FAQs
Our products
Who are your products for?
For curls, coils, kinks and afro-textured hair, and for everyone who wants to care for textured hair with intention. Our formulas are inspired by African botanicals and made in Germany.
Which product should I start with?
If you are not sure, start with Thrive, our leave-in conditioner, and Seal, our sealing oil, which together make up the Moisture Duo. Our hair quiz on the home page also gives you a personal recommendation.
Where can I find the ingredients?
The full list of ingredients (INCI) is printed on every product and shown on each product page. If you have sensitive skin or known allergies, please do a patch test before first use.
Orders and shipping
Where do you ship?
Our hair care and body care products are currently shipped within Germany only. Our printed book is printed and shipped by our partner Lulu and can be delivered worldwide.
How long does delivery take?
Hair care orders are prepared within 2–5 working days and then usually delivered by DHL within 1–4 working days. You will find all details on our Shipping Information page.
Which payment methods do you accept?
All available payment methods, for example credit and debit card, Shop Pay, Apple Pay and Google Pay, are shown at checkout.
Will I receive an order confirmation?
Yes. After placing your order, you will receive an order confirmation by email, and a tracking link once your order has been shipped.
Returns
Can I return a product?
Yes. As a consumer you have a statutory 14-day right of withdrawal. You pay the cost of sending the item back. All details and the withdrawal form are on our Returns & Withdrawal page.
What about opened cosmetics?
Please do not open or use a product if you are thinking of returning it. Opened or used cosmetics can no longer be resold for hygiene reasons, so we may deduct compensation for the loss in value from your refund, up to the full price of the item.
Can I return the e-book?
Before buying the e-book, you agree that we provide it immediately. Your right of withdrawal therefore ends once the download is made available to you.
My order arrived damaged or wrong. What now?
Please email us at info@nayasorelle.com, ideally with a photo of the product and the packaging. We will sort it out quickly, and you will not pay any return costs.
Book, workshops and consultations
Is the book available as a printed book and as an e-book?
Yes. The Naya Hair Method is available as an e-book and as a printed paperback or hardcover, in English and German.
When is the next workshop?
New dates are announced on our Workshops page and on Instagram.
Contact
How can I reach you?
Email us at info@nayasorelle.com. We usually reply within 1–2 working days. Messages sent on weekends or public holidays are answered on the next working day.