Some orders are experiencing slight delays due to COVID-19. Click here to learn more.

FAQs

How do I contact you?

You can contact us anytime directly via our contact form or simply email us at hello@ellaglow.com. Our customer service is available 24/7/365, and will get back to you within 24-48 hours.

When will I get my order?

Depending on your location and the volume of orders received for a particular product, shipping times will vary between 1 and 4 weeks.

IMPORTANT NOTICE: COVID-19 has added significant delays to international orders. For more information, click here.

How do I check the status of my order?

Once you've placed an order you will receive an email with your order confirmation, order number and tracking information. It is important that you use an email that you have access to so that you safely receive your order details. You can also use our Track My Order page to follow where your order is at all times. Please allow for 2-3 business days for your tracking information to update on the courier's tracking site.

What if I didn't receive my Tracking Information?

If you didn't receive your tracking information, then it is likely that either (1) your email address was typed wrongly, or (2) our email ended up in the Spam folder.

Please check your Spam folder first and look for emails from "ellaglow". You can use the Search bar or function to find it more easily - this is often found at the top of your email dashboard.

If you can't find our email there, please contact us at hello@ellaglow.com with your Order Number or the full name and full address you used for the order. Our Customer Support team will get back to you with your details within 24-48 hours.

Do you ship internationally?

Yes! We ship internationally to most countries. To know for certain if we deliver to your specific country, simply add your order to cart, proceed to checkout and write your address details. Once your address is detected, you will be given different shipping options. If you are offered any shipping option, that means we deliver to you!

Why have I only received 1 product when I ordered more?

If you have ordered multiple different items, they may be sent separately. If this happens, we will send you separate shipping confirmation emails for each item sent separately or group of items sent together, with their corresponding tracking information. Please keep in mind that these items may have been shipped from different countries, and will be delivered at different times.

If you haven't received shipping confirmation for all of your items, or if all of your items have been marked as delivered but you are still missing some, please contact us at hello@ellaglow.com or reach us through our contact page and we'll make it right in no time!

How does the ellaglow Perfect Brows Trimmer Pen work?

The ellaglow is an Eyebrow Trimmer. Under the tip there are two little blades attached to a centerpiece that, when turned on, spins rapidly.

This neatly trims any hair as soon this is captured by the small holes on the sides of the tip, and prevents the skin from being damaged.

It will not pluck the hair, nor will it burn it, so it doesn’t effectively slow down hair growth like these other methods do.

However, it also won’t burn your skin, cost you a small fortune, or hurt like h*#$ every time you use it.

The ellaglow is a quick and convenient way to touch-up your brows in just seconds, anywhere, anytime, without the pain or redness of conventional methods.

If this is a trimmer, will it make my hair grow faster/thicker?

This is a common misconception that we get asked a lot. The short answer is NO - shaving or trimming your hair will not make your hair grow faster or thicker.

What really happens is that when you shave your hair, the base of it is always thicker than the tip, so when the hair starts growing back, it looks like it’s growing thicker in the beginning.

However, as the hair grows, the tip slowly degrades and becomes thinner, eventually leaving it exactly as it was to begin with.

You can read an article about this here: https://www.businessinsider.com.au/does-shaving-cause-hair-grow-thicker-faster-2017-9?r=US&IR=T

Does it need batteries?

Yes, the ellaglow works with a single AAA battery.

Does it include the battery?

No, the ellaglow does not include a battery.

But my box says that batteries are included. What’s going on?

Unfortunately, shipping batteries internationally is very strictly regulated.

Because of this, we noticed that many of our customer’s orders were being stopped at Customs, where they were delayed sometimes for weeks.

In order to make sure that our customers received their ellaglow ASAP, we made the on-the-spot decision to remove batteries from the orders.

This change was immediately reflected in the ellaglow’s price, and even if your box says that batteries are included, you did not pay for batteries.

However, designing and printing new boxes takes time (5 days). Given the raise in demand we were experiencing at the time, we decided to keep dispatching our orders as usual in the old packaging without the battery.

If your order came with the old box but it did not come with a battery, you did not pay for it.

How long does it work for?

This depends entirely on the AAA battery you are using.

What guarantees do I have?

Every ellaglow product comes with a 30-Day Satisfaction Guarantee. You can read more here: https://www.ellaglow.com/pages/love-it-or-leave-it

Furthermore, all items have a 1 Year Manufacturer Warranty, which ensures you will receive either a replacement (subject to availability) or a refund if your item proves to be faulty within the first year of receiving it.

What should I do if I place an order but I don’t receive any order information within 48 hours?

If this happens, it is highly likely that either (1) you entered the wrong email address, or (2) our email ended up in the Spam folder by mistake.

Please check your Spam folder first. If our email isn’t there, send us an email at hello@ellaglow.com including the full name and email address you used to placed the order, and our Customer Support Team will send you the details in no time!

My shipping information hasn’t shown any updates in a few days. Is everything OK?

Yes! Everything is fine. It is rather normal for international orders to show 3 or 4 updates in a short period of time, and then show no updates for a few days.

This simply means that your parcel is being transported internationally, which may involve its shipping through several different shipping facilities without updates.

Once the parcel has arrived at the country of destination, a new update will appear. Once this happens, updates become regular again and orders arrive to our customers in just a few days.

My shipping information says that Royal Mail is shipping the order, but I can’t find the order in the Royal Mail’s website! What’s going on?

Nothing to worry about! Once orders are dispatched from our warehouse, a shipping label with a unique number is sent to Royal Mail. However, Royal Mail doesn’t update this number in their system until the parcel is in their hands.

Once your order arrives in the UK or Ireland and Royal Mail receives it, this information is updated in their system and you can then track it through them.

However, keep in mind the tracking URL we provide you with will show every stage of the shipping, including that of Royal Mail. Unless you really like their website, there is virtually no need to track your order through any other link.