Help
FAQ
Straight answers. Where we do not yet have one, we say so.
The system
01What is RESET/01?
RESET/01 is our first collection: a five-step recovery system built around Ectoin. It is a sequence rather than a range — 01 MILK, 02 MIST, 03 NIGHT, 04 MASK and 05 LIP each do one job and hand the skin to the next. RESET/01 is the name of the system; the numbers 01 to 05 are the steps within it.
02Do I need all five steps?
No. Each step is formulated to work on its own, which is why they are sold individually. The sequence is where the system earns its name, but if you are starting somewhere, start with 01 MILK for hydration or the Discovery Kit if you want to see how your skin responds to the whole thing.
03Can I use RESET/01 with my retinoid or acids?
That is what it was designed for. RESET/01 is a recovery layer, not a replacement routine — the actives were chosen partly because they are stable across a wide pH range and do not compete with exfoliating or retinoid steps. Apply water-based steps first, lipid-rich steps last, and give each product a moment to settle.
04How long before I see a difference?
Hydration and comfort are usually noticeable early. Anything structural takes longer, because barrier recovery happens at its own pace and not at the pace of a product. We suggest judging a recovery routine over three weeks rather than three days, and we are not going to publish a number we have not measured.
Products & use
01Is 05 LIP a lipstick or a treatment?
Both, deliberately. It is a real solid stick mechanism — not a doe-foot applicator — so it looks and applies like a lipstick, but the formula behaves like a treatment balm and leaves sheer, buildable colour. The format is the point: lip recovery depends on how often you reapply, and a twist-up stick gets reapplied.
02Does 05 LIP contain SPF?
We make no sun protection claim for 05 LIP. An SPF claim requires specific testing on the finished, manufactured product and regulatory validation of the resulting number. Until we hold both, there will be no SPF figure anywhere on this site — including in a footnote.
03Do the formulas contain fragrance?
No fragrance is added to any RESET/01 formula. They are designed to have no scent of their own. Raw materials can carry a faint characteristic smell, which is not the same thing as an added fragrance and is not listed as one.
04What material is 04 MASK made from?
Being finalised
The substrate is being specified with our manufacturing partner. Rather than name a premium material we have not yet signed for, we will publish exactly what it is — and its dimensions — once that specification is contractual.
05Is RESET/01 suitable for sensitive skin?
The system was formulated for skin that is uncomfortable rather than for skin that wants more activity, which generally means well-tolerated textures and no added fragrance. We cannot tell you it is suitable for your skin specifically. Patch test on the inner forearm for a few days, and if your skin is painful, broken or persistently inflamed, speak to a healthcare professional rather than a skincare brand.
Ingredients
01What is Ectoin, briefly?
A small, strongly water-loving molecule called an extremolyte, originally identified in micro-organisms living in extreme environments. It organises water around itself, which is why it is used in cosmetics to support hydration and skin comfort. The Ectoin used in skincare is produced by fermentation, not harvested.
02Where can I see the full ingredient list?
On every product page, before you buy, under "Full ingredient list". Where a list is still marked pending, it is because the formula is being finalised with the lab and the INCI declaration is not yet locked. We would rather show you that state than publish a list that changes.
03Is NOKOÏ vegan and cruelty-free?
Being finalised
We are not making either claim on this site yet. Both are specific statements with regulatory and certification implications, and both depend on final raw material documentation and our manufacturing agreements. When we can point to the paperwork, we will publish it here — with the certifying body named.
Orders & shipping
01Where do you ship?
Being finalised
Destinations, carriers and delivery windows are being finalised with our fulfilment partner. They will be published on the Shipping & Returns page and confirmed at checkout before any order can be placed.
02What is your returns policy?
Customers in the EU and the UK have a statutory right to withdraw from a distance purchase within 14 days of receiving it. Our own position on opened cosmetics, and the return process itself, will be published in full on the Shipping & Returns page before orders open.
03Is my payment information safe?
Card details are never entered on, processed by or stored on this site. Checkout runs on Shopify’s hosted infrastructure, which handles payment and its compliance. We receive the order, not the card.
The brand
01Where are the products made?
Being finalised
We will state the country of manufacture once the products are manufactured and we can do so accurately. NOKOÏ makes no claim of Japanese, Korean or European origin, and none will appear on this site unless it is true and documented — including by implication, in imagery or in language.
02Is the kraft packaging eco-friendly?
Being finalised
Kraft is a material and aesthetic decision, not an environmental claim. Looking natural is not the same as being measurably better, and we are not going to trade on the confusion. Certifications, recycled content and recyclability will be published as specific figures once we hold the documentation for them.
03How is customer feedback collected?
The ratings published on product pages are first-party feedback collected by NOKOÏ. They are not invented, not bought, and not marked as a verified purchase unless a connected review platform matches the entry to an order. Collection method and wording stay as the customer left them.
04How do you pronounce NOKOÏ?
No-ko-ee. The diaeresis on the Ï marks it as a separate syllable rather than part of a diphthong — the same job it does in French. It is a constructed word, chosen for how it sounds and how it sets.