Frequently Asked Questions

Naira · Lamsat Naira

These are the questions we are asked most, answered with the detail we would want ourselves. If yours is not here, write to us and we will answer within 24 hours on working days.

1. About Naira

● What inspired Naira's philosophy?

One question kept coming back to us: why does skin give a quick result and then turn on you? We lived it ourselves — a product we liked at first that left us flaking and sensitive, and a bottle we turned over in our hands reading ingredients we could not name.

So we started from the other end. Instead of asking how skin looks today, we asked how to keep it healthy and fresh. The answer was in the skin barrier — the layer that protects it and holds its moisture, and that tires under everything we put on it.

That is why our formulations are built on nourishment, prevention and support for that barrier, inspired by the treasures of Arab skincare passed down to us, and backed by science and by specialist review.

● What sets Naira's products apart?

We make care that supports your skin barrier, nourishes it and helps keep it balanced, rather than a surface effect that fades — with its long-term effect on skin health in mind. We drew our formulations from the secrets of Arab beauty and from the rare ingredients of our own environment that suit the nature of our skin, and combined that inspiration with science and with reviews by local and international specialists who help us meet international standards.

● Where are your products made?

They are made in our own laboratory in the Kingdom of Bahrain, under the supervision of a bio-engineer and a skincare specialist, and with international chemists consulting. We select every ingredient ourselves, with great care and after several rounds of testing.

● Are your products free from animal testing? And are they vegan?

None of our products has been tested on animals, and our formulations are 100% vegan — no ingredient of animal origin goes into them.

2. Ordering and payment

● How do I order from the store?

1. Choose your products and add them to the basket.

2. Complete your shipping and payment details at checkout.

3. The total including shipping is shown before you pay; then confirm.

4. You receive an order confirmation with your order number and the expected delivery date.

● What payment methods do you accept?

Benefit and mada cards, credit cards, Apple Pay and bank transfer, along with whatever else appears at checkout.

All orders are paid in advance, and we do not offer cash on delivery. We also charge no extra fee for paying by card.

● Do prices include tax?

Our prices are final as shown. We are not registered for value added tax, so no tax is added to the price and we do not issue tax invoices.

● When does my order become confirmed?

Displaying a product in the store is an invitation to treat, and the sale is formed when we send you the order confirmation, not on payment alone. If we cannot fulfil your order after payment — because an item has sold out, for example — we tell you and refund you in full.

● Can I change or cancel my order after paying?

— Yes. Cancellation is free and complete before the order ships, for any reason — message us on WhatsApp and we cancel it right away.

— The address can also be changed before shipping, but not after.

— Once it has shipped, the return and exchange policy applies.

● I paid but no order confirmation arrived. What should I do?

Check your spam folder first, then message us on WhatsApp +973 3763 2951 with a screenshot of the charge and the time of the transaction, and we will check it for you straight away.

3. Shipping and delivery

● Where do you ship to?

We ship from the Kingdom of Bahrain to all of its governorates, to the GCC states — Saudi Arabia, the UAE, Kuwait, Qatar and the Sultanate of Oman — and to most countries worldwide. The options available for your country appear at checkout.

● How much is shipping, and when will my order arrive?

Destination	Cost	Delivery time
Within Bahrain — under 30 BHD	1.5 BHD	1 – 2 working days
Within Bahrain — 30 BHD and above	Free shipping	1 – 2 working days
GCC states	2 BHD (about 20 SAR)	3 – 7 working days
GCC states — 300 SAR and above	Free shipping	3 – 7 working days
Rest of the world	By destination and weight	7 – 21 working days

Add to these a preparation time of one to two working days from confirmation of payment. Delivery time is counted in working days from when the shipment is handed to the carrier, not from the order date.

● How do I track my shipment?

You receive a message with the tracking number and the carrier's name as soon as the shipment leaves us, and you can follow it through the tracking link or ask us to follow it with you. The courier contacts you before delivery, so please keep your phone available.

● Will I pay customs duties outside Bahrain?

The charges we show at checkout are shipping charges only. Some countries levy customs duties or import taxes payable by the recipient directly to the carrier or to customs. They differ from country to country, so we cannot estimate them in advance. Please check with your country's customs before ordering.

● My order is late. What now?

— We tell you in advance if anything will delay your order, without your having to ask.

— And if your order clearly exceeds the times above, write to us and we will follow it up with the carrier on your behalf.

● The box arrived damaged or open. What should I do?

1. Inspect the carton before signing for it, and if it looks torn or wet, photograph it before opening it.

2. Tell us within 48 hours of receipt with the photographs — that is the fastest route to sorting it out.

4. Returns and exchanges

● What is the return window, and what are the conditions?

