How can we help?



What is biotechnology?

Biotechnology is the melding of nature and the lab to produce safe, effective, and more sustainable active ingredients for skincare. This approach allows to recreate and develop lab-made ingredients derived from nature in a controlled environment, such as hyaluronic acid, probiotics, peptides, etc. to transform skincare routine, while having a lower environmental impact for the planet.

Our own biotechnological journey started when our scientists invented BIYUSEN™ - made from Moor Onsen Water, derived from a hot spring water in Hokkaido, Japan.

What is BIYUSEN™ ?

BIYUSEN™ is our wonder proprietary ingredient made of Moor Onsen Water and other plant-derived complex of actives. It helps to moisturise, softens and brighten skin while promoting inflammation relief and graceful ageing for a rejuvenated complexion.

Are IREN Shizen products safe?

We do not use any ingredients that are toxic, comedogenic or harmful to your skin. We have blacklisted more than 2000 "toxic" ingredients and base our formulations on factual evidence, using natural botanicals and plant-based actives as our primary formulation. 

Are IREN Shizen products natural?

Our formulations contain up to 99% ingredients of natural origin, and are purified of all controversial ingredients, such as endocrine disruptors, irritants, allergens.

We combine natural plant extracts with advanced active ingredients to ensure maximal efficacy.

All our products are infused with our proprietary miracle complex, BIYUSEN™, that is derived from the all-natural Japanese moor onsen (hot spring) water, which is known for its healing prowers.

Are IREN Shizen products vegan?

We are 100% vegan and do not use ingredients derived from animals.

Does IREN Shizen test on animals?

No, we are Leaping Bunny Certified, which means we have passed all the strict international guidelines to not test on animals throughout our supply and production chain. The Leaping Bunny is the most trusted cruelty free certification for non-animal tested products.

Where are IREN Shizen products made?

Our products are made in Japan.

What is the average lifespan of IREN Shizen products?

Usually our products have 6-12 months shelf-life from first opening, or 3 years shelf-life when unopened.

Look out for the symbol of an opened jar containing a number and letter 'M' on our product packaging. This represents the number of months the product will stay good after the product is opened for the first time. Eg. 12M = once opened, you have 12 months to use it before its considered expired.

Are IREN SHIZEN products non-comedogenic?

Our products do not contain mineral oils, silicones, coconut oil, beeswax, or ingredients that are comedogenic.

Are IREN Shizen products suitable for men?

Yes. Our products are formulated for everyone and proven to work with optimal efficacy, regardless of gender.

What if my skin reacts to a product?

If your skin reacts to a IREN Shizen product, stop using it immediately and write to us at It would help us to assist you better if you could include photos and the list of products you have used together in your routine. Our scientific team will study your case with the greatest attention in order to determine the cause of your reaction and to provide you with the best support in this process.

Are IREN Shizen products suitable for pregnant/breastfeeding women?

Our products do not contain essential oils, fragrances, parabens, hydroquinones, formaldehydes, phtalates, retinol, or any ingredients that are harmful to pregnant/breastfeeding women. If in doubt, we recommend consulting your doctor before usig any product.


How do I check if my order was successful?

After you place an order, you will receive an order confirmation at the email you provided. Please check your junk/spam folder if you don't see it your inbox. If we cannot fulfill your order, we will contact you. If you have any concerns, contact us at

How can I track the status of my order?

As soon as your order has been confirmed, a confirmation email is sent to you. Your order number and tracking number for the parcel are found within the email.

If you have an account with us, log in and find your order information within "My Account"

Finally, you will also be able to receive follow-up emails or texts from the delivery service.

I am having trouble checking out my order, what can I do?

If you have correctly entered your details and added your products to your shopping bag but are unable to finalize your order, do contact us for assistance by completing the form on our contact us page, or write to us at

Sometimes your browser is storing data on our site which is no longer up to date. We suggest that you try emptying your caches by using the "Shift + F5" keys if using the Google Chrome browser, or "Ctrl + F5" if using Internet Explorer or Firefox.

How do I make a return request?

You have a period of 14 days from receipt of your order to return an item or items. To do this, contact our customer service department at indicating your order number. You will be reimbursed on the original payment mode that was used, as soon as we receive the returned product(s), by our logistics provider and provided that they are intact and unused. Return charges are at the customer's expense. 

Do read our Refund Policy for full instructions on initiating a return.

Can I cancel or modify my order after its been placed?

If your order has not yet been processed by our warehouse, it is possible for us to cancel and refund your order. In this case, please contact us as soon as possible by e-mail via If the order has already been processed by our warehouse, it will unfortunately no longer be possible for us to cancel it.

