Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

General Questions

Products/Services Questions

Account Questions

Technical Questions

Contact Questions

1. General Questions

What is your return policy?
We accept returns within 7 days of purchase if you are not fully satisfied with your order. Please visit our Returns page for detailed instructions on how to proceed with a return.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Returns and Exchanges

Returns Policy
If you're not completely satisfied with your purchase, we welcome you to return new or gently used products for a full refund to the original payment method within 7 days. Proof of purchase is required for all returns and exchanges. Our return policy details can be found on our Returns and Exchanges page. Please note that we monitor return activities for abuse and reserve the right to limit returns or exchanges.

3. Gift cards

GIFT CARDS are a type of prepaid card with multiple categories. These prepaid cards give customers more choice and flexibility with no fee.
How to Use Online and Check the Balance:
Select "Credit" as the payment method during checkout, enter the 16-digit card number in the credit card field, and use your shipping address as the billing address. If your purchase exceeds the card balance, you can pay the remainder with another payment method. Gift cards are redeemable at all our locations and online, with no fees, and they do not expire. For balance inquiries or to replace an expired card, call our support number.

1. Finding Products

Search for Products
Know exactly what you want? Or perhaps you're just searching for a matte lipstick? Use our comprehensive Search box located in the upper left corner of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. You can be as broad as "red lipstick" or as specific as "dry skin moisturizer."
Search for Brands
Looking for that hot new brand? The quickest way to find your favorite brands is by using our Complete Brand List. The Complete Brand List is located by clicking the Brands tab located at the top of every page. Click Brands A-Z to see a complete list of brands. Every brand is listed alphabetically. Please note that Sephora stores may carry brands that are not carried online.
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets and selections for the season.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.
Product Ingredients
To view the ingredients of any particular product, just click "Details" underneath the product details and click on the tab that says “Ingredients” to view the full list of ingredients.
Product Availability & Out of Stock Products
OhGlow HK carries thousands of products and hundreds of brands. Occasionally, an item may be temporarily out of stock. If a product is temporarily unavailable, check back soon, as we restock items weekly. Use the "email me" feature on product pages to receive notifications when items are back in stock..

2. Beauty services

What is the Beauty Insider Program?
Our Oh!Club Program is a free rewards program available

Earn points with every purchase and redeem them for various rewards. Visit our Oh!Club page for more details on how to earn points, achieve VIP status, and access your account information.
How do I earn Beauty Insider points?
For every HKD or US dollar you spend (as applicable based on country of purchase) on 
OhGlow HK merchandise online at 

Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Order status & history

Order Statuses:
Order Submitted - "Placed" Once you have placed your order on OhGlow HK and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

Canceling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

Partially Canceled Orders

If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the 300 HKD minimum free shipping threshold, but part of your order was canceled by OhGlow HK, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. 

Chat with us

Phone: +852 5508 6863
Representatives or Beauty Advisors are available: 

MON-FRI: 9am to 6pm