Shipping policy

Shipping Times

We aim to dispatch orders within 1-2 working days (Monday to Friday). The shipping timeframe begins once your order has been processed and dispatched from our warehouse.

Please note: During peak periods, such as sales or public holidays, dispatch times may be longer due to a high volume of orders. We appreciate your patience during these times.

Delayed or missing deliveries

If your tracking has not updated or your parcel has not arrived, please allow sufficient time for delivery, particularly during busy periods.

If Royal Mail tracking shows as “we’re expecting it”, this does not mean the parcel has not been handed over. This status indicates that the parcel has been collected but has not yet been scanned at the Royal Mail sorting centre. Tracking updates once the parcel reaches the central hub and is scanned in.

Please allow sufficient time for tracking to update, particularly during busy periods and UK bank holidays. If you have received a dispatch confirmation from us, this confirms that your order has been handed over to Royal Mail.

In line with Royal Mail policy, parcels are not classed as lost until 10 working days after the due delivery date. We are unable to issue a replacement or refund until this timeframe has passed. Once the item is confirmed as lost, we will arrange a replacement or refund promptly.

International Customs & Taxes

Orders are shipped from the United Kingdom. Deliveries outside the UK may be subject to customs, regulatory or legal requirements in the destination country. To comply with local legislation, the recipient may be required to pay additional charges, including but not limited to local taxes, duties, levies, import fees, or formal customs clearance charges.

These charges are not included in your order total. All prices include UK VAT where applicable, and your full order total is confirmed at checkout before payment is completed. Any additional taxes, duties or fees applied once the parcel arrives in the destination country are determined by local authorities and must be paid by the recipient in order for delivery to take place.

Glow Trend does not collect, control, or determine international customs charges and is unable to accept responsibility for any such fees. We are also unable to offer assistance or advice regarding customs processes. We strongly recommend checking with your local customs office before placing an order to understand any potential charges or restrictions that may apply.

If an international order is refused, not collected, or returned to us due to unpaid customs charges, taxes or duties, the return postage and any associated fees will be deducted from any refund issued. Original shipping costs are non-refundable once an order has been dispatched.

If local taxes or duties are paid in the destination country and the order is later returned, it is the customer’s responsibility to reclaim any such charges directly from their local customs authority. Glow Trend is unable to refund or reclaim customs duties or local taxes on the customer’s behalf.

By placing an international order with Glow Trend, you acknowledge and accept these conditions and any applicable customs charges that may be imposed by the destination country.

Please note that international orders may be subject to customs clearance procedures, which can cause delays beyond our estimated delivery timeframes. We are not responsible for any such delays.

For orders shipped with Royal Mail International Tracked, loss claims can only be submitted after 20 working days from the due delivery date (Europe) or 25 working days (Rest of World). Refunds or replacements will not be issued until this period has passed, in line with Royal Mail’s policy.

Delivery Responsibility

It is the customer’s responsibility to provide a complete and accurate delivery address.

Where a customer has instructed the courier to leave a parcel in a safe place, with a neighbour, or has provided alternative delivery instructions, Glow Trend cannot accept responsibility for any loss or theft once the parcel has been delivered in accordance with those instructions.