Frequently asked questions

The essentials: how to choose a system, how to use the products, and what to expect with orders and returns.

Choosing a system

How do I know which system suits me?
Take the Personal Haircare Diagnosis or compare the three systems: Soft Care, Intensive Care and Reconstruction PRO. Each addresses a different hair and scalp condition.
Can I mix products from different systems?
The default recommendation is a complete base of one system. An approved exception: the Soft Care base together with the Lipid Ceramide mask, for a sensitive scalp with damaged lengths.
How is BioHydra different from Lipid?
BioHydra is deep hydration. Lipid Ceramide is a richer care for pronounced dryness, porosity or damage.

Does the mask replace balsam?
No. The correct sequence is shampoo → mask → balsam. Mask and balsam serve different roles.
Do I need heat protection before blow-drying?
Yes — whenever you use a hairdryer or hot tools.
Does oil replace heat protection?
No. Oil is a finishing step after drying, not a substitute for heat protection.
Why can hair feel weighed down?
Usually from too much product, a formula too rich for your hair type, using the mask too often, or applying it too close to the roots.

How do I place an order?
Full checkout will be available after prices and integrations are activated.
Where will I see order status?
Confirmation and status tools will be added together with the order system.
Which payment methods are available?
Verified methods will be shown after the payment integration.

When will my order be shipped?
Timeframes will be published on the Delivery and Payment page after integration with the logistics partner.
What if the product is damaged?
Please contact support with your order number and photos of the packaging and product.
Can cosmetics be returned?
Final conditions will be published after legal review and will consider applicable law and the state of the product.