FAQ
Your questions answered
🛍️ Order & Delivery Queries
How long will my order take to arrive?
- We aim to process and dispatch all orders within 1 business day.
- Orders placed before 3:00 pm (UK time) are usually shipped the same working day, while orders placed after 3:00 pm, on weekends, or on UK public holidays will be shipped the next working day.
- Once shipped, standard UK delivery typically takes 2–3 business days, depending on your location and chosen shipping option.
- You’ll receive an email with tracking details as soon as your order is on its way, so you can follow your glow every step of the way.
- Please note that during busy periods (such as sales, new product launches, or holidays), delivery times may take slightly longer – but we’ll always do our best to get your glow to you as quickly as possible.
Do you ship internationally?
- At the moment, we ship exclusively within the UK, but we can’t wait to share IrelKGlow with more of the world.
- EU shipping is coming soon – follow us on Instagram or join our mailing list to be the first to know when it launches.
- Please note that we’re unable to ship to PO Boxes outside of the UK at this time.
What should I do if there’s a problem with my delivery?
- If your parcel is delayed, lost, or arrives damaged, please contact our Customer Care team at care@irelkglow.com with your order number and any relevant photos so we can resolve the issue as quickly as possible.
- If your parcel shows as delivered but you haven’t received it, we advise that you contact the courier and file a report with your local police.
If delivery to the address provided has been confirmed, IrelKGlow cannot accept responsibility for stolen parcels.
Your questions answered
🌟 Account & Loyalty
Do I need to create an account to place an order?
- No – you can check out as a guest if you prefer.
- However, creating an IrelKGlow account comes with benefits: you can save delivery details for faster checkout, and view your full order history anytime.
How do I join the IrelKGlow Loyalty Program?
- Our Loyalty Program is coming soon – and we can’t wait to reward your glow!
- Once launched, you’ll be able to join simply by creating an account and opting in to the program at checkout or through your account dashboard.
Stay tuned via our newsletter or Instagram to be the first to know when it’s live.
How can I check my loyalty points balance?
- When the program launches, you’ll be able to view your points balance by logging into your IrelKGlow account.
- From there, you’ll see your points total, recent activity, and available rewards – all in one place.
Your questions answered
💌 Returns & Refunds
Can I return or exchange a product if it doesn’t suit me?
We hope you love every IrelKGlow product you receive – but we understand that sometimes things don’t work out. Here’s how to request a return or refund.
Please note that we do not offer exchanges — if you’d like a different product, simply place a new order once your refund has been processed.
Eligibility for Returns:
To be eligible for a return:
Submit your return request within 14 days of receiving your order.
- Items must be unused, unopened, and in their original packaging, with all hygiene seals intact.
- Any promotional or free gifts included with your order must also be returned, or their value may be deducted from your refund.
- Returns sent without prior approval from our team will not be accepted.
Please note, we cannot accept returns for opened or used products, clearance or sale items, or gift cards.
How to Request a Return:
- Email us: Send your request to care@irelkglow.com with the subject line
RETURN REQUEST – Order #XXXX - Please include:
- Your full name and order number
- The item(s) you wish to return
- The reason for your return
- If your item is damaged or incorrect, please attach clear photos of the product, packaging, and shipping label.
- Wait for approval: We’ll confirm your return and send next steps.
- Prepaid label: Once approved, we’ll email you a Royal Mail Prepaid Returns Link (integrated with our warehouse system) so you can book your return easily.
- Send back: Please return your items within 7 days of approval using the prepaid label.
What are the return costs?
We want returns to be as simple and transparent as possible.
- Change of mind: If you decide to return an item that’s not faulty or incorrect, the cost of the Royal Mail prepaid label plus a £3.95 handling fee (for inspection and restocking) will be deducted from your refund.
- Damaged or incorrect items: If your item arrives damaged, faulty, or incorrect, we’ll cover all return postage and the £3.95 handling fee — you won’t pay a thing.
We’ll always confirm any costs before you send your items back, so there are no surprises.
When will I receive my refund?
- Once we’ve received and inspected your return, your refund will be processed within 5–10 business days to your original payment method.
- Please note that original shipping costs are non-refundable, unless the return is due to an error on our part (for example, a faulty or incorrect item).
You’ll receive an email confirmation as soon as your refund has been issued.
Your questions answered
💳 Payments, Discounts & Gift Cards
Will I be charged VAT or customs fees?
- UK Orders:
IrelKGlow is based in the United Kingdom, so all orders placed and delivered within the UK already include VAT in the price you see at checkout. This means you won’t be charged any additional customs or import fees. - International Orders (coming soon):
Once we begin shipping to the EU and other destinations, international customers may be subject to customs duties, taxes, or import fees depending on their country’s regulations.
