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TEST AND QUALITY
Do YouGlam products contain nickel or other heavy metals?
Heavy metals (nickel, lead, mercury, arsenic, cobalt, chromium) are substances whose voluntary inclusion in cosmetic products is prohibited by Regulation (EC) 1223/2009 of 2009. However, as they are ubiquitous and widely diffused substances in the environment, it is impossible to exclude the absolute presence in cosmetics of their impurities (impurities of the order of ppm or less, where 1 ppm – or parts per million – is equivalent to 0.0001%). The same Regulation on cosmetics, in fact, while forbidding their voluntary inclusion, tolerates “their presence in traces provided that it is technically unavoidable”. Having said this, in order to avoid or minimize accidental contamination by heavy metals, YouGlam carefully selects the raw materials based on their degree of purity and strictly controls the production process, during the design phases, formulas insert into the products substances capable of retaining accidental impurities of heavy metals in order not to release them on the skin and monitors with specific tests the possible presence of their impurities in its products in order to guarantee levels below the criticality threshold capable of triggering allergic reactions in predisposed people, identified by the various guidelines.
Are YouGlam products tested on animals?
In compliance with current European legislation on cosmetic products which prohibits animal testing for this category, YouGlam brand cosmetic products are not tested on animals. YouGlam also declares that, even before the entry into force of these prohibitions, the company has never tested, nor commissioned to third parties, animal tests relating to its cosmetics, neither as finished products, nor as prototypes of these, nor as raw materials, single or in mixtures, components of these.
What activities have you implemented to embrace eco-sustainability?
YouGlam is committed to a company policy of sustainable development, eco-efficiency and eco-compatibility, aimed at the continuous improvement of production standards and the awareness of all staff regarding environmental protection. We are therefore committed to making purchasing and management choices of the most responsible flows, through the conscious use of water, energy from renewable sources, raw materials and more eco-compatible materials, coming from traceable crops, responsible management, fair trade, respect for local populations and the biodiversity of the places of collection. We want to carefully select our labour suppliers, favouring those engaged in the re-employment of disadvantaged people.
In general, starting from the production process, we prefer the choice of raw materials from safe crops, we opt for vegetable oils and natural active ingredients certified according to recognized international standards, avoiding the use of natural substances that come from endangered species, and we reduce the use of harmful chemicals to a minimum and we favour the use of energy produced from renewable sources such as solar energy.
Are your packaging sustainable and recyclable?
The company is strongly committed to the choice of packaging that does not affect the protection of the natural ecosystem.
The components of the packaging and the paper are chosen on the basis of their environmental and social quality or on the basis of their origin from sources of responsible management. Specifically, the form used for the packaging of our products and for our printed advertising materials is FSC (Forest Stewardship Council) certified.
We are also working to decrease the weight and volume of our products, preferring cases without interiors and lighter primary packaging. We have reduced the number of products that need to be rinsed in the shower and we study, day after day, new textures that are easy to remove.
REGISTRATION
Why doesn’t the page go forward when I enter the data?
You have probably forgotten a required field or entered incorrect information. You will find the field to be corrected marked in red. If you have any other problems, please contact our customer service.
What is the Wishlist?
The Wishlist (or “wish list”) is a service that allows you to select the products of interest and works as a reminder. In this way, without carrying out a search every time, you will be able to access the desired product sheet with a simple click. The presence of a product on the Wishlist does not oblige the purchase or guarantee the maintenance unchanged of the price over time.
Is my data protected by privacy law?
Absolutely yes, we respect your privacy. At any time you can access your profile and change your data and permissions. You can consult our Privacy Policy at the bottom of each page of the site, at any time.
I don’t have an e-mail address, can I still register?
The e-mail address is required. If you don’t have it, you can create one on the many providers that offer a free mailbox.
How can I change my personal data?
Log into your profile to edit all information: name, shipping address, billing address, etc.
I forgot my password, what can I do?
No fear! You can request to reset the old password and create a new one, which will be sent to you by email.
ORDERS
How do I know if the product is immediately available?
If a product is available for purchase, it means that it is available in our warehouses. If it is not available, you can send us a request and you will receive an email once the product you are looking for is available again.
Can I place an order by phone or by email?
