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Frequently Asked Questions

  • Why is Serisilk™ good for my skin?
  • Can I return an item if I change my mind?
  • I have sensitive skin, can I still use Alexandr&Co. products?
  • Which countries do you ship to? Do you ship worldwide?
  • How do I return an item?
  • How much does shipping cost?
  • Are Alexandr&Co. products Alcohol Free?
  • Do any other skincare products contain sericin?
  • When will my order ship?
  • How long does it take to return an item?
  • Are Alexandr&Co. products Paraben Free?
  • What makes Serisilk™ unique?
  • My package arrived damaged, what do I do?
  • Are Alexandr&Co. products Dermatologically Tested?
  • I am not happy with my purchase, can I ask for a refund?
  • Are Alexandr&Co. products pregnancy safe?
  • Will Alexandr&Co. products clog my pores?
  • Do Alexandr&Co. products help with pigmentation?
  • Are your product good for rosacea-prone skin?
  • How long will it take to see results?
  • Where are Alexandr&Co. products manufactured?
  • When will my products expire?
  • How long will Alexandr&Co. products last?
  • Who are Alexandr&Co. products specifically designed for?

About Serisilk™

Why is Serisilk™ good for my skin?

Serisilk™ is made from the cocoon of the domestic silkworm (Bombyx Mori). Its main active ingredient known as sericin is a thick 'glue-like' protein super-molecule scientifically known for its strong affinity for human skin and its miraculous ability to protect, nourish and hydrate better than any other skincare ingredient in the market. In the medical field, it has been prominently used in the field of biomaterial synthesis and tissue engineering. Numerous scientific studies validate its powerful properties especially in the field of skin repair and regeneration. 

Sericin is a skin superfood widely known to have demonstrated the following incredible effects on human skin in real scientific studies:

1. Anti-Inflammatory effect[1] by significantly lowering the amount of inflammatory molecules produced naturally in skin.

2. Pro-Circulatory effect[1] by increasing blood flow through tissues (angiogenesis).

3. Anti-Scarring effect[1] by regulating Transforming Growth Factors (TGF) β1 and β3.

4. Rapid-Healing effect[1] by recruiting Mesenchymal Stem Cells to sites of injured or damaged skin.

5. Anti-Wrinkle effect[4] by increasing skin's natural levels of collagen.

6. UV-Solar-Protection effect[3] by being a natural guard against ultraviolet radiation.

7. Strong hydrating effect[2] by mimicking NMF (Natural Moisturizing Factor) and forming a skin barrier that reduces TEWL (Trans-Epidermal Water Loss).

 

Research Publications:

[1] Sericin hydrogels promote skin wound healing with effective regeneration of hair follicles and sebaceous glands after complete loss of epidermis and dermis [Chao Qi, Luming Xu, Yan Deng, Guobin Wang, Zheng Wang, Lin Wang]

[2] Silk sericin as a moisturizer: an in vivo study [Mahesh N Padamwar,Atmaram P Pawar,Aarti V Daithankar,K R Mahadik]

[3] Silkworm Sericin: Properties and Biomedical Applications [Regina Inês Kunz ,Rose Meire Costa Brancalhão, Lucinéia de Fátima Chasko Ribeiro and Maria Raquel Marçal Natali]

[4] Can Sericin Prove Useful as a Pleurodesis Agent or Tissue Glue? [Alkin Yazicioglu, Funda Demirag, Ibrahim Onur Alici, Erdal Yekeler, Nurettin Karaoglanoglu]

Do any other skincare products contain sericin?

Sericin has been studied as a cosmetic ingredient for decades and can be found in very small concentrations in some skincare products. However they are used in miniscule concentrations due to a very challenging manufacturing process and is mainly used for aesthetic reasons. Alexandr&Co's unique Serisilk™ manufacturing technology solves this problem, allowing sericin concentrations to be achieved higher than any other product on the market.

What makes Serisilk™ unique?

