FAQ

Order & Payment

What payment methods do you accept?
We accept all common payment methods including credit cards, debit cards, Shop Pay, Apple Pay, and Google Pay. All payments are securely processed through Shopify Payments.

Is it safe to shop with you?
Yes, absolutely! All payment information is encrypted and handled securely. We never store your card details.

Will I receive an order confirmation?
Yes, you will receive an order confirmation via email immediately after your order is completed. You will also receive a notification when your order has been shipped with tracking information.

Shipping & Delivery

What is the delivery time?
Delivery time varies depending on the product and supplier. Our ambition is to deliver as quickly as possible, and we continuously work to shorten delivery times. Check the product description for specific delivery information for each product. Our products are shipped directly from our suppliers in Europe to ensure the best quality and freshness.

Which countries do you deliver to?
We deliver to Sweden and 27 other European countries including all EU countries as well as Norway, Switzerland, and the United Kingdom.

How much does shipping cost?
🚚 Free shipping on all orders! We offer free shipping to all our customers, regardless of order amount or destination within our delivery areas.

Can I track my order?
Yes! When your order has been shipped, you will receive an email with tracking information so you can follow your delivery.

Returns & Refunds

How do I return a product?
First, check the product description for the supplier's return policy. Many of our products have their own return policy directly with the supplier. If you encounter problems or need help with the return process, contact us at info@ecoglowessence.se within 30 days from the delivery date and we will help you further.

What is the return period?
You have 30 days from the delivery date to contact us regarding a return. The product must be unused, unopened, and in its original packaging.

Who pays for return shipping?
Return shipping is normally paid by the customer. In case of incorrect or damaged products, we cover the return shipping.

What happens if I receive a damaged or incorrect product?
Contact us immediately at info@ecoglowessence.se with clear photos of the damage or error. We work directly with our suppliers to resolve the issue. Depending on the situation, we will send a new product or refund the amount. Please note that processing time may be 5-10 business days as we need to communicate with the supplier.

When will I receive my refund?
Refunds are processed within 14 days after we have approved the return and received confirmation from the supplier. In some cases, it may take up to 21 business days depending on the supplier's processing time.

What happens if the supplier doesn't take responsibility?
As a customer, you always have us as the responsible party according to Swedish consumer law. If the supplier doesn't take responsibility, we will do our utmost to resolve the situation, but we ask for your understanding that the process may take time.

Products

Are all products organic and natural?
We strive to offer organic and natural beauty products. All our products are carefully selected from suppliers who meet high quality and sustainability standards. Always check the product description for specific information about each product.

Are the products tested on animals?
We strive to only offer cruelty-free products. Check the product description for information about the specific product.

Where do the products come from?
Our products come from selected suppliers in Europe who share our passion for organic and sustainable beauty products. Products are shipped directly from the supplier to you.

Can I see the ingredient list?
Yes, all products have detailed information about content and ingredients on the product page. If information is missing, contact us and we will help you.

Customer Service

How do I contact you?
You can reach us by email: info@ecoglowessence.se

How quickly do you respond?
We strive to respond to all inquiries within 24-48 hours on weekdays. For complaints that require contact with the supplier, processing time may be longer.

Can I change or cancel my order?
Contact us as soon as possible at info@ecoglowessence.se. If the order has not yet been shipped from the supplier, we can try to make changes, but we cannot guarantee this as products are shipped directly from our suppliers.