How can I be notified when a product is back in stock?

The product you desire is unfortunately out of stock? To avoid missing its return, on the product page you’ll find a sign up form that will allow you to receive an email notification as soon as the product is back in stock.

Payment & Billing

What payment method do you accept?

Credit / Debit cards accepted:
Visa, MasterCard, American Express, Paypal

We do not accept:
Cash on Delivery (COD), Cheques

When your credit card is authorized, funds are put on hold until the transaction is completed. When the order is shipped, the payment will be processed.

What can I do if my payment was declined?

Make sure your billing information matches what's on your card or try a different payment method.

If payment is still declined, please contact your bank or credit card company first. Authorization is between our banking provider and your financial institution. If you encounter any further difficulties, please email us at, and we will revert within the next business day.

Is my payment and personal information secure?

All information provided is strictly confidential.

It will be used soley by internal departments at IREN Shizen for delivery purposes or serving you better. We use the latest and most secure technology available, which encrypts all of your personal and credit card details.

Skincare Guides

Which products are best for me?

Take our Skin Ritual Quiz and have your skin needs accessed by our resident dermatologist. Based on your results, have the best suited products reccommended to you.

How do I mix the serums for a personalized treatment?

Inspired by the Japanese Art of Layering and thanks to our Encapsulated BIYUSEN™ Technology, all our serums can be mixed without any contradiction. You can either (1) use the serum alone, (2) layer the serums on different zones of the face, or (3) mix up to three serums in one single step for a customized and targeted treatment.

What skin types are IREN Shizen products suitable for?

We believe skin concerns are more important. Skin types can be too generic; it is possible to have dry and dehydrated skin, yet still suffer from acne. It is also possible for oily skin types to be prone to sensitivity. A generic indication leads to using generic products catered for one generic use. By targeting skin concerns instead, we created custom serums to solve your specific skin concerns. Skin concerns change often due to age, stress, environmental attacks, climate or hormonal changes. We encourage you to be attentive to your skin needs, while we promise to deliver more visible and positive results.

Why is it recommended to mix up to three serums only?

All our products go through a rigid and complex testing process by our internal R&D team to guarantee visible results and maximum efficacy. To ensure that the active ingredients have the optimal amount for the best efficacy, we recommend mixing up to three serums. Mixing more than three serums in one time would result in having insufficient active ingredients from each serum to have a satisfactory effect.

Can IREN Shizen products be used on the eye area?

Please refer to the packaging of the product purchased. The instruction of use can usually be found under the product description. There are certain products that can be used under the eye area.

We reccommend two serums which are best used to address the under eye area: Forever Young Anti-Aging Serum and Skin Reboot Antioxidant Serum.

The Forever Young Anti-Aging Serum helps to lift and tone the eye area, reducing fine lines around the eyes. The Skin Reboot Antioxidant Serum contains caffeine solutions that will synergically work to reduce eye puffiness and improve circulation to lighten dark eye circles.

How long does it take to see results?

Results are very personal and depend on many factors, including your own skin genetics. Skin reacts differently and the time taken to see final results would vary for every individual.

In general, thanks to our Encapsulated BIYUSEN™ Technology, which aids in faster visible results, you would find that skin is smoother, calmer and more glowy upon usage. We invite you to wait several weeks (at least two cycles of cell renewal) to see the final effects of the product because a cell renewal lasts up to 4 weeks. The active ingredients contained in the products can be visibly effective on the skin usually after 6 weeks.

Offers & Gifts

How can I redeem my 3 free samples?

You can select your choice of 3 samples at the check-out page. You'll receive your samples together with your purchase item(s).

Can I choose my samples?

Yes you can. You can select up to 3 free samples of your choice at the check-out page.

Does IREN Shizen offer any promotions?

Check the "Offers" section on our top menu bar. You would be able to find the ongoing promotions and specials.

How do I apply a discount code for my purchase?

You can enter your valid promo code only at the check-out page. Please note that certain discount code may not be valid with other ongoing promotions.

Shipping & Delivery

Do I need to pay tax / VAT ?

Taxes or VAT are included in the order price if you are ordering from:

- Europe

For orders outside of these countries, may be subjected to import taxes, customs duties and fees.

What happens if I fail to pay my fees?

Your parcel will be returned to us if you fail to settle tax and duty fees. You will get a refund, but less the cost of outbound and return shipping.

How fast will my order be dispatched?

If you place your order before 3PM, they will be expedited on the same business day. All other orders after 3PM will be expedited on the next business day.

How long does it take to receive my order?

Please refer to the Shipping Policy page for delivery rates and times for each country.

Get in touch

Reach out to us anytime for more enquiries.