🛍️ Order & Delivery Queries
How long will my order take to arrive?
- We aim to process and dispatch all orders within 1–3 business days.
- 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?
Yes — IrelKGlow currently ships to selected international destinations.
Available shipping countries are displayed at checkout and may change depending on courier availability, customs regulations, or operational limitations.
International delivery times may vary depending on the destination country, customs clearance procedures, local courier networks, weather conditions, and seasonal demand.
Please note that international orders may be subject to customs duties, VAT, import taxes, handling fees, or local charges determined by the destination country. These charges are the responsibility of the customer where applicable.
- We’re currently unable to ship to certain regions, including most European countries, while additional cosmetic compliance, regulatory, and operational requirements are being finalised.
- 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.co.uk with your order number and any relevant photos so we can resolve the issue as quickly as possible.
If tracking confirms delivery to the address entered at checkout, IrelKGlow cannot accept responsibility for lost, stolen, or misplaced parcels.
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and chosen service. We also run regular free shipping promotions — keep an eye on our homepage and newsletter for current offers and any minimum-spend thresholds.
What should I do if an item is missing or incorrect?
We're sorry if something isn't right with your order. Please email care@irelkglow.co.uk within 7 days of delivery with your order number, a photo of what you received, and a brief description of the issue. We'll review your case promptly and arrange a replacement or refund as appropriate.
Can I change or cancel my order after it's been placed?
We begin processing orders as quickly as possible, so changes and cancellations can only be accommodated within a short window after checkout. If you need to update your delivery address, change an item, or cancel your order, please email care@irelkglow.co.uk as soon as possible with your order number. Once an order has been dispatched, we're unable to make any changes — but you can return it under our standard returns policy.
How can I track my order?
Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number and a link to follow your parcel's journey. If you haven't received tracking details within 3 business days of placing your order, please check your spam folder or contact us at care@irelkglow.co.uk and we'll be happy to look into it for you.
🌟 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.
How do I reset my password or update my account details?
- To reset your password, click “Forgot your password?” on the account login page and we’ll email you a reset link. To update your email address, delivery details, or other personal information, log in to your IrelKGlow account and visit your account dashboard. If you’d like to delete your account or request your data, please em
How do I log in to my account?
- We use Shopify's passwordless login, so there's no password to remember. At checkout or on your account page, enter your email address and we'll send you a one-time 6-digit code to sign in. You can also log in with the Shop app for a faster experience across all Shopify stores. If your code doesn't arrive within a few minutes, please check your spam folder or email care@irelkglow.co.uk and we'll help you in.
How do I unsubscribe from emails or manage my personal data?
- You can unsubscribe from our marketing emails at any time by clicking the 'unsubscribe' link at the bottom of any newsletter. To request a copy of the personal data we hold about you, or to ask us to update or delete it, please email care@irelkglow.co.uk. We respond to all data requests in line with UK GDPR within 30 days.
💌 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 - Include the Following Information:
- Your full name and order number
- The item(s) you wish to return
- The reason for your return
- If damaged or incorrect, attach clear photographs of:
A) The product
B) The packaging
C) The shipping label - Approval Process: Please wait for written confirmation from our Customer Care team before returning any items.
- Return Instructions: Once approved, we’ll provide return instructions by email.
For change of mind returns, customers are responsible for arranging and paying for return shipping. We strongly recommend using a tracked service and keeping proof of postage until your refund has been confirmed
For damaged, faulty, or incorrect items, IrelKGlow will provide return instructions and, where appropriate, cover reasonable return shipping costs. - Send back your return: Once approved, you have 7 calendar days to send your return.
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What are the return costs?
We want returns to be as simple and transparent as possible.
- Change of mind: A small handling and inspection fee, together with any applicable return shipping costs, may be deducted from your refund
- Damaged, faulty, or incorrect items: IrelKGlow will cover all reasonable return shipping costs.
- International customers are responsible for all international return shipping costs unless the item received is faulty, damaged, or incorrect. We do not currently provide prepaid international return shipping labels.
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.
- If your original order qualified for a free shipping promotion, the outbound shipping cost originally incurred by IrelKGlow may be deducted from your refund where applicable.
💳 Payments, Discounts & Gift Cards
What types of payments are accepted?
We currently accept secure payments through Shopify Payments and other payment methods available at checkout, including major debit and credit cards, PayPal, Apple Pay, Google Pay, and Shop Pay where available.
Will I be charged VAT or customs fees?
- UK Orders:
IrelKGlow is based in the United Kingdom, and all UK orders include VAT where applicable in the final price shown at checkout. You will not be charged additional customs or import fees for UK deliveries. - International Orders:
International orders may be subject to customs duties, VAT, import taxes, handling fees, or other local charges depending on your destination country’s regulations.
These charges are determined by local customs authorities and are the responsibility of the customer where applicable.
Please note that free international shipping promotions apply to shipping charges only and do not include customs duties, VAT, import taxes, or local import fees.
Customs processing times may occasionally cause delivery delays outside of our control.
If an international parcel is refused, abandoned, or returned due to unpaid customs charges, failed delivery attempts, incorrect address details, or import restrictions, any shipping costs, return fees, customs charges, or handling costs incurred by IrelKGlow may be deducted from any eligible refund.
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.
🧴 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 skincare 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.
Are your products cruelty-free and vegan?
- We care about mindful skincare. To make it easy to shop in line with your values, our website includes 'Mindful Choice' filters — including cruelty-free and vegan — so you can quickly find products that match what matters to you. Just open the filters on any collection page and tick the option you're looking for. If you'd like guidance on a specific product, email care@irelkglow.co.uk and we'll be happy to advise.
Where can I find a full ingredients list?
- A complete INCI ingredients list is shown on every product page, and on the outer packaging of each product. If you have a specific allergy or sensitivity concern, please email care@irelkglow.co.uk before ordering and we'll be happy to advise.
💬 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.
How do I unsubscribe from emails or manage my data?
You can unsubscribe from our newsletter at any time by clicking the “Unsubscribe” link at the bottom of any marketing email. To request a copy of your personal data, update incorrect information, or ask us to delete your account, please email care@irelkglow.co.uk and we’ll respond within 30 days in line with UK GDPR. For full details on how we collect and use your data, please see our Privacy Policy.