Support and FAQ's

Our Premium Heart pendants, Message Cards, Dog tags and Photo Upload Jewelry are handled and shipped out from our warehouse in the US. Production usually takes 2 business days.

As for our custom name necklaces, name bracelets and name earrings, they are handled and shipped out from our warehouse in China. Processing time for these personalized handmade jewelry usually takes 8-11 business days.

Once the item ships the tracking information is sent to the email provided. Please allow extra time for your order to be processed during holidays and sale seasons.

Orders are processed within 24 hours. If you need to cancel your order, kindly send us an email within 24 hours at support@glowupstore.com.

All changes can be made within 24 hours after order has been placed. Any request after 24 hours cannot be guaranteed, because the order will already be in production.  Kindly send us an email to support@glowupstore.com with the new custom text.

If this happens, chances are your item is still in transit or held at customs for clearance. Please contact us at support@glowupstore.com.

Once shipped, delivery times are as follows:

1. Orders from our US Warehouse:

United States: 2-5 Business Days

Canada, UK & EU: 3-10 Business Days

International: 5-10 Business Days 

2. Orders from our China Warehouse(Free Shipping): 

United States: 5-9 Business days

Worldwide: 7-15 Business days

We do everything we can to speed up our shipping times. That's why we will send you an email with your tracking number as soon as possible.

You will receive an email with your tracking number and the courier information after the order has been made and shipped out! To check the status of your order, please visit our Order Tracking page.

Kindly email us within 48 hours as your order has not been shipped yet and is in the production stage. Once the order has been shipped, we cannot make changes to the address.

If your item is in transit to the wrong address:

Don't worry, you can still get your package!, We've gathered some solutions below:

1- Be sure to keep up with your tracking updates.

2- Once your item is in the US. Contact or visit your local USPS (U.S.) or Postal Provider (Other Countries). You will need the tracking number and shipping information, that way you will be able to redirect the package to the correct address or tell them to hold the item once it gets there and retrieve it yourself.

3- If they decline your request. You may have two other options:

- Get in touch with the current residents of the address listed. If you don't know them, or you are in another state by the time this happens, try sending a letter to form an arrangement.

- If possible, try going to the address on the day the package is being delivered (previously explain the situation to the current residents) and collect your package.

Please understand that we are not the shipping provider. Once the order has been shipped, we do not have any control over it and we can only offer customer service retaining to this policy.

Please follow these instructions:

1. Double-checking your mailbox (If owned).

2. Sometimes the order get delivered 1 or 2 days after the scheduled delivery. So we please ask you to be patient.

3. You can call the local post office with your tracking number and ask for a more detailed report on your order.

Shipping Policies:

In the rare event that your package is lost in transit, we will quickly send you another or fully refund you.

We will not accept responsibility if your local postal service has marked your items as delivered and you claim you have not received them. The issue then needs to be settle between yourself and the post office.

We do not accept responsibility if you fail to provide the correct address, and not send us an email with the correct one in the span of 48 hours. Please be sure to double check your address before ordering.

We are here to help. Please send us an email to: support@glowupstore.com or visit our Contact Us page HERE

We will be glad to respond your questions and assist you with any issues you may have!

All jewelry can eventually tarnish, but your best defense is to be vigilant and properly care for your items. At Glow Up, we recommend that you give your gold or silver jewelry a quick clean at the end of the day, using a soft cleaning cloth, to remove any fingerprints or oils that may have accumulated from normal wear.

Once a week, we recommend a more deep clean — use a simply mix of 1/2 cup warm water with a few squirts of mild liquid soap, and let your jewelry soak for three minutes. Then, remove your items, rinse with clean water, and allow the jewelry to dry. That’s it!

For further information on how to properly clean your jewelry, please visit our Personalized Jewelry Care Tips.

You will be able to see useful information on how to clean, safekeep and some recommendations on where to wear and not to wear your jewelry!

Our custom jewelry is handcrafted with high quality stainless steel. 14K Gold plating is available

Pools and jacuzzis are full of chlorine, which can discolor your jewelry if exposed for too long. So play it safe: when you’re stripping down into your bathing suit, take your jewelry off too.

Keep your customised jewelry in a box where it won’t get tangled up with other items or dinged up from too much movement. A jewelry box with a soft felt lining is a great idea, but you can even line a simple shoebox with fabric to keep your items nestled and safe. 

To request a Return, please get in contact with us through our email: support@glowupstore.com.

We will gladly help you with any issue you may have.

All refunds will be credited to the original form of payment. If paid by credit or debit card, refunds will be sent to the card-issuing bank within 3-7 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.