FAQs

If there are any questions concerning what our products contain feel free to contact us before purchase!

NaturallyIndy Urban Glow Cosmetics, LLC. products have not been evaluated by the Food & Drug Administration. Test each product on small portion of skin before usage. 

What are your Business Hours?

*Order Processing and Shipping*

Tuesday - Thursday 

How do I place an order?

You can visit our website at www.urbanglowcosmetic.org via the link in our Instagram, Twitter, and Facebook bios. Once you are onto the website you can browse the different products we offer and add them to your cart. Once your are done shopping, you will head over to checkout, plug in your mailing and payment information and that's it! The glow will be on its way to you shortly. Sign up with our Newsletter to receive exclusive deals and information about products. 

We do NOT accept Social Media "DM" orders for any skincare products under UGC. 

How Long is the Shelf Life of Products?

Most products that contain water have a shelf life of 4-6 weeks depending on your location's climate and/or storage space. We suggest to store in a dark, cool place to increase longevity as our products do not contain preservatives. Keep sealed tightly and refrigerate if you do not have a cool, dark dry place to keep the. If the product has a rancid smell or any bacterial growths, it’s best to throw away and not take any chances! 

Most oil or butter based products have a shelf life of 6-12 months. These do not hold water inside of them, that will interfere with the formulated use of the product and shorten shelf life. Keep oil based products away from direct heat and sunlight.

All shelf life information for products are listed in product descriptions, if you are still unsure please contact us via email before purchasing.

How do I store the Face Masks?

Keep in coolest area of the room or REFRIGERATE

How often do I apply the Face Masks?

The suggested amount of masking is up to 3x a week. Our masks are generally very gentle and all contain moisturizing qualities, however everyone's face and skin is DIFFERENT, thus producing different affects when masking.

Do the face masks or any UGC products treat or cure any skincare diseases or diagnosis?

NO. None of Urban Glow Cosmetics skincare claim to treat or cure any diseases. Our products are not formulated by a licensed chemist, esthetician, or dermatologist. Our formulator is self taught and her formulations are all based on research and information. 

"Your product made me break out. Why didn't this product work for me?"

Urban Glow Cosmetics is NOT responsible for break outs. We ask that you carefully read ALL ingredients related to the product you are interested in purchasing PRIOR to placing your order. Many of our products contain nut oils and other allergy triggers. If you have any questions we have a LIVE Chat feature in our store where you can speak with a representative before placing an order. 

| NOT EVERY PRODUCTS WORKS FOR EVERYONE. ALL SKIN IS DIFFERENT. JUST BECAUSE YOU HAVE A BAD REACTION TO A PRODUCT, IT DOES NOT LESSEN THE EFFICIENCY OR QUALITY OF THE PRODUCT. |

If in fact you do experience a breakout, feel free to email our customer service team at info@urbanglowcosmetics.org as we can try to help and suggest ways to address your issue. If your breakout is severe we will always point you in the direction of your doctor and/or dermatologist as we do not claim to be a healthcare professional. 

We do NOT process refunds or exchanges due to any breakouts. We only accept refunds on a case by case basis if we, Urban Glow Cosmetics are at fault. 

What are the Returns, Exchanges and Refund Policies?

Please see "Policies" page for full descriptions.

Unfortunately we do not accept exchanges or returns. We will however offer store credit on conditional basis for the purchase. We offer refunds on a conditional basis and only if the product misbehaves due to a lack of oversight on our part-or damage of the product during creation. If you are unhappy with your product, please reach out! We’ll do our best to accommodate! 

Do you allow Order Cancellation?

Unfortunately, once an order is placed there is no way to cancel.

What are the Damaged Product Policies?

If product is damaged, open or broken. Please notify us immediately so that we can instruct on corrections, as much as we would like to-we cannot control all conditions, but we are determined to make your experience a positive one here at Urban!

 Be aware that our products DO contain ingredients that may or may not need refrigeration, please see description for product when purchasing. However, we have done everything we can to prevent any mishaps.

What is the Shipping Policy?

Once a product order is placed you will receive an immediate confirmation email. Tracking information will be automatically updated if you have chose the shipping option that includes tracking. Please allow 24-72 hours for your order to be fully processed. Once processed please allow 4-7 business days for an order to be shipped as it is being FRESHLY made by ONE person with love and quality! We ship all of our packages with USPS and we try to adhere by the shipping time and schedule you select at checkout. Please be mindful to calculate your shipping days according to the UGC shipping schedule. For example, "2- Day Shipping" does NOT include the processing time of UGC. Keep that in mind. 

All of our products are created using the small batch process, please be patient with us. We always make announcements when there are delays on our social media accounts!

Keep in mind all federal and personal holidays will affect shipping. This also included huge store sales, however emails will be sent out with specific information at that time.

We do not ship internationally.

What is the policy for Missing/Lost Packages?

Once a package is identified as delivered it usually means it was dropped at the correct location. If the package says ‘delivered’ but you have not received it, please file a claim with USPS.

 If your item has been deemed missing or lost but says ‘delivered’ we encourage you to file a claim. Please allow 14 business days for a claim to be founded or unfounded. 

We are NOT responsible for packages deemed undeliverable, etc. If a package is returned to us, it will not be shipped out again for an additional 2-3 business days and at the buyers expense. 

We will contact you if this occurs and send an invoice for the reshipping fee.

 

Again, for any questions or concerns Contact Us:

Email info@urbanglowcosmetics.org