In its natural state, sericin is very difficult to incorporate into a cosmetic product in a high concentration due to its thick, viscious nature that affects consistency and absorption. Serisilk™ employs a special extraction method which allows for the production of the highest concentration of silk sericin possible in a skincare product, guaranteeing its efficiency as a powerful skincare ingredient and allowing it to show maximum benefit on your skin.

Additionally, sericin's molecular integrity can easily be compromised through poor manufacturing processes, denaturing and destroying the molecular structure through excess heat treatment and pH imbalances. Alexandr&Co's Serisilk™ contains sericin of a perfect molecular weight that provides maximum results, while remaining small enough to properly penetrate deep into skin tissues.

Ordering and delivery

Which countries do you ship to? Do you ship worldwide?

Yes we ship worldwide via DHL Express and DHL eCommerce. For orders from Singapore we usually use QXpress and several other local courier companies. 

How much does shipping cost?

For all Singapore Orders, shipping is free of charge and usually delivered within 5-7 business days from the date of purchase. Free shipping is provided for all orders valued up to SGD $200 from USA, UK, Canada, EU, Australia, New Zealand, Malaysia & Taiwan/HKSAR of China. For all other countries or for orders with a value below $200, a standard international shipping rate of SGD $50 shall apply to all orders.  

When will my order ship?

All orders are processed and shipped within 1-3 business days on standard shipping. DHL takes it from there, and once they have accepted your order, you will updated with delivery information via email/SMS. 

Once it leaves our hands, we no longer have control over your package. Please address any shipping concerns with the tracking provided in your shipment email with your local post, USPS or DHL by quoting the tracking number provided. 

My package arrived damaged, what do I do?

Something not right with your order? We are happy to help. Please send photos of the damaged product in shipping condition to corporate@alexandr.co, or alternatively contact our Business WhatsApp line and we will assist you further. We must be notified within 48 hours of package arrival. Unfortunately we are unable to assist with any damages or disputes that occur more than 48 hours after your delivery date. We require photos of both the product and the shipping box and how it arrived in order to assist you further.

Returns and Refunds

Can I return an item if I change my mind?

If you change your mind, you can absolutely return your item to us, within 14 days after receiving it, as long as it’s unopened, unused and contained in its original packaging with all tags and labels attached and sealed in plastic packaging. Unfortunately due to hygiene and safety reasons, we are unable to accept any products that have been opened, unsealed or tampered with. Once we have received the products and deemed them to be in good standing, you will be issued a refund within 14 working days. 

 

How do I return an item?

Return address:

To get started on returning a product, please email corporate@alexandr.co with the following information.

1. Your full name and address

2. Your order number beginning with (ACO...)

3. A clear photograph of the product in unopened packaging demonstrating its original condition. 

4. (Optional) - any feedback on your experience or your reason for requesting a return.

 

Once your return has been approved by one of our friendly customer support representatives, please send the products in their original box packaging to:

E-commerce Department, Alexandr&Co, 25 Tagore Lane, Singapore G Building, Postal Code 787602.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

I am not happy with my purchase, can I ask for a refund?

Yes. All refunds can be considered on a case by case basis. Should you develop an unfavourable reaction to your skin or have allergies that were unexpected, you may contact corporate@alexandr.co or chat with one of our customer service representatives on our Customer Service WhatsApp line. Refunds, once accepted shall be processed within 7-14 days or longer depending on choice of payment method. We strive to complete all refunds within 28 days from the date requested but kindly ask for your patience should any transacational issues arise with your financial institution.

For all other inquiries pertaining to refunds, please contact our Customer Service WhatsApp to discuss your case with one of our friendly customer service officers. 

Product Information

I have sensitive skin, can I still use Alexandr&Co. products?

All Alexandr&Co. products have been thoroughly dermatologically tested to be useable on all skin types. However, we appreciate that every customer's skin is unique and no skincare company can provide a 100% guarantee that a given product will not produce any skin reaction. Should you encounter any skin problems with your skin during the use of any Alexandr&Co. product, please stop use immediately, rinse thoroughly with water and consult a medical professional. 

