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. 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 beautiful glowing light skin by using the products less often but in a consistent manner. E.g. applying the lightening lotion once a day instead of twice a day to maintain your results.
2. When will my order be shipped and delivered
International Orders
The processing time for international orders is 1-3 BUSINESS days. At times your order may be shipped the same day if we are shipping other orders that day and the items are ready. So in some instances you may get tracking number on the same day. When checking out the shipping company will show you the estimated delivery time based on which country you are in.
You will also see how much you are to pay for shipping.
Check your tracking number in your email. It mostly shows up under the promotions folder in your inbox if its your first time to place an order with us or in the spam folder.
Please NOTE that the shipping charges are set by the shipping company and not by shixglow. Shixglow has no control over that. Also the shipping fee is not constant as it is based on fuel surcharges. So at times the cost may be low by a few dollars or it might go up by a few dollars. But not by a huge margin. For full transparency, the invoice from the shipping company is sent to you along with the order and it shows the price breakdown. Basically shixglow does not touch the money you send for shipping. It goes straight to the shipping company.
Local Orders
For local orders (Within Kenya), the processing time is 1-3 Business days (also read FAQ section parts 16&17 for More info on local orders) If you order today, I send out your order to the courier the next day or at times on the same day. Orders are sent by a courier company. Make sure you are reachable on phone on the date your order is to be sent, otherwise rider will have to return with the parcel and you will pay delivery fee twice. You have to place order and make payment before delivery.
For orders in and out of Nairobi region, we ONLY use Fargo Courier. We do not use any other companies eg certain busses etc. We only use Wells Fargo for fast, efficient and affordable delivery.
3. What is the price of the product in my currency?
You can check the current foreign exchange rates in the market to get an idea of the price in your currency before you purchase. However if you are checking out via PayPal you will see the amount indicated in your currency before you click send payment.
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.
5. Do you offer refunds?
No refunds. 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.
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, give them your tracking number and tell them what details on your address you want corrected. 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.
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 in your inbox, try checking your spam folder or the promotions folder of your inbox
9. Do you cover Customs charges?
All applicable custom fees, taxes, and duties are the sole responsibility of 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 something like niacinamide/retinol/Alpha-Arbutin....etc is 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 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 the 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?
When checking out, right below PayPal you will see DPO. Select that option instead of PayPal then click complete order. It will take you to a secure DPO site which is a card processor. Click on card. Insert your card details and click enter. Stay on the site until DPO confirms that your payment has successfully gone through, then you can return back to the website to see your order number and to view other items. Do not leave the site until your order has gone through and you have got your order number.
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 3 minutes 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 3 minutes, 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 and order . So without it we shall not know if you placed an order. So if you do not get an order number, let us know instantly.
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 or AIRTEL MONEY?
When checking out, right below PayPal you will see DPO.
DPO is a verified Card and mobile money processor
Select that option/click on that instead of PayPal. It will take you to a secure DPO site. Under choose payment method, click on mobile. Select either mpesa or airtel money. Insert your phone number and click pay. You will get a pop-up notification on your phone to enter your mpesa pin. If your phone is not enabled for pop up notifications, then use the dpo paybill number which they will provide on that page. Stay on the website until DPO confirms that your payment has successfully gone through, you can then return back to the website to see your order number and to view other items.
DPO customer care phone number: 0709 947 947
Call that DPO number if you get stuck at the payment page and they will happily guide you in case you get any error. Just tell them you are trying to make a payment at shixglow and they will assist you.
Do not close the website page/ DPO page until you have got your ORDER NURMBER which is sent to your email in the order confirmation email. Most of the times, people close the website and everything after seeing the mpesa confirmation. That is wrong because if you close you will not get the order number. 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 3 minutes, 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 and order . It is sent in your email. So without it we shall not know if you placed an order. Please note this is very important So if you do not get an order number, and payment went through, let us know instantly, otherwise you will be waiting for an order which we have no clue about, because we can not see it,
Also in the section asking for your address DO NOT write your Po box postal address. Instead write the exact location where the rider will personally get you.
And for those in nairobi dont just write nairobi. you must state the estate even if you dont want to provide the name of the apartment. for example pangani estare, madaraka estate, etc This is mandatory because riders are assigned 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 fee as a fixed amount of Ksh 260 ($2.4) for the whole country (apart form the areas on the list below). You will see this amount as the standard fee when you check out on the website. This means for those of you in Nairobi, you do not have to pay any extra amount to the rider when he arrives to your doorstep/office, just the sh260 you pay on the website. The delivery person will deliver to the location you indicate on the website, so please do not put a fake location/ phone number. He/she 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 so long as you specify which building and floor etc.
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, please note that you are to collect the parcel from the courier office (wells Fargo) that is near your location .If you want it delivered to your door step, additional fees will apply which you will have to cover. Wells 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 by Wells Fargo. Make sure you are reachable on phone, otherwise rider will have to return with the parcel.
You have to make all payments before delivery.
For local orders we ONLY use Fargo courier/ wells fargo. We do not use any other companies eg certain busses or matatus …etc. We only use Wells Fargo for fast, efficient and affordable delivery.
As soon as your order is sent out via wells fargo, we will send you the wells Fargo tracking number to your email which you can call 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 Wells fargo and its what they will use to call you.
Any client from these areas will be contacted by shixglow for extra payment as per wells Fargo prices. This is because delivery to these areas is way on the higher side
Lodwar
Lokichogio
Nzoia
Turbo
Mararal
lamu
mbita
Kedubay
Isebania
18. Can I use if I am pregnant or lactating?
Kindly please consult your doctor for that.