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FAQ

Products

What is BIYUSEN™ ?

BIYUSEN™ is our wonder proprietary ingredient made of Moor Onsen Water and other plant-derived complex of actives. It helps to moisturise, softens and brighten skin while promoting inflammation relief and graceful ageing for a rejuvenated complexion.

What is the shelf life of IREN Shizen products?

Look out for the symbol of an opened jar containing a number and letter 'M' on our product packaging. This represents the number of months the product will stay good after the product is opened for the first time. Eg. 12M = once opened, you have 12 months to use it before its considered expired.

Usually our products have 12 months shelf-life from first opening. 3 years shelf-life without opening.

Is IREN Shizen products safe for sensitive skin?

We do not use any ingredients that are toxic, comedogenic or harmful to your skin. We have blacklisted more than 2000 "toxic" ingredients and base our formulations on factual evidence, using natural botanicals and plant-based actives as our primary formulation. 

Where are IREN Shizen products made and manufactured?

Our products are made in Japan.

Why is IREN Shizen known as vegan skincare?

We do not use ingredients derived from animals.

Does IREN Shizen test on animals?

No, We are leaping bunny certified, which means we have passed all the strict international guidelines to not test on animals throughout our supply and production chain. The Leaping Bunny is the most trusted cruelty free certification for non-animal tested products.

What skin types are IRÉN Shizen products suitable for?

We believe skin concerns are more important. Skin types can be too generic; it is possible to have dry and dehydrated skin, yet still suffer from acne. It is also possible for oily skin types to be prone to sensitivity. A generic indication leads to using generic products catered for one generic use. By targeting skin concerns instead, we created custom serums to solve your specific skin concerns. Skin concerns change often due to age, stress, environmental attacks, climate or hormonal changes. We encourage you to be attentive to your skin needs, while we promise to deliver more visible and positive results.

Why IREN SHIZEN products seem pricey?

We heavily invest in our very own R&D team to research and formulate with only the top ingredients from Japan, ensuring maximum efficacy and quality. We also invest a lot in ensuring our packaging and sourcing are ethical. If you’re unsatisfied with the results, you can return them within a month. Read up more about our return terms and conditions here.

Can men use IREN Shizen products?

Yes. All our products are formulated for everyone and proven to work with optimal efficacy, regardless of gender.

Orders

How do I check if my order was successful?

After you place an order, you will receive an order confirmation at the email you provided. Please check your junk/spam folder if you don't see it your inbox. If we cannot fulfill your order, we will contact you. If you have any concerns, contact us at shop@irenshizen.com.

Can I return products bought in-store or online?

As part of our satisfaction promise, we promise to guarantee you a return and full refund within 30 days of purchase if you are not satisfied with any of our products.

Do read our Returns Page for full instructions on initiating a return.

How can I track the status of my order?

As soon as your order has been confirmed, a confirmation email is sent to you. Your order number and tracking number for the parcel are found within the email.

If you have an account with us, log in and find your order information within "My Account"

Finally, you will also be able to receive follow-up emails or texts from the delivery service.

Can I cancel or modify my order after its been placed?

Request cancellation or order modification via email at shop@irenshizen.com and we will try to get back to you as soon as possible. We do not gurantee a direct cancellation, however we will try our best to accomodate.

I am having trouble checking out my order, what can I do?

If you have correctly entered your details and added your products to your shopping bag but are unable to finalise your order, do contact us for assistance by completing the form on our contact us page, or write to us at shop@irenshizen.com

Sometimes your browser is storing data on our site which is no longer up to date. We suggest that you try emptying your caches by using the "Shift + F5" keys if using the Google Chrome browser, or "Ctrl + F5" if using Internet Explorer or Firefox.

Why do I have to provide my phone number?

A contact phone number is required by most courier providers. We will only use this information to contact you, about your order or to respond to your enquiries if neccessary.

How will I know when my desired product will be back in-stock?

On the product page you’ll find a sign up form that will allow you to receive an email notification as soon as the product is back in stock.

Payment & Billing

What payment method do you accept?

Credit / Debit cards accepted:
Visa, MasterCard, American Express, Paypal

We do not accept:
Cash on Delivery (COD), Cheques


When your credit card is authorised, funds are put on hold until the transaction is completed. When the order is shipped, the payment will be processed.


Important information:For your security, your billing name and address must match that of the credit/ debit card being used for payment. We reserve the right to cancel any order that does not match this criteria.

What can I do if my payment was declined?