Situation	Window	Outcome	Who pays shipping
Defective or non-conforming product — whether opened or sealed	7 days from receipt	Replacement or refund, your choice	Naira
Sealed product, you changed your mind	3 days from receipt	Full refund or exchange	Customer
Opened product, you changed your mind	—	Personal-use products — see the answer below	—

● How do I request a return or exchange?

1. Message us on WhatsApp +973 3763 2951 with your order number, a photograph of the product and its packaging, and a deion of the problem.

2. We reply with the return method and arrange collection.

3. Once it reaches us and has been inspected, we issue the refund within 3 working days by the same method you paid with. It reaches a card or Apple Pay in 5 – 14 working days depending on your bank, and a bank transfer in 1 – 3 working days.

● I opened the product and changed my mind. Can I return it?

Skincare products are personal-use products that touch the skin and hair directly, and once the seal is broken their safety cannot be guaranteed and they cannot be sold on to another customer — which we will not do, out of respect for you and for her. So a change-of-mind return has to come before the seal is broken.

● The product caused a reaction or irritation. What should I do?

- Write to us first so we can check the product was used and stored correctly. If the reaction continues, stop using it and consult a doctor if the symptoms persist.

● I would rather exchange the product than get a refund. Is that possible?

Yes. Where the product is defective or non-conforming, the choice between replacement and refund is yours. For a sealed product you can choose exchange or a full refund within 3 days.

5. Products and ingredients

● Are your products natural?

Our formulations are based on natural oils and extracts.

● How do I find out what is in a product?

The full ingredient list is printed on the packaging, and if you have a question about a particular ingredient, write to us and we will answer it.

● Are they suitable for sensitive skin?

Our formulations suit most skin types, sensitive skin among them. Even so, skin differs from one person to the next, so we recommend a patch test before first use, and checking the ingredient list if you have a known allergy to a particular ingredient.

● How do I do a patch test?

1. Apply a small amount to the inside of your forearm or behind your ear.

2. Leave it for 24 hours without washing it off.

3. If no redness, itching or burning appears, the product is most likely suitable for your skin.

● Can I use them while pregnant or breastfeeding?

Our formulations are safe during pregnancy and breastfeeding, but the full ingredient list is on the packaging and on the product page, and we recommend showing it to your doctor before use during pregnancy or breastfeeding.

● Are they suitable for teenagers?

Our formulations are safe at every age.

● Are the products for women only?

Our products suit both women and men.

● I noticed a difference in colour or smell from the previous bottle. Is that normal?

Yes. Natural preparations can vary slightly in colour or smell from one batch to another with the harvest and the season, and that does not mean anything is wrong with the product. But if you notice a clear change in texture, or a smell that is not the usual one, write to us with a photograph of the product and the batch number.

6. Using and storing

● How should I store the product?

— Somewhere dry and cool, away from direct light and heat.

— Closing the packaging properly after each use.

— And do not leave the shipment in the car or in the sun after receiving it, particularly in summer — high heat can change the texture, colour or smell of natural oils.

● How long can I use the product after opening it?

The period of use after opening is printed on the packaging.

● When will I see the effect?

Skincare is a daily habit, not a single dose, and its effect shows with consistency and differs from one person's skin to another's with its type and its routine. We recommend keeping to the routine set out on the product page and watching your skin alongside it.

● Can I use more than one product together?

Yes, and our products are designed to work together. The order of use is set out on each product page, and if you are unsure, write to us and we will put together a routine that suits your skin.

7. Your account and privacy

● What do you do with my data?

We use it to fulfil your order, to contact you and to improve our service. The full detail is in the privacy policy.

● Do you store my card details?

No. Payments are processed through licensed payment gateways, and we do not keep your card details on our site.

● How do I unsubscribe from marketing messages?

Through the unsubscribe link at the foot of any message you receive, or by writing to us at [email protected]. We stop the messages within 10 days. Order and shipping messages still reach you, as they are part of fulfilling your order.

8. Contact us

● How do I contact you?

WhatsApp +973 3763 2951, or e-mail [email protected]. We reply within 24 hours on working days. Quote your order number in your message and the reply will reach you faster.

● Where can I read the full policies?

Terms and Conditions · Privacy Policy · Cookie Policy · Shipping and Delivery Policy · Return and Exchange Policy — all of them are published at the foot of the store. This page explains them in plainer language and does not replace them; where the two differ, the policy text governs.

This English text is a translation provided for convenience. The Arabic version of this is the binding one, and in the event of any discrepancy between the two texts the Arabic text prevails.