Frequently Asked Questions

Getting in touch

Do you have a store?

You don’t seem to have a phone number, how can I contact you?

Order & payments

How do I know which size to choose?

An item I like is out of stock, what to do?

How can I pay for my order?

How do I use a Discount Code?

Delivery

What kind of delivery options do you offer?

How long will it take for my order to arrive?

Do you post worldwide?

Returns & exchanges

What is your return policy?

How do I return items?

Where can I find a returns note?

Can I return an item for an exchange instead of a refund?

About Glower

How do you create these products?

What type of materials do you use in your products?

Can we send you suggestions for designs?

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Getting in touch

 Do you have a store?

No, we don’t have a walk-in store front. Currently we only sell online, which helps us save our pennies that we can in turn invest in seeking out quality materials, creating top-notch products and improving our service to you.

If you own a store and would like our products to be part of your shop, we are of course over the moon to hear that, so don't think twice and just let us know.

 You don’t seem to have a phone number, how can I contact you?

That's right, we don’t use a phone line as with all things digital these days, we felt we could better and more timely be of help by answering your queries per email. We are 24/7 contactable for all your questions, concerns, messages or feedback. Just drop us a line and we'll get back to you right away.

We are also a social bunch, so feel free to visit us on Facebook or Twitter. If however you prefer to talk to us directly, we can make all that come true. Just let us know you would like to arrange a Skype call with us and we'll set up a time that suits you.

 

Order & Payments

 How do I know which size to choose?

We have provided sizing information on the product pages of our garments as tested first hand and in comparison to standard UK sizes. Each product page includes a fit guide and any measurements referenced are actual sizes taken from the garment whilst laid flat.

Take into account that as with most garments, minor shrinkage after the first wash is likely to occur. Review our care guidelines and make sure you check the instructions in the garment. If you’re still in doubt, we exchange items free of charge for you or simply get in touch if you prefer to talk it through.

 An item I like is out of stock, what to do?

Not a worry. If we no longer have your size or a particular item in the shop, you can enter your email address on the product page of the item you like to be notified when your size is back in stock. 

Alternatively you can email us the name, size and colour of the desired garment and we will keep you posted once it has been reprinted.

 How can I pay for my order?

We accept all major credit and debit cards online, as well as Paypal. At the checkout you can choose whether you check out using your Paypal account or card details. 

We don’t have any hidden charges of any kind, and we never store payment details.

 How do I use a Discount Code?

If you are the lucky bird that has received one of our discount codes, follow the tips below to guarantee success and celebrations:

  1. You can enter the promo code on the checkout page after you've clicked 'Checkout' in your shopping cart as it can't be applied later.
  2. Enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount' box (on the Checkout page, underneath the overview of items in your basket).
  3. Once you've entered the code, click 'Apply' and it will be applied to your order.

You should be able to see the discount applied in your ‘Total’ calculations. If this doesn't go smoothly, let us know and we'll help you out.

 

Delivery

 What kind of delivery options do you offer?

Within UK (excluding Channel Islands)

  • Standard Delivery (3-5 days) £3.95
  • FREE delivery for orders of £50 and above

Rest of EU Delivery (EU countries + Channel Islands)

  • Standard Delivery (3-7 days) £4.95
  • FREE delivery for orders of £75 and above

International Delivery (outside of EU)

  • Standard Delivery (3-10 days) £12
  • Standard delivery for orders of £75 and above £6

 How long will it take for my order to arrive?

We try to ship as soon as possible depending on availability. You will receive a confirmation once we’ve posted your order. We send all our stuff with the Royal Mail so if you live in the UK you can expect 3 to 5 working days for the delivery. If you live elsewhere it might take anything between 3 to 7 working days.

If you are keen to get your order quicker, let us know and we will try to arrange something. For items that are made to order, information about delivery will be included on the product pages.

If you happened to have ordered an item that is not currently in stock, we will notify you if there is a delay in delivery and it might take a little longer for it to reach you. Just know that it will be hot and fresh off the press!  

 Do you post worldwide?

At the moment, we deliver to EU countries only. If you want to see your country added to our shipping list, drop us a message.

 

Returns & exchanges

 What is your return policy?

We aim to deliver quality products and want you to be happy with your purchase from us. However, if you are not a 100% satisfied with one of our products, you can send them back to us and we will fix, exchange or refund them.

If you're looking to return a faulty or incorrect item, please get in touch at hello@glower.co.uk.

In a nutshell:

  • We give you 21 days to decide whether you wish to return, exchange or keep your order.
  • You can return your orders for any reason, even if you just didn’t like it.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Goods that are personalised, bespoke or made-to-order cannot be exchanged and are non-refundable, unless faulty.

It will help the environment and our footprint if you return items to us in a resalable condition and their original packaging.

Make sure you include your returns note in the order you are sending back to us, or we won't know what you want us to do with it. And remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it.

 How do I return items?

UK RETURNS

  1. Simply fill out the returns note included in your order and pop the form and the item(s) back in the package.
  2. Stick the Glower address label on the front of your parcel and post it back to us using Royal Mail. We cannot accept items returned to us through other postal services. 
  3. We will refund your postage costs after we have received your return. 
  4. We recommend you ask the Post Office for a proof of postage and keep it safe until you have received your refund or exchanged item. Once we have received your order, we will send you a confirmation email.

INTERNATIONAL RETURNS

  1. Write to hello@glower.co.uk saying you would like to return item(s) and we will send you a return address label.
  2. Fill out the returns note included in your order and pop the form and the item(s) back in the package.
  3. Stick the address label on the front of your parcel and post it back to us. Please note that you'll have to cover the postage costs yourself.
  4. You can return your parcel using any postal service. Belgian customers can use Kiala-points to return items to us (fixed postage cost of €4.15).
  5. We recommend you ask for a proof of postage and keep it safe until you have received your refund or exchanged item. Once we have received your order, we will send you a confirmation email.

We will exchange items for a different size/colour FREE of charge within the same order or give you a full refund (excl. original shipping charge). 

There are no returns or exchanges on sale items.

 Where can I find a returns note?

A returns note has been included in your packaged order. In case of loss and only if you’ve looked really hard for the one we should have added in there - just keeping the environment in mind - you are of course welcome to request a new returns note.

Don't forget to include your returns note in the order you are sending back to us, or we won't know what you want us to do with it.

 Can I return an item for an exchange instead of a refund?

No problem, exchanges for the same product are free of charge for that order. Subsequent exchanges will be regarded as a new order. We give you 21 days to decide whether you wish to return, exchange or keep your order.

Just fill out the returns note included in your parcel, indicate that you prefer an exchange and select the size and colour you would like us to send to you.

Please note that goods that are personalised, bespoke or made-to-order to your specific requirements cannot be exchanged and are non-refundable, unless faulty.

 

About Glower

 How do you create these products?

We're thrilled that you ask! We hand print our garments using a silkscreen printing method. This involves making a stencil by exposing the screen to light, aligning the different elements of the artwork on the printing carousel and transferring the designs manually by pulling the ink with a squeegee.

 What type of materials do you use in your products?

In brief: a mix of materials, but not forgetting that where possible we choose sustainable fabrics and supplies and we always keep the environment in mind. All our garments have been hand printed in the UK with phthalate free inks.

 Can we send you suggestions for designs?

We can create custom designs for you, either from scratch, based on your ideas or simply print your artwork. We are also always open to any input and feedback. If you have any ideas or suggestions you would like to share with us, get in touch and we are all ears.