FAQ

Have questions about light therapy? We’re here to help.

Whether you’re new to LED-based treatments or looking to upgrade your current routine, our FAQs cover everything from how our devices work to shipping, warranties, and usage safety.

Still wondering about something? Reach out to our team—we’re happy to guide you.

 

1. What is light therapy and how does it work?

Light therapy is a non-invasive treatment that uses specific wavelengths of LED light—such as red, near-infrared, and others—to stimulate natural biological processes in the skin and body. These wavelengths penetrate the skin at various depths to promote collagen production, improve circulation, reduce inflammation, and support cellular repair. While red light focuses on surface-level rejuvenation, other forms like near-infrared reach deeper tissues to aid in muscle and joint recovery.

2. Is light therapy safe?

Yes, light therapy is widely considered safe for home use when used as directed. EternaGlow devices are designed with clinically supported technology and recommended usage times to ensure comfort and safety. It’s a non-invasive, drug-free method that works gently with the body’s natural systems. As with any wellness tool, we recommend avoiding use over broken skin and carefully following the provided instructions.

3. How often should I use my light therapy device?

For best results, we recommend using your device for 10 to 20 minutes per session, around three to five times per week. Consistency is key to seeing visible improvements. Once your desired results are achieved, a maintenance routine of one to two sessions per week is typically sufficient. Always refer to your specific device’s instructions, as usage recommendations may vary slightly.

4. Is light therapy suitable for all skin types?

Yes, light therapy is suitable for all skin types and tones. It does not involve UV rays or abrasive chemicals, making it a gentle and effective treatment option for a wide range of users. It’s well tolerated by most individuals and integrates easily into existing skincare routines. If you’re using prescription products or have known skin sensitivities, you may wish to consult your dermatologist before use.

5. Can I use light therapy if I have sensitive skin or a medical condition?

Many people with sensitive skin find light therapy to be calming and beneficial. However, if you have a medical condition—such as epilepsy, are pregnant, or have an implanted device like a pacemaker—it’s important to speak with your healthcare provider before use. We also recommend avoiding use on areas with active infections, open wounds, or if you have a known sensitivity to light.

 

6. How long does shipping take?

We partner with trusted suppliers through DSers to ensure safe, trackable delivery.

• Australia: 7–20 business days

• United States: 7–15 business days

• United Kingdom: 7–18 business days

• Canada: 10–25 business days

• New Zealand: 8–20 business days

• Other regions: 10–30 business days

Please note: Shipping times may vary slightly based on your location and customs clearance. 

7. What happens if my order is delayed or not delivered?

If your order lacks tracking updates, is in transit, or is delayed beyond 60 days from the shipping date (45 days for U.S. orders), we will offer a refund or reship the product at no cost. For delivered orders that didn’t arrive, we require a non-delivery certificate from your local post office before issuing a refund or replacement.

8. What if my item arrives damaged?

We offer full refunds or replacements for products that arrive damaged, as long as you notify us within 30 days of delivery. To process a claim, please submit photo or video proof of the damage. In most cases, you don’t need to return the product.

9. What payment methods do you accept?

We accept major payment methods including Visa, Mastercard, American Express, PayPal, and Apple Pay.

Zip Pay and Afterpay Coming Soon!!

10. Where is EternaGlow based?

EternaGlow is proudly based in Adelaide, South Australia. While our headquarters and customer support team operate locally, we currently source and ship our products from a selection of trusted international suppliers to ensure we can offer the best quality and value.
Our long-term goal is to bring production and fulfillment closer to home as we continue to grow, allowing us to deliver faster shipping and even more locally made, Australian-designed products.

11. How can I track my order?

Once your order has been processed, you’ll receive a confirmation email with tracking details. You can use this tracking number to follow your order’s progress online. If you didn’t receive tracking details, please contact us and we’ll be happy to assist.

12. Do you offer a warranty on your products?

Most EternaGlow products include a 12-month warranty covering manufacturing defects or faults. However, for personal or sanitary items such as facial masks, cleansing tools, or products that come into direct contact with the skin, warranty and return eligibility may not apply once used or opened for hygiene reasons.
If you ever experience an issue with your item, please contact us at support@eternaglow.com.au, and our team will review your case to ensure a fair resolution.

 

13. What is your return and refund policy?
At EternaGlow, we want you to love your purchase. If your product arrives damaged, defective, or not as described, please contact us at support@eternaglow.com.au within 30 days of delivery, and we’ll be happy to review your claim for a replacement or refund.

Please note that returns cannot be accepted for personal or sanitary items — such as facial masks, cleansing devices, or any product that has been opened or used — due to strict hygiene standards.
All other eligible returns must be unused, in original packaging, and accompanied by proof of purchase.

Once your return is approved, we’ll process a replacement or refund promptly, ensuring a smooth and fair resolution.