You can find commonly asked questions below. If you have other curiousity on your mind, ask us by sending email to enquiry@neostrata.com.sg


How do AHAs, PHAs and Bionic Acids work on the layers of the skin?

Hydroxyacids work on all levels of the skin to deliver proven results:

Top of Skin: AHAs, PHAs and Bionic Acid have remarkable effects on the skin. Hydroxyacids dissolve the bonds of thickened, dead skin cells on the surface of dry skin, causing an even exfoliation of the upper surface layers and revealing fresher, newer, hydrated and healthier cells. Skin feels very smooth and soft and looks vital healthy and glowing.

Middle Layers: Exfoliation at the top of skin leads to increased cell renewal in the middle layers. Benefits are a more even skin tone and complexion; healthier skin layers.

Deep Layers: All-over skin effects are evident in the plumping, volumizing and firming process that occurs. The skin's network is strengthened, as demonstrated by improved elastic fiber quality, increased GAGs, and increased collagen fiber density. This leads to a decrease in the appearance of fine lines and wrinkles. Increased natural moisturization and plumping occurs through increases in the essential gel matrix, leaving the skin looking younger, smoother, more supple, firm and radiant.

What are the effects of AHAs, PHAs and Bionic Acids on skin?

Hydroxy Acids (HAs) have been shown to decrease bonding between surface skin cells stimulating exfoliation and cell turnover. Skin surface layers become more youthful with a more normal distribution of skin pigment (melanin) which helps to clarify and even skin tone . Histology (skin biopsy) studies have shown anti-aging effects on deeper layers of skin including: increased collagen, improved elastic fibers/elasticity, and an increase of the hydrous gel matrix that leads to noticeable skin plumping and a reduction in appearance of wrinkles and fine lines. Aside from prescription retinoids, there are NO other ingredients on the market that can demonstrate this many skin benefits!

What is the difference between AHAs and PHAs?

Polyhydroxy Acids are Alpha Hydroxy Acids with multiple (i.e., poly) hydroxy groups on the molecule. The additional hydroxys attract water making PHA compounds more hydrating and moisturizing than conventional AHAs. PHA compounds are also antioxidant chelators that have been found to be gentle to skin without the stinging and burning that may accompany AHA use on sensitive skin.

How do the PHAs and Bionic Acids function as anti-oxidants?

The PHAs/Bionic Acids chelate or trap oxidation-promoting metals in skin. They also help protect cell lipids and membranes from UV damage and help to preserve the skin's natural elasticity by preventing an increase in the enzyme elastase. Finally, PHAs/Bionic Acids inhibit MMP enzymes in skin, which are responsible for degrading the skin's extracellular matrix and structural integrity thereby contributing to wrinkle formation, skin laxity and telangiectasia (visible capillaries). MMPs increase naturally with age and exposure to sunlight.

As a side note, lactobionic acid is currently used in organ transplant preservation fluids to help protect organs during medical procedures due to its potent antioxidant effects.

What is the compatibility of NeoStrata products with other cosmetics and drugs; what is the order of application?

NeoStrata products can be used in conjunction with other cosmetic and therapeutic skin care regimens. In general, the recommended procedure is: (1) wash and dry face; (2) apply topical medications if appropriate and allow to absorb (a few minutes); (3) apply leave-on skin care products and sunscreen (not wipe off toners or solutions); (4) apply make-up. Consult your physician for any specific questions regarding drug compatibility with skin care products.

Which products do you recommend before laser procedures and light therapy?

Prior to laser procedures and/or light therapy, an AHA or PHA product is recommended to smooth the skin and help minimize surface scattering of the laser beam/light. Skin lightening products may also be useful to help prevent skin darkening (hyperpigmentation) following the procedure

Which products do you recommend following laser procedures?

Non-ablative laser procedures target the deeper skin layers where collagen and elastic fibers are found. To address the top layers of skin and promote skin smoothness with an even skin tone, use gentle PHAs following a procedure as tolerated. After complete laser resurfacing, skin must heal before applying topical formulations, unless recommended by a physician.

How do AHAs, PHAs and Bionic Acids affect pore size, and improve uneven pigmentation?

AHAs/PHAs exfoliate within pores helping to cleanse cellular debris. They also increase skin elasticity which helps to tighten pores. Cell turnover effects and improved distribution of skin pigment with AHA, PHA and Bionic Acid use help correct hyperpigmentation and promote a more even appearance.

Can AHAs and PHAs be used to improve skin under eye circles?

Most under eye circles are caused by an accumulation of blood from fragile capillaries in the eye area. PHAs and Bionic Acids help to build the skin's cushiony matrix to protect fragile skin; they also chelate iron and aid in its removal over time. It is also advisable to use a hydrating eye cream for moisturization and diminishment of the appearance of fine lines and wrinkles.

Can you explain Retinol and Retinyl Acetate as an ingredient in comparison to Renova, Retin-A or Vitamin A?

