Frequently Asked Questions

Can't find what you're looking for here? Reach us at contact@thevalensey.com or through our Contact page — a real person reads every message.

Understanding Living Skincare

What does "living ingredients" mean?

It means using botanicals and plant actives close to their natural, bioavailable state — still carrying enzymes, fatty acids, vitamins, and phytonutrients — rather than isolating a single synthesized molecule and stripping the rest away.

A whole plant extract behaves differently on skin than an isolated compound of the "same" active, in the same way a fresh apple and a bottle of vitamin C tablets aren't nutritionally interchangeable, even though both technically "contain vitamin C."

What makes an ingredient "alive" versus "dead" for skin?

Think of a fresh apple versus one left out for a month: one is firm, watery, and structurally intact — the other is soft, brown, and collapsing, because it's lost the water and cellular activity that held its structure together.

Skin works on a similar principle. Water content, lipid structure, and active cellular processes are what give skin its firmness, bounce, and clarity. Ingredients that support those processes — hydrating humectants, lipids that reinforce the skin barrier, plant actives with genuine biological activity — are "feeding" skin function.

Ingredients that are purely inert filler aren't feeding anything; at best they're neutral, at worst they dilute a formula's real activity.

What's the difference between a "skin ritual" and a "skincare routine"?

A routine is something you do on autopilot. A ritual is something you do with attention — and skincare done with attention is skincare you're more likely to actually notice working, because you're paying attention to your skin's response, not just going through steps.

Our Living Skincare philosophy encourages building a personalised ritual that responds to your skin's daily needs, rather than just following a set of steps.

Why does timing matter in skincare?

Skin doesn't function identically around the clock. Its priorities shift between day and night — a well-documented area of dermatological research sometimes called skin chronobiology.

During the day, skin is primarily managing external stress: UV exposure, pollution, temperature shifts — so daytime formulas lean toward protection and barrier support.

Overnight, without that external load, skin shifts into repair mode, with higher rates of cell turnover and renewal — so evening formulas lean toward purifying, restoring, and revival-focused actives.

We built our product functions around that rhythm rather than against it:

Nothing here is a strict rule — your skin's needs come first, and any function can be used whenever your skin calls for it. It's a rhythm to build a ritual around, not a lock.

Why does Valen Sey organise products by function instead of product type?

Because "serum" or "cream" tells you the format, not what it's for.

We organise by what a formula is actually asking your skin to do — Hydration, Calm, Radiance, Purify, Nourish, Strength, Protection, Revival, and Restore — so you can match a product to what your skin is visibly showing you, rather than needing to decode ingredient lists like a chemist.

What does "Living Skincare" actually mean?

Living Skincare is our approach to formulating with whole-plant, bio-active ingredients that retain their natural potency, rather than relying on synthetic fillers — the idea that skincare should feed your skin's natural processes, not just sit on top of them.

Learn more about our philosophy.

What makes Valen Sey different from other skincare brands?

Valen Sey pairs premium, whole-plant bio-active formulas with full ingredient transparency (every product page shows its complete INCI list), EU-regulated manufacturing under GMP ISO 22716:2007, and third-party certification (ECOCERT COSMOS) rather than unverified "clean beauty" marketing claims.

Is Valen Sey a natural or organic skincare brand?

Our formulas are certified under the ECOCERT COSMOS Natural standard, meaning at least 95% natural-origin ingredients per formula, with organic-farmed ingredients marked directly on each product's ingredient list.

Where is Valen Sey based?

We're based in Kaunas, Lithuania, with products manufactured in an EU-certified facility in Riga, Latvia, and additional fulfillment from the United States for North American orders.

See our manufacturing standards.

What skin concerns does Valen Sey address?

Our collections are organised by function rather than generic categories:

  • Purify — oil and congestion

  • Hydration — dryness and dehydration

  • Calm — sensitivity and reactivity

  • Radiance — dullness and unevenness

  • Revival — tired, lacklustre skin

  • Nourish — deep moisture and nutrition

  • Restore — repair and renewal

  • Strength — barrier support and resilience

Each is designed around what your skin is visibly asking for.

Where can I buy Valen Sey products?

Directly at thevalensey.com — this is the only place we guarantee full product authenticity, freshness, and coverage under our Returns Policy and Satisfaction Guarantee.

Ingredients, Skin Safety & Certifications

Are Valen Sey products cruelty-free?

Yes. Our formulas are not tested on animals.

Are your products vegan?

Most are, but not all — a small number of formulas contain ingredients like beeswax. Vegan status is listed on each individual product page.

