FAQ

Our products are 100% authentic, we always source directly from the brand

You can always click on the whatsapp icon pop-up chat on the left corner of your browser, or click here

It means the product is on the way to our warehouse with a specific estimated time of arrival.

Yes, you can as long as the item is not sold out. You may purchase the item(s) per normal and make payment in 1 x 24 hrs. Item(s) will be shipped on the stated ready date at the description.

We will send them together on the ETA of the pre-order item.

It means the product is sold out but we are restocking. However, the date of arrival is not confirmed therefore it is  not open for purchase. If you are keen on purchasing without a definite arrival date, please feel free to contact us via WA/LINE.

ALL orders can only be made through www.hey-glow.com, and our official marketplace channels Tokopedia and Shopee.

Jakarta, Indonesia.

We ship Monday to Friday, cut off time is at 13.00 WIB. Order that is paid after that time will be shipped on the next day. If you place an order on Friday after the cut off time, your order will be shipped on Monday.

No, we do not reserve the item(s) in your cart that has not been checked out.

If you need to amend any details (such as delivery address,) please contact us immediately at hello.heyglowid@gmail.com and quote your ORDER ID. Please note that once an order has been shipped they cannot be canceled or amended.

Once an order has been placed, it cannot be canceled, unless you fail to complete your payment within 24hrs.

Unfortunately, we cannot cancel any orders once the payment is made unless the products are out of stock. However, you are welcome to exchange products of the same or higher value. Please contact us here for assistance.

You will receive an automated e-mail to confirm that your order has been received and waiting for payment.

You will need to make a new order. The stocks are only held for 24 hours after the order is placed.

The shipping fee per kg is calculated automatically based on the chosen logistic rate with the originating city as Jakarta. If your order is more than 1kg then another shipping fee will apply.

Your order will be delivered safely in Hey, GLOW’s signature packaging. Any fragile items will be covered in bubble wrap.

We process 1-2 business days at most. However, during the sales period, there will be a slight delay due to overload packing.

Please allow 1 - 7 working days for domestic shipping (Indonesia), depending on the destination. More distant cities might require longer shipping time.

- JAKARTA AREA. Estimated delivery time: 1-3 working days after shipment.

- OTHER CITIES IN INDONESIA. Estimated delivery time: 3-7 working days after shipment.

We recommend express shipment if you need your product to reach your place by 1-2 working days. Delay might occur during public holidays and peak sales season.

Yes. Once your order has been shipped, you will receive a tracking number in the e-mail. Tracking your order can be done here.

Yes, you can reach out to us here, shipping cost will be calculated based on the destination country.

Regular shipping will be the only available choice for free shipping, with t&c applied.

You will get 5% off your first purchase by signing up for our mailing list here. You will also get a 5% birthday discount code on your birthday month and another 5% when you refer a friend.

We provide bank transfer (BCA and Mandiri account), e-wallet such as Shopeepay and Gopay, Virtual account payment such as Permata, Mandiri and BRI bank.

When you place an order at Hey, GLOW and choose to pay with bank transfer, you will receive an automated e-mail in your inbox with the payment instructions. Once you have transferred the amount, please confirm payment and we shall proceed with your order immediately.

If you choose a bank transfer, you need to confirm your payment here. If you fail to do so, your order will be automatically canceled. If you choose to pay with other methods (credit card, e-wallet or virtual account) you will not need to confirm payment.

In the payment section there is a box for your coupon code. Please enter a valid coupon code and click “Apply.” The total amount you have to pay will be automatically updated with the discount.

Yes, we do offer E-Gift Card, do not hesitate to contact us here

We don’t accept returns and exchanges unless on special cases such as you received wrong items, items are damaged or broken.

We accept refunds only when the items are broken (not due to shipment but faulty from the factory) or wrong items.

Please kindly contact us in 1x24 hours after the delivered date of item(s) with your Order ID and unboxing video and picture of the broken item(s) and we will be more than happy to send you a new one with free shipping. The broken item(s) must be returned to Hey, GLOW's HQ for our review. 

Complaints made after 1x24 hrs since the delivered date will be regarded as invalid.