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FAQs

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. You can also glow now and pay later with payment in 3 installments via Atome.

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?

If you wish to return or cancel your order within 7 days of purchase, please reach out to our customer care team by emailing hello@glowgen.co

Please note, we do not cover the cost of return shipping.

Can I combine my orders?

We are unable to make amendments to orders once they are successfully processed.

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 hello@glowgen.co within 7 days of your order arriving 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.

What should I do if my order is incorrect?

Please email us at hello@glowgen.co providing a screenshot of your order ID and the parcel 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 hello@glowgen.co providing a screenshot of your order ID and the contents of your delivery and we will assist you as soon as possible.

Shipping

How soon will my order be shipped?

Orders are generally dispatched within 48 hours. Reach our to our customer care team at hello@glowgen.co if you don't receive a tracking number within 7 days 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 hello@glowgen.co 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. We can facilitate shipping to Australia and Singapore on request. Please reach out to hello@glowgen.co and we will help you arrange an international order.

We are working on expanding our list of countries we ship to. Follow our Instagram page @glowgen.co for updates on shipping locations.

Product Information

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.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time at hello@glowgen.co

Use coupon code GLOWUP15 for 15% off your first order.

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