FAQ
What are your shipping prices & timeframes?
Our warehouses are located in the UK & USA. Once your parcel has been dispatched from either of our warehouses, it will take:
UK Standard: 3-7 working days - £5 - FREE on orders over £160
USA Standard: 3-7 working days - $10 - FREE on orders over $200
Canada Standard: 5-9 working days - $20
Europe: 5-9 working days - £15
Rest of World: 10-14 working days - £20
Canada Standard: 5-9 working days - $20
Europe: 5-9 working days - £15
Rest of World: 10-14 working days - £20
(Working days are Monday to Friday, excluding UK Bank Holidays)
Shipping timeframes are a guide and cannot be guaranteed.
Will I be charged customs & duties?
Orders may be subject to local customs and duties charges at the final destination. Any customs or import duties and associated fees are charged once the parcel reaches its destination country, you will be contacted by the shipping company directly to arrange payment. WeGLOW cannot be held responsible for any additional charges on your order. We recommend contacting your local customs office for an estimate of these fees.
Where is my order?
Once you have placed your order, we will send you an order confirmation email with your tracking link so you can see the status of your order.
I haven’t received a confirmation email, what shall I do?
These sometimes go into your spam folder so please check this first and then email customer service at hello@weglow.app with your name and they will be able to help locate your order details.
Where is my free e-book with my order?
You can download your free e-book on your order confirmation email. If you cannot locate this, please contact hello@weglow.app with your name and order number.
My tracking number isn’t working, what shall I do?
Please allow 24 hours for your tracking number to activate as the number may not be valid until your order is picked up by the courier. If it's still not working, please contact hello@weglow.app with your name and order number.
My items still haven’t been shipped and I haven’t received a refund, what shall I do?
Please contact hello@weglow.app with your name and order number.
What payment methods do you accept?
You can purchase on our website using a debit or credit card, and we offer Paypal, Apple Pay and Google Pay. You can also use a WeGLOW gift card.
Which currency will I be charged in?
We currently only support GBP for items and shipping fees. For international currencies, please note your bank and payment method may apply the corresponding conversation rate of the currency you choose, and additional processing fees.
What do I need to provide when I make a purchase?
You will need to provide your email, shipping address and card details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order.
Is my payment information safe?
Payment information is processed securely by Stripe. No card details are transferred to or held by WeGLOW.
I have asked for a refund. How will I be refunded?
Refunds are issued directly back to the debit or credit card used at checkout. You will receive an email confirming this process when you refund.
How long will it take to get responses from customer service?
We aim for all emails to be answered within 24-48 hours.
What is the packaging made from?
The garments come in a 100% recycled and recyclable plastic bag. The courier bag used for delivery is 100% recycled.
