FAQ

For payment, we accept all major credit and debit cards. To ensure your purchase can be done quickly and safe at Glow Lab Malaysia, we offer Stripe as our main payment method in our cart. Stripe is the leading payment gateway with over 1m+ global businesses have chosen as their preferred online payment platform.

We offer free delivery service for orders above RM100.00 (within West Malaysia only).

*For orders within East Malaysia, free delivery only applies on orders above RM200.00

We do not ship internationally at the moment. However, if you wish to purchase them, you are welcome to drop us an email so that our team will assess it case by case basis.

We will pack your order upon receiving it within 2 working days. Your parcel will then be shipped out immediately after packing. Depending on your location and courier service agreement, your parcel shall be delivered to you within 3 to 5 working days.

Covid-19 delays:

There are currently delays at the moment due to Covid-19. The average delivery time is between 5-10 days. Please allow up to 2 weeks for delivery at this time. We will always try to deliver it earlier where possible.

Should there be any delay on your order, please contact us on our Facebook page for the quickest response or contact our customer service via e-mail to hello@glowlab.com.my to enquire about the order status.

Upon receiving the products, you have 7 days to trial the product. If you are not happy for any reason, we will refund you in full, no questions asked. In order to qualify for the full refund, you must do the following:

1. Contact us to request for the refund within 3 days after the 7th day trial period.

2. Please allow us up to 5 days to approve the refund request.

3. Products need to be returned to us at your cost within 5 working days upon approval to the following address:

Nutrigo SDN BHD

195-G, Jalan Genting Kelang, 53300 Kuala Lumpur.

Please include packing slip that came together with the order as proof of purchase. This is only eligible via online purchase on our website and does not apply to other websites, in-store purchases from any retailer or stockists.

Should there be any discrepancy of product(s) delivered on your order, you may contact our customer service via e-mail to hello@glowlab.com.my to report on the products upon 3 days of receiving the goods.

Please allow up to 5 working days for your inquiry to be processes. Return/Refund of products can be arranged under the following reasons:

1. If the products delivered is in damaged or defective condition: or If the product is expired:

2. If the product is different from the Order delivered. Products for return or refund shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.

We can only change orders that have not been processed for shipping yet. Once your order is under the status “completed” then we cannot accept any edits to your order. To make changes to your order, please reach out to hello@glowlab.com.my

Should there be any further questions, please contact us on our Facebook page for the quickest response or contact our customer service via e-mail to hello@glowlab.com.my

Our formulations have all been dermatologically tested and are non or low-irritant which means they are good for even you sensitive wee things.

If you have sensitive skin and would like to try some of these products before you commit to the full size, check out our Mini Pack which contains 5 of our top selling products (Facial Moisturiser, Night Cream, Crème Cleanser, Facial Serum and Body Lotion).

The full Glow Lab skincare range is great for blemish prone skin because our formulations are natural and we don't use any nasties that block pores or cause the skin to dry out. 

The best thing for acne prone skin is keeping skin clean and hydrated. We recommend using the Gel Cleanser, followed by Facial Serum and Facial Moisturiser AM and PM. 

Even with natural products, some people can be sensitive to a certain plant botanical in a formulation, just like some people are allergic to certain foods. We recommend you do a patch test first, particularly if you have sensitive skin. Just place a small amount of the product on the inside of your arm, pop a band-aid over it and leave it for 24 hours before using it for the first time.

If you do experience a reaction when using a product, remove the product immediately, contact us and please don’t use the product again.

If you’ve reacted to an ingredient in the past, do check our list of ingredients on the pack or box before buying, to make sure they don’t contain anything you already know won’t work for you.

The pH of the Gel Cleanser and Crème Cleanser are between 5.0-5.5 which is the optimal pH of skin.

Glow Lab Micellar Water is higher at pH 7.0-7.3 as this is the pH of eyes, and this product has been formulated to be used for eye makeup removal too.

Our natural, pH balanced formulations have lower lather rates because we don’t use the synthetic products in our formulations like sulphates, which are often used to create a high lather. We avoid these because, over time, they can cause irritation and long-term damage to your skin and hair. So rest assured, you’re cleansing without the nasties!

These products are packaged in a premium, airless pump which doesn't contain a tube (clever huh- and less plastic too!) so don't stress! its totally normal that there isn't a tube. As an airless tube it creates a vacuum which gets the product flowing so it may require a few extra pumps than you'd expect to get the air out. 

If you are having trouble you may need to prime the pump by unscrewing the lid from the product, and then screwing it back on again. Now pump the bottle 20-25 times (yes this is quite a lot!) and the product should start to dispense correctly.

As self proclaimed animal lovers, we are a proudly cruelty-free brand. None of our products are tested on animals and we use only ethically sourced, cruelty-free ingredients throughout the Glow Lab range.

There are no nasties in our products, so you can be rest assured they are all free from parabens, phthalates, silicones, synthetic dyes, Cocamide DEA or mineral oils (phew!). Our haircare is free from sulphates including SLS and SLES and even our Hair Serum is silicone-free!

The wonderful scents you smell across our range are made up of essential oil blends. Yep. they are good huh?

The wonderful scents you smell across our range are made up of essential oil blends. Yep. they are good huh?

We never use plastic micro-beads in our products, so we’re aligned with New Zealand’s micro-bead free policy.

Our Brightening Exfoliator uses rosehip seeds to lightly buff the skin (clever huh?) 

Glow Lab’s skincare and bodycare ranges are all vegan, as well as some of our haircare range. Look for the vegan icon on our website. 

We are a cruelty-free brand which is why the keratin we use in our products does not cause harm to animals. Instead, we use a keratin created through clever science, exclusively manufactured in New Zealand.

This locally developed technology uses a unique process to extract keratin from sheep wool. During the yearly shearing of sheep – which is an essential part of good animal husbandry to avoid fly strike and keep sheep healthy – the wool is collected and used for the extraction process.

We do not use keratin created from animal by-products such as hooves from dead animals or ‘slipe’ wool from dead sheep. So, while the keratin in our products is not plant-based, it is not derived directly from an animal product.

ere we absolutely need to use palm oil-derived ingredients, we only source from reputable suppliers. The alternative is to move to petroleum-based ingredients which is not in keeping with our philosophy of using only plant-derived and natural ingredients.

Our palm oil is obtained from RSPO (Roundtable on Sustainable Palm Oil) certified suppliers and manufacturers. The RSPO is leading the charge in driving real change in sustainable palm oil production and we work with them to ensure we're sourcing as responsibly as possible. More information about the RSPO can be found at https://rspo.org/about/sustainable-palm-oil