Frequently Asked Questions

Welcome to Glowr's FAQ page. Here you'll find answers to common questions about our lighting products, orders, delivery, payments and returns.

If you need further assistance, email us at glowrretail@gmail.com.

Orders

How do I place an order?

Browse our lighting collections, select your preferred product and any available options, then add it to your shopping bag. Follow the checkout instructions to enter your delivery details and complete your purchase.

Will I receive an order confirmation?

You should receive an order confirmation by email after placing your order. Please check your spam or junk folder if it does not appear. If you still cannot find it, contact us with the details of your purchase.

Can I change or cancel my order?

If you need to change or cancel an order, email glowrretail@gmail.com as soon as possible and include your order number. We cannot guarantee changes once an order has been processed or dispatched. Your statutory cancellation rights remain unaffected.

Products and Lighting

How do I choose the right light for my room?

Consider the room size, ceiling height, intended use, brightness requirements and the style of your existing décor. Pendant lights can work well above dining tables, while table lamps can create softer ambient lighting. Always check the product dimensions and specifications before purchasing.

Do your lights include bulbs?

Bulb inclusion varies by product. Please check the individual product description for details about whether a bulb is included and which bulb type is compatible.

How can I check the dimensions of a light?

Product dimensions and specifications should be listed on the relevant product page. Please review these details carefully before placing your order. If information is missing, email us for assistance.

Can I install the lights myself?

Installation requirements vary by product. Follow the manufacturer's instructions and applicable safety requirements. Mains electrical installations should be carried out by a suitably qualified professional where required or appropriate.

Are your lights suitable for outdoor use?

Only products specifically identified as suitable for outdoor use should be installed outdoors. Check the product's stated IP rating, installation requirements and environmental suitability before purchasing.

Delivery

Do you deliver across the UK?

Delivery availability depends on the product and destination. The available delivery options will be shown at checkout.

How much does delivery cost?

Applicable delivery charges will be displayed during checkout. Any promotional free-delivery offer will be subject to the terms shown on our website.

How long will my order take to arrive?

Estimated delivery times will be provided at checkout or communicated before you complete your purchase. Processing and delivery times can vary depending on product availability and destination.

How can I track my order?

Where tracking is available, we will send tracking information by email after dispatch. If your order is delayed, contact us with your order number.

What should I do if my parcel arrives damaged?

Email glowrretail@gmail.com with your order number and a description of the damage. Photographs of the parcel and product can help us assess the issue. We will advise you on the next steps in accordance with your rights.

Payments

Which payment methods do you accept?

The payment options supported by Glowr will be displayed at checkout. Available methods depend on our payment provider configuration.

Is my payment information secure?

Payments are processed through the payment services available on our Shopify checkout. Never send your full payment card details or security code to us by email.

Will I be charged in pounds sterling?

Our store is intended for UK customers, and prices should be displayed in GBP (£) where configured. Please check the currency shown at checkout before paying.

Returns and Refunds

Can I return an item if I change my mind?

For most online purchases, UK consumers have a legal right to cancel within 14 days of receiving the goods. You generally then have a further 14 days to return them after notifying the retailer. Some legal exceptions apply. Please read our Returns & Refund Policy for details.

What if my light is faulty?

If an item is faulty or does not match its description, contact us at glowrretail@gmail.com. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy under UK consumer law.

How do I request a refund?

Email us with your order number and the reason for your request. We will explain the appropriate return or refund process. Refund timing and eligibility depend on the circumstances and applicable law.

Who pays for return postage?

For change-of-mind returns, return postage may be your responsibility if this was explained before purchase. For faulty or incorrectly supplied products, we will handle return costs in accordance with applicable law.

Customer Support

How can I contact Glowr?

You can reach us by email at glowrretail@gmail.com. We provide customer support by email only.

What are your opening hours?

Our customer service hours are Monday to Friday, 9:00 am–5:00 pm UK time. We are closed on Saturdays and Sundays. Public holiday availability may vary.

How quickly will you reply?

We aim to respond during our normal business hours. Response times may vary during busy periods.

Still Have Questions?

We're happy to help.

Email: glowrretail@gmail.com

Glowr Customer Support
Monday–Friday, 9:00 am–5:00 pm UK time.