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GENERAL ENQUIRIES

AMENDING NEWSLETTER SUBSCRIPTION
You can always update your email or opt out of the newsletter subscription at 'My Account' and under 'Account'!
I REACHED OUT VIA EMAIL BUT I HAVEN'T RECEIVED A RESPONSE IN OVER 2 BUSINESS DAYS! WHAT NOW?
Fret not!
We may be overwhelmed by emails at times but don't worry! We will get to you as soon as possible! However, if it's an emergency, please do try contacting us through our social media platforms, listed down below. 

Note: We run on office hours, 10 am to 6 pm, Singapore Time.
HOW DO I CONTACT SOLYPH?
Feel free to drop us an email at hello@solyph.com any time! Or simply use our contact form or message us at any of our social media platforms!
I AM HAVING PROBLEMS LOGGING INTO MY ACCOUNT
Click the 'Forgot Password' on the login page, key in your email and a link would be sent to reset your password!
HOW DO I CHANGE MY ACCOUNT INFORMATION
To change, go into 'My Account' then 'Account' and you should be able to update your personal details from there!


DELIVERY & FEES

SHIPPING FEES & DURATION
We provide only registered parcels with tracking numbers. 

Local shipping (Singapore):
Standard shipping: USD$3 (3 to 5 working days)
Express shipping: USD$7 (1 working day)

Local shipping (South Korea):
Standard shipping USD$3 (1 working day)
Jeju Island, South Korea
Standard shipping: USD$3 (2 working days)
Express shipping: USD$5 (1 working day)

International shipping:
Shipping cost varies by countries.
Standard shipping:
North, Southeast Asia: USD$8
Australia, New Zealand: USD$9
America, Europe: USD$10 
India, Middle East, Africa: USD$10
(10 to 14 working days, duration may fluctuate by countries and seasonal impacts.)

* Shipping duration refers to days after shipment confirmation
* Shipping preparation may take 1-5 working days after order confirmation
FREE SHIPPING OFFERS?
Local (Singapore and Korea): USD$50 and above in one single order.
International: USD$100 and above in one single order.
DO YOU SHIP INTERNATIONALLY?
Yes!

We currently do international shipping from South Korea.

We are based in Singapore and manufacturing in Korea, so for orders in Singapore and South Korea, you guys will get your hands on our lovely products ASAP!
WHAT SHIPPING METHODS ARE AVAILABLE?
All your orders will be sent via registered mail only!

Priority mail is available for those urgent orders! (Singapore only! Sorry, we are working on it!)
I ENTERED THE WRONG ADDRESS!
If your order isn't shipped out yet, quickly send us your Order Number, Name, Email Address and the new address to hello@solyph.com

However, if your order(s) are already shipped out, we are unable to help you.

If your order has been sent back to us and you still would like to receive it, please note that all redelivery costs should be absorbed by you, the Customer.

EXCHANGE, REFUNDS & RETURNS

HOW TO EXCHANGE OR RETURN?
Exchange

We do not offer direct exchanges on any of our products, unless defective or damaged. Should item be defective or damaged, please send us an email at hello@solyph.com with your Order Number, Full Name and image(s) of the defective product(s).

Returns

Any goods purchased from the website are not eligible for returns once used/unsealed.
RETURN POLICY
You can check out our Return Policy here.
I RECEIVED AN EXPIRED PRODUCT.
SOLYPH takes pride in only bringing the best to you!

We ensure that all products are at its best condition before shipment, however, if there was a lack of foresight from us, please do not hesitate to email us at hello@solyph.com with your Order Number, Full Name and image(s) of the product(s) you received.
AN ITEM IN MY ORDER WAS DAMAGED IN TRANSIT! WHAT DO I DO?
We are so sorry to hear that!

Do send us an email at hello@solyph.com with your Order Number, Full Name, and image(s) of the damaged product(s) and we will be happy to help you!

AN ITEM IS MISSING FROM MY PACKAGE! WHERE IS IT?
We are so sorry to hear that!

Sometimes, orders may be separated into 2 or more fulfilments, so do make sure to check your email for any additional tracking information.

Should there be no additional tracking information, do send us an email at hello@solyph.com with your Order Number, Full Name, along with image(s) of the products you have received and we would help you as much as possible!


ORDERS

TRACKING ORDERS
You can track your orders via the following methods:

1. Go to your Account page.
2. Find your order(s) at the Order History section page and check the status.

Or alternatively, you can check your order(s) through email updates from SOLYPH!

HOW TO CANCEL AN ORDER?
Unfortunately, once the payment is confirmed, NO changes or cancellations can be done to your order.
SHIPMENT AND ORDER CONFIRMATIONS

The following emails would be sent out within:

Order confirmation: 1 working day,
Shipment confirmation: 3 to 5 working days,

If otherwise, please send an email to hello@solyph.com with your Order Number and Full Name.

