Returns policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Starting a Return 
The quickest way to start a return is through our website by visiting "my account". Accounts are automatically created when you wish to view or return your order using your original order email. Alternatively, you can contact us at returns@glowsmith.co.uk. 

If your return is accepted, instructions on how and where to send your package will be outlined in your email. Items sent back to us without first requesting a return will not be accepted. Customers are responsible for providing their return shipping unless items are proven to be faulty or damaged. 

You can always contact us for any return questions at returns@glowsmith.co.uk.

Damages and issues
If the goods supplied are damaged or are not what you ordered, Glowsmith can return, replace or exchange them as long as you notify us of the problem by 4pm one working day on the day after delivery. All original transit packaging and damaged items must be kept until the claim has been reported and appropriate action decided. Any box that arrives damaged can be signed for as such and retained or alternatively, the goods can be refused and subsequently returned to us.

If goods are not received within 7 working days from the order/ invoice date please notify us.

Notification of Breakage Claims, Incorrect Orders and Goods Not Received should be made by email or phone to returns@glowsmith.co.uk. It should be made clear if a replacement or refund is required.

Once these conditions have been met Glowsmiths obligation will be to issue replacement goods for non-deliveries and damaged goods. Refunds are at the discretion of Glowsmith.

Exceptions / non-returnable items
Certain types of items cannot be returned, i.e custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, we will refund you and you can make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@glowsmith.co.uk.

Last updated: 09/02/2024