FAQ's & Other Info!
Thanks so much for visting Glisten & Glow's Online Store!
Below are commonly asked Q & A's.
Question: How do I get in contact with Glisten & Glow Customer Service?
Answer: You can use the contact us button on this website or you can email: [email protected]
Please allow 48 hours for a return email. (M-F only) No weekends or holidays. We do try to respond as soon as we get the emails, however it is not always possible.
Question: How does International Packages and Customs work with Glisten & Glow orders shipping outside of the USA?
Answer: *International Packages and Customs* We mark all packages as cosmetics or art supplies. We mark a value of 10.00 or $12.00 on each package. We do not enclose an invoice. We typically only ship USPS. If you would like to use an alternate shipping method please use the contact us button on the page and we can price quote another carrier with the items you are ordering. BE VERY aware that any package traveling overseas has a possiblity of being seized by customs, we won't know and it's possible your countries postal service will even be in aware. WE DO NOT issue refunds, re ship product, or make any other concessions. (This is something out of our control) You will NOT get your money back for the products or shipping if this happens or anything else for that matter. We are NOT responsible for anything internationally!
We are responsible for the package until it has left our offices. There is always a chance that can happen and this is why we have many international stockists for our products! If there is something a stockist doesn't have that we sell, simply ask the stockist to bring it in for you. The warning on this is very clear, again if you wish to have items shipped in a different method, the cost of course is much higher and we need to be contacted via email and we will quote you. In the very clearest of term: If your package is seized at customs, you should but it is not 100% of the time that you get a notice that the items were taken, and you could receive an empty package...BE very aware that it is YOUR loss, we do not have the ability to get your items, we will not reship your items unless you pay for the alternate shipping company and the items again, customs is customs, they have the legal right to take the goods. These items are sensative in nature for shipping and purchasing via our site internationally vs one of our international stockists is always a RISK.
Countries that are more risky to ship to and are more likely for customs to seize a package are: India, Israel, Iraq, Iran, Kuwait, other parts of the Middle East and North Africa. (As of January 2024 we are not shipping to these locations) orders will be refunded if placed. We are having to many missing or lost packages to the Middle East region of the world and it is not cost effective at this point.)
If packages are undeliverable or not picked up from the postal carrier or have gone missing, we have no control, no recourse and do not refund for anything including cost of goods sold, shipping, taxes etc. You as the buyer are assuming the risk when placing an order with an international address or are forwarding the package to an international location. If we do get the package returned back from an international package then we will automatically refund the cost of the good/products sold, we will never refund the shipping costs as the USPS does not refund them to us or to you. Please understand that by placing an order you are agreeing to these terms and conditions and assuming the responsiblity.
Question: What are Glisten & Glow's turn around times for my order?
Answer: We are open, processing and shipping orders Monday – Friday (business days) (hours can vary depending on the day). We are NOT actively open on Saturday and Sunday or holidays.
Please be aware that we are a small business and our products are in demand. We are always working to get orders out as fast as possible.
Many orders ship much sooner in 1-2 business days but we can not guarantee it.
Processing time: 5-7 business days (do not include weekends or holidays)
Shipping time: We ship via USPS, standard shipping time frames are approx. 5-7 business days, at times shipping times can be much faster or much slower, we don't have control over USPS sadly!
Holiday Time/Sale Time Expected Turn Around Times: if you have placed an order during a major sale such as a flash sale, holiday sale, black friday sale etc, expect the maximum processing and shipping time frames, as our ability to proccess and ship orders can vary depending on the amount of orders coming in.
Question: Can I change the address my package is being shipped to?
Answer: We typically only ship to the addresss you have input in our ordering system at check out, so please be sure that it is correct when placing your order. If you need to modify the address, please email us at [email protected] with your full name, order number and the correct address.
Question: My USPS tracking number is not updating with scans, why?
Answer: We print USPS shipping labels in bulk. Stamps.com is our shipping software, they email out tracking numbers in bulk also to the email provided at check out. Please check your junk or other folders also.
USPS at times doesn't scan the package when they are picked up, they can hold them until the next day or until they have reached a sorting facility. Tracking scans begin when it shows "acceptance or accepted" please give your package approx. 5-7 business days to reach you. Please feel free to email us at [email protected] if you have a question.
Question: What time is your business day shipping cut off?
Answer: 3 pm EST is when our typical mail pickup happens.
Question: My USPS package shows delivered on the USPS.com website but I don't have it?
Answer: First and foremost, this rarely happens, when it does this is what you can do.
Please check you mailbox, front or back door, porch or any other areas you typically get packages. Multi dwelling units such as apartment or condo complexes, please check with neighbors, bulk mailing boxes, front desk or on site leasing office.
Contact your local post office, give them the tracking info with the approximate time that it is showing the package was delievered. Let them know you did not get it and ask for pin point tracking and ask them to talk to the postal carrier on your route.
Check with your family or friends who might have picked up your mail to bring it in and just forgot to give it to you. Trust me, In 11 years this has been the #1 source of a missing packages!
**Please note that packages that show USPS tracking as DELIVERED are a complete transaction. We are not responsible for packages that US or International customers do not receive, once we have any form of tracking on the item (this means it is out of our hands, and in the hands of USPS) we are no longer liable for the package, the buyer now assumes ownership of the package, contents and its whereabouts.*
Does Glisten & Glow ship to APO/APE/Military Bases etc?
Answer: APO/APE Other Military Based addressed and International Orders: Processing is typically 7-10 business days and shipping can vary depending on where the package is going to in the world. It can be expected that your package can take over a month to get because it is going internationally.
