FAQs

DELIVERY TIME & TRACKING NUMBER

Please allow us 24 - 48 hours (1- 2 days) to process, pack and sanitise your orders before transferring them to our courier
You will receive a total of 2 emails.
The 1st email is an order confirmation, this means that we have received your order and is preparing to ship it out.
Please check to make sure your address and phone number and item choices (colours & quantity) are correct.

CHANGES TO ORDERS:
All changes need to be made BEFORE we shipped out your orders.
If there are any changes needed to be made to your orders:
Quickly hit the chat icon at our website: demiglow.com
Or you may email: hello@demiglow.com
Or you may DM us at Instagram @demiglowbeauty to make the changes.
We are not responsible for any parcel with incomplete address and phone numbers.
If your parcel has been shipped out with the wrong address / wrong phone number, it will require additional postage fees (RM6.00 SM / RM10.00 SS / RM20 SG ) for us to ship it back to you.
Therefore, please check your confirmation email and make sure your postage details are correctly given.
The 2nd email is the tracking number update and this will be given out in 1-2 days after day of purchase.
Any updates to your tracking numbers will be given via e-mail, or you may choose to receive automated 'SMS tracking' at our 'thank you page' after payment is being made.

DELIVERY TIME :
The TOTAL estimated delivery days ( standard normal courier delivery time with no covid19 interruptions ) are as follows:
Semenanjung Malaysia : 2 - 7 business days
Sabah/Sarawak : 5 - 10 business days
Singapore: 7 - 10 business days

Working days does not include Saturdays & Sundays and Public holidays.
Due to COVID19 restrictions, some orders may take longer to arrive, we thank you kindly for your patience and understanding during these difficult times.
We assure you that as of this date, all of our customer's parcel has been safely delivered.
If it takes longer than the working days mentioned for your items to arrive, please drop us an email: hello@demiglow.com . We will gladly help you sort the whereabouts of your orders immediately.

I DIDN'T GET MY CONFIRMATION EMAIL

A confirmation email will be sent to the email YOU entered during checkout immediately upon successful payment.
An email with the tracking number will be sent 1-3 days after purchase. (Processing time and tracking updates from Ninjavan)
Your email for the confirmation order will be from: hello@demiglow.com
If it is not there, kindly check your spam/junk inbox first.
If it is still not there, maybe the email you entered was incorrect during checkout, worry not, you may provide us with the correct email and we will help change it for you.
Kindly email us at: hello@demiglow.com to notify that you have not received any confirmation email immediately upon successful payment.

REFUND POLICY

FOR FULL REFUND:

If you wish to get a full refund, you must inform our team within 14 days after you have receive the product.
Eligibility for a full refund:

For a full refund to take place, the items must be sent back, unused, and in it's original box and packaging.
Customers will bare the cost of postage back.
Refund process will take between 7-14 days after we have receive the return of product.
We have the right to reject any full refund request if we receive the returned items in an unacceptable condition.

CANCELLATIONS:

Any cancellations made before shipping, will incur a 15% admin charges.
In a case of items has been shipped out, we humbly apologise as we do not accept any form of cancelations.

WORKING HOURS

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