FAQ
1. Are the results permanent/ Will I get darker after I stop using your products?
Skin lightening is NEVER permanent and no skin lightening products in the world can give you permanent results. Please do your own research so that you are not lied to. You can not genetically modify your skin to stop producing melanin permanently. The way skin lightening products work is by temporarily blocking the production of melanin or by production of the light skin pigment that is called pheomelanin. So once you stop using the products, the melanin SLOWLY creeps in and your skin starts getting darker. Don't let any skin lightening company fool you that the results are permanent, they are not. HOWEVER, you can maintain your light skin/your results by using the products less often but in a consistent manner. For example, applying the lightening lotion once a day instead of twice a day to maintain your results or skipping one day. That way, you can have your skin light forever so long as you do not permanently stop using skin lightening products.
2. When will my order be shipped and delivered
Please read our shipping policy.
3. What is the price of the product in my currency?
You can check the current foreign exchange rates in the market on google to get an idea of the price in your currency before you purchase. However when you are checking out you will see the amount indicated in your currency before you pay.
4. Can I cancel my order and make a new order?
No. Once an order is made you can not make any changes to it including cancelling it. Once we receive an order we start processing it right away and at times we ship on the same day. Please double check your order to make sure everything is correct before you make payment. However on certain occasions if you have not not received a tracking number yet it means we have not shipped it and we can make changes to your order.
5. Do you offer refunds?
No refunds/no returns. We only issue store credit under certain conditions set out in the Refund policy
6. Can I make changes to my order?
No. Once an order is made you can not make any changes to it including cancelling it. Once we receive an order we start processing it right away and at times we ship on the same day. However, at times, if you have not not received a tracking number yet it means we have not shipped it and we can make changes to your order.
7. I put the wrong address details/phone number. Can I change my address and phone number on my order?
Yes, but ONLY after you receive your tracking number. This has to be done very fast as soon as you get the tracking number because if the order has already been delivered to another address, then the shipping company can not retrieve it.
You can call the shipping company (DHL), give them your tracking number and tell them what details on your address you want corrected. Please note that DHL may or may not charge you extra for change of address depending on distance. However please note shixglow can not change the address details for you. Only the shipping company can do that. So you have to contact them yourself only after you get the tracking number which is usually sent via sms or email once order is dispatched.
Also please note that the shipping address and phone number that you write on the check out page is NOT at all modified/ revised/corrected by shixglow. It is sent directly to the shipping agent the same way you wrote it/ as it is. Hence, why you have to make sure you double check your address.
The website gives you the option to use your billing address as your shipping address. This is just an option but not mandatory. But should you choose to use this option please double check make sure that most importantly, the shipping address is correct.
ALSO make sure you do not use fake email address/phone number or an email address/phone number that you do not have access to.
This is because your tracking number and important shixglow information eg usage instructions will be sent to that email/phone number. Also the shipping company (DHL) may need to contact you regarding your order.
8. Can you track my order for me and tell me where it is
No. We do not track orders for clients. Once you receive a tracking number from shixglow its up to you to go to the website of the shipping company, (www.dhl.com), key in your tracking number and see the status of your package as well as to confirm your address and details are okay.
We handle several orders and as such we are not able to track orders for each and every client. HOWEVER, if your order goes missing or is misplaced by the shipping company etc, please contact us. We shall not be liable to orders sent to the wrong address, if you wrote the wrong address.
Any inquiries regarding the exact location of your package should be made to the courier/shipping company, directly. Our customer service agents only have as much information as can be seen by you through your tracking number.
If you do not see the email that has the tracking number in your inbox, try checking your spam folder or the promotions folder of your inbox. If you still cant get it please do not hesitate to contact us
9. Do you cover Customs charges?
All applicable custom fees, taxes, and duties are the sole responsibility of you as the customer. These charges are set by your country and we have no control over them. We are not responsible for loss or stolen packages once DHL has marked your package as delivered. By completing a purchase with us you are agreeing to our full shipping and delivery policies.
10. Are your products natural/organic
The word natural is a bit ambiguous in the skin care community. eg water is completely 100% natural but ingredients like niacinamide/retinol/Alpha-Arbutin....etc are manufactured in a lab, thus not 100% natural. These are great wonderful ingredients but can not be classified as 100% natural since they are lab made. But I can gladly tell you that ALL shixglow products formulated SAFELY and will not cause damage to your skin so long as you follow all the instructions given. All shixglow products are tested are re-tested several times before they are put out into the market, to ensure they are totally safe and effective.
11. My order did not go through but I was charged
When this occurs, the transaction is pending in your account. Depending on your bank and the day of the week, the money goes right back into your account automatically and shortly after. Please contact your bank/ payment institutions for any questions about this.