Make sure your billing information matches what's on your card or try a different payment method.

If payment is still declined, please contact your bank or credit card company first. Authorisation is between our banking provider and your financial institution. If you encounter any further difficulties, please email us at shop@irenshizen.com, and we will revert within the next business day.

When will I be charged for my purchased?

Your credit card will be charged only when your order has been shipped out from our warehouse.

Is my payment and personal information secure?

All information provided is strictly confidential.

It will be used soley by internal departments at IREN Shizen for delivery purposes or serving you better. We use the latest and most secure technology available, which encrypts all of your personal and credit card details.

Skincare Guides

What products are best for me?

Take our Skin Ritual Quiz and have your skin needs accessed by our resident dermatologist. Based on your results, have the best suited products reccommended to you.

What products can I use for dark circles and puffy eyes?

We reccommend the two serums which are best used to address this concern: The Forever Young Anti-Aging Serum and the Skin Reboot Antioxidant Serum.

The Forever Young Anti-Aging Serum helps to lift and tone the eye area, reducing fine lines around the eyes. The Skin Reboot Antioxidant Serum contains caffeine solutions that will synergically work to reduce eye puffiness and improve circulation to lighten dark eye circles.

Can pregnant women or teenagers use IRÉN Shizen?

Yes. Our ingredients are safe and non-toxic. Do perform a patch-test by placing a small amount of product on the side of your neck area or wrist area, and test for sensitivity first before using on the face.

A highly raved about combination by our young customers going through puberty and hormonal changes includes our: Clearer Days Anti-Blemish serum + Quench Up Hydrating serum + Glow-Getter Renewal serum.

Offers & Gifts

How can I redeem my 3 free samples?

You can select your choice of 3 samples at the check-out page. You'll receive your samples together with your purchase item(s).

Can I choose my samples?

Yes you can. You can select up to 3 free samples of your choice at the check-out page.

How can I find out current promotions?

Check the "Offers" section on our top menu bar. There you can find all the ongoing promotions and specials we have to offer.

Where can I apply a discount code for my purchase?

You can enter your valid promo code only at the check-out page.

Shipping & Delivery

Do I need to pay tax / VAT ?

Taxes or VAT are included in the order price if you are ordering from:

- USA
- Europe
- Singapore.

For orders outside of these countries, may be subjected to import taxes, customs duties and fees.

What happens if I fail to pay my fees?

Your parcel will be returned to us if you fail to settle tax and duty fees. You will get a refund, but less the cost of outbound and return shipping.

How fast will my order be dispatched?

If you place your order before 3PM, they will be expedited on the same business day. All other orders after 3PM will be expedited on the next business day.

How long must I wait to receive my order if I live in the Americas?

United States: 3-5 business days

United States (Puerto Rico): 6-9 business days

Canada: 6-9 business days

Mexico: 6-9 business days

Rest of the world: 6-9 business days

How long must I wait to receive my order if I live in Asia?

1-3 business days for the following countries:
Singapore

3-6 business days for the following countries:
Hong Kong
Malaysia
Indonesia
Phillipines
Thailand
Vietnam

Rest of the world: 6-9 business days

How long must I wait to receive my order if I live in Europe?

2-4 business days for the following countries:
France

3-6 business days
for the following countries:
United Kingdom
Italy
Spain
Belgium
Germany
Luxembourg
Netherlands
Rest of Europe

Rest of the world: 6-9 business days

How long must I wait to receive my order if I live in Oceania?

6-9 business days for the following countries:
Austrialia
New Zealand

Rest of the world: 6-9 business days

Rewards

Must I purchase a product to earn points?

There are plenty of ways to earn reward points besides purchasing a product. You can follow us on our socials, write us a review and more.

How can I redeem my points?

Your points can be redeemed as dollar offs on any purchase of products. The discount value depends on the amount of points you currrently have. You have the option to apply your points at the checkout page.

View your points balance by signing in to My Account.

Do I have to create an account to earn points?

Yes. You need an active account to earn points. To earn points from your purchase, it is recommended for you to create an account before making the purchase.

You can create an account by going to My Account > Sign Up

Do my points have an expiry date?

Yes, your points remain redeemable for 12 months. We recommend that you sign up to our newsletter to be notified monthly on your active reward points balance.

Can I transfer reward points to a friend?

Unfortunately, points are non-transferrable. However, you can refer a friend and receive a $5 voucher each, for every successful referral. View the details here.

Get in touch

Reach out to us anytime for more enquiries.