Welcome to the shipping and returns page. Here you will find all information regarding the delivery of products and our return policy.
Is your question not answered here? Please feel free to contact us at info@getglowlie.com
We ship throughout Europe and to the United Kingdom. Shipping costs are calculated automatically at checkout.
Our rates:
Enjoy FREE shipping on:
As soon as you place your order, it will be automatically processed in our system. We ship our packages on all working days (Monday to Friday).
Our shipping times:
Indicative delivery times per region:
Please note: In exceptional cases, delivery may take slightly longer due to high volume or delays with our external shipping partners. No rights can be derived from this.
We ship our packages via reliable partners such as PostNL and their international network. As soon as your order leaves our warehouse, you will automatically receive an email with a Track & Trace code. This allows you to track your package all the way to your doorstep.
Haven't received an email? Please check your spam folder
Damaged delivery:
Has your package arrived damaged? Please contact us within 24 hours of receipt via info@getglowlie.com. Always include your order number and send clear photos of:
Not delivered (but shown as 'delivered'):
Does the Track & Trace indicate that your package has been delivered, but you haven't received anything? First, check if it was delivered to a neighbor or is at a collection point. If not, you must contact us within 5 working days. We will then immediately start an official investigation with our shipping partner to locate the package.
Incorrect Address
The customer is solely responsible for correctly and completely entering the delivery address when placing the order.
Glowlie is not liable for delays, additional costs, or the inability to deliver orders due to an incorrect or incomplete address provided. If a package is returned to Glowlie as a result, we will be forced to deduct the incurred costs (as stated under 'Parcel Points and Missed Delivery') from the refund or charge new shipping costs for a second shipment.
Choose a parcel point yourself
Would you prefer to have your parcel delivered directly to a parcel point? As soon as your order has been scanned by our shipping partner, you will receive a Track & Trace email. Via the link in this email, you can often change the delivery options and choose a parcel point near you, even before delivery.
Missed delivery
If the delivery person unfortunately missed you, the parcel is usually taken to a parcel point near you. You can find the location of this point in the Track & Trace information.
(!) Please note: Collection period
If your parcel is ready at a parcel point, you generally have 7 days to collect it. If the parcel is not collected within this period, the carrier will automatically return it to Glowlie.
As soon as we have received this returned parcel, we will refund the purchase amount, minus €6.95 for shipping and administration costs incurred. If you still wish to receive the parcel, shipping costs will be charged again.
The stated delivery times are indicative; no rights can be derived from them. Glowlie is not responsible for any delays caused by external shipping partners, holidays, or customs processing (for international shipments).
Shipping costs and any additional charges may be adjusted from time to time. The rates shown during checkout in the webshop are always leading for the respective agreement.
Glowlie stands for quality. We offer a statutory warranty of a minimum of 2 years on all our products (in accordance with European consumer law). This warranty covers manufacturing defects that occur during normal use.
If a product is damaged upon delivery or shows a defect, we ask you to report this as soon as possible via info@getglowlie.com or via our contact form. To facilitate quick processing, we ask you to report defects upon delivery preferably within 90 days of receipt.
Reports must include a clear description of the problem, supplemented with photos. We aim to respond within 24 hours.
Please note: Damage due to improper use, normal wear and tear, or intentional damage (such as fall or water damage after receipt) is excluded from the warranty. Defects or loss of quality due to not following storage advice (such as storing in a cool, dark place or properly sealing the packaging) are also not covered by the warranty.
After receiving your order, you have 14 days to inform us that you wish to cancel your purchase (the cooling-off period). After this notification, you have another 14 days to actually return the product to us.
Please note: Due to the nature of our products, we can only accept returns if the seal is still intact. Opened products cannot be returned for hygiene reasons.
Before returning, you must register it via info@getglowlie.com, including a completed return form.
The costs for the return shipment (returning the item from the customer to Glowlie) are borne by the customer. Only if the return is due to a demonstrable error by Glowlie, such as a defective product or an incorrectly delivered item, will we cover the shipping costs.
Unclaimed parcels
If a parcel is ready at a pick-up point and is not collected within the specified period, it will be automatically returned to us by the carrier. For processing these automatic returns, we charge €6.95 in incurred costs. This amount will be deducted from the refund of your order. For international shipments (outside the EU), these costs may be higher due to customs and administrative fees.
Refund
After receiving and checking the return, the amount will be refunded via the original payment method. We aim to process this within 5 business days, but please allow 5-10 business days depending on your bank.
Please note:
Packaged parcel
Ensure that the package is securely and carefully wrapped for the return shipment. As the sender, you are responsible for the package until it is delivered to us. Only register the shipment as a letterbox package if it actually fits through the letterbox; this will prevent additional costs and delays.
Hygiene and Sealing
Due to the nature of our products (cosmetics), we can only accept returns for hygiene reasons if the packaging's seal is completely intact. Once the seal is broken after delivery, the right to return expires, and we can no longer accept the product.
Diminished Value
If a product (that is not subject to sealing) or its packaging is returned with damage or signs of use that go beyond what is necessary to assess the product, we will apply a diminished value fee:
Are you unsure whether your return is eligible for a full refund? Please contact us before shipping at info@getglowlie.com.
Not satisfied with how your complaint or return was handled? Of course, we prefer to resolve it together with you. If that is not possible, as a consumer within the EU, you can also submit your complaint via the European ODR platform.
Contact details
Do you have a question about your order, our products, or anything else? We're happy to help! You can reach us via:
We aim to respond within 24 hours on business days.
Company details Glowlie
Posthoornstraat 11 3011 WD, Rotterdam Netherlands
Online Dispute Resolution
The European Commission provides a platform for online dispute resolution (ODR), which you can find at https://ec.europa.eu/consumers/odr/.
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