Frequently Asked Questions

We ship across the Middle East. Delivery timeframes and costs vary by location and will be displayed at checkout.

Yes — we offer free delivery on all orders over AED 250.

Delivery typically takes 3–7 business days depending on your location. You'll receive a tracking number once your order is dispatched.

Express options may be available at checkout for an additional fee. Availability depends on your delivery address.

We curate brands that hold recognised certifications — including certified natural, certified organic, certified cruelty-free, and vegan credentials. You can filter by these ethos labels when browsing our shop.

When building a truly clean beauty routine, understanding what goes into your products is the first step. Many customers wonder how to identify formulas that are both effective and genuinely natural. The answer lies in looking beyond the front label and exploring the ingredient philosophy behind each brand. Sustainable beauty prioritizes plant-derived actives, cold-pressed oils, and botanical extracts that nourish the skin without synthetic fillers. It also means choosing products that are cruelty-free, vegan-friendly, and packaged with the planet in mind. By focusing on certified organic and eco-conscious ingredients, you can create a regimen that supports both your skin's health and the environment, all while enjoying high-performance results.

Shipping and delivery are common concerns for those new to online clean beauty shopping. Orders are carefully packed using recyclable and minimal materials to reduce environmental impact while ensuring your products arrive safely. Delivery timelines vary depending on your location within the region, but the goal is always to provide a seamless experience from checkout to unboxing. Tracking information is typically provided so you can monitor your order every step of the way. Should any issues arise with your delivery, customer care is available to assist and resolve concerns promptly. The aim is to make accessing sustainable skincare, haircare, and body care as convenient and stress-free as possible.

Product returns and exchanges are handled with the same care and transparency that define the clean beauty philosophy. If a product does not meet your expectations, it is important to review the specific return policy outlined at the time of purchase. Most items can be returned within a reasonable window, provided they are unused and in their original packaging. This policy ensures that every customer can explore new natural skincare and makeup with confidence. The focus remains on helping you discover the right formulations for your unique skin concerns, whether that involves switching to a gentler cleanser or finding the perfect organic serum for your routine.

Many customers ask how to choose between the wide array of natural oils, serums, and treatments available. The key is to identify your primary skin concern, whether it is hydration, uneven texture, or sensitivity. Lightweight oils and water-based serums work well for oily and combination skin, while richer butters and balms are ideal for dry or mature complexions. Haircare follows a similar logic, with sulfate-free shampoos and nourishing masks catering to different hair types. Clean beauty is not one-size-fits-all, which is why curated selections and detailed product descriptions help guide your choices. Building a personalized routine becomes an enjoyable journey of discovery.

Many are, but not every product in our range is vegan. Look for the "Vegan" filter on product pages to narrow your selection.

Yes — several of our brands offer gluten-free formulations. Use the "Gluten free" filter when shopping to find them.

Our range spans Bath & Body, Haircare, Skincare, Beauty Tools, and Mummy & Child — each filled with consciously chosen products.

Join our mailing list to receive pre-order access and enjoy 10% off. We'll notify you as soon as pre-orders open.

If your order hasn't been dispatched yet, reach out to us at hello@hoiisa.com and we'll do our best to accommodate your request.

We accept major credit and debit cards. Available payment options are shown at checkout.

If you're not satisfied with your purchase, please contact us within 14 days of delivery. We'll guide you through the return process. Products must be unopened and in original packaging.