Does Glisten & Glow offer insurance on my package?
Answer: Yes, here's how to do it! If you wish to add insurance to any order please use the contact us button on this site or [email protected] to be invoiced for it. This must be done before shipping confirmation is received. We are not responsible for damaged, mis-delivered, missing packages. USPS tracking numbers are provided; they will determine confirmation of delivery of goods sold.
Question: Customs/Duties/VAT tax/ Return Fees how does this work?
Answer: For international packages the above applies also, in addition we are not responsible for customs fees/return fees/ taxes/duties or any other items associated. As always there is a risk that your package can be confiscated. We are not responsible for this as well. In addition for International Packages: if your package gets returned to us you will be notified via the email you provided at check out. You will be given an option of a refund for the cost of goods sold (not shipping costs) or replacement of goods (customer is responsible for additional shipping costs)
Question: My order was damaged in transit, what do I do?
Answer: We carefully package each order, in hopes that they get to their forever home safely. Sometimes bottles will get damaged in transit through USPS. Please understand that we have no control over this. We will replace if possible or refund you for broken polish bottles/products damaged in transit. You must provide proof (pictures) of the broken polish bottle(s)/product. You have up to 72 hours to email us ([email protected]) the photos, order number, name and address and what polish/product was damaged or broken. USPS delivery date will determine when the 72 hours begins.
Question: Do you offer refunds of any kind?
Answer: No! All sales are final. No returns of any kind are accepted for health/sanitary reason (standard policy in the indie market/handmade market). Also our state laws do not allow for any returns or exchanges on heath and beauty care items.
No returns/exchanges is also applicable in all situations including the color was not something you liked, formula was not something you liked, the smell was not something you like, the products didn't work for you etc. As we all know we are all different and all have different bodies, nail types, smell sensitivities and our computer monitors can also vary in color accuracy. Swatches of polishes are a great general idea of what a polish looks like, however everyone's skin tones differ and lighting in a photograph also differs. We do not offer any refunds or credits for any of the above reasons.
Question: Do you offer Gift Certificates?
Answer: Yes, you will be given a promo code to enter at checkout. (this code can not be combined with any other codes at checkout)
Question: Do you offer order combining with a credit back?
Answer: Order combining is something we can do, but it is not always done. It does not mean that you will receive credit back for any portion of the shipping costs.
Question: Are Glisten & Glow products vegan and cruelty free?
Answer: Yes, all of our products and polishes are cruelty free. All products and polishes are also vegan except for our Hand + Nail Nutrition is also vegan. We used ethically and safely sourced beeswax in a very small amount in this product.
Questions: How should I care for my Glisten & Glow polishes!
Answer: Please store any of our products in a cool/room temperature/dry area. If any of our nail lacquer including Glisten & Glow top coats, base coats and our colored polish becomes thick or gloppy, there is a simple fix. You can add Glisten & Glow Restore + Thin or nail polish thinner to the product. (not seche restore, not acetone) Add 5-7 drops and roll the polish between your hands for approx 2 mins, then let the polish sit for approx 5 mins and then use. Adding nail polish thinner to any polish is just adding back into the polish ingredients that have evaporated when any polish is used or opened. Do not use polishes near a heat, fan or AC source. This can cause uneven dry times and vital ingredients to evaporate. Keep the rim of the bottles clean, and store at room temperature, (away from any direct sunlight). Polishes are shipped all around the world, different temperatures and climates can affect the thickness of a polish that’s why there are simply fixes.
Questions: What are Glisten & Glow's products shelf life?
Nail Polish -12 months (they will likely require the use of Restore + Thin or nail polish thinner to aid in adding back in solvents that have evaporated over time)
Thermal Nail Polishes - 6 months
Nail Care Products (glitter grabber/matte top coat etc) 12 months
Top Coats/Base Coats - 12 months (they will most likely require the use of Restore + Thin or nail polish thinner to aid in adding back in solvents that have evaporated over time)
Cuticle Remover or Cuticle Oil - 12 months
Hand + Nail Nutrition - 12 months
Dry + Prep and Restore + Thin - 12 months
Order records are kept for 24 months only.
Question: Are your products 3 Free, 5 Free?
Answer:
Nail Polish - 21 Free
Ingredients: Ethyl Acetate, Butyl Acetate, Nitrocellulose, Adipic Acid/Neopentyl, Glycol/Trimellitic, Anhydride Copolymer, Acetyl Tributyl Citrate, Isopropyl Alcohol, Stearalkonium Bentonite, Acrylates Copolymer, Styrene/Acrylates Copolymer, Silica, Benzophenone -1 and Trimethylpentanediyl Dibenzoate +/- Polyethylene Terephthalate, Aluminum, Mica, Titanium Dioxide, Iron Oxide, Ferric Ferrocyanide, Red 28, Red22, Red 34, Orange 5, Yellow 11, Yellow 5, Violet 2, Red 6, Red 7, Yellow 6, Blue 1, Ultramarines, Bismuth Oxychloride
Nail Care items: Glitter Grabber, Base Coat, Ridge Filling Base Coat, Matte Top Coat, Clear Watermarble Polish, Latex Barrier etc - 5 FREE
Our Top Coat is not 3 or 5 free. It is 2 Free and below are the ingredients.
Top Coat ingredients are: Butyl Acetate, toluene, ethyl acetate, alcohol, acrylate co polmer, butyl bezyl, phthalate, nitrocellulose, and benzophenone ********************************************************************************************
Unforeseen Issues can arise, they are by no means typical, but as we are all human things do happen. Please be aware, we will make information available via our FB Fan Page or IG account.