How do I place an order?
Add what you want to your cart, go to checkout, enter your delivery details, and pay. You will get an order confirmation email straight away, and a dispatch notification once your parcel leaves us. If the confirmation email does not arrive within a few minutes, check your spam folder before contacting us.
Do I need an account to buy?
No. You can check out as a guest. Creating an account is worth it if you plan to order more than once, since it saves your address, keeps your order history in one place, and lets us hold your shade profile so we can give you better recommendations later.
What payment methods do you accept?
We accept mobile money, Visa, and Mastercard. Payment is taken in full at checkout, and all prices are in Ghana Cedis.
Do you offer payment on delivery?
Not currently. All orders are paid before dispatch.
Is it safe to pay on your site?
Yes. The store runs on an encrypted connection, and Paystack processes payments. Your card number and mobile money credentials are handled by them and never stored on our systems.
Can I change or cancel my order after placing it?
You can cancel for a full refund at any point before dispatch. Email [returns@glowhausafrica.com] with your order number as quickly as you can. Once the parcel has left us, our return and refund policy applies instead.
Changes to a delivery address are usually possible before dispatch. Changes to the items in an order are not, so cancelling and reordering is faster.
My payment failed but money left my account. What now?
Failed transactions are normally reversed by your bank or mobile money provider within 3 to 5 business days. If it has been longer, email [care@glowhausafrica.com] with the transaction reference and the time it happened, and we will trace it with our payment provider.
How long will my order take?
We pack orders within 1 to 2 business days. After dispatch, delivery takes 1 business day in Greater Accra.
These are courier estimates, not guarantees. Weather, traffic, and courier backlogs can add a day, and we will let you know if that happens to your order.
How much is delivery?
Delivery fees are handled by our courier partner and are calculated based on your delivery address.
Can I track my order?
Yes. You will get an email or a WhatsApp message with tracking or courier contact details as soon as your parcel is dispatched. If 2 days have passed since dispatch and nothing has arrived, send us your order number and we will chase it.
What address details do you need?
A Ghana Post GPS digital address, a clear landmark description, and a phone number that will be answered on delivery day.
What happens if I miss my delivery?
We will attempt redelivery once. Any attempt after that will be charged at an extra cost. If a parcel comes back to us after failed attempts, we refund it less the original delivery charge and any return courier cost.
My parcel arrived damaged. What do I do?
If the damage is visible before you accept the parcel, do not accept it, and contact us the same day. If you have already accepted it, report it within 48 hours with photos of the item and the outer packaging, and we will replace or refund it in full, including delivery.
I live outside Ghana. Can I order?
Not yet. International delivery is on the roadmap. Email [care@glowhausafrica.com] and we will let you know when it opens.
Can I return something I changed my mind about?
Yes, if it is unopened. You have 7 days from delivery to request a return on an item that is unused, still sealed, and in its original packaging. Email [returns@glowhausafrica.com] with your order number and a photo before sending anything back, since returns without prior approval cannot be refunded.
Why can't I return an opened product?
Hygiene and safety. Once a product is unsealed or has touched skin, it cannot be resold or resealed safely, so we cannot take it back. This is standard across cosmetics retail, and it protects every customer who buys after you. Faulty, expired, or incorrectly supplied items are a different matter and are always covered.
What if the product is faulty or you sent the wrong thing?
Report it within 48 hours of delivery with your order number and photos. We will replace the item or refund it in full including delivery, and we arrange and pay for collection. You never pay return delivery on an error we made.
Who pays for return delivery?
You do on a change-of-mind return. We do when the return is our error. Use a trackable courier either way, because we can only refund items that actually reach us.
How long do refunds take?
We inspect returns within 2 business days of arrival and email you the outcome. Approved refunds go back to your original payment method within 5 to 10 business days, or to store credit immediately if you prefer that. Your bank or mobile money provider controls the final step, so timing there can vary.
Can I exchange an item instead?
The fastest route is to return the original for a refund or store credit and place a new order for what you want, so you are not waiting on stock to be reserved.
Are your products authentic?
Yes. Everything we sell is sourced from the brand owner or an authorised distributor. We do not sell counterfeit, decanted, repackaged, or expired products. Authenticity is the reason a lot of people buy from us rather than from an unknown seller, and we take it seriously enough to name our partner brands publicly.
How do I check the expiry date?
Most cosmetics carry a period-after-opening symbol, which is a small open jar marked 6M, 12M, or similar, telling you how long the product stays good once opened. Some also carry a batch code or printed expiry. We do not sell short-dated stock, and if a product is close to its date, we discount it and label it clearly.
An item I want is out of stock. Will it come back?
Usually. Add your email to the restock alert on the product page and you will hear the moment it lands. Restock alerts also tell us what to prioritise on the next order, so signing up genuinely affects what we buy.
Will the shade look the same as it does on my screen?
Not exactly. Screen calibration, lighting and photography all shift how a colour reads, so product images are a guide rather than an exact match. That is why we publish swatches on a range of skin tones and offer shade consultations.
What is undertone and why does it matter?
Undertone is the colour underneath your surface skin tone, usually described as warm, cool, neutral or olive. Depth tells you how light or deep a shade is, undertone tells you whether it will look natural or slightly off. Most shade mismatches on deeper skin come from undertone, not depth, which is why we list both.
Can you recommend a routine for my skin?
Yes, that is what we are here for. Tell us your skin type, your main concern and what you are currently using, and we will suggest something realistic. We provide general product guidance, not medical or dermatological advice.
Do I need to patch test?
Yes, especially with actives. Apply a small amount to your inner arm or jawline and wait 24 hours before using a new product properly. If you are pregnant, breastfeeding, using prescription treatments, or managing a skin condition, speak to a qualified healthcare professional before changing your routine.
I reacted to a product. What should I do?
Stop using it immediately, and seek medical attention if the reaction is severe. Then email [care@glowhausafrica.com] with your order number and tell us what happened. We want to know, both so we can help you and so we can flag it to the brand.
What is GlowHaus?
GlowHaus is an online-first beauty platform based in Accra, built for melanin-rich skin, Ghanaian climate, and Ghanaian culture. We curate skincare and makeup and pair it with the shade expertise and product education that have been missing from this market.
Do you have a physical store?
Not yet. We are online only for now, with pop-ups and activations in Accra along the way. A physical GlowHaus space is part of the plan, and the fastest way to hear about it is through our email list!
How do I get in touch?
Email [care@glowhausafrica.com] or message us on WhatsApp at +233 549574576, Monday to Saturday, 10am to 6pm GMT. We reply within 1 business day. Social media DMs are the slowest route, so if your question is about an order, email us with your order number instead.
Can I feature in your content?
Yes. Tag us in your GlowHaus posts and we may share them, with credit to your handle. If you would rather we did not use something you posted, tell us and we will take it down.
I represent a brand. How do we work together?
Email aagyeman@glowhausafrica.com with your brand, your shade range and what you are looking for in this market. We work with brands across three partnership tiers, from product placement and editorial features through to campaign co-creation and exclusive brand moments with quarterly data sharing.
What do you offer brands that a marketplace does not?
Direct access to Ghana's most beauty-engaged digital audience, shade expertise that actually informs how your product is sold, co-created content rather than reposted assets, and data on what customers here prefer and repurchase. Ghana's addressable beauty market is worth roughly GHS 1.9 billion and is growing at 9.4% a year, and until now no dedicated digital beauty authority has existed to serve it.
Do you work with creators?
Yes, on a rolling basis. Email with your handle, your audience and what you want to make and we will get back to you.
