FAQs

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

Yes.

We ship from Hong Kong.

Because we process orders as quickly as possible, change or cancellation requests must be made within 12 hours of placing your order. Any requests made after this window will be declined. Your order can be returned for a full refund once received.

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

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

Due to high demand, it can take 1-2 weeks for your order to arrive.

If you don't receive your order within 30 days of shipping, you are entitled to a full refund.

The prices shown on our website are in euros and do not include taxes, which means you may need to pay customs duties and taxes once you receive your order. Import duties, levies, 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 covered by us. 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.

Please contact us at info@shopglowana.com.

Please contact us if you've received merchandise that is wrong, incomplete, and/or defective. Please provide your order number, photos of the item(s), and any relevant information as soon as you receive your package. We will do our best to resolve your concern as quickly as possible.

All refunds are 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 receiving the returned item or cancellation request. If you have questions about when the credit will post to your account, please contact your card-issuing bank. If you still haven't received your refund, here's what to do: contact your bank/credit card company. It may take some time before the refund is officially posted to your account.