FAQs

Product questions

What is ignae’s definition of clean beauty?

We prefer the term “clean science”. Our products are developed without ingredients that are known to be bad for the skin such as:

• Parabens
• Fragrance
• PEGS’s (polyethylene glycol)
• Mineral oils
• Sulfates (SLS, sodium lauryl sulfate and SLS, sodium laureth sulfate)
• DEA
• Heavy metals
• Talc
• Petrolatum
• Paraffin
• Harsh chemicals such as cyclopentasiloxane and many other substances

Although we understand that many of these ingredients may be safe at certain concentrations, and even necessary for applications such as PEG’s in nanosomal delivery for clinical use, we prefer to formulate ignae without them. There are some doubts regarding their bioaccumulation on the body, so we prefer to adopt a precautionary principle. Our products provide sustainable and long-term benefits for skin health and wellbeing ensuring the skin looks smooth and radiant.

Are ignae’s products safe to use during pregnancy ?

Ignae products do not contain any of the ingredients found on the lists of skincare substances recommended to be avoided during pregnancy. However, no specific studies have been carried out on using IGNAE products during pregnancy. We recommend pregnant women to consult with their physician before using any other active skincare product.

Is ignae cruelty free?

Yes. Ignae does not test its skincare products or ingredients on animals. 

All our research and testing is made in Portugal, under strict third-party supervision. We have always been committed to a cruelty-free world and are in complete compliance with the EU regulations on animal testing.

Are ignae  products gluten free ?

Yes. According to EU and USA standards.

In Europe a product can be called “gluten-free” if the gluten content is below 20 parts per million (ppm). And in 2013, the US Food and Drug Administration (FDA) concurred, announcing that products may be labelled “gluten-free” if they have a gluten limit of less than 20 ppm. At IGNAE, we conducted testing on all our products using the most sensitive method available.

Is ignae vegan?

Yes. As of September 2021, all our range is free from all animal-derived ingredients. We were able to do so because we develop our own actives and proprietary technology that cannot be found in any other brand, such as our EPC Factor.

Do ignae products have an expiration date ?

As with all other cosmetic use products, ignae’s products have an expiry date printed on the bottom of each bottle along with the lot number.

Because ingredient degradation can compromise the effectiveness of a cosmetic product, we mostly use airless bottles to assure that our precious actives, such as our EPC Factor, peptides, antioxidants and botanical oils remain effective for a longer time, thus offering a better overall customer experience. Our first priority is always the safety and effectiveness of the formulations, but we continue to investigate innovative sustainable packaging materials and strive to improve as new technologies emerge.

Is ignae’s packaging recyclable?

Yes. Ignae’s premium bottles are 100% recyclable. In addition, ignae is a proud member of Sociedade Ponto Verde in Portugal, thus carrying the Green Dot Symbol, meaning our packaging is part of a national selective packaging collection, recovery and recycling system. Our outer packaging is made from recycled paper.    

What is our EPC Factor?

Ignae’s proprietary, patent-pending EPC Factor ®  is the result of years of advanced research in the fields of applied sciences for use in clinically proven skincare.

The skin is designed to keep elements out so most ingredients are not able to penetrate deep into the epidermis. This is especially in the case of most skincare ingredients comprised of larger molecules. 

Our EPC Factor ® liposomes are nano sized and designed as a delivery vehicle to carry some of nature’s most powerful substances to the deeper layers of the skin. Our proprietary liposomes are made from plants and algae sourced from the Azores - clean, vegan and formulated to work synergistically to transform and regenerate.

The EPC Factor is at the core of our research and is the most effective way to harness all the untapped potential that lies in the natural ingredients from the Azores.

Ordering Online

Do you have discounts or promo codes that I can use for my order?

If you haven’t signed up for our emails – please do! We’ll send you a sign up code and all the latest news on launches, products and promotions.

What forms of payment do you accept?

We accept Visa, Mastercard, Paypal, & MB Pay

How do I buy a gift card?

Please click here to purchase your gift card.

How do I redeem a gift card?

You can redeem the gift card with the code at checkout.

 

How can I review my order history?

You can review your order history in your account dashboard.

Shipping, Delivery and Returns

We ship worldwide and offer free global shipping with all orders over 300 Euros.

All shipping in continental

Where do you ship?

We ship worldwide. We clear customs for all UK and USA orders. To all other countries, customs clearance is on behalf of the customer.

What shipping options do you offer and what do they cost?

We offer DHL globally and CTT within Portugal

Where's my package? 

To track your package please go to:

Deliveries in:
Portugal CTT: www.ctt.pt
International Deliveries: www.dhl.com

What if my package arrives damaged?

Please take a photo of the damaged package and contact our customer service at  care@ignae.com

What if my package is lost?

In the unlikely event of an order not arriving within the deadline indicated by the carrier company, the customer will be asked to provide all necessary documentation in order to file a complaint. Ignae is required to wait for the conclusion of the inquiry made by the carrier company before reshipping or reimbursing the purchase in question. The carrier company is solely responsible for the duration of this process.

What is your return policy?

We believe you will love our products as much as we do, but if you are unhappy with your purchase and would like to return or exchange part or all of your order, items can be returned within 14 days of original purchase date, and must be returned new, unused, unopened and with all security seals attached. Returns that do not meet our policy will not be accepted or refunded. We recommend that you send your returns using a recorded or signed delivery method.

To initiate the return process, please send an email to returns@ignae.com with your order number.

If you choose to return any products to us, we will not be responsible for loss or damage to the products in transit. We therefore recommend that products are returned to us using a reputable delivery service  with available tracking. If Products are damaged or lost in transit, Ignae reserves the right to charge you, or deny the refund amounts owed, that are attributable to the loss or damage.

Refunds will be issued via the original method of payment used at purchase.

Can I exchange a product?

To exchange a product please contact us at care@ignae.com with your order number and reason for exchange.

Do I have to pay return shipping costs?

Parcels that are returned to us are at the customer’s responsibility.

Orders to China Mainland

• SF Express Delivery, China duty and import tax are included in the total price.
• Standard shipping of RMB 115 on all orders (subject to daily exchange rate).
• Expected delivery 5-10 working days