Version: September 2025
This Shipping & Returns Policy (“Policy”) is issued by ToGlow (hereinafter referred to as “ToGlow”, “we”, “our” or “us”).

A. Orders

1. Eligibility
   You (hereinafter referred to as “you” or “User”) must be at least 18 years of age to place an order on our official platform. By continuing with your purchase, you confirm that you meet the age requirement or have obtained parental or guardian consent.
2. Order Processing
   Orders placed on business days (Monday to Friday, excluding public holidays) before 12:00 PM (GMT+8) will be processed on the same day. Orders received after that time or during weekends/public holidays will be processed on the next business day.
3. Order Confirmation
   Once your payment is authorized and the order is accepted, you will receive a confirmation email with your order details. If you do not receive this email within 3 business days, please check your spam folder or contact us at contact@toglowbeauty.com.
4. Online Promotions
   Promotions featured on the ToGlow website are valid for online purchases only. Gifts, discounts, and offers may differ from in-store promotions.

B. Shipping & Delivery

1. Delivery Regions
   We currently deliver within Malaysia only. International shipping is not available at this time. We do not ship to P.O. Box addresses.
2. Courier Partners
   We partner with Easy Parcel for East and West Malaysia. We reserve the right to change courier partners without prior notice.
3. Delivery Timeframes

• West Malaysia: Estimated Delivery Time: 1–3 working days.
• East Malaysia: Estimated Delivery Time: 10–14 working days

Please note that deliveries may take longer during peak periods or due to unforeseen courier delays.

1. Delivery Fees

• West Malaysia: RM 7
• East Malaysia: RM30
• Free shipping (only eligible for West Malaysia)

For orders over RM150

1. Delivery Hours

• Courier: Easy Parcel
• Days: Mon–Sat (excl. PH)
• Hours: 9:00 AM – 10:00 PM

1. Delivery Attempts
   If delivery fails at your provided address, a second attempt will be made. Please ensure all contact details and delivery information are accurate to avoid delays.

C. Proof of Delivery

Our courier partners may request a signature from the recipient upon delivery. If unavailable, a signature may be obtained from a reception desk or authorized person at the delivery address.

D. Order Issues & Support

1. Damaged Items
   If your order arrives damaged, contact our team at contact@toglowbeauty.com within 2 days of delivery. Please include your order number and photos of the damaged item(s). Refund or replacement eligibility is subject to review.
2. Missing Items
   For any missing items, notify us at contact@toglowbeauty.com within 2 days of receiving your order. We’ll investigate and resolve the issue as quickly as possible.
3. Delivery Delays
   ToGlow is not liable for delays caused by courier partners or factors beyond our control, including incorrect address information provided by the customer.

E. Out-of-Stock Items

While we do our best to ensure stock accuracy, some items may be unavailable at the time of fulfillment. If this occurs, we’ll contact you within 2–3 business days with available options. ToGlow does not accept backorders.