Frequently Asked Questions
Find answers to the most common questions we receive. If you don't see your question, don't hesitate to reach out to us.
Shipping & Orders
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What payment methods do you accept?
We accept various payment methods to ensure a seamless shopping experience. You can pay using major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, and other secure online payment options incl. Apple Pay, Google Pay, and Shop Pay. Local options may be available based on your region.
Can I track my order?
Yes! As soon as your order ships, you’ll receive a tracking number via email.
Do you offer free shipping?
Yes, we offer free shipping on orders above a certain value. Please check our shipping policy for more details on eligibility and delivery timeframes.
Do you offer Buy Now, Pay Later?
Yes! Choose Shop Pay Installments at checkout to split your payment with no extra fees.
Do you have a rewards program?
Coming soon! Earn points for every purchase, referral, and review — and redeem them for discounts and freebies.
Why didn’t I receive my order confirmation?
Check your spam folder first. If not there, email us and we’ll re-send it immediately.
Is my payment secure?
Yes. Our Shopify-powered checkout uses SSL encryption to keep your payment info safe.
Do your products expire?
Yes. Most products have a shelf life of 12–24 months. Each bottle or jar will have an expiration symbol indicating the best use timeframe after opening (e.g., 12M = 12 months).
How long does shipping take?
- 🇺🇸 USA: 3–7 business days
- 🌍 International: 7–15 business days (depending on customs)
Returns & Refunds
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How do I start a return?
Email our customer support at [support@silkglowcosmetics.store] with your order number. We’ll guide you through the process.
When will I receive my refund?
Once your return is received and approved, refunds are processed within 5–7 business days.
What is your return and exchange policy?
We accept returns within 30 days of delivery for unused, unopened products. Due to hygiene standards, we cannot accept opened skincare or cosmetics.
Can I change or cancel my order?
Please contact us within 12 hours of placing your order. We cannot guarantee changes after processing begins, but we’ll do our best to assist.
🤝 Customer Support
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How do I contact Silk Glow customer service?
You can reach our friendly customer care team via email at support@silkglowcosmetics.store
We’re available Monday–Friday and strive to respond within 24–48 hours. (But you will most likely get a reply much sooner than that!)For order updates, product help, or account support — we’re here for you
Can I chat with someone about my order or skin concerns?
Yes! You can message us directly through Instagram DMs, chat with us on our web chat or email us for personalized product advice or skincare help. Our team of skincare enthusiasts will gladly assist you in finding what works best for your needs.
Where can I leave a review for Silk Glow products?
We love hearing your feedback! After making a purchase, you’ll receive an email invitation to leave a review. You can also go directly to the product page on our website and scroll to the bottom to submit your thoughts. Your honest reviews help others glow with confidence.
Promotions & Discounts
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Do you offer discounts or promo codes?
Yes! Join our email list or follow us on Instagram @silkglowco to get early access to exclusive offers, skincare tips, and new product launches. We also offer seasonal promotions and secret discount codes for our loyal community.
How can I stay updated on new product launches and sales?
The best way to stay informed is by joining our email list and following our instagram. You’ll be the first to know about new product drops, restocks, limited-edition collections, and upcoming sales. You can also follow us on Instagram @silkglowco for updates, skincare tips, and behind-the-scenes sneak peeks.
Can I use a discount code on sale items?
Unless otherwise noted, discount codes cannot be applied to already discounted or sale items. We sometimes run special promotions where additional savings apply, so keep an eye on your inbox and our socials for those opportunities!
Do you have a loyalty or rewards program?
We’re working on a rewards program to thank our Glow community for their love and support. It will allow you to earn points on every purchase, refer friends, and unlock exclusive perks. Sign up for our newsletter so you’ll be the first to know when it launches!
Product information
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Can I use Silk Glow products with retinol or other active ingredients?
Yes, but with care. Many Silk Glow products pair well with actives, but we always recommend layering with hydration (like serums or moisturizers) and using SPF during the day when using ingredients like retinol or acids.
How is your brand different from other beauty companies?
We don’t just sell skincare. We stand for empowerment, clean beauty, and transparency. Every formula is designed with intention, tested with care, and made to nourish skin and soul.
Are your skincare products eco-friendly?
Yes. Sustainability is a core part of our mission. Our packaging is recyclable or reusable, and we’re constantly innovating to reduce waste. We also collaborate with environmental causes and donate a portion of profits to programs that give back to the planet.
What makes your skincare clean?
We follow strict clean beauty standards. That means:
- 🚫 No parabens, sulfates, or synthetic fragrances
- ✅ Dermatologist-tested, non-toxic, and ethically sourced ingredients
- 🌍 Eco-friendly packaging and production practices
Do you test on animals?
Absolutely not. We are proudly cruelty-free and always will be.
What’s the right order to use my skincare products?
We recommend this general routine:
- Cleanser
- Toner (if using)
- Serum
- Moisturizer
- SPF (Do not skip!)
Are your products cruelty-free and vegan?
Yes. All our products are 100% cruelty-free and most are vegan. Check each product listing for specific ingredient details.
Are your products suitable for sensitive or acne-prone skin?
Yes! Every Silk Glow product is dermatologist-tested and formulated to be gentle on sensitive and acne-prone skin. We focus on non-comedogenic, hydrating, and soothing ingredients to help calm irritation and reduce breakouts naturally.
Do your products contain fragrance?
Only natural, essential-oil-based fragrances are used — and most products are fragrance-free to suit all skin types.
Should I exfoliate daily?
No. We recommend exfoliating 1–2x a week, depending on your skin type. Over-exfoliation can damage your skin barrier.
Is SPF really necessary if I’m indoors?
Yes! UVA rays penetrate windows and can still damage your skin. Our Silk Defense Mineral SPF 30 is lightweight and perfect for daily use.
What if I have an allergic reaction?
While rare, skin reactions can happen. We always recommend a patch test. If irritation occurs, discontinue use immediately and contact us. We’re happy to assist with returns or suggest alternative products that may suit you better.
Didn't find what you were looking for? Feel free to contact us at any time.
Contact us through the form, web chat or directly using email ♡