We’ll clearly display any applicable charges at checkout where possible, or notify you before you confirm your order.
My card has been charged but I haven’t received an order confirmation – what should I do?
If your payment has gone through but you haven’t received an order confirmation email, don’t worry – here’s what to check first:
- Confirm your email address:
Make sure the email you entered at checkout is correct and that there are no typos. Also check your junk or spam folder, as order emails can occasionally land there. - Review your bank statement:
If the payment shows as “pending”, it may mean the transaction didn’t complete successfully. Pending payments are usually automatically reversed within a few working days if no order was confirmed.
If you’ve checked both and still haven’t received confirmation, please email our Customer Care team at care@irelkglow.com with your full name, order date, and payment details.
We’ll be happy to look into it right away and make sure your order is processed smoothly.
How do I redeem discount codes / gift cards?
To use a discount code or gift card:
- Add your products to the cart and proceed to checkout.
- On the payment / order summary page, find the “Discount Code / Gift Card” input field.
- Enter your code exactly (codes may be case-sensitive) and click “Apply”.
- Ensure the discount is reflected in your total before completing your purchase.
A few important points to keep in mind:
- You can only use one discount code or gift card per order (they cannot be stacked).
- The code must be valid, unexpired, and applied at checkout – it can’t be added later.
- Some codes may have exclusions (e.g. not valid on sale items, bundles, or gift cards).
- If the discount doesn’t apply, double-check:
- There are no typos
- Your cart meets any minimum spend or product-eligibility requirements
- The items you have aren’t excluded from the offer
- If you still experience issues, contact our Customer Care at care@irelkglow.com — we’ll be happy to help.
Your questions answered
🧴 Skincare Guidance
How do I start my IrelKGlow skincare journey?
- If you’re unsure where to begin or would like personalised product recommendations based on your skin type or concerns, our team would love to help. Simply email us at care@irelkglow.com, and we’ll ask a few quick questions about your skin type, routine, and goals to create a tailored IrelKGlow routine just for you.
- You can also explore our Glow Journal (blog) for eskincare advice, product guides, and ingredient insights – it’s the perfect place to start learning what your skin needs.
For ongoing inspiration, follow us on our socials for tips, tutorials, and new product launches, or subscribe to our newsletter to receive exclusive updates and seasonal skincare advice straight to your inbox.
How should I introduce new products into my routine?
- When adding new skincare products, it’s always best to start slowly and patch test first.
Apply a small amount to a discreet area (like behind your ear or along your jawline) and wait 24–48 hours to check for any redness, irritation, or sensitivity. - If you’re introducing more than one new product, add them one at a time and allow a few days between each. This helps your skin adjust and makes it easier to spot what’s working best for you.
How do I know my skin type?
Understanding your skin type helps you choose products that work with your skin, not against it. Here’s a simple guide:
- Oily: Feels greasy (especially in the T-zone) and looks shiny with visible pores. Needs balance and hydration, not harsh stripping.
- Dry: Feels tight or rough, looks dull or flaky. Needs rich moisture and barrier support.
- Combination: Oily in some areas (forehead, nose) and dry in others (cheeks). Needs gentle, balancing care.
- Sensitive: Easily irritated, red, or reactive. Needs calming, fragrance-free formulas.
- Normal: Feels balanced and looks even. Needs consistent maintenance and daily SPF.
Still unsure? Email care@irelkglow.com, and we’ll help you identify your skin type and recommend the best IrelKGlow routine for you.
How long will it take to see results?
- Every skin journey is unique, but most people start noticing visible improvements within 2–4 weeks of consistent use.
Some ingredients – like vitamin C, niacinamide, or exfoliating acids – may deliver faster results, while hydration and barrier support can take a little longer. - Consistency is key – great skin is built over time, not overnight.
Your questions answered
💬 Customer Support
How can I contact customer support?
Need help? Our friendly Customer Care team is here for you.
You can reach us through our contact form — simply select the topic that best fits your enquiry (for example, Returns or Order Question) — or email us directly at care@irelkglow.com.
We aim to respond to all messages within 1–2 business days (excluding weekends and UK public holidays).
Still have a question?
If you can’t find the answer you’re looking for, our friendly team is always happy to help.
Just email us at care@irelkglow.com, and we’ll get back to you within 1–2 business days (excluding weekends and UK public holidays).
We’re a small business and truly appreciate your understanding and support as we do our best to make every IrelKGlow experience positive.
Need more help?
Email us through our Contact Us page and we’ll reply within 1–2 business days (excluding weekends and UK public holidays). Thank you for supporting our small business.