FAQ
I NEED HELP WITH MY ORDER. WHOM CAN I CONTACT?
Our customer service team will be happy to assist you. Please WhatsApp us at +6012-708 2198
HOW DO I PLACE AN ORDER?
Choose the desired quantity, then click on “Add to Cart”. You will be invited to create a membership account, or, if you are an existing Glamogenic customer, you may log in using your NRIC. Simply follow the screens through until you receive confirmation that the transaction has been accepted.
Product Out of stock:
Among the Glamogenic products you can purchase online, a product may temporarily be unavailable. In this event, you may contact us to check on the next available date.
• Order number
• Order date
• List of items ordered
• Total amount of the order
If you do not receive this confirmation e-mail, (and you’ve checked your spam), it may be that your order has not been acknowledged.
To check your order status, please WhatsApp us at +6012-708 2198
I HAVEN’T RECEIVED AN ORDER CONFIRMATION
This could be for 2 reasons:
Either your spam filters are too high, which means that our emails have been blocked as spam.
Glamogenic (noreply@.glamogenic.com) has not been added to your Address Book.
Or, your order may not have been successfully submitted.
For further information, WhatsApp us at +6012-708 2198. Our customer service will revert to you as soon as possible.
HOW TO TRACK MY ORDER
When your order and payment are validated, Glamogenic sends an initial e-mail to confirm your order.
Then, once your order has been prepared and dispatched, you will also receive an order dispatch confirmation by e-mail. In this second e-mail, you will find a tracking number. By clicking on the link to the website in this e-mail, and entering the parcel number, you will be able to track your parcel.
IS MY CREDIT CARD INFORMATION SAFE AT GLAMOGENIC?
Glamogenic will not store any credit card information on our servers. At Glamogenic, we use systems set in place by banks that have the security protocols set in place to handle safe credit card transactions.
MY CREDIT CARD DETAILS ARE NOT BEING ACCEPTED. WHAT’S WRONG?
Please check with your bank or financial institution to rule out errors on their behalf. If problems continue to persist, please contact our customer service.
MY PAYMENT HAS BEEN REJECTED
To protect your security and privacy, your bank can’t provide Glamogenic with information about why your payment was declined. Because of this, you will need to contact your bank directly to solve these payment issues.
MY COMPUTER FROZE WHILE PROCESSING PAYMENT. HOW WILL I KNOW THAT MY PAYMENT WENT THROUGH SUCCESSFULLY?
All successful transactions will receive a confirmation email that contains an order status. If you have not received confirmation via email, please check the page of My Order to confirm the status. Alternatively, please WhatsApp us at +6012-708 2198 to confirm the placement of your order.
WHAT IS THE MAXIMUM QUANTITY AND AMOUNT THAT I CAN ORDER?
The number of identical products is limited to 10 for the same order.
Glamogenic is obliged to apply these limits for delivery and payment security reasons.
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We currently accept all major credit cards which include: Visa, MasterCard, debit cards with the Visa/MasterCard logo, and internet banking of major banks in Malaysia.
Unfortunately, we do not accept personal checks, cash on delivery, and money orders.
HOW CAN I CANCEL OR CHANGE MY ORDER?
Orders submitted on our website process and ship very quickly. Regrettably, we cannot cancel or modify orders. We are sorry for any inconvenience this may cause.
Your order, or part of your order, may have been cancelled by our system for a number of reasons:
• Item(s) not available.
• Order exceeded maximum purchase limit.
• Cannot ship to address provided, freight forwarders, or address outside of Malaysia.
• Difficulty in processing payment information – entered in a billing address or zip code that is not associated with credit card.
• You have not responded to emails sent regarding the following: declined credit card; incorrect billing information; verification of billing/shipping address for priority ship order.
You will receive an email notification if your order is cancelled. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please WhatsApp us at +6012-708 2198
I RECEIVED A DAMAGED/DEFECTIVE ITEM, WHAT SHOULD I DO?
To ensure the eligibility of the return, please wrap the product in its original packaging, complete with the accessories (if any), and purchase invoices.
Please refer to our Shipping & Return Policy for a full guide on returns and exchanges.
If you have additional questions or concerns, please WhatsApp us at +6012-708 2198. Our customer service representative will be happy to assist you.
WHERE CAN I VIEW MY ORDER HISTORY?
If you are a registered Glamogenic member, you may consult your Order History by clicking here.
DISPLAY OF THE WEBSITE ON DIFFERENT BROWSERS
• Some parts of the website may not display correctly when using this website on mobile.
• Clear browser cache. There are different ways to clear the cache on each browser, please ensure that you clear the cache correctly on the browser that you are using.
HOW DO I FIND MY USERNAME / PASSWORD?
If you forget your password, go to the “Sign in” and click on “Forgotten password?”
A link to change your password will be sent to your e-mail.
WHY SHOULD I REGISTER MEMBER ACCOUNT?
To enable us to process your order, we need some information about you: shipping addresses, billing address, e-mail address, etc.
The creation of this account will also allow you to benefit fully from services offered by Glamogenic: parcel tracking, creating a list of your own personal favorite products, viewing past orders, etc.
All your account information at Glamogenic will only be used as part of your relationship with Glamogenic. This information can be changed by you at any time by managing your account online.
HOW TO UPDATE MY PERSONAL INFORMATION?
The personal information gathered when you create a secure account with Glamogenic can be changed by you at any time by managing your account online. Simply log into your account and change the necessary details.
HOW CAN I OBTAIN ADVICE ABOUT GLAMOGENIC PRODUCTS?
You can visit the “Products” section, or e-mail Glamogenic at Official@glamogenic.com with your questions.
HOW CAN I BE INFORMED ABOUT GLAMOGENIC NEWS?
By becoming a fan of our Facebook page
, you can keep up with the latest news and enjoy special offers.
CAN I PURCHASE A PRODUCT THAT IS NO LONGER AVAILABLE IN SHOPS?
We know that Glamogenic products are special to you and have been favorite for a long time. As Glamogenic is constantly looking to offer you innovative products, changes must sometimes be made to these cherished products so that they can be replaced with better, more effective formulas.
This means that on occasion, products you love may no longer be available in our stores. As a general rule, these products will also no longer be available for online purchase.
CAN YOU SEND SAMPLES OF YOUR PRODUCTS?
We are sorry, we do not offer samples without placing an order.
HAZARDOUS MATERIALS & SHIPPING RESTRICTIONS
Certain items considered Hazardous Materials include aerosols and alcohol-based products and are required to be shipped by Ground-only transport, due to air transport restrictions and regulations. Thus we regret to inform that these items are not made available to be shipped to East Malaysia.
I HAVE NOT RECEIVED MY ORDER
Most parcels arrive on time. Occasionally though, the tracking may show as “delivered” when you have not received your parcel. If the tracking for your parcel shows as delivered but you haven’t received it, you should:
• Check if someone else at your address has accepted it.
• Check if an attempted delivery notice has been left in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange the collection of the parcel.
• Use the delivery confirmation and tracking number sent by email to contact the carrier.