Return & Replacement Policy

Every Glow Tween Collection is a curated surprise, so this policy works a little differently from ordinary retail. Please read the section that matches what you bought.

Monthly Collections

Because each Collection is a personalised surprise selected for your Glow Girl, Collections cannot be returned or exchanged once they have been sent. The contents are chosen by us and revealed on opening, so they are treated in the same way as personalised goods.

This does not affect anything that arrives damaged, faulty or incomplete — see below.

Damaged, faulty or missing items

If any part of a Collection arrives damaged or faulty, or an item listed is missing, email info@glowtween.com within 14 days of delivery with your order number and a photo. We will send a replacement, or refund that item where a replacement is not available. There is nothing to return and no cost to you.

Glow Shop items

Items bought separately from the Glow Shop — bottles, sweatshirts, card sets and similar — can be returned within 30 days of delivery, provided they are unused, unwashed and in their original packaging with tags attached.

To start a return, email info@glowtween.com with your order number. Return postage is paid by you unless the item was faulty or we sent the wrong thing. Once we receive it, refunds are issued to the original payment method within 5 to 10 business days.

Replacements and exchanges

For a different size or colour of a Glow Shop item, return the original as above and place a new order. That way you are not waiting on stock to be reserved.

Membership payments

Returns and replacements are separate from cancelling a membership. If you want to stop future payments, see our Cancellation Policy — cancelling stops future charges and your membership runs to the end of the period you have already paid for.

Questions

If you are unsure which of these applies to you, just email info@glowtween.com and we will sort it out.