RETURNS & REFUNDS
How do I place a return or exchange?
What’s your return policy? Changed your mind?
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 firstname.lastname@example.org 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 email@example.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 veganOk...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 firstname.lastname@example.org 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…
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 email@example.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 checkoutWhere 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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org 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 email@example.com + we’ll do our best to help.
GET IN TOUCHGot a q? Need extra_help creating your Glow Hub routine? Or, just fancy a_chat? Get in touch at firstname.lastname@example.org 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.
COMPETITONSThe Glow Hub Birthday Discount. T&Cs: Spin the wheel of glow, sign up with your email address and receive your discount code to use on glowhub.com. Only one code allowed per customer, this code cannot be used in conjunction with any other discount codes you might have. If you share the code with others yours and their order may be voided. The 100% discount code is limited to a spend of £100. The birthday discount will end 15.07.21 at 11:59PM and all codes will expire at the same time. Please email email@example.com if you have any questions. 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 firstname.lastname@example.org 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 email@example.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