Information on requesting an order cancellation

<p data-start="119" data-end="227" id="isPasted"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">We move quickly to process and dispatch orders, so there&#x2019;s a short window where cancellations can be made.</span></p><p data-start="119" data-end="227"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">If you&#x2019;ve just placed your order and need to cancel it, we recommend contacting our team as soon as possible at <a data-start="343" data-end="361" rel="noopener">hello@vidaglow.com</a>. Please note our customer service hours <a href="https://ausnz.vidaglow.com/pages/contact" target="_blank" rel="noopener noreferrer"><u><strong>here</strong></u></a><strong><u>.</u></strong>&#xA0;</span></p><p data-start="229" data-end="510"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">While we&#x2019;ll always do our best to assist before your order is processed, this can&#x2019;t be guaranteed.&#xA0;Once an order has been processed by our warehouse or collected by the carrier, we&#x2019;re unfortunately unable to cancel it.</span></p><hr><p data-start="436" data-end="551"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">If you have any questions or need support, our team is here to help. Please note our customer service hours <a href="https://ausnz.vidaglow.com/pages/contact" target="_blank" rel="noopener noreferrer"><u><strong>here</strong></u></a><strong><u>.</u></strong></span></p>

I want to cancel my order

Information on requesting a change to your order

<p data-start="95" data-end="184" id="isPasted"><span style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">If your order hasn&#x2019;t been processed yet, we may be able to assist with updates such as:</span></p><ul data-start="185" data-end="253"><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Changing your delivery address</li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Adjusting items in your order</li></ul><p data-start="255" data-end="434"><span style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">If your parcel has already shipped, you may be able to redirect it via the tracking link provided in your shipping confirmation email. This is managed directly with the carrier.</span></p><hr><p data-start="436" data-end="551"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">If you have any questions or need support, our team is here to help. Please note our customer service hours </span><span style="font-family: Inter; font-size: 12px; color: rgb(0, 168, 133);"><u><a href="https://ausnz.vidaglow.com/pages/contact" target="_blank" rel="noopener noreferrer">here</a>.</u></span></p>

I need to change my order

<p data-start="37" data-end="172" id="isPasted"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">We understand that sometimes mistakes happen. While we&#x2019;re unable to offer direct exchanges, our team will always do their best to help.</span></p><p data-start="174" data-end="302"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">If you&#x2019;ve ordered the wrong product, please contact us at <strong data-start="232" data-end="254"><a data-start="234" data-end="252" rel="noopener">hello@vidaglow.com</a></strong> as soon as possible with the following details:</span></p><ul data-start="304" data-end="454"><li data-section-id="1ltdx4k" data-start="304" data-end="323" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Your order number</li><li data-section-id="9zaeie" data-start="324" data-end="349" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">The product you ordered</li><li data-section-id="kq7zxw" data-start="350" data-end="388" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">The product you intended to purchase</li><li data-section-id="1pimkyi" data-start="389" data-end="454" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Any additional information that may help us review your request</li></ul><p data-start="456" data-end="579"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Once we receive your enquiry, our Customer Care team will assess your order and let you know what options may be available.</span></p><p data-start="581" data-end="689"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Please note that if your order has already been processed or dispatched, we may not be able to make changes.&#xA0;</span></p><p data-start="581" data-end="689"><em><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Where an exchange is approved, return shipping and any associated costs will be the responsibility of the customer.</span></em></p>

I ordered the wrong product

Experienced an unexpected reaction? We're here to help.

<div data-block="true" data-editor="83uno" data-offset-key="88iet-0-0" id="isPasted"><div data-offset-key="88iet-0-0"><span data-offset-key="88iet-0-0"><span data-text="true" style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">We&#x2019;re sorry to hear about your experience, and we appreciate you bringing this to our attention. Your wellbeing is important, so we recommend stopping use of the product for now and speaking with your healthcare practitioner for guidance and support.</span></span></div></div><div data-block="true" data-editor="83uno" data-offset-key="dq2hv-0-0"><div data-offset-key="dq2hv-0-0"><span data-offset-key="dq2hv-0-0"><span data-text="true" style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">To help us look into this further, we&#x2019;d be grateful if you could email a few details for our internal review to <strong><u>hello@vidaglow.com</u></strong></span></span></div></div><div data-block="true" data-editor="83uno" data-offset-key="29tbg-0-0"><div data-offset-key="29tbg-0-0"><span data-offset-key="29tbg-0-0" style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);"><br data-text="true"></span></div></div><div data-block="true" data-editor="83uno" data-offset-key="4de50-0-0"><ul><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);"><div data-offset-key="4de50-0-0" style="line-height: 1;">Place of purchase</div></li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Order number</li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Batch number</li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Expiry date</li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Details of the reaction</li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Date the reaction started</li><li style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Date it resolved (if applicable)</li></ul></div><div data-block="true" data-editor="83uno" data-offset-key="do7t2-0-0"><div data-offset-key="do7t2-0-0"><span data-offset-key="do7t2-0-0"><span data-text="true" style="font-size: 12px; font-family: Inter; color: rgb(0, 0, 0);">Once we have this information, we can investigate more closely.</span></span></div></div>

How do I report an adverse reaction?

Learn how to report a quality concern and what information our team will need.

<div data-block="true" data-editor="4l8eg" data-offset-key="8nvkn-0-0" id="isPasted"><p data-start="60" data-end="209"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">We&apos;re sorry to hear there&apos;s an issue with your product. Quality and safety are incredibly important to us, and we&apos;d like to investigate this further to resolve this for you.</span></p><p data-start="211" data-end="316"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">To help our team review your concern, please email <strong data-start="262" data-end="284"><a data-start="264" data-end="282" rel="noopener">hello@vidaglow.com</a></strong> with the following information:</span></p><ul data-start="318" data-end="535"><li data-section-id="1wdjygh" data-start="318" data-end="337" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Place of purchase</li><li data-section-id="1resbo4" data-start="338" data-end="385" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Order number (if purchased from vidaglow.com)</li><li data-section-id="rm8unm" data-start="386" data-end="435" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Batch number (found on the sachet or packaging)</li><li data-section-id="1ae76pf" data-start="436" data-end="449" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Expiry date (found on the sachet or packaging)</li><li data-section-id="17lrfr0" data-start="450" data-end="484" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">A brief description of the issue</li><li data-section-id="14z1hom" data-start="485" data-end="535" style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Photos of the product and packaging, if possible</li></ul><p data-start="537" data-end="647"><span style="font-family: Inter; font-size: 12px; color: rgb(0, 0, 0);">Once we receive these details, our Quality Team will assess the matter and work with you to find a resolution.</span></p></div>

I have a quality concern about my product

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