Refund 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.

To start a return, you can contact us at support@glowing-gallery.com. Please note that returns will need to be sent to the following address:

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Glowing Gallery does not cover the return shipping cost.

You can always contact us for any return question at support@glowing-gallery.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. 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.

Our custom artworks are made to your specifications or clearly personalized. Where the statutory exception for personalized goods applies, these orders are excluded from the 14-day right of withdrawal.

We may nevertheless agree to cancel a custom order as a gesture of goodwill, at our discretion. To request a cancellation, please email support@glowing-gallery.com with your order number as soon as possible. A goodwill cancellation is only confirmed once we have accepted your request by email.

If we accept your cancellation request before our designer has started work, we will issue a full refund. If design work has already begun, a design fee of EUR 15 per cancelled custom order will be deducted from your refund to cover the work already carried out. We will confirm the deduction and refund amount when offering the goodwill cancellation. The remaining balance will be refunded to your original payment method.

This goodwill option does not limit your statutory rights, including rights relating to faulty, damaged or incorrectly supplied goods. The design deduction does not apply to any refund you are legally entitled to receive without that deduction.

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

European Union 14 day cooling off period
For eligible goods delivered to the European Union, you have the statutory right to withdraw within 14 days of receiving your goods, without giving a reason. Goods made to your specifications or clearly personalized are generally excluded from this statutory right; our discretionary goodwill cancellation option for custom orders is described above. Conditions relating to unused items, original packaging, sale items or prior return approval in our voluntary return policy do not limit your statutory rights. To exercise your right of withdrawal, email support@glowing-gallery.com with a clear statement of your decision. Statutory refund deadlines and rights relating to faulty or incorrectly supplied goods remain unaffected.

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 support@glowing-gallery.com.