CAN THE ORDER(S) BE SHIPPED TO MY COUNTRY?
Some countries have restrictions on what can be imported into the country. It is the Customer's responsibility to ensure that their country's import laws allow our products and its ingredients.
I RECEIVED AN OUT OF STOCK EMAIL! WHAT DO I DO?
Your order has been confirmed but you received an 'Out of Stock' email? We truly apologize for that as it could indeed happen!

If your item happens to be the last piece that fails our strict checks before shipping out, we will notify you through email about the cancellation and refund the money back to you.

At this point in time, we are not able to replenish our stocks as quickly as we like to, so please do grab them when it's available!

 

I'M ORDERING AS A GIFT! HOW DO I MAKE SURE THAT THE PRICES AREN'T SHOWN ON THE PRODUCTS?
No worries!
You can include a note during your order to let us know and the invoice would only be sent to your email!
I STILL HAVEN'T RECEIVED MY PACKAGE!
Once you receive your shipment email, 

Local (Singapore and South Korea): 3 to 5 working days,
International: after 14 working days,

If you haven't received your package after the stated time, please send an email to hello@solyph.com with your Order Number and Full Name.

PAYMENTS & ETC

PAYMENT METHODS
We accept PayPal, GooglePay, ApplePay and all major credit and debit cards from Visa, Mastercard, American Express and Discover.
DISCOUNT CODES
We have discount codes from time to time, just for you! So make sure to create a SOLYPH account or subscribe to our newsletter to be the first few to get our discount codes! 
FRAUD PROTECTION PROGRAM
All payment forms are subject to verification and review by SOLYPH. SOLYPH reserves the right to refuse to process any transaction, sale, or shipment of orders due to suspected fraud, unauthorized or illegal activity. To find out more about our fraud protection program, please see our Terms & Conditions.


SKINCARE CONCERNS

CAN I USE SOLYPH IF I HAVE SENSITIVE SKIN? 

Yes, you absolutely can!

All of our products are made from active natural ingredients, including our Soothing Heroes (Aloe, Kelp, Yam, and Centella) that are all crafted to be mild, soothing and effective for all skin types.

Our manufacturer is the most trusted specialist in clinical cosmetics and nature science skincare in Korea. All of our ingredients and formulas are dermatologically tested and proven to be safe and effective on sensitive skin.

 

CAN I USE SOLYPH IF I HAVE DRY SKIN? 
Our Forest bathing essence mist, Core lifting serum, and Multi-action moisturizer are here to save your dry skin!

Step 1! Start your day with sprays of our Forest bathing essence mist.

Step 2! Tap tap tap away! Tap our Core lifting serum into your skin to charge it full of moisture!

Step 3! Layer on our Multi-action moisturizer to lock in the moisture and build up your skin’s barrier to power through your day!

Last, but not least! After cleansing, apply a few layers of the moisturizer to keep your skin rejuvenated and renew through your beauty sleep!

Trust us, your dry skin will thank you for this routine!
CAN I USE SOLYPH IF I HAVE MATURE SKIN? 

Mature skin? Is your skin feeling really heated and sensitive? Don’t worry we got you.

To nourish, regenerate and reduce fine lines and wrinkles, we suggest our Core lifting serum, a thick layer of our lightweight Multi-action moisturizer and the Cooling cellulose mask. A beautiful combo filled with natural active ingredients for a youthful glow!

Cool tip! You should bring the Forest bathing essence anywhere with you for that immediate skin cooling and refreshment any time!

CAN I USE SOLYPH IF I'M PREGNANT? 

Yes! Our ingredients are all validated and proven to be safe so you and your little one don’t have to worry!

But just to be sure, make sure to consult your doctor first!

WILL SOLYPH'S PRODUCTS AGGRAVATE MY ECZEMA? 

Although our ingredients are validated and tested to be safe for all skin types, we highly suggest that you consult a dermatologist before using our products to prevent possible further irritation of the skin. Everyone’s skin reacts to products differently and some may be more reactive than others.

As much as we know that our products are safe, we still want you to be on the safe side and check before using!

CAN I USE SOLYPH IF I'M A MALE? 

Yes, of course! Skincare is genderless! As long as you know your skin issues, any skincare routine can be applied to you!

All our products are safe to use on all skin types, and by that, we mean ALL SKIN TYPES! Gender or not, skincare doesn’t see it.

CAN I USE SOLYPH IF I HAVE OILY SKIN? 

Oily skin? No worries!

We recommend our Forest bathing essence mist, the distilled pine leaf water-based formula is lightweight, controls sebum, and oil secretion while still keeping your skin moisturized and refreshed! And our Phytoncide water moisturizing cleanser too! It cleanses your pores, remove excess oil and sebum thoroughly, letting your skin breathe and glow!

CAN I USE SOLYPH IF I'M GOING THROUGH PUBERTY? 

