Frequently Asked Questions

Where is my order?

We understand that you may be eagerly awaiting the arrival of your order. The average shipping time for our products is typically around 5-7 business days. 

Occasionally, unforeseen circumstances may arise, resulting in a delay in delivery. We apologise for any inconvenience this may cause. Rest assured that we are actively monitoring the progress of your order and doing everything we can to ensure its timely delivery.

We regularly send shipping updates via email. It is possible that these emails may end up in your spam folder, so we recommend you be sure to check there.

Want to know more details? No problem!

To find out the exact location of your package, we recommend using our Track & Trace service. Using the tracking number you received, you can enter it in the designated Track & Trace section on our website. This will give you instant access to the latest information on the delivery of your parcel.

We understand that you would like to be kept informed about the status of your order. Our Track & Trace service allows you to track the current progress of your shipment yourself.

How can I contact your customer service?

Send us an email at info@Glowvela.com We always try to answer within 24 hours. Don't forget to mention your order number if you have a question about your order!

I want to return my product. 
How does this work?

We always drive for our customers to be satisfied with our products. We know we can't please everyone, but if you feel our product is not acceptable, please don't hesitate to email us and we will help resolve the issue and provide a solution.

If you want to return an order, we are happy to help you. 

Products covered by the return policy  can be returned within 14 days or receipt. Just send us an email and we'll be happy to walk you through the process.

After receiving the return we will process it as soon as possible. Please note, if you return your order, you pay the return costs yourself.

Visit our returns policy for more information.

How much are the shipping costs?

Shipping costs are for us. We take care of this ourselves!

Which carriers do you use?

We work with all major transport companies!

How long will it take to receive my order?

The average delivery time is 7 working days.

How can I order?

Placing an order with us is very easy. Click the "Add to Cart" button on the listing you wish to purchase. You will be automatically redirected to your shopping cart. Click on "Checkout", enter your address details and pay securely.

Can I cancel my order?

Cancellation is not possible, as it has already been forwarded to the shipping team for sorting and processing. If you want to cancel the order, please contact us as soon as possible.

I have received a defective or wrong product. 
What should I do now?

Please contact us at info@Glowvela.com . We kindly request some photos and / or video of your received product, so that we can better analyze the situation.

Once our team has processed the information, and your situation has been confirmed, we will initiate a replacement. Unfortunately, we cannot accept a replacement without visual evidence of defects or a wrong item.

I want to return an order; 
what should I do?

Our return address is international. You must request the return address from our team. Make sure you state the track and trace number, so that we can trace the item to our warehouse.

If you choose to return the order without requesting the address or providing any clarifications as to why you are returning the product, a refund will not be issued.

Do I have to return the entire order?

Yes, the entire order must be returned with labels and unused items. If the item shows signs of use, we will not issue a refund.

Can I exchange my shoes if the size I ordered is too small?

We can only offer a replacement if we accidentally send the wrong size. If you are not sure about your size, please check the size chart on our site.

When can I get a refund after returning my item?

We will not process the refund until the item has already been delivered to our warehouse. It usually takes 7 - 12 working days for us to receive your return, depending on the logistics processes. As soon as the item arrives in our warehouse, we will initiate the refund within 7 working days. However, take into account a possible delay at the bank of 3 working days before the money is actually in your account.

CONTACT

If you have any questions about how to return your order to us, you can contact us at info@Glowvela.com .