FAQs

Orders

Can I change or cancel my order?
If you need to change or cancel an order, please email us as soon as possible at support@genovaglow.co.uk.
Once an order has been processed or dispatched, we may not be able to make changes.

Will I receive order confirmation?
Yes — you’ll receive an order confirmation email after checkout. If you don’t see it, please check your spam or junk folder.

Can I track my order?
If tracking is available for your order, we’ll email you tracking details once your order has been dispatched.

Shipping

How long does delivery take?
Orders are typically processed within 1–3 business days.
Estimated delivery is usually 10–18 business days after dispatch. Delivery times can vary due to courier delays or periods of high demand.

How much is shipping?
Shipping costs are shown at checkout, unless free shipping is currently being offered.

Returns & Refunds

What is your returns policy?
We offer a 30-day returns policy from the date your order is delivered. Please see our Returns & Refund Policy page for full details.

If your item arrives damaged, faulty, or incorrect, please email support@genovaglow.co.uk within 48 hours of delivery and include:

• your order number
• a brief description of the issue
• clear photos or video, where possible

We’ll review everything and help with a replacement, refund, or another suitable resolution.

How long do refunds take?
Once approved, refunds are processed back to your original payment method. Please allow a few business days for your bank or payment provider to complete the refund.

Products & Support

Do you provide product instructions?
Yes — if instructions are included, they’ll be provided with your order. If you need help using a product, email us at support@genovaglow.co.uk and we’ll be happy to assist.

Are your products safe to use?
All products should be used as intended and with care. Please read any included instructions before use. If you have sensitive skin, existing skin concerns, or are under medical supervision, we recommend checking with your doctor before using a new beauty tool.

How can I contact you?
You can email us anytime at support@genovaglow.co.uk.
Support hours: Monday–Friday, 9:00am–5:00pm (UK time).

Payments

What payment methods do you accept?
We accept major debit and credit cards, along with any other payment methods shown at checkout.

Is checkout secure?
Yes — checkout is processed securely through Shopify’s payment system and trusted payment providers.

A couple of optional additions you may want to include:

Do you offer exchanges?
If you would like to exchange an item, please contact us at support@genovaglow.co.uk and we’ll let you know the available options.

What should I do if I entered the wrong shipping address?
Please contact us as soon as possible at support@genovaglow.co.uk. If your order has not yet been processed, we’ll do our best to update it.