Should you have any specific concerns to discuss, please contact our Customer Support Whatsapp or email corporate@alexandr.co and one of our friendly customer support specialists will assist you.

Are Alexandr&Co. products Alcohol Free?

Yes. All Alexandr&Co. products do not contain alcohol and are certified as paraben free.

Are Alexandr&Co. products Paraben Free?

Yes. All Alexandr&Co. products are Paraben Free.

Are Alexandr&Co. products Dermatologically Tested?

Yes, all Alexandr&Co. products are Dermatologically tested on live human subjects. 

Are Alexandr&Co. products pregnancy safe?

Congratulations on the pregnancy!

We know during this exciting time, you want to do what is best for your baby and your body, and we want the best for you during this time. We do not use harsh chemicals. If you are concerned about a specific ingredient, please consult your Obstetrician/Gynaecologist if you are unsure or have questions. There are no ingredients used in Alexandr&Co. products that are known to be contraindicated during the course of a pregnancy.

Will Alexandr&Co. products clog my pores?

All Alexandr&Co. products have been specially crafted and formulated for maximum skin penetration and minimal pore-blocking ability. Therefore, there is usually no issue for customers concerned about clogged pores. However, as each person's skin is different, we understand and appreciate your concerns if you develop clogged pores and acne which may naturally occur with the use of any skincare products. Using additional products on the skin such as sunscreens that contain silicon extracts may exacerbate pore clogging and give rise to acne. 

Do Alexandr&Co. products help with pigmentation?

Yes. Alexandr&Co. products contain Serisilk™ where the active ingredient sericin has unique properties that reduce inflammation and offer some protection from ultraviolet radiation. It also contains Vitamin C extracts (Ascorbic Acid) and other anti-oxidant compounds that help fight pigmentation and inflammation. For best results, we recommend the use of Alexandr&Co. products with an SPF 50+ moisturizer used 1-2 times a day.

Are your product good for rosacea-prone skin?

Yes, we have had many customers use our products for rosacea because they contain Serisilk™ and other extracts that help with redness, swelling, pimples, and inflammation. The ingredients we use are excellent for sensitive skin and are highly nutritious to inflamed skin. However we always recommend you consult a medical professional for any specific concerns.

How long will it take to see results?

Based on internal clinical studies and customer feedback, most will experience significant changes in their skin condition within just 12 days and some even as early as 4 days. We understand that each person's skin is different and people have different habits and lifestyles that greatly influences their skin's condition such as quality of sleep, hydration levels and stress. To get the most out of your Alexandr&Co. products, remember to increase your intake of water to recommended levels, get at least 7-8 hours of sleep every night and use with a daily sunscreen.

Where are Alexandr&Co. products manufactured?

All Alexandr&Co. products are exclusively made In Gunma Prefecture, Japan.

When will my products expire?

All Alexandr&Co. products contain an expiry date which is usually indicated on the back of the packaging. However, once opened all products should be stored covered in a room temperature such as a dressing table or bathroom and can last up to 12 months or until the stated expiry date, whichever occurs sooner. 

Exposure to light may cause Seriguard Moisturizer and Serishine Eye Cream to develop mild yellow discoloration, therefore we recommend keeping products sealed and away from sunlight at all times.

How long will Alexandr&Co. products last?

Depending on daily use amount, the average times our products can be used is as follows:

SeriClear Silk Face Wash - 30 to 60 days.
SeriGuard Anti Aging Moisturizer - 30 to 60 days.
SeriShine Anti Aging Eye Cream - 120 to 180 days.
SeriTone™ Silk Essence Toner - 60 to 90 days.
SeriGlow Elixir Anti Aging Serum - 30 to 60 days.

Who are Alexandr&Co. products specifically designed for?

As Alexandr&Co. products were created to combat the signs of aging, our ideal customers are from the ages of 25-30 who are looking to commence preventive aging skincare and 30 - 60+ for anyone concerned with already existing and progressive signs of aging such as skin discoloration, wrinkles, dryness, age spots and fine lines.

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