FAQ Page

NAYA combines considered formulation science with barrier-first skincare. Rather than encouraging more steps or stronger actives for everyone, we focus on what your skin needs now: comfort, resilience and consistent long-term care. Explore the NAYA approach.

NAYA Skincare OÜ is registered in Tallinn, Estonia. Our skincare is developed and manufactured with specialist partners in Germany. Individual product and packaging information is available on the relevant product page.

NAYA's formulations are vegan and cruelty-free. We do not commission animal testing for our cosmetics. Check each product page for the latest formulation and ingredient information.

We select ingredients for their function, quality, safety assessment and suitability for the finished formula. That can include responsibly sourced botanical ingredients and carefully developed laboratory-made actives. Natural and synthetic are descriptions of origin, not reliable measures of performance or safety. We do not claim that every ingredient or every product is certified organic.

Please check the individual ingredient list rather than assuming every formula is identical. Many products have a subtle scent that comes from their ingredients; a product's aroma does not automatically mean an added perfume. If you are sensitive to fragrance or specific plant extracts, review the full INCI list and introduce the product cautiously.

The current INCI list and directions are shown on the individual product page and on the product packaging. Formulas can be updated over time, so refer to the pack in your possession if you are checking a specific ingredient or allergy.

Many NAYA formulas are designed with sensitive and stressed skin in mind, but no product can be guaranteed irritation-free for everyone. Introduce one product at a time, patch-test where appropriate and follow product-specific directions. If your skin is acutely stinging or reacting to almost everything, simplify your routine first. Our Skin Quiz can help you choose a starting point.

Not every NAYA product has the same suitability. Avoid retinoid products during pregnancy and while planning a pregnancy, including Radiance Reborn Serum (retinal), Exo Timeless Night Comfort (retinol) and Retinol Cell Renewal Oil (retinol). During breastfeeding, discuss retinoid use with your healthcare professional before starting. For other products, review the individual INCI list and seek personalised advice from your doctor or midwife. We cannot certify the entire range as pregnancy-safe.

Begin with a gentle cleanse, a moisturiser that suits your skin, and broad-spectrum SPF in the morning. Add a targeted serum only when it addresses a clear need. Follow the specific instructions for retinal and exfoliating treatments rather than layering all active products together. You can use our Skin Quiz for guidance.

Yes. You do not need to use an exclusively NAYA routine. What matters is the combination of ingredients, the order of application and your skin's tolerance. Introduce new products gradually and avoid combining multiple strong retinoid or exfoliating treatments in one routine unless advised by a qualified professional.

Stop using the product and return to a simple routine with products you already tolerate. If you experience persistent, severe or worsening irritation, seek medical advice. A reaction does not, by itself, identify its cause; fragrance sensitivity, overuse of actives and other factors can play a role. Contact support@nayaglow.com with your order number and details so we can help.

Pilling can happen when several products form a film on the skin, when too much product is applied, or when layers have not settled. It is not necessarily caused by one ingredient or by your makeup. Try fewer layers, smaller amounts of serum or moisturiser, and a little more time between steps. Do not reduce the recommended amount of sunscreen to prevent pilling.

It depends on the product, the concern and how consistently your skin tolerates the routine. Hydration and comfort can change sooner, while visible changes in uneven tone, fine lines or resilience usually take longer. There is no reliable single timeframe for every person. Follow the product page for specific evidence and application advice.

Follow the period-after-opening symbol (the open-jar icon) or expiry information on the specific packaging. Store products as directed and avoid introducing water or contamination. Do not rely on a blanket six-month rule for the entire range.

Cacay is a plant-derived oil used for its emollient feel and fatty-acid profile. It can help soften skin and support a comfortable-looking finish. It is not a medicine or a proven treatment for acne, scarring or sun damage; whether it suits blemish-prone or sensitive skin depends on the full formula and your individual response. Explore Cacay Beauty Oil.

Shop directly at nayaglow.com or through selected authorised retailers. If you purchased from a retail partner, please contact that retailer directly about their returns process.

Available methods appear at checkout and can vary by country or device. The checkout shows the payment options currently supported for your order before you confirm payment.

Within Germany, standard shipping is currently free on orders over €35, with a €4.99 charge below that threshold; delivery is normally estimated at 1–3 working days after dispatch. Costs and estimates for other destinations differ. The shipping policy and checkout show the applicable details. Delivery times are estimates, not guarantees.

