Returns information

At Glowrias we want all our customers to be delighted with their orders!

So, if for any reason you are not completely satisfied with your purchase, you can send it back to us and choose another product instead! All of this without prejudice to the provisions of the Conditions of Sale of our website.

EXCHANGE AND RETURN FEES

Returns Spain Peninsula / Portugal: €4.99

Balearic Islands Returns: €5.99

Returns Surprise Boxes Spain Peninsula and Portugal: €7.99

Returns Europe: between €14.99 and €18.49 depending on the country of residence.

Returns to Malta, Cyprus and the United Kingdom: between €32.99 and €37.99 depending on the country of residence.

Returns to the Canary Islands, Ceuta and Melilla: The return or exchange is the responsibility of the customer through the transport agency of their choice. Gloria´s Clothing SL will not be responsible for customs costs.

International Returns outside Europe: Returns are not accepted

RETURN CONDITIONS

These conditions apply to home deliveries and in-store pickup. The maximum return period is 15 days.

For your return to be accepted, the following conditions and instructions must be met:

1. To request a return, you must access the “start a return” section of the website and choose the reason for the return. In the case of a surprise box, choose the reason SURPRISE BOX.
2. Once you have requested the return, you will be able to download the return label.
3. Items must be sent within 7 calendar days from when you download the return label. The cost of the return is the responsibility of the customer and will be deducted from the coupon/store credit. The STORE CREDIT has a duration of 1 year from when the return is sent to GLOWRIAS.
4. Items purchased in a physical store can only be returned or exchanged in a physical store according to the conditions of the establishment.
5. Customer returns that are not received at our headquarters without proof of receipt of the package will be the responsibility of the customer. Therefore, the return will not be valid.
6. Items must be returned in the same condition as they were sent. Unworn, unwashed, with all tags attached and in perfect condition (no tears, stains or odors) and with the original packaging intact (e.g. shoe boxes, etc.).
7. The supply of sealed goods (cosmetic products) that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery cannot be valid for exchange or return . Face masks cannot be returned.
8. Bodysuits cannot be returned. Swimsuits, trikinis, bikinis and accessories cannot be returned either.
9. Accessories (earrings, belts, etc.) cannot be returned.
10. Once we have verified that the merchandise is in perfect condition and correctly labelled, we will send you a store credit voucher for the value of the returned items minus the cost of the return to the email address with which the purchase was made. This store credit voucher can only be used by a customer with that email address. It does not expire and you can use it in one or several purchases until you spend the amount you have available on the website. This process can take 2 days.
11. Home pick-up service is not available.
12. In the event of an incident with the order (defective product, packaging error, etc.) you have two calendar days from the day of delivery to inform us via email to: pedidos@glowrias.com. If this is not done, the return cannot be accepted. The procedure will be to send (free of charge) the same product in perfect condition. If the item is not available, a coupon will be provided.

In the event that the order sent to the customer by the contracted transport agency is lost, a new shipment of the products or a coupon/store credit for the amount paid will be made.

NOTE: Our team will review whether the return has met all of these conditions listed above before issuing a coupon. Glowrias reserves the right to refuse a return if these conditions are not met. In such a case, you will be notified via email that your order is not eligible for return and the package will be returned to the sender.

RETURNS IN CAMPAIGNS AND PROMOTIONS

All orders placed during a promotional period, campaign, etc. that have a detail must be returned with the same corresponding detail unused. Partial returns of the order will not be accepted.

RETURNS OF SURPRISE BOXES AND PACKS

The return conditions are the same as those detailed in the return conditions; partial returns of the order will not be accepted.

In the case of a return, the customer must send the entire box with all the items included in it in perfect condition, new, unused, with their labels or seals. Partial returns of the surprise box or surprise pack are not accepted .

The cost of returning Surprise Boxes in Spain and Portugal is: €7.99

If any of the items do not retain their original labeling, their return will not be accepted.

RETURNS OF ONLINE ORDERS NOT COLLECTED BY THE CUSTOMER

All orders that are not collected by the customer from the offices assigned by the carrier within the indicated 15-day period will have the order returned to our facilities . After this time, no further claims will be accepted and the order will be declared void without the possibility of a refund of the amount or merchandise. If you request a new shipment of the same order , the amount of the return cost will be charged or deducted according to our rates from the corresponding credit/coupon. from the store or by bank transfer or card and the costs of the new shipment according to our shipping rates .

ORDER CANCELLATIONS

Orders purchased between 0:00 and 17:30 on the same day will have 1 hour to cancel.

All orders placed between 17:30 and 00:00 on the same day will be subject to cancellation on the same day until 23:59 on the same day. After the day of purchase, the order cannot be cancelled.