12. Will I get a reaction or side effects after using the product
Our products are formulated in a way that they are totally safe for the skin and they come with a full set of instructions. Plus they are tested severally before been put on the market. However we HIGHLY suggest doing a small patch test for allergic reactions because all skins are different. We are not responsible for any reactions and medical complications while using our products. We list all ingredients in each product's description, please check them out when ordering.
13. When will my product expire?
We normally recommend that you use the products within 3-8 months to get the best quality and best results even though most of them have a shelf life of 12 months. E.g for the lactic lotions, due to the fermenting nature of lactic acid, it may change the smell of the product. We make our products in small batches because we want to ensure you get them freshly made. We do not want to sell you products that have been sitting on our shelves for months.
14. How do I pay using Card, Apple pay, Google pay or Cashapp?
When checking out, right below PayPal you will see Intasend. Select that option instead of PayPal
Intasend is a verified Card and mobile money processor
After that, click complete order. Click on the payment option you want. Insert your details and click enter. After your payment goes through you will get an order number from shixglow sent to your email.
Most of the times it takes just a few seconds for the order number to be displayed after payment is done, but give it maximum 1 minute in case there is congestion on the site. If your payment went through and you did not get an order number even after waiting on the site for at most 1 minute, please contact us on WhatsApp using the number in the contact section or email. The order number is the only way we know that you have placed an order. Without it we shall not know if you placed an order. So if you do not get an order number, please let us know immediately.
15. What is the shipping fee?
That depends on how far you are from us and how heavy your package is. After selecting the items you want and you get to the checkout, you will see the shipping rate which is automatically calculated by the courier service. We are located/based in Kenya.
16. How do I pay using MPESA?
When checking out, right below PayPal you will see Intasend.
Intasend is a verified Card and mobile money processor
Select that option/click on that instead of PayPal. Click on mpesa. Insert your phone number and click pay. You will get a pop-up notification/ prompt on your phone to enter your mpesa pin. Stay on that page until your payment has successfully gone through. After successful order placement, you should get an email from shixglow confirming your order and with an order number.
The order number is the only way we know that you have placed an order . It is sent to your email. So without it we shall not know if you placed an order. Please note this is very important. So if in any case you do not get an order number from shixglow, and payment went through, let us know immediately, otherwise you will be waiting for an order which we have no clue about, because we can not see it even though payment went through.
Also in the section asking for your address DO NOT write your PO BOX post office address. Instead write the exact location where the rider will come to deliver your order.
For those in nairobi please do not just write nairobi. You must state the name of the estate even if you do not want to provide the name of the apartment. For example pangani estate, madaraka estate, embakasi, kilimani.... etc ..etc. This is mandatory because in the morning riders are assigned packages based on location. If its nairobi CBD, indicate that.
For Example.....
Madaraka Estate, xyz apartment, 8th Floor, Door number 20.
17. What are the local delivery fees and when will I get my order?
We have set the local delivery fees of different areas and you will see the different delivery prices for different areas.
Please select your location from the list given. If your location is not on the list please select 'others'. Then we shall contact you and give you the rate for your area.
The delivery person will deliver to the location you indicate on the website, so please do not put a fake location/ phone number. The rider will call you when they are near that location or on the way to inform you they are almost there.
The rider can also deliver inside Nairobi town CBD to any building so long as you specify which building and floor etc.
You can also pick your order from the nearest fargo courier office in cbd or anywhere if you wish to. Although delivery to your home/ office is still available. So you can choose whatever option works best for you.
Fargo courier customer care number: 0703 077 000 or 0722 204700
Kindly call the fargo courier number above if you have any issues with your delivery. They will ask you for the tracking number which we usually send to your email.
For those outside Nairobi/ upcountry, please note that you are to collect the parcel from the courier office (Fargo courier) that is near your location .If you want it delivered to your door step, additional fees may apply which you will have to cover. Fargo will explain this to you.
For local orders (Within Kenya), the processing time is within 1-3 BUSINESS days. (Business days means excluding public holidays and weekends) If you order today, we send out your order to the courier the next day or at times on the same day. But within 3 business days. Orders are sent using Fargo courier. Make sure you are reachable on phone, otherwise the rider will have to return with the parcel.
You have to make all payments before delivery.
For local orders we ONLY use Fargo courier/. We do not use any other companies eg certain busses or matatus …etc. We only use Fargo for fast, efficient and affordable delivery.
As soon as your order is sent out via Fargo, we will send you the Fargo tracking number to your email. Then you can call them to confirm the day and time they will deliver. eg if say we take the parcel today to their office, it is delivered the next day. So please make sure that when making an order on the website that you use an email and phone number that you have access to because that is what we will give to Fargo and its what they will use to call you.
18. Can I use if I am pregnant or lactating?
Kindly please consult your doctor for that.