FAQs – Skin Glow Essentials

Nice to have you here.

Orders & Payments

How can I check the status of my order?

Once your order has been dispatched you will receive an email containing a tracking number that can be used on the courier’s website. You may also check on the status of your order by logging in to your account on our website and view your Order History.

What if an item is out of stock?

All items ordered with us depend upon availability. We want you to be able to order and receive the products you love effortlessly, so we’ll always aim to let you know if an item is out of stock.

Occasionally there can be an unexpected delay, if so we’ll get in touch to let you know.

Can I change or cancel my order once I’ve placed it?

If you need to make changes or cancel your order, please contact us as soon as possible. If your order hasn’t been shipped yet, we’ll do our best to accommodate your request and cancel the order if necessary. Once the order has been shipped, changes or cancellations will no longer be possible.

When will I receive an order confirmation?

You should receive an order confirmation email shortly after you place an order. We will also send you an email as soon as your order is on it’s way. You can always login to your Account for the latest status of your order.

DELIVERY

What is your Standard Delivery Fee?

KSh 250 on all standard orders
FREE collections

When will I receive my order?

Orders for items that are currently in stock have a standard delivery time of 4 working days.

Orders for items that are out of stock usually arrive within 5 – 10 working days.

Orders are processed on business days only (Monday through Friday). Orders placed on weekends or public holidays will be processed on the next business day.

Are there any customs or import fees?

All taxes and duties are included in your order total at checkout, ensuring a seamless shopping experience. If you experience any issues please contact us.

Returns & Refunds

STEP 1

Please contact us within 7 days of receipt. You will need your order number, this can be found on your order confirmation email Please ensure your item is in the same condition that you received it, unused, and in its original packaging.

STEP 2

Should your item arrive damaged or something has gone wrong, please take a photo or video.

STEP 3

Please send your item back to us using the address provided by our advisor. Unfortunately, we can only cover shipping costs if there is an issue with your order.

STEP 4

Your refund will be completed within 14 days of us receiving the return package.

Other FAQs

Where should I start if I’m unsure how to use the products?

If you’re unsure where to begin, we recommend checking out our blog for helpful guides and tips on using our products. You can also find detailed information about ingredients and usage on each product page.

Do you offer returns if a product doesn’t work for me?

We only accept returns for products that have been damaged or if you have received the wrong item. As results can vary from person to person, we cannot guarantee that our products will work for everyone. We strongly recommend doing your own research before placing an order.

What should I do if I receive the wrong item?

We take great care in packaging orders, but mistakes can sometimes happen. We sincerely apologise if you have received an incorrect item. Our team is dedicated to resolving your issue quickly and with minimal inconvenience.

How long does it take to receive a refund?

We aim to process refunds within 14 working days after receiving the returned item at our warehouse.