FAQ

How long does delivery take?

Delivery times may vary depending on your location and order volume. Once your order has been dispatched, you will receive tracking information so you can follow your parcel.

Is delivery tracked?

Yes. All orders are sent with tracking, and you will receive your tracking details once your parcel has been dispatched.

Where do you deliver?

We deliver nationwide within South Africa.

How do I track my order?

Once your order has been dispatched, your tracking details will be sent to you. You can use these details to follow the progress of your delivery.

Can I change or cancel my order?

If you need to make a change, please contact us as soon as possible after placing your order. Once an order has been processed or dispatched, we may no longer be able to make changes.

What happens if my item arrives damaged or defective?

Please contact us within 24 hours of delivery and send clear photos or video showing the defect or damage so that we can assess the issue and assist you.

What is your returns policy?

We do not accept returns for used items or change-of-mind purchases, except where required by law. If your item arrives damaged or defective, please contact us within 24 hours of delivery with clear photo or video evidence.

Do you offer refunds?

Refunds are considered where a product is confirmed to have arrived defective or damaged, subject to our Returns & Refund Policy and applicable South African consumer law.

Can I return a product after using it?

Used products cannot be returned simply because you have changed your mind. This does not affect any rights you may have if a product is genuinely defective.

Are payments secure?

Yes. Payments are processed through secure payment providers. Glow Up Lab does not store your full card details.

Can I purchase directly from Glow Up Lab?

Glow Up Lab is an online-only store, so we do not currently offer in-person or direct sales. Orders can be placed securely through our website.

How do I contact Glow Up Lab?

You can contact us through our website contact form or via the contact details provided on our Contact page. Please include your order number when contacting us about an existing order.

What if I entered the wrong delivery address?

Please contact us as soon as possible. If the parcel has not yet been processed or dispatched, we will do our best to update the details. Once it has been handed to the courier, changes may no longer be possible and additional delivery costs may apply.

What happens if I miss my delivery?

The courier may attempt delivery again or contact you regarding delivery arrangements. Please make sure the contact number and address entered at checkout are correct.

Do you have a physical store?

No. Glow Up Lab currently operates exclusively online.

Do you offer promotions or free gifts?

From time to time we run special offers, bundles or free-gift promotions. Any current promotion will be shown on the relevant product page or website banner.

How can I find information about a specific product?

Each product page contains the relevant product details, usage information and specifications. If you still have a question, you're welcome to contact us before ordering.