Puberty being hard on you? Here’s a cooling solution for the temperamental skin!

Our Core lifting serum and Forest bathing essence mist do wonders in helping soothe and cool the inflamed, irritated skin, keeping you light and refreshed!

Your skin might tingle when using this combination but chill! That’s the antioxidants and antimicrobials properties in our base water doing the work! It helps prevent the spread of bacteria and aids in the healing inflamed skin caused by hormonal changes.

CAN I USE SOLYPH IF I HAVE ACNE PRONE SKIN? 

Congested skin and acne is a pain in the neck, we know, that’s why we have the answer for it. :)

The most important step to helping acne skin is to never layer on heavy moisturizers and let the skin breathe, so lightweight it is! Our Core lifting serum and Forest bathing essence mist is extremely lightweight and penetrates the skin quickly to provide the cooling, soothing and calmness that your skin needs! It is also full of natural extracts so you don’t have to worry about breaking out more!

ARE SOLYPH'S PRODUCTS NON-COMEDOGENIC? 

We can safely say that, yes we are non-comedogenic!

Our ingredients and products are derived naturally, all from nature, and have undergone strict clinical testing to ensure that the products don’t cause any clogged pores, irritations or breakouts.

WHY IS THERE A TINGLING SENSATION WHEN USING SOLYPH'S PRODUCTS? 

Don’t worry about it!

Our base water, the pine leaf water, has antimicrobial properties that may cause a little tingling sensation but that should go away after a while! But! If the tingling sensation persists and redness is observed, please visit your dermatologist! 


PRODUCTS AND INGREDIENTS

ANY NASTIES? 
We don’t like nasties, hate them.
Instead of using nasties to formulate our products, we find alternatives so that you can have a peace of mind when perfecting that glowing skin.

You can see a full list of our unfriendly ingredients here.
DO SOLYPH'S PRODUCTS CONTAIN ANY KIND OF PRESERVATIVES? 

Instead of parabens, we use 1,2-hexanediol, a friendly and kind ingredient that also works as an antimicrobial, moisturizing agent on the skin. It is a safe and non-sensitizing ingredient that has been rated 1/10 EWG Skin Deep database, making it safer than other harsh preservatives.

ARE THERE ANY SAMPLES?

We do not provide samples for our current collection.

 

ARE YOUR PRODUCTS NON-COMEDOGENIC?

We can safely say that, yes we are non-comedogenic!

Our ingredients and products are derived naturally, all from nature, and have undergone strict clinical testing to ensure that the products don’t cause any clogged pores, irritations or breakouts.

IS SOLYPH'S PACKAGING ENVIRONMENTALLY FRIENDLY?

Our outer packagings in paper and the delivery box are all non-coated to be recycled, but unfortunately, we found that all plastic packagings in the current market are hardly recyclable due to high cleaning costs and chemical pollution by burning them.

We will constantly look out for better sustainable options, and will be one of the leaders to adopt the most environmentally friendly packagings!

DOES SOLYPH TEST ON ANIMALS?

No! Animals are friends and we would never ever hurt them!

 

IS THE FRAGRANCE IN THE PRODUCTS NATURAL?

We, at SOLYPH, can proudly say that No! We don’t use artificial fragrances.

The subtle and authentic scent in our products is 100% naturally drawn from our main ingredient, pine leaf. With our artisanship, we extracted the natural scent of the pine leaf in a separate process to deliver the wholesome natural aroma.

 

ARE SOLYPH'S PRODUCTS VEGAN AND GLUTEN-FREE?

Our products are all vegan and gluten-free! 

However, due to an ingredient that we used as a natural emulsifier called 'Beeswax', we are not 100% vegan-friendly. But we are working on finding vegan options, so please stay tuned to our products! 

WHERE ARE THE PRODUCTS MADE AT?

With the most advanced skincare research and technology, our products are made with 100% love from Korea!

WHO DEVELOPS THE PRODUCTS?

We are a private company based in Singapore, partnered with a manufacturer in Korea for our products. We work together to develop the best products to deliver the best value for you. 

WHAT IS SOLYPH'S KEY AND MAIN INGREDIENTS?

Our key ingredient is Pine Leaf Extract from the fresh seasonal harvest!

You can find all our active natural ingredients for each product at product detail page and at our Ingredients page under About menu.

You can go directly to our full ingredients page over here.

WHEN DOES THE PRODUCT EXPIRE?

The expiry dates are always printed on the products! However, if you need to know:

Products are best used within:
3 years from manufactured date.
12 months from opening.

 

NANOPARTICLES?

Nanoparticles are useful and effective when formulating physical sunscreens. Thanks to the fine texture, the formula can be applied easily and smoothly on the skin but it could also have side effects.

SOLYPH’s physical sunscreen is formulated by the most innovative technology to make the particles in between nano and non-nano so that the sunscreen can sit on the skin safely and effectively.


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