Frequently Asked Questions

Start with the basics: a cleanser, toner, and moisturizer suited to your skin type. You can find your skin type by observing how your skin feels after cleansing—does it feel tight (dry), oily, or balanced? Once you know your type, browse our collection filtered by skin type to find products that match your needs. Most important: consistency matters more than complexity. Use your routine for at least 4 weeks before expecting visible results.

Cleanse your face with a gentle cleanser and pat dry. Wait 30 minutes without applying any products. Then observe: Does your skin feel tight and uncomfortable (Dry)? Does it look shiny with visible oil (Oily)? Does it have both oily and dry areas (Combination)? Does it feel reactive or uncomfortable to most products (Sensitive)? You might also notice how your skin behaves throughout the day—oily skin typically gets shinier, dry skin feels flaky, and combination skin has an oily T-zone with dry cheeks.

Skin type is how your skin naturally produces oil: oily, dry, combination, or sensitive. Skin concerns are specific issues you want to address: acne, dark spots, wrinkles, etc. You can have oily skin with acne concerns, or dry skin with wrinkle concerns. Both matter when choosing products—look for products that match your skin type first, then target your specific concerns with serums or treatments.

Patch testing helps you identify potential sensitivities or allergies before applying a product to your entire face. Since everyone's skin is unique, even products labeled 'natural' or 'gentle' can cause reactions in some people. A 24-48 hour patch test behind the ear or on the inner arm is the safest way to introduce new products to your routine. This is especially important if you have sensitive skin or a history of reactions.

Follow the 'one product at a time' rule: introduce one new product every 2 weeks. This way, if your skin reacts, you'll know exactly which product caused it. Start with actives (vitamin C, retinol, acids) 2-3 times per week, then increase frequency as your skin builds tolerance. Always patch test first. If you experience irritation, redness, or flaking, reduce frequency or discontinue use.

Your basic routine (cleanser, toner, moisturizer, SPF) should be used both morning and night. However, actives like vitamin C and retinol are best used at night because they can increase sun sensitivity. Sunscreen (SPF 30+) is essential in the morning, especially if using vitamin C or retinol at night. Some people use lighter products in the morning and richer products at night for comfort.

Most skincare results take 4-6 weeks of consistent use. Your skin cells naturally turn over every 28 days, so patience is key. Some products (like exfoliants or acne treatments) might show faster results, but long-term improvements come with commitment. Keep in mind that internal factors (hydration, sleep, stress) and external factors (sun exposure, pollution) also affect your skin.

Some products should NOT be mixed: vitamin C should not be used with niacinamide in the same routine (use separately or on different days), and retinol should not be mixed with vitamin C. However, most serums and moisturizers can be layered—apply from lightest to heaviest texture. If you're unsure about a specific combination, check the product's safety notes or contact us.

Vitamin C is a powerful antioxidant that brightens skin, reduces dark spots, boosts collagen, and protects from environmental damage. It's suitable for all skin types, but start with 2x weekly if new to actives. Expect mild tingling initially. Important: Use SPF 30+ daily when using vitamin C, as it increases sun sensitivity. Store in a cool, dark place—vitamin C degrades when exposed to light and air.

Begin with a low-strength retinol (0.3-0.5%) used 1-2x weekly at night. Expect initial redness, peeling, and possibly purging (breakouts)—this is normal and usually subsides in 2-4 weeks. Use a moisturizer over it for comfort. CRITICAL: Use SPF 50+ every day without exception. Do not use with vitamin C on the same day. If severe irritation develops, discontinue and consult a dermatologist.

Yes. Niacinamide (also called vitamin B3) reduces sebum production, minimizes pore appearance, reduces redness, and strengthens the skin barrier. It's especially helpful for oily and acne-prone skin. Unlike harsh actives, niacinamide is gentle and can be used daily. It's also safe to use with most other ingredients, making it a versatile addition to any routine.

Hyaluronic acid holds up to 1000x its weight in water, making it incredibly hydrating. However, it works best on damp skin—apply it to slightly damp face, then seal with a moisturizer. Using it on completely dry skin can actually pull water from your skin, making it feel more dehydrated. Pro tip: Mist face with water, apply hyaluronic acid serum, then apply moisturizer for maximum hydration.

Standard delivery takes same-day for Nairobi CBD, 1-2 days for greater Nairobi, and 3-5 days for other counties. Express delivery is available for 2-4 hours in Nairobi CBD. Orders are processed within 1-2 business days. You'll receive tracking updates via SMS and WhatsApp.

We offer returns within 30 days of purchase if the product is unused and in original sealed packaging. For opened/used products, we do not accept returns, but if you received a defective product, please contact us immediately. We'll replace it or offer a full refund. Shipping costs are not refundable unless the error was on our part.

Contact us within 7 days with photos of the damage. We'll send a replacement immediately at no cost. For your safety, do not use a damaged product as packaging integrity is part of our quality guarantee.

We deliver to all 47 counties in Kenya. Same-day and next-day delivery is available in Nairobi and surrounding areas. Other counties typically receive orders within 3-5 business days. For remote areas, please contact us for specific delivery estimates.

People with sensitive skin should avoid: strong fragrances, high concentrations of actives (start low), essential oils, silicones (in some cases), and harsh physical exfoliants. Instead, opt for products with soothing ingredients like centella asiatica, chamomile, oat extract, and panthenol. Always patch test before full application. If you have conditions like rosacea or eczema, consult a dermatologist before trying new products.

Our eczema-friendly products are formulated without common irritants and have been dermatologist-tested. However, eczema varies greatly from person to person. What soothes one person's eczema might irritate another's. Always patch test. If you're in an active flare, consult a dermatologist before introducing new products. Our gentle cleansers and barrier-repair moisturizers are often well-tolerated by eczema-prone skin.

Stop using the product immediately. Rinse your face with cool water and apply your gentle moisturizer. If redness, swelling, or itching persists for more than a few hours, consult a dermatologist. For severe reactions, seek medical attention. Once you've recovered, you can identify the culprit by reviewing which new product you introduced. Avoid that product in the future. If you believe it's a product defect, contact us with photos.

Absolutely. In fact, 60-70% of skin health comes from internal factors: hydration (drink enough water), sleep (7-9 hours), nutrition (vitamins A, C, E, omega-3s), stress management, and sun protection. Even the best skincare products can't compensate for poor sleep, dehydration, or constant sun damage. Think of topical products as the final 30-40% of the equation. Prioritize: sleep → hydration → sun protection → nutrition → skincare products.

Yes, 100%. UV rays cause 80% of visible aging (wrinkles, dark spots, texture changes) and can lead to skin cancer. Use SPF 30+ every day, even on cloudy days (UV rays penetrate clouds). Reapply every 2 hours if outdoors. This is especially critical if using vitamin C, retinol, or any exfoliating ingredients, as they increase sun sensitivity.

Yes. Stress triggers cortisol release, which can increase sebum production and inflammation—leading to breakouts. Chronic stress also weakens the skin barrier. Beyond skincare products, managing stress through exercise, meditation, adequate sleep, and self-care is essential for clear skin. If breakouts persist despite good skincare, evaluate your stress levels and sleep quality.