FAQs

WEBSHOP AND PRODUCTS

1. Are your products cruelty-free and vegan?

All the products are cruelty-free and vegan in our webshop. We take great care to sell only quality products to our customers. 

2. Where are the products sourced/manufactured?

We distribute products from companies that manufacture their products in Europe (Spain, France, Germany, Switzerland, Italy) and Korea.

3. Are your products suitable for all skin types? Do you have any products for [specific skin type: e.g., sensitive, oily, mature] skin?

It is important to us to be able to provide our customers with solutions for all skin problems and special facial skin conditions. Each product description states what skin type we recommend the product for.

4. Can you recommend a skincare routine for my skin concerns?

Yes, of course. We feel it is our mission to help our customers choose the right products for their skin, and we also try to give advice on their skin care routine. Please contact us and include a high-resolution photo of your face. (Of course, we protect your privacy, the photo will not be used for any other purpose, nor will it be forwarded to a 3rd party). You can ask from us for advice about your skincare routine without photos as well, in this case please describe how your skin looks, what kind of problems you wanna solve, and we will try our best to help you. This service is free of charge yet, later could be with charges. 

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ORDERS AND PAYMENT 

1. How can I place an order? 

Have a look at our products, select the desired product/products, and put in your virtual shopping cart. Once you have selected the products you want, you can place your order. Select the desired payment method and enter your name and exact shipping details. If everything is correct, send your order by clicking “Finish Order” button. 

We would like to draw the attention of our customers to the fact that if they register on our site (member of S&G Club) , they can track their order more accurately.

2. What payment methods do you accept? 

We accept Bankcard payments, Google Pay, Apple Pay and advance payment as well. In the case of advance payment, the order will be packaged after we get the payment. 

3. Is my payment information secure?

Yes, completely. The security of your payment and personal information is our top priority.

Our checkout process is protected by SSL (Secure Socket Layer) encryption, the same technology used by major banks. This means your data is scrambled and cannot be read as it travels over the internet. 

We are fully compliant with the Payment Card Industry Data Security Standard (PCI DSS). This means we adhere to the strictest set of requirements to ensure your credit card information is handled safely.

We Don't Store Your Data: For your added security, we never store your full credit card details on our servers. Your payment is processed directly through our secure, certified payment gateway.

You can shop with confidence!

4. Will I receive an order confirmation? 

Yes, after sending us your order, you will get a confirmation e-mail from us. After sending your package, you will get an e-mail again with the estimated delivery time and the tracking number, so you can keep an eye on your order.

5.  Can I modify or cancel my order after placing it?

Yes, of course. Please contact us through e-mail using our info@shineandglow.store e-mail address. If possible, please write to us within 24 hours after you made your order. 

6. Why was my payment declined?

We understand that a declined payment can be frustrating. Please don't worry—this is usually a simple issue with your payment method that can be resolved quickly. Here are the most common reasons:

1. Issues with Your Card or Account:

· Incorrect Card Details: A simple typo in the card number, expiration date, or security code (CVV) is a very common cause. Please double-check your information.

· Insufficient Funds: Your account may not have enough money to cover the total order amount, including shipping and taxes.

· Card Activation or Validity: Your card might not be activated for online payments, or it may have expired.

· Daily Transaction Limit: Your bank may have a daily spending limit that the transaction exceeded.

2. Bank Security (Fraud Prevention):

·Banks often have sophisticated systems to detect unusual activity. If an online purchase seems out of the ordinary for your spending pattern (e.g., a high value, international merchant), they may automatically decline it for your protection.

· Solution: A quick call to your bank's customer service number (on the back of your card) is often the fastest way to resolve this. You can verify the transaction and ask them to authorize it.

3. Billing Address Mismatch:

· The billing address you entered must exactly match the address your bank has on file for you (including apartment numbers, etc.). Our payment system checks this for security.

What You Can Do Now:

· Step 1: Carefully re-enter all your payment information, ensuring everything is correct.

