Frequently Asked Questions
Products
What is the difference between Hydra-Rich and Hydra-Calm?
Both are daily moisturisers formulated with a three-tier hydration architecture (humectant, emollient, occlusive). The difference is in formulation objective:
- Hydra-Rich — higher emollient and humectant density. Designed for dry, dehydrated and combination skin that requires richer hydration support.
- Hydra-Calm — fragrance-free, lower active load, calibrated for reactive, sensitised and barrier-compromised skin. Appropriate for long-term daily use where tolerance is a primary concern.
Can I use Hydra-Calm and Hydra-Rich together?
They are not designed to be layered simultaneously. Use the moisturiser that best matches your skin's current condition. Some customers use Hydra-Rich in winter when additional emollient support is needed and Hydra-Calm at other times, or vice versa depending on skin reactivity.
In what order should I apply Ambernay products?
Morning: Cleanse → Moisturiser → UV Shield. The detailed protocol is explained on the Routine page.
Is UV Shield suitable for daily face use?
Yes. UV Shield SPF 50 PA++++ is formulated for daily facial use as the final morning step, applied after moisturiser. Apply to the full face, neck and décolletage. Use approximately a quarter teaspoon for the face alone to achieve the labelled SPF value.
Is Cleansing Balm available?
Yes. Cleansing Balm is available now. You can find it on the Cleansing Balm product page.
Ingredients
Do Ambernay products contain fragrance?
Hydra-Calm Moisturizer is fragrance-free. Please refer to the full INCI list on each product page for complete ingredient information.
Are Ambernay products suitable for sensitive skin?
Hydra-Calm is formulated specifically for daily use in reactive and sensitised skin contexts. All Ambernay products undergo dermatologist-supervised tolerance testing before market entry. If you have a diagnosed skin condition, consult a dermatologist before introducing new products.
Where can I find ingredient explanations?
The Ingredient Intelligence section explains how key ingredients are evaluated, what they contribute to formulas, and what we do not claim they do.
Orders & Shipping
How long does delivery take?
Please refer to our Shipping & Delivery page for current delivery timeframes by region.
Can I track my order?
Yes. You will receive a tracking link by email once your order has been dispatched. You can also track your order at Track Order.
Do you ship to the EU?
Yes. Ambernay ships to EU markets. All products placed on the EU market comply with EU Cosmetics Regulation (EC 1223/2009) and have a designated EU Responsible Person. See: Responsible Person / Compliance.
Returns
Can I return a product I have opened?
Opened cosmetic products cannot be returned for hygiene reasons, in accordance with Article 16 of the EU Consumer Rights Directive. Unopened products may be returned within 14 days (EU) or 30 days (US) of receipt. See: Returns & Refunds.
What if my product arrived damaged?
Contact us within 30 days of delivery at support@ambernay.us with your order number and a photograph of the damage. We will arrange a replacement or refund.
Brand
Is Ambernay a dermatologist brand?
No. Ambernay is founder-led and specialist-built — developed through structured formulation briefs, testing partners, safety assessors and experienced cosmetic laboratories. We do not position the brand as a medical or dermatological practice. See: Founder.
Do Ambernay products make medical claims?
No. Ambernay products are cosmetics. We communicate cosmetic outcomes: barrier support, hydration, comfort, visible tone balance, daily resilience. We do not claim to treat, heal or cure any skin condition.
Still have a question? Contact us.