Return Policy

Last updated: June 2026

Personalised Products — No Returns

All products sold by Glow Gift Shop are made to order and personalised to your specifications. Under EU consumer law, personalised items are exempt from the standard right of withdrawal.

We are therefore unable to accept returns or issue refunds on personalised products, except in the cases described below.

This applies to all product categories in our store: mugs, drinkware, jewellery, keychains, home & wall decor, clothing, accessories, and photo gifts.

Exceptions — When We Do Accept Returns or Issue Refunds

We will offer a full refund or free replacement if:

The item arrives damaged or defective
The item is incorrect (wrong product, wrong size, or wrong personalisation due to our error)
The item is lost in transit

To be eligible, you must contact us within 30 days of the delivery date at contact@glowgiftshop.com, including:

Your order number
A clear photo of the item showing the issue (for damaged, defective, or incorrect items)

We will respond to your request within 2 business days of receiving it.

Refund Process

If your return or refund is approved:

You will receive a full refund to your original payment method
Refunds are processed within 5 business days of approval
Please allow additional time for your bank or card provider to post the refund (typically 3–10 business days)

Return Shipping

For damaged, defective, or incorrect items, you do not need to return the item — we will send a replacement or issue a refund without requiring the product back.

Non-Returnable Items

The following cannot be returned or refunded under any circumstances:

Items with personalisation errors caused by incorrect information submitted by the customer at checkout
Items that have been used, washed, or altered
Gift cards

Important — Please Check Your Personalisation Details

All our products are made to order based on the information you provide. We are unable to accept returns or offer refunds for errors in personalisation caused by incorrect details submitted by the customer (such as a misspelled name or incorrect date). Please review your personalisation details carefully before placing your order.

EU Consumers — Right of Withdrawal

Under EU Directive 2011/83/EU, the 14-day right of withdrawal does not apply to goods made to a consumer's specifications or clearly personalised. As all our products are personalised, no cooling-off period applies.