Help Center — TianGlow
Find answers, start a return, or reach our support team.
Quick Links
Orders & Payment
When will my order ship?
Orders ship within 1–3 business days (Mon–Fri, HKT), unless otherwise noted for pre-orders/backorders.
Can I change or cancel my order?
Contact us as soon as possible. If the order has shipped, changes/cancellation are not guaranteed.
What payment methods do you accept?
We accept major cards and other region-specific methods shown at checkout. Taxes and the final total are shown before payment.
Shipping & Delivery
Where do you ship and how long does it take?
See Shipping Policy for supported regions and typical ETA: Standard 7–14 / Expedited 5–10 business days.
How do I track my parcel?
A tracking number is emailed after dispatch. Multi-parcel orders receive multiple numbers.
It says “Delivered” but I didn’t receive it.
Check with household/neighbors/property and local pickup points. Contact us within 7 days so we can start a carrier trace.
Returns & Refunds
What is your return window?
30 days from delivery. See the Refund & Return Policy.
How do I start a return?
Go to Returns — Start a Return (RMA) and follow the steps. Please do not ship without an RMA.
Who pays for return shipping?
Buyer pays for change-of-mind/fit; TianGlow covers shipping for defective, damaged, or wrong items.
Products & Authenticity
Are your products genuine?
Yes. See Authenticity & Sourcing for sourcing standards, batch/lot checks, and how to verify.
Do you make medical claims?
No. Our products are cosmetics/personal care items; always follow labels and conduct a patch test.
Privacy
How do you use my data?
See our Privacy Policy.
How do I opt out of personalized ads?
Use Your privacy choices or the cookie banner settings.
Contact
Email: info@tianglow.com
Phone/WhatsApp: +852 4414 1534 (Mon–Fri, 09:00–17:00 HKT)