· Step 2: Contact your bank or card issuer directly. They can tell you the exact reason for the decline and often lift the block immediately.

· Step 3: Try an alternative payment method, such as a different credit/debit card, PayPal, or any other options we offer.

Still Need Help?

If you've tried the steps above and are still experiencing issues,our customer support team is here to assist you. Please contact us and let us know the error message you received. We'll do our best to help you resolve it.

7. Do you offer student discounts? 

No, we don't offer student discounts.

8. How can I stay updated on your latest offers and products? 

You can stay updated by subscribing to our newsletter and following us on Facebook, Instagram, and Twitter. We regularly share updates on new products, special offers, and beauty tips.​

9. How can I contact The Beauty Store? 

You can reach our Customer Service Team by emailing info@shineandglow.store . Please include your order reference if your query relates to an existing order. We aim to respond to all customer queries within 1-2 working days.

10. Can I cancel my order?

 If you wish to cancel your order, please notify The Beauty Store by email at info@shineandglow.store within 1 hour of making your order. Please include your name, order number, reason for cancellation, and payment method. Please allow up to 10 working days for the refund to appear in your account starting from the day your cancellation was accepted. For detailed information, please visit our Returns & Refunds page.​

 

 

SHIPPING AND DELIVERY 

1. What are your shipping options and costs?

Please visit our Shipping Information site for more information. 

2. How long will it take to receive my order?

Currently, the delivery time is 10-12 business days, but we are working to reduce this. Thank you for your understanding.

3. Do you ship internationally? 

Yes, we can fulfill orders from customers both within and outside Europe. Please visit our Shipping Information page for shipping prices and information.

4. How can I track my order?

After packaging your order we will send you a confirmation e-mail that we have sent your order. In this letter you can find a tracking number, and on the page of our delivery partner you can track and control the position of your order. 

5. My tracking hasn't been updated, what should I do?

In this case please contact us through our e-mail address: info@shineandglow.store. 

6. The package says delivered, but I haven't received it. What now?

First you should contact our delivery partner. When there is no solution with them, please contact us through e-mail: info@shineandglow.store. 

7. Are delivery charges refundable?

Unless the item(s) is found faulty, delivery charges are non-refundable.

 

RETURNS, EXCHANGES & REFUNDS

1. How do I return a faulty, incorrect, or damaged item? 

In the rare event that you receive a defective, incorrect, or damaged item (that wasn't advertised as such), please email info@shineandglow.store and request a Returns Label. Once you receive it, please print and attach the label to your package and drop it off at your local post office. To help us process claims for damages, we may request photographic evidence. For detailed information, please visit our Returns & Refunds page.​

2. How long does it take to process a refund? 

Once we receive and inspect your return, we'll send you an email to confirm its arrival. If your refund is approved, a credit will be automatically applied to your credit card or original method of payment within 10 working days of receiving your returned item(s). For detailed information, please visit our Refunds and Exchanges page.​

3. What is your return and exchange policy?

Please visit our Refunds and Exchanges page.

4. Are there any products that cannot be returned? 

For hygiene and safety reasons, certain items cannot be returned once they’ve been opened or used. This includes products such as makeup, skincare or any other beauty items that have had their seals broken or packaging opened.
We also cannot accept returns on personalized or sale items unless they are faulty or damaged upon arrival.

If you’re unsure whether your product qualifies for a return, please contact our customer service team before sending it back — we’ll be happy to help!

5. How long do I have to return an item?

You should have to return the products within 14 days.

 

BRAND & COMPANY POLICIES

1. What is your commitment to sustainability? (e.g., packaging, sourcing)

At Shine & Glow we believe that true beauty shouldn't cost the earth. We are actively working to reduce packaging waste: our shipping boxes are recyclable, the protective filler in your box is either recycled papers. 

We are committed to reducing the environmental impact of our daily operations. 

2. Do you test on animals?

No, we don't test products on animals, and we only work with partners who also do not test on animals.

3. Where can I leave a product review?

On the site of the product you can leave a review. That is a perfect help for us from our costumers.