Question 1

Where is my order?

Accepted Answer

Our next day delivery service is not guaranteed, therefore customers may experience delays. We would advise for customers to check their tracking or contact DPD for further information. Shipping charges are unable to be refunded when delays occur as the price charged for delivery is the price which DPD charge us for sending the parcel. If your order is showing that it has not been shipped, please contact us as we may require further details regarding shipping information.

Question 2

Do I have to pay customs charges on my order?

Accepted Answer

Unfortunately Glow Box is unable to advise what customs charges may be applied to Republic of Ireland and international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Glow Box. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.

Question 3

What payment options can you use at checkout?

Accepted Answer

You can use the payment methods shown at checkout. These include Klarna and Clearpay, plus any other options available for your order.

Question 4

Will I receive confirmation of my order ?

Accepted Answer

Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add info@glow-box.co.uk to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us.

Question 5

Can I make changes to my address?

Accepted Answer

All address enquiries can be changed and updated if received before our 3pm cut-off (Monday to Friday). Any orders placed after this time which require an update will be completed the next working day.

Question 6

What should I do if my order is faulty or incorrect?

Accepted Answer

We advise all customers to check over their order once received to ensure their order is correct, please contact us within 24-48 hours if you are unhappy with your order and one of our customer service members will be happy to assist.

Question 7

Can I cancel my order?

Accepted Answer

All customers are able to cancel their order until it has been shipped, once shipped unfortunately the order cannot be cancelled.

Question 8

What if my order is lost?

Accepted Answer

For all lost & misdelivered orders, please contact us via email informing us of all order information. A DPD investigation will then be raised, this investigation can take up to seven working days to gather a response. Until a response has been provided we are unable to send a replacement or refund.

FAQS