FAQ - Frequently asked questions

How can I pay for my order?

For your convenience, we have prepared convenient and secure payment methods: - fast transfer - fast online payment system, which allows you to make an immediate payment through your bank account. - BLIK - payment by VISA and MasterCard - payment on delivery - deferred payments - Klarna and PayPo.

Does TheGloow.com charge additional fees for payments?

No. There are no additional fees charged.

What are deferred payments in the TheGloow.com store?

Deferred payments are a method by which you can enjoy your purchases on TheGloow.com, and only pay for them after a certain period of time. There are two deferred payment methods available - Klarna and PayPo. In both methods you have, up to 30 days to make payment.

You will make your payment choice in the second step of the purchase process. You will also be asked for the data needed to process the request.

Is my data protected and the payment operation secure?

The security of entrusted data is one of our biggest priorities. We attach great importance to the protection of personal data at every stage of our operations. We have the highest quality technological solutions and system security. The connection to the site is encrypted by SSL protocol key. In addition, customer passwords are encrypted in the database by an algorithm. A team of specialists monitors the system on an ongoing basis so that all operations are carried out safely.

In addition, the Customers' data are secured through data protection provisions in the payment services:

How to place an order?

Choose the products you want to buy and add them to your cart. The whole process consists of three simple steps:

Delivery - choose the delivery method that is convenient for you (Courier, Parcel Machine, DHL Points)
Payment - in this step you make a choice of payment method
Summary - you can still make changes and modifications to your order before placing the order.

Is it necessary to have an account on TheGloow.com to place an order?

No. You can place an order as a Guest. This means that you do not need to register to order products.

However, registering with TheGloow.com gives you many benefits:

checking your order status,
viewing your purchase history,
information about eligible discounts,
participation in TheGloow Club

Can I cancel my order?

All orders go straight to fulfillment, which is why the delivery time is so short. To cancel your order, contact our Customer Service, if the order has not yet been issued to the courier for delivery, we will cancel it for you. Please contact us by email kontakt@thegloow.com or by calling +48 22 250 99 99

How to check the status of a shipment?

You can check the status of your shipment after logging in to My Account at TheGloow.com online store - next to your order number you will find a link to track your shipment along with the waybill number.

Tracking of the shipment is also possible through emails sent at each stage of order processing.

Information on the status of your order can also be provided by TheGloow.com Customer Service:

Tel. +48 22 250 99 99

E-mail: kontakt@thegloow.com

Business Hours: MON-FRI: 9:00 A.M. - 5:00 P.M.

What courier companies carry out shipping of orders and what is the cost of shipping?

Shipping of ordered products is carried out by the following courier companies:

DHL,
InPost.

For orders over 300zl shipping is provided free of charge. Below this amount, the cost of delivery by:

courier DHL - 20zl,
Inpost Paczkomaty 24/7 - 19zł
DHL POP points and vending machines - 19zł
PickPack - 30zł
courier DHL (COD) - 22zł

At what times do couriers deliver shipments?

Couriers deliver parcels on working days 8:00 A.M. - 5:00 P.M. . If it is not possible to receive a parcel during courier working hours, please contact the courier company directly:

DHL phone number: (42) 6 345 345, Monday - Friday 7:00 A.M. - 20:00 P.M., Saturday 8:00 A.M. - 4:00 P.M.
InPost phone number: +48 722 444 000, Monday - Friday 7:00 A.M. - 10:00 P.M., Saturday 8 A.M. - 10:00 P.M.

You can track the status of your order by logging into your account.

What if the received shipment is damaged?

At the time of delivery, please carefully check the package in the presence of the courier, for any damage. If you find any damage, please make a damage report with the courier and immediately contact Customer Service by email: kontakt@thegloow.com.

If the shipment is received without prior inspection, and it has damage, contact the courier company as soon as possible to report the damage and the desire to make a damage report. When the courier arrives, the protocol should be drawn up with him, marking all the details and accepting the final version of the protocol. Contact to courier companies:

DHL phone number: (42) 6 345 345, Monday - Friday 7:00 A.M. - 20:00 P.M., Saturday 8:00 A.M. - 4:00 P.M.
InPost phone number: +48 722 444 000, Monday - Friday 7:00 A.M. - 10:00 P.M., Saturday 8 A.M. - 10:00 P.M.

Each parcel that is sent by TheGloow.com is insured.

Who bears the cost of returning the product?

In the case of returning the goods, the cost of courier delivery is borne by the customer. Before making a return, please register the return in our system.

How is the refund made?

Upon successful completion of both the return procedure and an accepted complaint, the refund is made within 14 days - according to the payment method for the order. However, refunds to credit or debit card accounts can take up to 30 days depending on the card provider and your bank's terms and conditions.

Can I return purchased products?

Yes. You can return any product within 14 days of receiving your order. To do so, register the return in our form. Remember that the goods must be neither damaged nor opened - they must have the original packaging.

How to make a complaint about the purchased products?

Any product purchased from TheGloow.com can be claimed within 24 months from the date of purchase.

Instructions for filing a claim:

Print and fill out the complaint form. Attach the form to the advertised product,
Please protect the advertised product carefully, and put the information "Complaint Department" on the package,
Send the product yourself with the complaint form to the following address:
1. Dział Zwrotów THEGLOOW.COM
  DTW Logistics Fulfillment Center
  Sochaczewska 98C,
  05-870 Błonie-Wieś
  With an annotation of the order number e.g. xxxxxxxxx

Any information about the complaint process you will learn by contacting TheGloow.com Customer Service at the e-mail address reklamacja@thegloow.com.

What do I gain by creating an account on TheGloow.com?

Creating an account at TheGloow.com allows you to, among other things:

check your order status,
viewing your purchase history,
information about discounts you are entitled to,
participation in TheGloow Club.

What should I do if I forgot my My Account password?

If you have forgotten your login password, use the ""Remind Password"" option. Enter your e-mail address, to which you will automatically receive a reply with instructions on how to change your password.