FAQ

ORDER

How to place an order?

For first time buyer, please proceed to our registration page http://glow.my/register to complete the registration form. After logged in to your account, you can follow these steps to place an order

  1.       Select the product that you would like to purchase, and add it to cart
  2.       Click on "View Cart" locate on top right corner, make sure that information in the cart is correct, and click on “proceed to checkout”
  3.       You will be directed to checkout summary page, you can edit the cart information here if everything is correct click on “Check Out
  4.       If you have signed in, continue to step 5. Otherwise kindly sign in to make the purchase.
  5.       Fill in the billing address and shipping address details, then click on “Continue”
  6.       At the next page – choose the delivery service - Pos Laju then click on “proceed to checkout”
  7.       At Payment page – select the payment method that you would like to use. After completing the payment, you shall receive email notification for confirmed order.
    • Secure Online Banking is for Online Transfer via Billplz
    • Credit Card and Debit Card is accepted by Paypal.
    • Offline banking - ATM / Cash Deposit Machine / Bank Transfer


How to view my order?

If you have successfully placed an order, an email notification will be sent to your email. Alternatively, you can view it at My account > Order history.

 

How long does it take to confirm my order?

Orders are confirmed once the payments have been processed.

 

Can I amend my order after it has been confirmed and paid for?

A confirmed order is processed once we receive it, however, we understand that sometimes customer changes their mind. If you would like to amend your order, please notify us promptly. However, if the order is shipped out, then we are not able to amend it. Please email us at support@glow.my

 

Why does my Order Status show that ‘payment is pending’? Should I re-create a new order?

Most payments are processed immediately, but bank and ATM transfers can take up to 24 hours to process. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive your confirmation email within 24 hours, we advise that you contact us at support@glow.my and do not re-create your order to prevent duplication.


 

PAYMENT

Can i pick up at your address?

Currently we do not offer to pick up service at our office, however, we will make this option available in near future.

Can I use bank transfer or offline payment?

Yes. You can directly Whatsapp us to confirm stock and notify payment using Whatsapp or email us at payment@glow.my


Can I cancel my order?

Glow.my will not entertain any cancellations once the order is confirmed and submitted by the customer. To check the status of your order, log in to “My Account” and click on “Order History” or email our customer care team at support@glow.my


I can’t find the product that i want in your website, what can I do?

We are working hard to update and expand our product catalog continuously, in case the product you looking is not in our catalog. You can email us at support@glow.my. We will look it up for you.

 

The item that I want is out of stock, what now?

Although we try to have a stock level that will keep up with expected demand, certain items that are highly popular could run out of stock quickly, in that case, we suggest you check back on our website on the next day. If the product is re-stocked, you will see it online. Alternatively, you can let us inform you when it is available again, kindly drop an email to support@glow.my, letting us know which product you want.



Is it safe and secure to shop at Glow MY?


Glow prides itself on providing a safe and secure shopping experience. Your personal information is kept secure and private during the entire checkout process. We do not provide your information to any third party.



 

What payment methods are available?

We can accept these payment methods

  •         Bank transfer
  •         Credit / Debit Card
  •         Paypal
  •         Cash Deposit Machine

All these payment methods are encrypted, so your payment information is safe.

 

Payment status checking?

You will receive email notification of every status update. Alternatively, you can find the status at “My Account” under “Order History”


WE ACCEPT ONLINE PAYMENT 



SHIPPING

How long does it take to process my order?

Processing order takes 1-3 days after received full payments. We will ship the order within 1-3 business days.

 

Do you provide a tracking number?

Yes, all shipments are shipped and tracking number will be provided, you can track the status after shipment dispatched.

 

What should I do if my order has not arrived?

You can check the status of shipment by using the tracking number provided. For local shipment, it would usually be delivered within 1-3 business days in West Malaysia and 2-5 business days in East Malaysia. However some items are ship directly from our Korea warehouse, this shipment would take 7-14 business days.

 

Do you ship to PO BOX?

To ensure your orders arrive safely we do not ship to PO Boxes. Please choose a residential or office address to which we can ship your order.

 

Will I be charged at customs?

We believe in hassle-free shopping and therefore ship on a Delivery Duty Paid basis. This means that all relevant import taxes and duties are included in the final purchase price. If you are charged any import taxes or duties, please contact us with all the appropriate documentation. We will refund to you.




RETURN

What is the return and exchange policy?

For defective or incorrect items, we have a 10-day return policy upon receipt of the order, subject to the following terms and conditions:

 

1. Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.

2. Items purchased as part of a set or multi-item pack must be returned as a whole set.

3. This return policy does not apply to items which have been stated as Non-exchangeable and Non-refundable.

For returns, please contact us or email us at support@glow.my with your order number and information on the affected item. Returned items must meet the requirements above. 





SECURE WEBSITE & PROTECT SENSITIVE INFORMATION

Shop with worry free as our website is protected by SSL encryption.



SSL Certificates protect customers’ sensitive information from being intercepted by hijackers. The data sent from the customer is encrypted and then decrypted once we’ve received it. We do not store your data.