What does "Natural Origin 95%+" mean?

It means at least 95% of that formula's ingredients, by weight, come from natural sources rather than being fully synthesized, verified under the ECOCERT COSMOS Natural standard.

See our Certification page for the full standards breakdown.

Are your products safe for sensitive or acne-prone skin?

Our formulas are developed to be gentle on reactive and blemish-prone skin, using ingredients like Hyaluronic Acid, Iceland Moss, and Argan Oil rather than harsh actives.

As with any skincare product, we recommend a patch test before full use if you have known sensitivities, and to introduce one new product at a time.

Where can I find the full ingredient list for a product?

Every product page includes its complete INCI ingredient list under the "All Ingredients" tab, along with which ingredients come from organic farming or natural essential oils.

Are your products manufactured in the EU?

Yes. Our core production facility is in Riga, Latvia, GMP ISO 22716:2007 certified, operating under EU Cosmetics Regulation (EC) 1223/2009.

See our Manufacturing page for the full production standard.

What is ECOCERT COSMOS certification?

ECOCERT COSMOS is one of the most rigorous third-party certification standards for natural and organic cosmetics. It requires:

  • At least 95% natural-origin ingredients per formula

  • Strict limits on synthetic ingredients

  • No GMOs, parabens, phthalates, or synthetic fragrances

  • Environmental sustainability throughout production

  • Transparent labelling of organic ingredients

We're proud to formulate under this standard — it means our "natural" claims are verified by an independent body, not just marketing.

Orders, Shipping & Delivery

How long does shipping take?

Delivery times depend on your location:

  • EU/Schengen area: 3–8 business days

  • United States: 4–8 business days (shipped from our US-based facility to minimise transit time)

  • United Kingdom: 5–9 business days

  • Canada: 5–10 business days

  • Switzerland & Norway: 5–9 business days

Full country-by-country estimates are available on our Shipping Policy page.

Do I have to pay customs or import duties?

  • Within the EU/Schengen area: No — there are no customs charges between member countries.

  • Outside the EU/Schengen (UK, Switzerland, Norway, US, Canada, and other non-EU destinations): The recipient is responsible for any customs duties or import taxes applied by their country. These are not included in your order total at checkout.

Can I track my order?

Yes. You'll receive a tracking link by email as soon as your order ships.

Do you ship worldwide?

We currently ship to the EU/Schengen area, the UK, the US, Canada, Switzerland, and Norway. If your country isn't listed at checkout, contact us — we're expanding regularly.

How are orders packaged?

We take packaging seriously. Your products arrive in premium, protective packaging designed to keep them safe during transit while minimizing environmental impact. We use recycled and recyclable materials wherever possible.

How will my order appear on my bank statement?

Your order will appear as "VALEN SEY" or "VALENSEY" on your bank or credit card statement.

I entered the wrong shipping address — what do I do?

Contact us immediately at contact@thevalensey.com. If your order hasn't shipped yet, we can update the address. Once it's shipped, we can't change the delivery destination.

My package says delivered but I can't find it — what now?

Check with neighbours, building management, or any safe place where couriers might leave packages. If you still can't locate it, contact us within 48 hours with your order number and we'll help track it down.

Returns, Refunds & Satisfaction

What is your return policy?

You have 30 days from delivery to request a return or exchange. To qualify for a standard return, products must be unopened and in their original packaging, in line with cosmetic hygiene standards.

Full details are on our Returns Policy page.

What if I opened the product and it didn't work for my skin, or I had a reaction?

You're still covered. Opened products aren't excluded when there's a genuine skin reaction or sensitivity issue — email us at contact@thevalensey.com with your order number and we'll sort out a replacement or refund.

We generally recommend a replacement first, since a different formula within the same routine often solves the issue without losing the ritual you've built — but a refund is always available if that's what you'd prefer.

Do I have to return the product to get a refund?

Not always. For minor issues or confirmed reactions, we may issue a refund or send a replacement without requiring the item back — we'll let you know what's needed case by case, whichever gets you sorted fastest.

How long does a refund take once approved?

5–7 business days back to your original payment method after approval.

Can I exchange a product for a different one?

Yes. If you'd like to swap an unopened product for a different formula, email us with your order number and we'll arrange the exchange.

What if I just don't like the product, but nothing went wrong?

If the product is unopened and in its original packaging, you can return it within 30 days for a full refund. If you opened it and it's just not for you, email us — we'll work something out. We want you to be happy with your purchase.

Payments & Security

What payment methods do you accept?

Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna, Bancontact, BLIK, Maestro, MobilePay, and Union Pay, depending on your region.

