Return and refund policy

THE GLOW SHOP Refund Policy


Last Updated: 01/09/2025

Thank you for shopping at THE GLOW SHOP, your trusted destination for high-quality Korean beauty products. We are committed to providing you with exceptional service and premium cosmetics. However, we understand that sometimes you may need to return a product purchased from our online store. Don’t worry, we’re here to help!

Please note: there are certain requirements your item(s) must meet to be eligible for a refund. Kindly read this policy carefully before starting a return.

How to Make a Return

  1. Carefully read this Refund Policy.
  2. Confirm that your item is eligible for a return (see section 1.3).
  3. Send an email to Admin@TheGlowShop.co.uk with your order number and return request.
  4. Wait for confirmation and instructions from our customer service team.
  5. Prepare, package, and label your item(s) for shipment to our returns address.
  6. Once we receive your return, we will notify you and confirm its refund status.
  7. If the item(s) meet our eligibility criteria, your refund will be issued to your original payment method.

1. RETURNS

To qualify for a return:

1.1. Notification & Timeframe
  • You must notify us within 14 days of receiving your order.
  • You then have 28 days from delivery to return the unused item(s).
  • 1.1.a Notify us via email at Admin@TheGlowShop.co.uk with the subject line “REFUND”, along with your order number.
  • 1.1.b Proof of purchase (valid order number) is required.
1.2. Place of Purchase
  • Only items purchased through Admin@TheGlowShop.co.uk are eligible.
  • 1.2.a Items not purchased from us will not be returned to you.
  • 1.2.b Items bought at our offline retail stores must be returned in-store (see section 8).
1.3. Item Eligibility

Returned items must meet all the following conditions:

  • Unopened, with hygiene seals fully intact (if applicable).
  • In original packaging.
  • Include all additional pieces (e.g., spatulas, applicators).
  • No signs of use, damage, or wear, including damage to outer packaging.

   Items that are opened or have broken hygiene seals are not eligible for refunds.

1.4. Promotional Items, Free Gifts & Final Sale
  • If your return reduces the order total below the threshold for receiving a free gift (e.g., spend £30 for a free item), you must return the gift as well.
  • 1.4.b Failure to return gifts may result in a deduction of their value from your refund.
  • 1.4.c We reserve the right to refuse returns if promotional items are not returned.
1.5 Items clearly marked as “Final Sale,” “Clearance,” or “Too Good to Miss” are non-refundable.

2. SHIPPING YOUR RETURN ITEMS

  • 2.1 We do not offer free returns. Customers are responsible for postage and any associated fees.
  • 2.2 Items that arrive damaged (including outer packaging) are not eligible for a refund.
  • 2.3 Lost items during transit will not be considered returned.
    Shipping Tips:
  • Use a tracked service.
  • Keep your postage receipt with tracking number.
  • Use sturdy packaging and protective padding to prevent damage.

3. REFUNDS

  • 3.1 After receiving your return, we will inspect it and notify you of approval or rejection.
  • 3.2 If approved, a refund will be issued to your original payment method within 2–3 business days, depending on your card issuer.
  • 3.2.b Refunds can only be made to the original payment card. If expired or cancelled, we cannot redirect funds.
  • 3.3 Items deemed ineligible will not be returned to you.
  • 3.4 Refunds cannot be issued while a chargeback case is open.

4. EXCHANGES

We do not offer direct exchanges. To exchange an item, please return it for a refund and place a new order.

5. DAMAGED OR DEFECTIVE ITEMS

  • 5.1 If you receive a damaged or defective item, contact us within 28 days of receiving it.
  • 5.2 You may be required to provide photos of the product and packaging.
  • 5.3 Further details can be found in our Terms of Service.

6. ORDER CANCELLATION

  • Orders may be cancelled and fully refunded if our warehouse has not yet packed or fulfilled them.
  • To cancel, please submit a request via our Contact Form as soon as possible.

7. ITEMS PURCHASED IN-STORE

  • 8.1 In-store items must be returned within 14 days of purchase, directly to the store. Online returns are not accepted for in-store purchases.
  • 8.2 A receipt or order number must be provided.
  • 8.3 Items must meet the same eligibility rules (unopened, intact hygiene seals).
  • 8.4 Exchanges are available for sealed, full-price products proven defective at purchase (excluding clearance/“Too Good to Miss” items).
  • 8.5 Refunds will only be issued to the original payment method, not in cash.

9. HIGH RETURN RATE

We reserve the right to limit or refuse future orders if your return rate is consistently higher than average.