Welcome to our Help Page.
We all have questions and, whilst we can’t provide answers regarding the secret to mortality and whether or not aliens help build the Pyramids, we can give you answers on the most frequently asked questions concerning PaintGlow™ Products and its services.
How do I make a purchase?
Shopping at PaintGlow (SA) is very simple. We've designed our website to work on all devices, whether you are surfing on your mobile/cell phone, tablet or using your desktop or laptop computer. You can browse by our Make-Up types using the navigation links, search for a product in the search box or simply click on one of our Homepage adverts. Once you have found an item, select the colour and then click on ‘Add to Cart’. This will automatically bring up your shopping cart where you can either check out, change quantities or continue shopping for more items.
Do I need an account to place an order?
Not at all. You can check out as a guest but we recommend you create an account so you easily track your order, review past orders, save address details, and manage email preferences.
Can I pay with Paypal?
Yes you can. We recognise PayPal as a frequently used method of payment and to make things easier for our customers we offer this option at Checkout.
What do I do if my purchase is faulty?
PaintGlow™ Products are trouble free and there's really not much that can go wrong with them. In the unlikely event that you encounter a product fault however, please refer to the Returns Page and follow the instructions there.
I ordered a UV Paint Stick and I received a UV Paint Liner.
In the unlikely event that the product you ordered was out of stock, we will send a suitable alternative of the same value. If you are not happy with the alternative product then please refer the the Returns Page.
Do you offer discounts?
Yes, we offer a sliding scale of bulk discounts, If you are a reseller and interested in becoming a trade customer, please go to our Trade Account page.
How do I track my order?
You can track the current status of your order using our Order Tracking tool. Simply Login in to your account and you can track the order status.
How much do you charge for delivery?
Delivery prices vary and are worked out by real time courier rates. These rates can vary for the service, location and Courier Company.
Do you deliver outside South Africa?
No, unfortunately not.
Can you deliver to an address that is different to my billing address?
Yes. When you get to the checkout you are able to input a different delivery address.
How do you deliver?
When will you debit my account?
Your account will be debited when you place your order
Can I get a VAT invoice for my order?
Yes. You will receive an email when the order is dispatched which will include a VAT invoice. Please check you spam and junk mail if you do not receive this.
How long will it take to receive a refund from returned products?
We aim to process all returns within 1-2 weeks. Once your return has been processed we will issue the refund if applicable. Depending on your bank, the refund could take up to 10 days to show in your account.
How do you ensure the security of my details?
All sensitive information such as credit card details, name and address is encrypted. This means that information passed between your computer and our website cannot be read even in the event it is intercepted by someone else.
How do I return an item or order if I change my mind?
Please visit our Returns & Refunds page where we have an easy step-by-step guide to return your order
How long does it take to get a refund?
Once we have received your returned items, it can take up to 72 hours to process your return. When your return has been received, we will email a confirmation that we have your return item(s) and will process your refund
Once we have processed your refund, it can take between 5 - 7 workings days for the money to arrive back in your account.
You can track the current status of your return and refund by login into your account and checking the status.
What do I do If my order arrives damaged or is faulty?
In the unlikely event that your order arrives damaged or is faulty, please drop us an email via Contact Us page remembering to include your order number, a description and photo of the problem.
What are customer reviews?
We take customer service very seriously. Having experienced our cosmetics first hand, you are the experts, so to ensure that we provide only the best products and maintain excellent customer services, we ask all of our customers for feedback on the products they purchased as well as their shopping and delivery experience. We use this information to improve our product ranges and ensure we are providing the best shopping experience available.
How do I write a review?
Writing a review is a great way to share your knowledge. Customers love to hear about real life experiences and opinions as they really help in the decision making process. Your feedback will help to give a more all-round, unbiased view of the product and how it functions, a view that cannot be gained by simply viewing the product online.
Is it safe for children?
Our products have been rigorously tested by independent laboratories and all makeup products are Cosmetically Certified. However, as some of our products have small caps it is recommended you keep them away from small children due to choking hazard
Will it stain my clothes?
It may. As there are so many fabrics available it is impossible for us to have tested on every type. Test on a small area first.
How do PaintGlow™ UV Products work?
Our UV Products contain special pigments that react to Ultraviolet Black Light. These pigments respond to the ultraviolet segment of the electromagnetic spectrum making them glow intensely even in complete darkness as long as a Black Light is present.
How do PaintGlow™ Glow in the Dark Products work?
Our Glow in the Dark range includes Phosphors which are a synthetic phosphorescent substance that radiates visible light after being energised. This means you have to expose the items to light for a while before they will glow in the dark. Phosphors then slowly release their stored energy over time. As they release the energy, they emit small amounts of light, which we see as an object glowing.
Why doesn’t it seem to glow?
It's a common misconception that Glow in the Dark products readily glow straight out of the packaging or tube. The level of glow will depend on how long it has been exposed to light and how thickly it has been applied to skin. We recommend charging under artificial light for best results. The Glow is a soft subtle glow, rather than an intense bright glow. This is due to the laws concerning these types of products and we have strict safety limits of how much of the phosphor ingredient we can use.
Why are my Glow in the Dark Products also UV Reactive?
Because the light reactive elements needed to make our Glow in the Dark Products 'glow' are very similar to our UV Reactive Range you get the added bonus of them being UV Reactive too!
I don't like the colour!
For Health and Hygiene reasons we are unable to take back unwanted cosmetics.
The Neon Red is very Orangey!
Theres a reason behind this. The lighter the colour, the more UV Reactive it is. Taking this into account, we didn't want a dull Red - we wanted a vibrant, bright Red colour that looks amazing and really reacts to UV Light.
Can you eat our products?
We don't recommend you eat any of our products. They are not edible and are not classed as a food product.
Are PaintGlow™ products tested on animals?
In a word - No.
Are they vegan friendly?
No. Although we try to cater for the majority of groups, our Products are not 100% Vegan Friendly at this time.
Where are the products made?
They are manufactured in the UK - a fact we are very proud of.