FAQs

• Where is my order?

​Please allow up to 3 days processing time for all orders. As soon as your order has been dispatched you will be notified.

 

• How can I get in contact with your customer service team?

You may contact customer service via email at ponbreskincareltd@gmail.com. If you need us urgently you can DM us on Instagram @_naturalglo.

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• I emailed your customer service team. When should I expect a response?

Please, allow us 24 - 48 hours to receive a response.

 

• Do you offer refunds?

Yes, we do offer refunds but only before the shipping process.

 

• Do you accept returns?

 For hygiene reasons, we cannot accept any returns. Especially if the product has been opened or used. This will be not applied if we have made a mistake with the order and this will be rectified immediately.

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• How can I find out about product restocks?​

To be informed please subscribe to our website for updates on our products and you will receive notification by email. Also, follow our Instagram @_naturalglo for updates.

 

• I forgot to use my discount code while checking out. Can I apply it after my purchase? 

Orders that have already been placed cannot be changed and discounts cannot be added after a purchase has finalized. Instead, please use your code on your next purchase! We will send a £5 discount code after your first purchase. If not we can cancel your order and refund, so you can reorder with the code.

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• My package says delivered but I didn't receive it. 

​We have shipped your order. Once your item is with the carrier it is out of our control please contact the carrier for any updates or information regarding your delivery.

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• Do you offer classes?

At the moment, we do not offer classes however we have received messages from people expressing interest in classes. If we receive enough messages then this may be a possibility.