Step-By-Step Guide to Returns
We are sorry that you were not happy with your purchase from GLUG!. We want to make sure the process is as easy as possible if you wish to make a return. Please follow our simple step by step guide below.
Step 1
Please get in touch with us by sending an email to [email protected]. You will need your order number to hand, this can be found on your order confirmation email.
Step 2
Should your item arrive damaged or something has gone wrong, please have a photo/s and attach in your email.
Step 3
Pop your item in the post back to us (address below):
PO Box 311
Radlett
Hertfordshire
WD7 0FL
Step 4
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. Unfortunately, we can currently only cover shipping costs if there is a problem with your order.
FAQs
How long does it take to get a refund?
We aim to refund all returns 14 working days after we have received the item at our warehouse.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. Please email [email protected] with your order number and details of your order and we will aim to rectify the situation asap.
Why do I need to provide a photographic evidence / doctor’s certificate if I’ve had an allergic reaction?
Unfortunately not every return claim made is legitimate and we need to ensure evidence is provided by customers. This allows us to provide our customers with the best service possible.
Am I eligible to return what I purchased?
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
Will I receive a full refund, including shipping costs?
If you received a faulty or damaged item we will issue a full refund after inspection, however, if you want to return the product for any other reasons you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.