Once your order is dispatched, you will receive a shipping confirmation with a tracking link. If you cannot find it, check your spam folder and contact support@nayaglow.com with your order details.

Check your spam or promotions folder and verify that your email address and payment were entered correctly. If the message is still missing, email support@nayaglow.com with your name and the email address used at checkout. Please do not place a duplicate order until we have checked.

Please contact us as soon as possible. We cannot promise changes once an order has entered fulfilment or been dispatched. Any applicable statutory cancellation and withdrawal rights remain unaffected; for returns, see our return policy.

Where DHL Packstation delivery is available for your order, enter your personal Postnummer and the correct Packstation number in the delivery address according to DHL's instructions. Double-check the address before paying, as incorrect details can delay delivery.

Where a complimentary sample or gift promotion is active, the eligible options and minimum order value are shown in the cart or at checkout. You may need to select the gift before completing your order. Availability and individual promotion terms apply; gifts are not automatically added to every order.

Tracking estimates can change because of carrier or customs delays. If your parcel appears stuck or arrives damaged or incomplete, email support@nayaglow.com with your order number, tracking details and photos where relevant. We will investigate and help with the appropriate next steps. Your statutory rights remain unaffected.

For eligible online orders, the 14-day statutory withdrawal route generally starts when you receive the goods and is subject to the legal rules and exceptions, including specific hygiene-sealed products. Approved statutory refunds are handled according to applicable law, usually via the original payment method. Separately, our 30-day Skin Confidence & Health Guarantee is a voluntary offer for eligible skincare you have opened and tried; it provides store credit, not a cash refund. See the return policy and guarantee terms.

You generally have a statutory right to withdraw from an eligible online purchase within 14 days of receiving your order. Please email support@nayaglow.com with your order number for return instructions. Please handle goods with care and retain packaging. Legal exclusions can apply to certain sealed hygiene-sensitive goods once unsealed, and a permitted deduction for loss of value may apply after excessive handling. Your statutory rights are not replaced by our voluntary guarantee.

It is our voluntary opportunity to try one eligible full-size skincare product at home. If it does not suit your skin, you can request a return under the guarantee within 30 days of delivery, even if it has been opened and lightly used. After we receive and inspect the product, you receive store credit for 100% of the eligible product price paid, excluding shipping. Eligibility, usage limits and exclusions apply. Read the full guarantee terms.

The guarantee is designed to let you test a product, not use most of it and then return it. The published terms exclude products when approximately 25% or more has been used, as well as substantially used, nearly empty or empty products. We assess the returned product on receipt. You can also try one of our minis first; minis themselves are not covered by this guarantee.

The guarantee excludes sets, minis and travel sizes, promotional items and gifts, and products from the Exosomes Collection. It also does not apply to purchases made using store credit issued under an earlier guarantee claim. Purchases from third-party retailers are handled by the retailer. Please check the full terms before returning a product.

No. The Skin Confidence & Health Guarantee is limited to one claim per customer account and household, for one eligible product. A new order, a different account within the same household, or buying with previously issued guarantee credit does not reset that limit. We may decline claims where there are reasonable signs of misuse. This restriction applies to our voluntary guarantee, not to statutory consumer rights.

Within 30 days of receiving the eligible product, email support@nayaglow.com with your order number and why the product did not suit your skin. We will provide return instructions. Return the product at your own cost, using tracked shipping where possible. After receipt and inspection, we will issue the eligible store credit if the conditions are met. Do not send items without contacting us first.

Under the voluntary guarantee, the original and return shipping charges are excluded from store credit. Any promotional gift received with the order must be returned unused; otherwise its value may be deducted from the credit. Standard statutory refunds follow the applicable legal rules, which can differ from the voluntary guarantee.

Approved standard refunds are processed after the return has been received and reviewed and go to the original payment method where required by law. The voluntary Skin Confidence & Health Guarantee instead provides store credit after inspection; under the return policy this credit is valid for 12 months. Shipping and promotional deductions are considered only where the applicable terms and law allow. See our return policy.

Please contact support@nayaglow.com promptly with your order number and photos where useful. Faulty, damaged, incorrect or misdescribed goods are handled under the applicable statutory consumer rights, separately from the voluntary guarantee. You do not have to use your one guarantee claim to report a faulty product.

Email support@nayaglow.com and include your order number if your question concerns a purchase. For product selection, you can also use our Skin Quiz or explore the available skin consultations. Customer-service enquiries are handled by email rather than Instagram messages.