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FREQUENTLY ASKED QUESTIONS

Chinese Version

  • What is the shelf life of the products?
    Except our bar soaps, all of our skin care products have a shelf life of 1 years. Our handmade bar soaps have a shelf life of 2 years. All skin care products have a “period-after-opening” (PAO) date that is printed on the packaging except for bar soaps. PAO is a guideline for you to understand the number of months that we recommend using the products. We recommend storing all products in a cool, dry place and out of direct sunlight to ensure that the products are used during their time of optimal freshness.
  • Do you test your products on animals?
    NEVER! We love animals and we will never test our products on animals. Our products are tested by a selected group of friends, family and loyal customers with different skin types and tones.
  • Are your products all-natural/organic?
    Our initial vision with the soft glow is to create skin care products as natural as possible. We substitute synthetic ingredients with natural ingredients while possible in formulas. While some of the ingredients we use are organic but our products are not certified organic.
  • Are your products vegan?
    YES! All of our products are vegan, meaning we do not use beeswax or lanolin in any of our products.
  • Do your products contain SLS, paraben, artificial dye or synthetic fragrance?"
    NO! There are always natural substitution we can use and we are saying no to all the above!
  • What forms of payment do you accept?
    We accept PayPal and all major credit cards.
  • Can I modify or cancel my order?
    We regret that no modification or cancellation can be made once the order is placed and confirmed. Please contact info@thesoftglow.com if you wish to speak to our customer service regarding your order.
  • Is there any discounts or promo codes that I can use for my order?
    We suggest subscribing to our newsletters to ensure you are getting the latest launches, news and offers. Stay tuned!
  • Do you offer international shipping?
    We only ship within Hong Kong. We do not offer international shipping at this time.
  • Do you offer free shipping?
    We offer free shipping for orders on HK$ 399 or more after any discounts or promotions have been applied. For orders less than HK$ 399 there is a HK$ 30 delivery charge.
  • When will my order ship?
    Orders are generally processed and shipped in 1 to 2 business days, from Monday to Friday excluding public holidays.
  • How long will it take for my order to arrive?
    We ship our orders via S.F. Express or Hong Kong Post, typically it takes 2 to 6 business days to arrive.
  • Can I change the delivery address once I place my order?
    If you wish to change the shipping address or have made an error entering your address, please contact us at info@thesfotglow.com as soon as possible.
  • What if my package arrives damaged?
    If your package was damaged during shipping, save the package and merchandise and notify us immediately at info@thesoftglow.com with pictures, we will arrange a courier to pick up and inspect the damaged package and the damaged items will be replaced for you.
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