FAQs
Frequently Asked Questions.
Q. How do I start my K-beauty journey or would like some advice regarding to K-beauty?
If you're unsure where to begin or need product recommendations tailored to your skin concerns, feel free to reach out to us at support@glogirl.co or send us a message on Instagram @glogirl_co. We'll ask you a few questions to better understand your skin type and concerns, and provide personalised suggestions for you.
Please note: These recommendations are based on general skincare advice and should not be considered medical treatments. For any serious skin conditions, it’s always best to consult with a healthcare professional.
Q. I sent an email, when can I expect a response?
Our customer support service operates Monday to Friday from 10:00 AM to 5:00 PM.
We strive to provide a response within 24 hours during our service operation hours and we do our best to get back to you as soon as possible; however, our response times may be slightly delayed during peak or high volume periods. We appreciate your understanding.
Q, When can I expect my order to arrive?
We aim to dispatch orders within 24 to 72 business hours from the moment of order creation. Business hours span Monday to Friday, from 10:00 AM to 5:00 PM, excluding UK bank holidays.
Please note that, if the 72-hour period falls outside of our business hours, an additional day will be required for processing, as the order will be collected on the following day.
Once dispatched, your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. For the UK this is typically within 2-4 working days and for international orders, it can be between 7-20 working days (excludes weekends and public holidays). Please see our shipping policy for more information.
Once your order is shipped, you should receive a shipping confirmation email which contains a tracking link. Please follow the tracking link to see the latest delivery update.
Q. I have to change my shipping address, how can I do it?
If you need to update the shipping address for your order, please follow these steps:
Before We Ship: If your order has not been shipped yet, please get in touch with us immediately at support@glogirl.co with the subject "ADDRESS CHANGE - [Your Order Number]." Make sure to provide the correct address in the email to avoid delays. We'll do our best to accommodate the change.
Order Has Shipped: If your order is already on its way to you, unfortunately, we're unable to modify the address. If the order is returned to us due to an incorrect address, we will issue a refund after deducting shipping costs. Regrettably, we can't offer a refund or reshipment for parcels delivered to the wrong address or lost in transit due to the incorrect address.
Q. Can I cancel/modify my order?
There is a very short timeframe in which we can make changes. If you would like to cancel or modify your order, please notify us through email within 1 hour of placing your order. You can email us at: support@glogirl.co
If your email is regarding a cancellation, please title your email "CANCEL - [Your Order Number]"
If your email is regarding a modification, please title your email "MODIFICATION - [Your Order Number]" Please note that only 1 modification chance is given per order, so please put all of your modification requests in one email.
Q. There are products missing in my order, what do I do?
We deeply apologise for any disappointment and inconvenience caused by missing products. In the rare case that this happens, rest assured we are committed to fully investigating the situation.
Please email us at: support@glogirl.co with the subject line "MISSING ITEMS - [Your Order Number]" and include pictures of the box the products came in.
If you have any other questions, please feel free to send us an email at support@glogirl.co