FAQ
Customer Support
How quickly can you answer my question?
We aim to respond to all enquiries within 24 hours, Monday through Friday. You can reach us via the Contact Us form, by emailing info@supportyoleeglow.com, or through our Instagram and Facebook pages.
Orders
Can I change my shipping address after placing my order?
Due to our quick processing times, address changes can be difficult once an order is placed. Please contact us immediately with your name and order number. While we cannot guarantee changes after dispatch, we will do our best to help.
Can I cancel or modify my order?
Please contact us as soon as possible after placing your order. If it has not yet been dispatched, we will do our best to accommodate your request. Once dispatched, we are unable to cancel or modify orders.
Shipping & Delivery
How long is the processing period?
Orders are processed within 1–3 business days. Most orders ship within 24 hours, though this may extend to 3 days during busy periods.
How long will delivery take?
Estimated delivery times after dispatch:
- New Zealand: 5–12 business days
- Australia: 7–15 business days
- United States: 10–20 business days
Times are estimates and may vary due to customs processing or carrier delays.
Where do you ship?
We currently ship to New Zealand, Australia, and the United States. Free shipping is included on all orders.
Will my order arrive in one package?
Large orders may occasionally arrive in separate parcels, 1–2 business days apart.
What if an item is out of stock?
You will be notified by email with an estimated restock date. If the item is not restocked within 2 weeks, you will be automatically refunded.
Tracking
How do I track my order?
You will receive a tracking number by email once your order has been dispatched. Use this to track your parcel via the carrier's website. Please allow 24–48 hours after dispatch for tracking to update.
My tracking number isn't working — why?
International tracking can sometimes take a day or two to activate in the carrier's system. If tracking still isn't working after 48 hours of receiving your shipping confirmation, please contact us and we will investigate.
Tracking shows delivered but I haven't received my order.
Please first check with neighbours or your building's reception in case the parcel was left nearby. If you still cannot locate it, contact us at info@supportyoleeglow.com within 30 days of the marked delivery date and we will work with the carrier to resolve it.
Returns & Refunds
I received a damaged or faulty item — what do I do?
Please contact us within 30 days of delivery with your order number and clear photos or video of the issue. We will arrange an appropriate resolution, which may include a replacement or refund. Email us at info@supportyoleeglow.com.
What is your return policy?
We accept returns within 30 days of delivery for unused, unopened products in their original packaging. Return shipping costs are the responsibility of the customer. Please read our full Return & Refund Policy before sending anything back.