Frequently Asked Questions

Ordering

How do I place an order?

Browse our shop, add your preferred products to your cart, and proceed to checkout. You can pay via M-Pesa or any other payment methods available at checkout.

Can I change or cancel my order after placing it?

If your order has not yet been processed or dispatched, contact us as soon as possible via WhatsApp and we’ll do our best to accommodate your request.

Once an order has been dispatched, it can no longer be changed or cancelled.

Do you offer discounts or promotions?

Yes. Follow us on Instagram and keep an eye on our website to be among the first to know about promotions, new arrivals, and special offers.

Products

Are your products authentic?

Yes. All products sold by S-Glow Ke are 100% authentic and sourced through trusted and authorized distribution channels.

We stock trusted skincare brands including COSRX, Beauty of Joseon, ANUA, SKIN1004, Keynote Skin, Haruharu Wonder, ISNTREE, Glow & Glassy, and more.

We do not knowingly sell counterfeit products.

How do I know which products are right for my skin?

Visit our Skin Concerns page to explore products based on concerns such as acne, dryness, dullness, sensitivity, uneven texture, and hyperpigmentation.

If you’re unsure where to start, message us on WhatsApp and we’ll help you choose products based on your skin concerns, current routine, and budget.

Do you offer skincare routines or bundles?

Yes. We can help you put together a skincare routine based on your skin type, concerns, current products, and budget.

We may also offer curated skincare bundles from time to time. Check our homepage, Journal, or contact us on WhatsApp for assistance.

What if a product I want is out of stock?

Where suitable, we may also suggest an alternative product from our available range.

Payment

What payment methods do you accept?

We accept M-Pesa and any other payment options displayed at checkout.

Is my payment information secure?

Yes. S-GlowKe does not store your M-Pesa PIN or full card details. Payments are processed through the payment methods and providers available at checkout.

Delivery & Collection

How long does delivery take?

Estimated delivery timelines depend on your location and selected delivery option.

Nairobi CBD Collection: approximately 1-2 business days after payment confirmation
Nairobi Doorstep Delivery: approximately 1-2 business days after dispatch
Major Towns: approximately 2-4 business days
Other Areas in Kenya: approximately 3-6 business days

These are estimated timelines and may vary depending on the courier, location, weekends, public holidays, or other circumstances.

Please see our Delivery Information page for full details.

Do you offer free delivery?

We offer free collection from our Nairobi CBD collection point:

Stanbank House
5th Floor, Wing A, Shop 23
Nairobi CBD

Please wait for confirmation that your order is ready before visiting the collection point.

Doorstep delivery is not included in the free CBD collection option.

How much does doorstep delivery cost?

Doorstep and courier delivery fees are charged according to the applicable Pickup Mtaani rate for your destination.

The applicable delivery cost will be shown or communicated before your order is finalised.

Do you deliver outside Nairobi?

Yes. S-Glow Ke delivers to supported locations across Kenya through Pickup Mtaani and other approved delivery arrangements where applicable.

Can I track my order?

Where tracking information is available, it will be shared once your order has been dispatched.

You may also contact us with your order number if you need an update on your delivery.

Returns & Replacements

What if I receive the wrong product?

Please contact us within 24 hours of delivery with:

Your order number
Clear photos of the product and packaging
A brief description of the issue

Once the claim has been reviewed and approved, we will arrange the appropriate replacement at no additional delivery cost to you.

What if my product arrives damaged, leaking, defective, or expired?

Please notify us within 24 hours of delivery and provide your order number, clear photos of the product and packaging, and a description of the issue.

All claims are reviewed by S-Glow Ke before a replacement, store credit, or other applicable remedy is approved.

Please see our Returns and Replacement Policy for full details.

Can I return a product because I changed my mind?

We do not ordinarily accept change of mind returns.

For hygiene and safety reasons, skincare products that have been opened, used, or had their seal broken cannot ordinarily be returned.

Any exceptional return must be approved by S-Glow Ke and meet the conditions outlined in our Returns and Replacement Policy.

What if a product causes irritation or does not suit my skin?

Individual skin responses can vary, so we cannot ordinarily accept returns based solely on skin sensitivity, an allergic reaction, or a product not meeting a customer’s personal preference.

We recommend patch testing new skincare products before full use.

If you are unsure which products may suit your skin, contact us before purchasing and we’ll help you make a more informed choice.

Do you offer refunds?

For approved claims, S-Glow Ke ordinarily prioritizes product replacement or store credit rather than monetary refunds.

However, this does not affect any rights or remedies available to customers under applicable Kenyan law.

Please refer to our Returns and Replacement Policy for complete information.

Still Have Questions?

We’re happy to assist.

WhatsApp: +254 700 694934
Email: info@sglowkenya.co.ke