CANCELLATIONS OF SURPRISE BOXES AND PACKS

Surprise boxes, being special products, can be cancelled until 11:59 p.m. on the same day of purchase.

DEFECTIVE PRODUCT

We are very sorry to hear that you received an item with a factory defect. This is not common, as one of our processes is to thoroughly check the items before they are sent. If this has happened to you, we will replace the item with another one that is in perfect condition.

You have 48 hours (2 days) to let us know. Send an email to pedidos@glowrias.com indicating what happened, the order number and attaching photos showing the defect in the garment.

We will provide you with a label to make the return and you will have to take the package to the nearest Post Office. Once it arrives and the conditions have been met, we will issue a replacement for the same item, within a period of no more than 15 business days. In this case, Glowrias will assume the shipping costs of the replaced item.

If you prefer another item or to return it, this will be managed as a return, with the costs that this entails.

IN-STORE RETURNS

In-store returns are not accepted for orders "picked up in store" or "shipped to the customer's home."

Pick-ups will be available in store 15 business days from the "email confirmation to the customer that they can pick up their order in store". After these 15 business days, the order will be sent to the warehouse for sorting and the customer must pay the shipping costs to their home address. 

CHANGES IN STORE

Size changes and items of the same or higher value are accepted in store for orders "picked up in store" or "delivered to the customer's home", by previously sending an email to pedidos@glowrias.com with the order reference number, item and size to be changed. Once received, the customer will be informed when they can go to make the change to reserve the item. This process can take 3-4 days.

LOSS OF ONLINE ORDERS BY THE CARRIER

We regret that sometimes losses occur due to transporters for which Gloria´s Clothing SL is not responsible. An incident will be requested from the carrier, which may take 20 business days until it is resolved. If the carrier has declared the shipment lost in the resolution, the package will be sent back to the customer at no additional cost. In the event that the customer does not wish to receive the order again, a coupon or store credit will be generated as compensation, even if GLOWRIAS is not responsible for the loss.

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Legal right to withdraw from the purchase Right of withdrawal

If you are contracting as a consumer and user, you have the right to withdraw from this contract within a period of 14 calendar days without the need for justification. The withdrawal period will expire 14 calendar days after the day on which you or a third party indicated by you, other than the carrier, acquired material possession (date of purchase) of the goods or, in the event that the goods that make up your order are delivered separately, 14 calendar days after the day on which you or a third party indicated by you, other than the carrier, acquired material possession of the last of those goods. To exercise the right of withdrawal, you must notify GLOWRIAS by writing to us at pedidos@glowrias.com of your decision to withdraw from the contract using the following form, which constitutes an unequivocal declaration of the same.

To meet the withdrawal deadline, it is sufficient for you to send your communication regarding your exercise of this right before the withdrawal deadline expires.

In the event of withdrawal on your part, we will refund all payments received from you, including those relating to the delivery of the least expensive delivery method available (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive ordinary delivery method offered by us) without undue delay and, in any case, no later than 15 calendar days from the date of purchase, you must inform us of your decision to withdraw from this contract. We will proceed to make said refund using the same payment method used by you for the initial transaction. If the consumer withdraws from the purchase, he must assume the return shipping costs. Notwithstanding the foregoing, we may withhold the refund until we have received the goods, or until you have provided proof of the return of the same, depending on which condition is met first.

Returns without prior communication or without complying with the conditions set out in our Returns Policy will not be accepted.

Once you have verified that your return complies with all the established requirements, you must return or deliver the products directly to us via courier, without any undue delay and, in any case, within a maximum period of 15 calendar days from the date on which you notify us of your decision to withdraw from the contract. The deadline will be considered to have been met if you return the goods before the deadline has expired.

Unless you return the goods to our physical store (if enabled in the WEB store), you must assume the direct cost of returning the goods. You will be responsible for any decrease in the value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods. You are also responsible for returning the product to us in the same condition in which it was sent by us.

The following goods are excluded and cannot be returned by legal obligation: Sealed goods that have been unsealed after delivery and that ARE NOT SUITABLE FOR RETURN for reasons of health or hygiene (swimsuits, bodysuits, costume jewellery, sunglasses, etc.). Goods subject to reservation or advance purchase (the user has specified his/her wish to have a product that is out of stock and discontinued made for him/her).

You will also lose your right to withdraw if the goods are not in the same condition as when they were sent. This means: used, unlabeled, worn products.

XV.II. Contractual right of returns

The private returns policy can be found in the returns policy section of our website and can be consulted there. All of this, without objection to being able to use the right of withdrawal that the law recognizes to the consumer.