Returns + Exchanges

Return & Refund Policy

Last Updated: August 5, 2026

At Dewieglow, we want you to love every part of your skincare and beauty routine. Because cosmetic products are personal care items, we maintain clear guidelines to ensure hygiene, product integrity, and complete customer satisfaction.

Please read our policy carefully to understand your options and rights regarding returns, exchanges, and refunds.

1. Return Eligibility & Window

Standard Return Window: You may request a return within 48 hours from the date of delivery in case of defects only.
Unopened & Unused Items: Due to health and hygiene standards, products must be in their original, unopened, unused, and sealed condition, with all original packaging and protective seals intact.
Non-Returnable Items:
- Opened, lightly used, or swatched cosmetics/skincare items.
- Final sale, promotional clearance items, or gift cards.
- Opened mystery bundles or custom promotional gift sets (unless damaged or defective upon arrival).

2. Damaged, Defective, or Incorrect Items

If you receive a package that arrived damaged, leaking, defective, or contains the wrong item, we will resolve it immediately at no extra charge to you:

Notify Us Within 48 Hours: Contact our support team at support@dewieglow.com (or via WhatsApp) within 48 hours of receiving your delivery.
Provide Proof: Include your Order Number along with clear photos or a quick video showing:
- The damaged/incorrect item.
- The outer shipping package/box label.
Resolution: Upon verification, we will issue a free replacement shipment or process a full refund to your original payment method.

3. How to Initiate a Return

Submit a Request: Contact our customer support at support@dewieglow.com with your Order Number and the item(s) you wish to return or reach out via WhatsApp 01140320139.
Approval & Instructions: Our team will review your request within 24–48 hours. If approved, we will send you the designated return shipping instructions and return address.
Pack Your Items: Securely pack the item in its original box to prevent transit damage.
Dispatch: Send the parcel back using a trackable courier service or through our designated courier pickup.

Note: Unless the return is due to a mistake on our part (damaged, defective, or wrong item), return shipping fees are non-refundable and are the responsibility of the customer.

4. Refund Process & Timelines

Inspection: Once your returned package is received at our facility, our quality control team will inspect the items to confirm they meet return criteria.
Approval Notification: You will receive an email update confirming whether your refund has been approved or rejected.
Processing Time:
- Approved Refunds: Processed within 5 to 7 business days to your original payment method (Credit/Debit Card or E-Wallet).
- Cash on Delivery (COD) Orders: Refunds for COD orders will be issued via store credit/gift voucher or bank transfer/digital wallet as agreed upon with our team.
Shipping Fees: Original shipping charges and cash-on-delivery handling fees are non-refundable.

5. Order Exchanges

Direct Exchanges: We accept direct exchanges only for unopened and sealed items within 14 days of delivery.
Price Differences: If you exchange for an item of higher value, you will pay the difference. If lower, the remaining amount will be issued as store credit.
Exchange courier shipping costs are borne by the customer unless the original item received was damaged or incorrect.

6. Order Cancellations

Before Shipping: You can cancel your order for a full refund within 2 hours of placing it, or before it has been dispatched from our warehouse.
After Dispatch: Once an order has left our facility, it cannot be canceled mid-transit. You may initiate a standard return once the shipment reaches you, provided the seal remains intact.

7. Contact Us

For any questions, return requests, or assistance with your order, please reach out to us:

Email: support@dewieglow.com
WhatsApp / Phone: +20 1140320139
Support Hours: Sunday – Thursday | 12:00 PM – 12:00 AM