Is my payment information secure?

Yes. We never see or store your full card details — payments are processed through PCI-DSS certified providers. EU cardholders may see an additional bank verification step (3D Secure) as a security measure, not an error.

Can I pay in installments?

Where available in your region, Klarna offers pay-in-installments options at checkout.

Is my personal data protected?

Absolutely. We never sell your data, and only share what's necessary to fulfil your order with payment and logistics partners. Full details are in our Privacy Policy.

Skin Assessment & Product Guidance

What is the Skin Assessment?

It's a short quiz that reads your skin's current state — tightness, dullness, reactivity, oiliness — and matches you to the products and routine most likely to help, without needing you to already know the skincare vocabulary.

Take the Skin Assessment.

Is my Skin Assessment data saved or linked to my account?

No. Your answers are used only to generate your result and product suggestions during that session — they're not stored against your name, account, or order history.

I'm not sure which routine is right for me — where do I start?

Take the Skin Assessment for a personalised starting point, or start with a single-concern line — Purify, Hydration, Calm, or Radiance — that matches what stands out most about your skin today.

What's the difference between all the collections?

We made our collections function-first, not product-type-first:

  • Purify — for skin that's oily, congested, breaking out, or dealing with blackheads

  • Hydration — for skin that's dry, tight, flaky, or feeling parched

  • Calm — for skin that's sensitive, reactive, red, or easily irritated

  • Radiance — for skin that's looking dull, uneven, tired, or lacking glow

  • Nourish — for skin needing deep moisture and lipid support

  • Strength — for skin needing barrier repair and resilience

  • Protection — for daily defence against environmental stressors

  • Revival — for skin that's fatigued, stressed, or lacking vitality

  • Restore — for skin needing repair and renewal, especially overnight

How do I layer products from different collections?

We recommend starting with the thinnest, most watery texture first (like a hydrating toner or serum), then moving to thicker textures (like moisturisers and oils). If you're using multiple actives, introduce them one at a time and pay attention to how your skin responds.

Can I use products from multiple collections at once?

Absolutely. Our collections are designed to work together — you're not locked into one "line." For example, you might use Purify for congestion and Calm for occasional sensitivity, layering them in a way that works for your skin that day.

How do I know if a product is working?

Pay attention. That's the whole point of a ritual versus a routine. Notice if your skin feels different — less tight, less oily, smoother, more even. Notice if it looks different — more glow, fewer breakouts, less redness.

Results vary by product and individual skin, but most people notice some difference within 2–4 weeks of consistent use. Some immediate effects (like hydration and softness) can be felt right away.

Account & Privacy

Do I need an account to order?

No, guest checkout is available, though creating an account lets you track orders and reorder faster.

How do I create an account?

You can create an account during checkout or by clicking the person icon at the top of our website.

How is my personal data protected?

We never sell your data, and only share what's necessary to fulfil your order with payment and logistics partners. Full details are in our Privacy Policy.

How do I delete my account or personal data?

Email contact@thevalensey.com and we'll process your request in line with our Privacy Policy, generally within 30 days.

How do I unsubscribe from marketing emails?

Every marketing email we send includes an unsubscribe link at the bottom. Click that, and you'll be removed immediately.

Do you use cookies on your website?

Yes, to make the site work properly and to understand how visitors use it — for example, to remember what's in your cart. You can manage your cookie preferences through your browser settings. Full details in our Privacy Policy.

Customer Support

How can I contact you?

The fastest way is email at contact@thevalensey.com or through our Contact page. We typically respond within one business day.

What hours are you available?

We respond to emails during standard business hours (EU time), Monday through Friday. We'll get back to you as soon as we can — often within a few hours if you're reaching out during business hours.

I have a question you haven't covered here — can I still ask?

Absolutely. That's what we're here for. Email us at contact@thevalensey.com and we'll personally answer your question.

Shop by Skin Concern

Not sure where to begin? Explore our collections organised by what your skin is asking for:

  • Purify – For oil, congestion, and blemish-prone skin

  • Calm – For sensitivity, reactivity, and redness

  • Hydration – For dryness, tightness, and dehydration

  • Radiance – For dullness, uneven tone, and loss of glow

  • Nourish – For deep moisture and lipid support

  • Strength – For barrier repair and resilience

  • Protection – For daily defence against environmental stress

  • Revival – For tired, fatigued skin

  • Restore – For repair and renewal, especially overnight

Still unsure? Take our Skin Assessment for a personalised recommendation.

Have a question we haven't covered? Contact us — we typically respond within one business day.