Frequently Asked Questions

Frequently asked questions

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Orders & payment

5 questions
How do I place an order?

Add your favourites to your cart and check out as a guest. You don't need an account. Your confirmation email lands within minutes, and we start packing your order.

What can I pay with?

Pay your way at checkout, Afterpay included. Split your order into 4 interest-free payments and we still ship it straight away.

Can I change or cancel my order?

Email contact@skincarecheekyglo.com with your order number before it ships and we'll update it for you. We pack fast, so get in touch quickly. Once your order is fulfilled, the details are locked in, address included.

I changed my mind before my order shipped. What now?

We'll turn the full amount into store credit, so you can swap in something you love instead.

Is it safe to pay on your site?

Completely. You check out through Shopify's secure payment system, and we never see your full card number.

Shipping & delivery

7 questions
Where do you ship from?

We pack every order in our Sydney warehouse and ship it all over Australia, plus New Zealand, Asia Pacific, the US, Canada, the UK, Europe and most other countries.

How long will my order take to arrive?

We pack your order within 1 to 2 business days, then it's on its way to you:

  • Australia: 2 to 6 business days, or 1 to 3 with Express
  • New Zealand: 4 to 7 business days, or 2 to 5 with Express
  • Asia Pacific: 4 to 7 business days, or 3 to 5 with Express
  • USA and Canada: 5 to 9 business days, or 3 to 6 with Express
  • UK and Europe: 4 to 7 business days, or 3 to 5 with Express
  • Everywhere else: 10 to 30 business days, or 8 to 18 with Express

Weekends and public holidays don't count as business days, so order early in the week for the quickest turnaround.

How much is shipping?

In Australia, Standard costs $6.95 and Express costs $11.95. Hit $80 and you skip the Standard fee completely. International Standard is calculated at checkout, and international Express is a flat $40 AUD.

Do you do free shipping?

Yes, and it's easy to reach:

  • Australia: free Standard over $80, free Express over $180
  • New Zealand: free over $160 AUD
  • USA and Canada: free over $200 AUD

Just under? Add a Scalp Scrubber or a pack of Dermablades and your shipping is on us.

Will I have to pay customs or import fees?

That depends on your country. Duties and import taxes sit outside your order total, and your local customs office contacts you directly if anything is owed.

Can you ship to a PO Box?

Yes, we ship to PO Boxes through Australia Post. For the fastest delivery, use a home or work address.

I put in the wrong address. Can you fix it?

Email us straight away and we'll update it before your order ships. Once your parcel is on its way, the address is locked in, and resending a returned parcel costs extra. A quick check at checkout saves you the hassle.

Returns & refunds

6 questions
What's your returns policy?

Return any unopened product in its original packaging within 30 days. Email contact@skincarecheekyglo.com with your order number and we'll send you the next steps before you post anything.

Can I return something I've opened?

Not for change of mind. We never resell opened products, which means everything you receive is brand new and untouched. If yours arrives faulty or damaged, or gives you a reaction, we'll sort it out.

Do you have a money-back guarantee?

Not on sale orders. Everything bought in the birthday sale is final sale unless it arrives faulty or damaged. If you're not sure which product suits your skin, email contact@skincarecheekyglo.com before you order and our team will help you pick.

Can I return sale items?

Sale and promo-priced items are final sale unless they arrive faulty, and so are gift cards.

Who pays for return postage?

You cover return postage, unless we got your order wrong. Then it's on us. Send returns with a tracked service so your parcel is protected on the way back.

How long does a refund take?

Once we approve your return, we refund your original payment method or issue store credit, depending on the claim. Your bank may take a few extra days to show it.

Order issues

4 questions
My order arrived damaged or wrong. What do I do?

Email contact@skincarecheekyglo.com within 30 days of delivery with your order number and a photo or video of the problem. We'll make it right.

Something's missing from my order.

If an item sold out, we ship the rest of your order and refund that item to your original payment method. Something else missing? Send contact@skincarecheekyglo.com your order number and a photo of what arrived, and we'll sort it.

My parcel says delivered but it isn't here.

Check with neighbours, your building's mailroom and any safe spot a courier might use. Still missing? Email contact@skincarecheekyglo.com within 10 days and we'll help you lodge a claim with the carrier.

What is Shipping Protection?

Add it at checkout for $2.95 and your parcel is covered if it's lost, stolen or damaged in transit.

Subscriptions

3 questions
How do subscriptions work?

Choose your delivery frequency and your favourites keep arriving at a discounted price, so you never run out mid-routine. We charge you as each order ships.

Can I cancel my subscription?

Every subscription runs for at least 3 deliveries (24 weeks), and you can cancel any time after that. That minimum is what unlocks your discounted price.

How do I change my subscription?

Manage your subscription any time through the links in your order emails. Need a hand? Email contact@skincarecheekyglo.com and we'll sort it.

Using your glove

5 questions
Which glove should I get?

Pink and Black suit most skin types. Choose White (Sensitive) for reactive skin, eczema or psoriasis, because its weave is gentler. Torn between colours? Grab the Black+Pink Duo and keep a fresh one ready to go.

How do I use it?
  • Soak in a warm shower or bath for at least 5 minutes.
  • Skip soap, oil and lotion beforehand so the glove can grip.
  • Wring the glove out until it's damp, not dripping.
  • Scrub with firm strokes and watch the dead skin roll off.
  • Rinse, then lock in moisture with our Juicy Peach Body Oil.
Nothing peeled off. Is it working?

It's still working. If you already exfoliate regularly, there's less build-up to lift, and you'll still feel smoother skin.

For the full roll-off effect, soak for 5+ minutes, skip soap beforehand, wring the glove until it's just damp, and use firm pressure.

How often should I use it?

Use it up to twice a week and give your skin time to recover in between. On sensitive skin, start at once a week.

How do I look after my glove?

Rinse it after every use and hang it up to dry fully, never scrunched in the shower. Swap in a fresh glove every 8 to 12 weeks. Stock up with the Duo and your next one's ready when you are.

Skin & sensitivity

4 questions
Can I use it on sensitive skin?

Yes. Reach for the White (Sensitive) glove, start once a week, and build up as your skin gets used to it.

When shouldn't I exfoliate?

Skip exfoliating on freshly shaved or waxed skin, sunburn, cuts or broken skin, and during an eczema flare-up.

Will it help my KP?

Regular use smooths KP bumps over time. It won't cure KP, so stay consistent, don't overdo it, and follow with a moisturiser. Give it a few weeks and you'll feel the difference.

I had a reaction. What should I do?

Stop using the product and email contact@skincarecheekyglo.com within 30 days of receiving it, with photos and your order number. Our team reviews every case individually.

General

3 questions
Can guys use CheekyGlo?

Absolutely. Dead skin doesn't care who you are. Start with the Cheekybro Set.

Do you sell wholesale?

Yes. Email contact@skincarecheekyglo.com with a few details about your business and we'll send you our wholesale range and pricing.

How do I get in touch?

Email contact@skincarecheekyglo.com. If it's about an order, include your order number and we'll get you an answer faster.

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Still deciding?

Email our Sydney team and we'll help you pick the right products for your skin.

Ask our team contact@skincarecheekyglo.com