FAQ – Glow Hub Beauty

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FAQ

  • RETURNS & REFUNDS

    How do I place a return or exchange?

    
We're sorry your Glow Hub product didn’t arrive as expected. Please reach out to hello@glowhub.com with your order number and the product you'd like to exchange or return, letting us know your reasons. Please do note that we do not accept returns or exchanges for used or opened products, unless they’re proven not fit for use. For full details please refer to our terms of use.

    What’s your return policy?
 Changed your mind?

    No problem. We accept returns on unused and unopened products within 30 days. For the full details on our returns policy check our terms of use. If your item is damaged or not fit for use then please let us know and we will arrange for a refund or exchange. To process your return, pop us an email at hello@glowhub.com letting us know your name, address & order number and we’ll help you place the return. You will be refunded in full to your original form of payment. Unfortunately we will not refund postage costs unless the product you received was damaged or not fit for use. If you received any promotional or other discount when you paid, any refund will only reflect the amount you actually paid.

    How long does it take to process a return?


    Please allow 5-10 working day for your refund to be processed.

    What should I do if I receive the wrong product?

    
Oops! If you received a product that looks completely different than the one you ordered, we’re super_sorry… Please send us an email to hello@glowhub.com outlining the problem, giving your order number + we’ll be in touch shortly to sort this out.

  • PRODUCT & INGREDIENTS

    How can I find out more information about a product?


    If you want any more information about any of our products, packaging, sourcing or otherwise just get in touch at hello@glowhub.com to talk to a member of our team. We pride ourselves on being upfront and transparent, so we promise to answer all Q’s honestly and transparently.

    Are your products natural?

    
Here at Glow Hub we used a mixture of natural ingredients and scientific (man-made) actives. We aim to create the most effective products imaginable, therefore if there’s a man-made ingredient (that’s safe for your skin) and can do it better- we’re going to use it to get the highest efficacy levels.

    Are you vegan? Absolutely. All our products are completely vegan

    Ok...but are you cruelty free?

    Yes and yes again! We firmly believe & there is no reason to test on animals and we're super proud to be Leaping Bunny approved. This means we've been independently audited by the Cruelty Free International organisation to make sure we meet their strict criteria. A global programme, Leaping Bunny requires cruelty free standards that go above and beyond the normal legal requirements. The internationally recognisable gold standard when it comes to cruelty-free products, being part of the Leaping Bunny programme means that we stick to a fixed cut-off date policy + proactively monitor all of our suppliers. Our supplier monitoring system is also independently audited.  If you're keen to find out more about Cruelty Free International, Leaping Bunny or the Leaping Bunny criteria, please visit  www.crueltyfreeinternational.org.

    
Where are Glow Hub products made?


    Glow Hub products are all made + manufactured in the UK! Unlike most brands, we own our research, development and manufacturing facilities, which means we formulate & create everything ourselves.

    Talk to a person!
None of your Q’s answered above?

    Send an email to hello@glowhub.com or get in touch with us on social + we can answer any questions, help create a bespoke Glow Hub routine or just have a chat…

  • SHIPPING

    Do you ship internationally?

    All international orders are handled by DHL International via a fully tracked service. Shipping takes on average 3-7 days worldwide and tracking details can be accessed via your despatch email, or the Shop App. Please note, on arrival to choose country, your order may be subject to customs and taxes charges external to our control. If you require any help with your order, please contact us at hello@glowhub.com. Due to Brexit new charges in regards to customs fees and VAT charges have now been put into place as items cross the border from the UK into the EU. You may be charged import VAT (estimated 20-27% of value), import duty (% depending on items orders) and a customs fee before being able to receive your parcel. You will have to pay on receipt of the parcel into the country, with payment to your local delivery company. These fees are not allocated or charged by Glow Hub and unfortunately cannot be covered by us at this time.

    Do you do free delivery?

    Yes we offer free delivery for all UK orders over £30. This is applied automatically at checkout

    Where can I buy Glow Hub?

