Frequently Asked Questions

Welcome to Shima Glow! Here are answers to some of our most frequently asked questions. If you can't find what you're looking for, please contact our support team at support@shimaglow.com.

About Shima Glow

What is Shima Glow?

Shima Glow is an Australian-based K-beauty store offering a carefully curated selection of Korean skincare and beauty products to customers across Australia.

We focus on bringing the latest and most-loved K-beauty products to Australian beauty lovers in one convenient place.

Are your products authentic?

Yes. We are committed to offering genuine Korean beauty products. We carefully select the brands and products available through Shima Glow to ensure our customers can shop with confidence.

Where is Shima Glow based?

Shima Glow is an Australian-based brand.

Our business address is:

Level 35, Tower 1
100 Barangaroo Avenue
Barangaroo, NSW, Australia

Orders

How can I place an order?

Simply browse our website, select the products you'd like to purchase, add them to your cart, and proceed to checkout.

Once your order has been successfully placed, you will receive an order confirmation by email.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at support@shimaglow.com.

We will do our best to accommodate your request, but once an order has been processed or dispatched, changes or cancellations may no longer be possible.

How will I know if my order has been shipped?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

I haven't received my order confirmation. What should I do?

Please check your spam, junk, or promotions folder first.

If you still cannot find your confirmation email, contact us at support@shimaglow.com with the email address you used when placing your order.

Shipping & Delivery

Do you ship across Australia?

Yes. We ship to customers across Australia.

How long does delivery take?

Delivery times can vary depending on your location and the shipping service used.

Estimated delivery times will be provided during checkout or in your shipping confirmation.

Please note that delivery times are estimates and may occasionally be affected by circumstances outside our control, including carrier delays, public holidays, or unforeseen disruptions.

Will I receive tracking information?

Yes. Once your order has been dispatched and tracking is available, we will send your tracking details to the email address provided at checkout.

My tracking hasn't updated. What should I do?

Tracking information can sometimes take time to update after an order has been dispatched.

If your tracking hasn't updated for an extended period, please contact us at support@shimaglow.com and include your order number so our team can assist you.

What happens if my parcel is delayed?

While we work hard to ensure orders are delivered as quickly as possible, shipping delays can occasionally occur.

If your order appears to be significantly delayed, please contact our support team with your order number and we will look into it for you.

Products

How do I know which product is right for me?

Every skincare routine is different. We recommend reviewing the product description, ingredients, and usage instructions before purchasing.

If you're unsure which product may be suitable for your routine, feel free to contact us and our team will be happy to help.

How should I use my Korean skincare products?

Each product has its own recommended usage instructions. We recommend following the instructions provided on the product packaging and product page.

If you're using a new skincare product, introducing products gradually can help you understand how your skin responds.

Are Korean skincare products suitable for all skin types?

Korean skincare products are available for a wide range of skin types and concerns. However, everyone's skin is different.

Always review the product ingredients and instructions and consider whether they are suitable for your individual needs.

Returns & Refunds

Can I return my order?

Our returns policy depends on the reason for the return and the condition of the product.

For complete information about eligible returns, please refer to our Returns & Refunds Policy.

What if I receive a damaged or incorrect product?

We're sorry if something isn't right with your order.

Please contact us at support@shimaglow.com as soon as possible and provide your order number along with clear photos of the product and packaging.

Our team will review the issue and work with you to find an appropriate solution.

Can I return a product that I have opened or used?

For hygiene and safety reasons, opened or used skincare and beauty products may not be eligible for return unless the product is faulty, damaged, or incorrect.

Please refer to our Returns & Refunds Policy for full details.

Payments

What payment methods do you accept?

Available payment methods will be displayed during checkout.

Is my payment information secure?

Yes. Payments are processed through secure payment systems available through our Shopify checkout. Shima Glow does not have access to your complete payment card details.

Customer Support

How can I contact Shima Glow?

You can contact our customer support team at:

Email: support@shimaglow.com
Phone: +61 466 607 216

Our support team aims to respond to enquiries within 1–2 business days.

What information should I include when contacting customer support?

For order-related enquiries, please include your order number and the email address used to place your order.

Providing these details helps us locate your order and assist you more quickly.

Still Have Questions?

Can't find the answer you're looking for?

We're here to help.

Email us at support@shimaglow.com and our customer support team will be happy to assist you.

Shima Glow  Authentic K-Beauty, Curated for Australia.