Unfortunately, it is not possible to place orders by phone and email. If you find yourself in difficulty in any step, you can contact our customer service at the email address: customercare@yglam.it otherwise please go to the nearest store.
How can I cancel an order that has already been placed?
You can request to cancel an order by contacting our customer service and specifying the order number. If the package has not already been entrusted to the courier at the time of handling the request, the order will be cancelled and we will proceed with any refund. If, on the other hand, the package has already been entrusted to the courier, we will no longer be able to cancel it and you can possibly make a return according to the conditions specified on this page.
PAYMENT
How can I make the payment?
The most common credit cards are accepted: VISA, MASTERCARD, MAESTRO, AMERICAN EXPRESS. Payment via PayPal and cash on delivery is accepted. Google Pay Express payment methods are also available.
Can I pay on delivery?
Yes, cash on delivery has a surcharge of € 5.00 on the total order.
Are internet orders safe?
All information relating to your order, your personal data and your credit card are strictly protected. We adopt the most advanced standards in data transfer and access to information. For payments by credit card, the financial information (card number, expiry date, etc.) is in no case kept.
SHIPMENT
How much are the shipping costs?
For shipping to Italy, a fixed contribution of € 5.90 (including VAT) will be charged; For orders over € 49, shipping is free. For foreign countries (European Union and the United Arab Emirates) the rates are as follows:
For foreign orders over € 150, shipping is free.
How many days will I receive my order and how can I track the shipment?
Generally, your order will be entrusted to the courier within 2 working days from the date of confirmation. You will then receive an email with information to track your shipment.
What happens if I am not present on the day of delivery?
The courier will make a second delivery attempt approximately the following working day. If the second attempt is also unsuccessful, your order will be placed in storage at the local courier office pending new instructions from the sender. You will then be contacted by our customer service to reschedule the delivery.
Why haven’t I received my order yet?
If you have problems delivering your order please contact our customer service.
RETURNS AND REFUNDS
How long do I have to inspect the goods and return them?
To be entitled to a return, please contact our customer service within 10 working days from the day of receipt of the order. All information on returns is available by clicking here.
I received a faulty product through my online order, can I return it?
We are constantly committed to offering safe and qualitatively perfect products. If the product you received has defects, do not hesitate to contact our customer service, specifying the article code found on the order confirmation, the type of defect detected and attaching a photo showing the problem (if possible).
The product I received is different from the one I ordered. What should I do?
If there has been an error, please contact our customer service specifying the order number, the desired product, and the product actually received and attaching a photo (if possible).
I want to return one or more products from my order, what should I do?
It is necessary to contact our customer service within 10 working days from the day of receipt of the order. All information on returns is available by clicking here.
FREE SAMPLES AND PRODUCTS
I would like to receive home-produced samples. It’s possible?
It is not possible to request free samples of our products online except together with a purchase of one or more products.
BEAUTY TIPS
I would like to get a preview of all your news and promotions, what can I do?
Subscribe to the newsletter! You will always be informed about all the news, promotions and exclusives from the YOUGLAM world.
GIFT CARD
Is it possible to purchase a YOUGLAM gift card?
Of course, you can buy YOUGLAM Gift Cards here.
How can I use the gift card?
Using our gift card is simple: you choose the amount and enter the recipient’s name and email address. You can also add a message.
The recipient will immediately receive his gift by e-mail with all the instructions on how to use it.
Does your gift card have an expiration date?
YouGlam Gift Cards can be used exclusively online on our official store and are valid for 12 months from the day of purchase.
COLLABORATIONS
I am an influencer and I would like to collaborate with YOUGLAM, is it possible?
Send your request to customercare@yglam.it, we will reply as soon as possible! *
* Due to the number of requests, the waiting times for receiving a reply may be prolonged. Thank you for your patience!
RESALE
I am the owner of a store and I would like to distribute YOUGLAM products, is it possible?
You can find all the information on the resale of the products on this page.
DISCOUNT CODES AND NEWSLETTER
I have a discount code: can I use it at a retailer?
YOUGLAM discount codes can never be combined (they can only be used once) and can only be used online.
Can discount codes be combined with each other?
No, they can never be combined with each other!
I entered a discount code, but the products were not discounted, why?
Some products are not subject to the discount of discount codes.
It is also possible that the discount code is no longer valid or that it is not applied because you have already used it: in these cases, a warning appears.