Find answers to our most frequently asked questions below.
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Orders and payments
What form of payment is accepted?
We currently accept Visa, Mastercard, Amex and Apple Pay as well as bank transfer. You can also glow now and pay later with payment in 3 instalments via Atome. Select your payment method while checking out.
How do I track my order?
You will receive tracking information via email once your order has been dispatched. Haven't received an order confirmation email? Double check your spam/junk folder.
How do I cancel my order?
Orders can be cancelled if they have not yet been dispatched. If you have not yet received a shipping notification from our team and wish to cancel your order, please reach out to our customer care team by emailing email@example.com
If you have received a shipping notification from our team, your order will fall under our returns policy.
Can I combine my orders?
We are unable to make amendments to orders once they are successfully processed. However if you wish to ship multiple orders in a single parcel, please contact our customer care team at firstname.lastname@example.org or our live website chat and share the affected order numbers. We do our best to honour these requests.
Returns and Exchanges
What's your return policy?
We have taken utmost care to ensure all of our products are suitable for most skin types. If you don't feel our products are compatible with your skin, please email us at email@example.com within 30 days of your order being placed to initiate a return.
We want to make it easier to shop for sensitive skin, so we are happy to offer stress-free returns within the guarantee period.
Note: Colour exchanges are excluded from this policy
What should I do if my order is incorrect?
Please email us at firstname.lastname@example.org providing a screenshot of your order ID and the parcel contents you received and we will assist you as soon as possible. Please note we are unable to process returns or exchanges for opened products that have been shipped to you incorrectly, so keep any incorrect items in their original condition.
What should I do if my products arrived damaged or defective?
Please email us at email@example.com providing a screenshot of your order ID and a photo of the contents of your delivery and we will assist you as soon as possible.
How soon will my order be shipped?
Orders are generally dispatched within 48 hours. Reach our to our customer care team at firstname.lastname@example.org if you don't receive a tracking number within 72 hours of the order being placed.
Has my parcel been delayed in transit?
Your parcel should generally arrive within 14 days from the date of dispatch. If your parcel hasn't arrived within this window, please contact us at email@example.com along with a screenshot of your order ID and a member of our customer care team will assist you.
Where do you ship to?
We currently only ship to Malaysian addresses via our website. Orders can be placed from Singapore via our Shopee store.
We are working on expanding our list of countries we ship to. Follow our Instagram page @glowgen.co for updates on shipping locations.
Can your products be used daily?
Our products are designed to be gentle enough for daily use unless otherwise stated. For more detailed information, please check the usage instructions on our product pages or product packaging.
Are your products suitable for all skin types?
Our products are beneficial for all skin types and have been optimised to be tolerated by those with sensitive and reactive skin.
We have sensitive skin too, so we ALWAYS recommend:
• Patch testing on a small area before use
• Checking the ingredients list carefully for ingredients you may be allergic to
• Introducing products to your routine at 1/2 to 1/3 of the recommended frequency to allow your skin to adjust to new ingredients
• Introducing new products to your routine one at a time to minimise the chance of potential irritation
• Discontinue use if you experience any adverse reactions
Can I use your products while pregnant?
We pride ourselves on only including the gentlest ingredients in our formulas, all of which are generally considered to be safe. Despite this, we recommend consulting with your doctor if you have any concerns.
What is the shelf life of your products?
The expiry date and shelf life once opened are clearly noted on the outer carton of each product. We recommend using your product within the stated period.