    We’re available right_here at glowhub.com & are pretty_proud to also be sold at asos.com + johnbellcroydon.co.uk  More to be announced…

    Can I change, update or cancel my order once I've placed it?

    Email us at hello@glowhub.com as soon as you can if you would like to cancel or change your order. We tend to fulfil orders pretty_quickly, but we’ll do our best to process your request if possible.

    How can I check the status of my order?

    Go to your Account page + all the details will be there

    Can I use multiple promo codes at checkout?

    Unfortunately your order can only be processed with one discount, this includes discount codes and any site wide flash sales.

    How long does it take to ship?

    For UK based orders expect 3-5 working days for your parcel to be arrive if you’ve chosen Standard Delivery. If you want your parcel asap, Next Day Delivery orders placed need to be placed before 12pm Monday - Friday :) Please note- due to the high volume of parcels being sent at this time Royal Mail are unable to guarantee these delivery times and some orders may take longer.

    How can I check the status of my order?

    You can view order status on your Account page. I'm having problems with the tracking. Ooops…  In a few cases, the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, reach out to us as soon as you can via hello@glowhub.com + we’ll give you the inside info.

    How can I edit my shipping address?

    If your order is shipping to an incorrect address, email hello@glowhub.com as soon as possible + we’ll do our best to change this for you. If you parcel has already left with our carrier it will unfortunately be delivered to the address as given on the order.

    Can the delivery country be different from the billing country?

    Unfortunately, no. In order for us to process & complete your order the country in the billing address must be the same as the delivery address.

    What can I do if my payment is declined?

    Here’s a few things to check: is your card’s billing details (such as the security code & billing address) exactly match what you’ve entered into our system. Nxt, check the expiry date. If all this info is correct your card issuer may have declined your payment ☹. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these apply, please contact hello@glowhub.com + we’ll do our best to help. 

  • GET IN TOUCH
    Got a q? Need extra_help creating your Glow Hub routine? Or, just fancy a_chat? Get in touch at hello@glowhub.com and a member of Team Glow will be in touch shortly 📧

    When contacting us via email, please be advised that from the 24th December to 4rd January this inbox will be monitored during working days (not during weekends or bank holidays) and we’ll reply to your query as quickly as we can during this time.

  • COMPETITONS
    WIN a Year's Supply of Glow Hub. EASTER COMPETITION WIN a Year's Supply of Glow Hub. Ts&Cs: Open to UK entries only. Simply place an order on www.glowhub.com between 00:01AM GMT 02.04.21 and 11:59PM GMT 05.04.21 to enter. 4 winners will be selected at random throughout that time period and they will receive a Limited Edition Gold Zit Zap Wand in their order. Instructions on next steps if you receive the wand will be noted on packaging. You will need to be-able to provide the order no. and name the winning order was placed with. Please email hello@glowhub.com if you have any questions. A Year's Supply of Glow Hub is equal to a delivery of the below items every 4 months for 12 months. - 1 Cleanser of your choice - 1 Toner of your choice - 1 Serum of your choice - 1 Moisturiser of your choice - 1 Mask of your choice - 1 Zit Zap Wand - 1 Pore Polish Facial Exfoliator BLACK FRIDAY Ts&Cs: Open to UK entries only. Simply place an order on www.glowhub.com between 00:01AM GMT 27.11.20 and 11:59PM GMT 30.11.20 to enter. 5 winners will be selected at random throughout that time period and they will receive a Limited Edition Gold Zit Zap Wand in their order. Instructions on next steps if you receive the wand will be noted on packaging. You will need to be-able to provide the order no. and name the winning order was placed with. Please email hello@glowhub.com if you have any questions. A Year's Supply of Glow Hub is equal to a delivery of the below items every 4 months for 12 months. - 1 Cleanser of your choice - 1 Toner of your choice - 1 Serum of your choice - 1 Moisturiser of your choice - 1 Mask of your choice - 1 Zit Zap Wand - 1 Pore Polish Facial Exfoliator