FAQs

How can I contact Shopglowana?

You can contact us at info@shopglowana.com where our customer service team will be happy to help you with anything you need!

Do you ship worldwide?

Yes.

Where do you ship from?

We ship from Hong Kong.

Can I change or cancel my order?

Because we process orders as quickly as possible, you must request changes or cancellations within 12 hours of placing your order. All requests after this deadline will be rejected. Your order may be returned upon receipt for a full refund.

Which payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow additional time for your order to be processed during holidays and special offers. We process orders from Monday to Friday. Orders are processed within 1-3 business days from the order date and shipped the day after the processing day. Please note that we do not ship on weekends.

How long does it take to receive my order?

Due to high demand, your order may take 1-2 weeks to arrive.

What if I don't receive my order?

If you do not receive your order within 30 days of shipping, you are entitled to a full refund.

Will I be charged customs duties and taxes?

The prices displayed on our website are in euros and do not include taxes, which means you may have to pay customs duties and taxes once you receive your order. Import duties, taxes and related customs fees may be charged once your order reaches its final destination, and these fees are determined by your local customs office. Payment of these fees and taxes is your responsibility and is not our responsibility. We are not responsible for delays caused by the customs department in your country. For further details on fees, please contact your local customs office.

How do I return an item?

Please contact us at info@shopglowana.com .

What if the items I received are defective/incorrect/damaged?

Please contact us if you have received goods that are incorrect, incomplete and/or defective. Please include your order number, photos of the item(s) and all relevant information once you receive your package. We will do our best to resolve your concern as quickly as possible.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or cancellation request. If you have any questions about posting the credit to your account, please contact the card issuing bank. If you have not yet received your refund, you should do the following: Contact your bank/credit card company. It may take some time for the refund to post to your account.