Support and FAQ's

We hope that your transaction with Glow Up is as effortless as possible, but we are realistic in acknowledging that problems will occasionally occur.

Before contacting our support staff, please check our FAQ to see if your question has already been asked. While our support staff endeavor to reply to all questions and queries within 1-2 business days, why wait if you don't have to?

 

  FAQ

Where is Glow Up located?      

Glow Up is located in Las Vegas, Nevada

How can I contact Glow Up?

Through our customer support team at support@glowupstore.com, our customer service manager will be happy to assist you! Please expect a response within 1-2 business days.

What payments methods do you accept?

We accept all major credit cards (Visa, Mastercard, Amex) and Paypal payments

What can i do to clean my necklace?

Please visit Personalized Jewelry Caring Tips. For more information on how to clean your necklace.


   SHIPPING AND CUSTOMS

Where will my order be processed?

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons

How long will it take to receive my order?

We process orders between Monday and Friday. Orders will be processed within 3-5 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order

Import taxes, duties and related custom fees may be charged once your order arrives to its final destination, which are determined by your local customs offices

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.


   TRACKING NUMBER
Where is my tracking number?

Tracking will be available 3-7 days after making your order. If 7 days have passed and you still don't have a tracking code please contact support.

Order tracking


  RETURNS

How do I return an item?

If you're not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide your order number as well as the reason for your return. Our customer support team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) received are defective/ incorrect/ damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we received your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account


   Contacting us

Thanks for reading our FAQ. We really appreciate it, really!

Now, to contact us, please click on the button below:

Contact Glow Up

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