Vitamin A is the generic term for a variety of fat-soluble substances including retinol, retinyl palmitate, retinyl acetate, retinaldehyde and the provitamin A carotenoids such as beta-carotene. Vitamin A or retinol is found in foods and biological tissues as retinyl esters such as retinyl acetate and retinyl palmitate. Retinyl palmitate is the major storage form of Vitamin A in the body, primarily in the liver. The best known function of vitamin A is in vision where it participates as the metabolite retinal (retinyl aldehyde) in the visual cycle. Topical retinoids have many effects on skin that are similar to alpha-hydroxy acids (AHAs). However, they act by different mechanisms on skin -- the retinoids interact with a specific receptor in skin; no specific receptor has been identified for AHAs. Cosmeceutical retinoids are sold over the counter in skincare formulations. Cosmeceutical retinoids include: retinol (vitamin A) and retinal (vitamin A aldhehyde). Esters of retinol are also commonly used in skincare topicals; they require hydrolysis to retinol which is why they are often called "pro-retinol" or "pro-vitamin A". Two commonly used esters include retinyl acetate and retinyl palmitate.

Why use PHAs and Bionic Acids with topical retinoids?

PHAs moisturize and help to reduce irritation and redness from retinoids and provide benefits to skin that are often complementary and additive to retinoid effects.

Can NeoStrata products be used during pregnancy?

There are no known safety concerns with using cosmetic products during pregnancy. However NeoStrata Company, Inc. recommends that all pregnant and lactating women, or those currently planning to become pregnant, seek the advice of their physician before using any skin care products. In addition, NeoStrata recommends discontinuing use of products with retinyl acetate (pro-vitamin A) and retinol, and OTC drugs (acne, skin lightening, psoriasis treatment) during pregnancy and lactation unless advised by a physician.

Can hyperpigmentation and brown spots be treated topically?

A visit to a dermatologist can determine whether the hyperpigmentation (brown spots) is located in the surface of the skin or in the deep layers. Surface (epidermal) hyperpigmentation can be treated successfully with skin lightening products found in our Hyperpigmentation category. Deep (dermal) hyperpigmentation often does not respond well to topical treatments and may require special care - see your dermatologist.


Do I need to create a NeoStrata Singapore account to shop on the website?

Yes, you will have to create a NeoStrata account to make a purchase from our NeoStrata Singapore website. Once your NeoStrata account has been created, you will automatically be registered as a NeoStrata online store member, allowing us to retrieve your particulars for easy reference on your future purchases.

How do I place an order on the NeoStrata Singapore Online Store?

If you see something you would like to purchase, simply add the item into your shopping cart and proceed to checkout. Follow the instructions on your screen; select your preferred payment method, and you're done!

What are the payment options available?

All payments made through PayPal or credit cards will be accepted for purchases made from our NeoStrata Singapore Online Store.

What are the delivery options and charges offered by NeoStrata Singapore?

Courier Service
Deliveries are usually between Monday-Friday, 9.00am-10.00pm. For Saturday deliveries, you will have to indicate or email us to request for it.Free one time delivery for every order. A delivery charge of SGD$7.00 will be incurred for additional delivery or return trips required.

Please note that we do not deliver to the following restricted places: Alps Avenue, Changi Cargo Complex/Ferry Terminal, Airport link, Jurong Island, Lim Chu Kang, MID Bases, Sentosa, Senoko, Sembawang Park, Tanah Merah Ferry Terminal, Tuas View Extension, Changi Airports.

Self-collection of products will be available at NeoAsia (S) Pte Ltd 3-5 working days upon receiving your payment verification via email.
NeoAsia (S) Pte Ltd Address:
6 Tagore Drive
#04-07 Tagore Building
Singapore 787623

Collection timing:
10 am - 12 pm & 2 pm - 5 pm

During festive seasons and peak periods, processing time would be within 5 to 7 working days.

For more enquiries regarding your purchase on the NeoStrata Singapore Online Store or directions to our office, feel free to drop us an email at hello@neostrata.com.sg or call us at 6552 7787.

Do you provide international shipping?

As much as we would love to deliver overseas, all purchases made on the NeoStrata Singapore Online Store will be delivered to local addresses within Singapore only.

How long will it take for my order to arrive?

Please allow 3-5 working days for us to process your orders from the NeoStrata Singapore Online Store.

I have just made a purchase online. Can I change my order or cancel it?

We know how exciting it is to receive orders on time, therefore we are unable to amend or cancel any orders as we process orders immediately when it is confirmed.

Products sold are non-returnable, neither exchangeable nor refundable unless goods are (1) damaged or faulty due to manufacturer fault. and /or (2) incorrect products deliver by us.

What do I do if I receive a faulty item or have a problem with an item ordered?

Please contact us immediately at hello@neostrata.com.sg with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it to be collected back by our courier.

What do I do if I had an allergic reaction?

At http://www.neostrata.com.sg , we specially curate the products we carry. The ingredients of the product are listed on the page to help you identify any sensitivity with certain ingredients. Different skin types and skin conditions may react differently to our products. It is always best to know and understand how your skin reacts to different products and ingredients. If you experienced an allergic reaction, please send a detailed description of what occurred along with the pictures to hello@neostrata.com.sg. Please note that issues must be reported within 14 days of receipt of item. In certain instances, a medical certificate may be requested to identify if it is the product that caused the allergic reactions.

Can I test the products before buying them online?

As we are an online store, we do not have an option to test or see the products before purchasing them. However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions. They are well-versed on every product we carry - and even use them in their daily routines. Please also check the ingredients listing before completing your purchase to identify any allergens.

How can I contact NeoStrata Singapore?

We can be reached at our main office hotline at +65 6552 7787 (Monday to Friday except public holidays; 9am - 6pm).

For enquiries on NeoStrata products or purchases, please email us at hello@neostrata.com.sg or call us at 6552 7787.