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FREQUENTLY ASKED QUESTIONS

How much is delivery?

Standard Delivery is FREE for all orders above £50.  

We offer two delivery options; Standard Delivery and Express. Delivery costs are determined by zone, and a full breakdown can be found below.

Zone Standard Express Weekend
UK £3.95 £4.95 £15
Europe £4.95 £15 -
Rest of World £6.95 - -

You are able to select your preferred method of delivery during the checkout process, and you’ll have the opportunity to check the total order amount including postage & packaging costs before making payment.

How long will my order take to reach me?

Delivery time depends on your zone and delivery method. An estimate is given below for each zone and delivery method.

Zone Standard Express
UK 2-3 business days 1-2 business days
Europe 5-10 business days 2-3 business days
Rest of World

7-10 business days

2-4 business days

 

How can I track my order?

If your order was sent via a track and trace service, you will be provided with a unique tracking code once the order has been dispatched.

How do I qualify for free delivery?

We offer free delivery for all orders above £50. As soon as your order total reaches this threshold, standard delivery will be offered for free upon checkout.

Do you deduct VAT on orders intended for non-EU destinations?

Orders delivered outside of the European Community fiscal zone will not have VAT (UK tax) charged on them. Please do note that depending on your order and country, you may be liable to pay local taxes and duties on receipt of your order.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, and PayPal.

Do you accept payment in other currencies?

Currently we only accept payments in Pound Sterling (GBP).

I can’t access my account, what should I do?

Please double check your email and password. If you have forgotten your password, please request a password reset using the relevant link on the website.

How can I reset my password?

You can do this by clicking on the “Forgot your password?” link on the sign in page. If you continue to have issues, please contact our customer service team, who will be able to manually re-set your password.

I haven’t received an order confirmation, was my order successful?

An email confirmation is automatically sent upon a successful order. If you have not received a confirmation email, please check your Junk folder. There may have been a “time-out” issue at checkout or a dropped internet connection, which prevented the order from being successfully completed.

You can log in to your account and check your order history to see if the order is listed. If you have any issues please contact our customer service team who will be able to confirm the payment and order status.

I forgot to add an item to my order, what can I do to avoid double paying for delivery?

If you have placed an order and realised that you forgot to add an item, the quickest solution is to place a new order for the additional item, and then to email customerservice@kglow.co.uk with both order reference numbers. Provided that we're notified as soon as possible, we should be able to group the orders together and reimburse you for any excess shipping costs back to your card.

My order hasn’t arrived yet.

Please do make sure that you've checked out our delivery guidelines first, which provides information on estimated delivery times. If the estimated delivery date based on this guideline has elapsed, please contact our customer service team (customerservice@kglow.co.uk) for further advice.

My order arrived damaged.

If your order arrives damaged, please email photographs to customerservice@kglow.co.uk as soon as possible, along with any details of leaks, breakages or signs that the packaging has been tampered with. Please retain the product and packaging until the issue has been resolved. 

I’ve received the wrong product, how do I get the right one?

Please email our customer service team (customerservice@kglow.co.uk) as soon as you receive the parcel, along with any relevant photographs where applicable. We'll endeavour to resolve any issues as quickly as possible.

I’ve suffered a reaction to a product.

If you suffer an adverse reaction to a product, please stop using the product immediately and contact our customer service team.

How do I post a product review?

We love to hear your thoughts on the products we curate. You can leave your review and star rating by navigating to the product page and clicking on the "Write a Review" button.

We may edit misuse of language and correct spelling or grammatical errors where needed.