Returns and Exchange

If you wish to arrange a return or exchange, or have any questions regarding our returns policy, please contact us at info@theaglow.com.  Returns and exchanges are accepted upon written request within 14 days of receiving your order, quoting your order number.

 

Eligible for return

To ensure your item is eligible for return it must be unworn, with no signs of wear or damage and it is in its original condition and packaging. We don't accept returns for engraved products or individual products in sets. The products must be returned as a set to be eligible for a refund.

 

Non-Returnable Items

In accordance with UK hygiene regulations, we are unable to accept returns for earrings or jewellery that was used for piercing. Additionally, sale items and gift cards are non-refundable. Please make sure that the item isn't marked as "Clearance" or "Non-Returnable" on the product page, unless faulty. 

 

Fastest Way to Exchange
The fastest way to exchange an item is to return your original purchase. Once your return is accepted, you can place a new order for the desired item.

If you require a size exchange, please contact us, and we will arrange this for you. Please note that if the replacement item is not in stock, it may take up to 14 days for production.

 

Damaged or Incorrect Items

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect, so we can evaluate the issue and resolve it as quickly as possible. Customer satisfaction is our top priority, and we are committed to ensuring any issues are resolved promptly.

 

Preparing your return parcel

For all returns to Théa Glow Jewellery, we strongly recommend packaging the item securely using sturdy packaging (e.g., a box or the original packaging) and sending it via a tracked and insured service that covers the full value of your order. Théa Glow Jewellery cannot be held responsible for any items lost, stolen, or damaged in transit, as this remains the customer’s responsibility.

 

Please include the dispatch note received from the original delivery. If it is not possible to include this, please include a note within the parcel detailing your order number.

 

Return Postage Cost

If you change your mind or request an exchange, return postage costs will be your responsibility. In the rare event that an item is faulty, we will provide a prepaid postage label for its return. As a small business, we are unable to offer free returns in all cases.

 

Refunds
Once we receive and inspect your return, we will notify you regarding the approval status of your refund. If approved, the refund will and can only be credited to the original payment method used for the purchase.

 

Refunds will be processed within 20 business days of receiving the returned item. Please note that banks and credit card providers may take additional time to process and post the refund to your account.

 

Bundles

For bundle purchases, if you return one or more items, the bundle pricing is no longer valid.