FAQs

Orders

How do I cancel my order?

If you have placed an order and wish to cancel it, you should contact us ASAP through our contact email store@glarses.com.

If your order has not yet been dispatched, we will be able to issue you a full refund. 

Please be aware that we cannot cancel an order that has been dispatched.

In this case, we advise you to either communicate with your local courier to reject the delivery or return the order to us.

See our Refund policy for further details.

I added the wrong shipping address, what should I do?

If you have put the wrong shipping address on your order, please contact us with your order number and provide the correct address ASAP.


If your order has not yet been dispatched we may be able to change the address.


If your order has been dispatched to the wrong shipping address you will have to wait until the order is returned to us after a delivery attempt, this can take 10-15 days.


We strongly advise reviewing all your details before checkout and getting in contact with us to amend any mistakes, as we will not be liable for any orders which have been marked as delivered with the incorrect addresses provided

How do I modify my order?

If you have placed an order and realise you want to modify it, please contact us ASAP through our contact email store@glarses.com.

Please be aware we cannot amend orders that have already been dispatched.

How do I know you have received my order?

After you've completed your order, you'll be directed to the order confirmation page where you'll find your unique order number e.g. (#0001).

Within 30 minutes, you can expect to receive an order confirmation email.

Once our warehouse team has packed your items for shipment, you'll receive a shipping confirmation email, which will include a tracking link.

Please note that it may take up to 24 hours after dispatch for tracking information to update, so we kindly ask for your patience during this time.

In case you don't see these emails in your primary inbox, we recommend checking your junk or spam folders as they might have been mistakenly filtered.

Why was my order cancelled?

We reserve the right to refund orders that are identified by our system as potentially fraudulent.

The primary reason for such cases is when a customer places an order using a proxy internet connection or a VPN. Any orders made through a proxy internet connection or VPN will automatically be flagged and refunded.

What payment methods are available?

The following payment methods are accepted on our website:

  • Visa
  • Mastercard
  • American Express
  • Discover
  • Diners club
  • Maestro
  • Union pay
  • Shop pay
  • Apple pay
  • Google Pay
  • PayPal

Shipping & Delivery

Do you ship to my country?

We aim to offer shipping worldwide, however shipping destinations are limited to our international courier DHL service coverage.

Due to limitations from our courier or ongoing shipping concerns, we have suspended orders to the following countries: Brazil, Colombia, India, Iraq, Israel, Russia, Saudi Arabia, South Sudan, Sudan, Ukraine, United Arab Emirates, and Yemen.

If we are unable to ship to your country, you will be notified at checkout and your purchase will be blocked. 

How do I track my order?

A tracking number will be sent to your email once your order has been processed into our courier system.

Our Tracked services are limited to 49 countries; including the US, UK, Canada, Europe

For more accurate tracking, please check your local courier by inputting your tracking number into their system.

My tracking information says 'delivered', but I haven't received my order.

As we rely on our courier partners to safely deliver your order to you, we have no control over other possible reasons why an order did not arrive in a customer's mailbox. 

In this case, we recommend you check your tracking information on your local postal service website or contact them directly by phone.

Most customers who encounter this issue have found their item either with their neighbour or at their local post office. Once shipped all domestic delivery issues become the responsibility of the local postal service.

Please ensure you entered the correct and complete shipping details when you ordered. We will not be held responsible for packages sent to the wrong address the buyer entered.

If the problem persists please contact our team at store@glarses.com.

How long does shipping take?

The following are estimated shipping times:

UK: 2-3 days

Germany: 3-6 days

Rest of Europe: 6-10 days

USA & Canada: 10-16 days

Rest of the world: 10-30 days

Please note: These shipping times are after your order has been dispatched. They are approximations as shipping can be delayed by National strikes, transit delays and customs.

What does 'delivery failed' or 'unsuccessful delivery' mean on my tracking?

When a courier attempts a delivery but fails, this may be due to several reasons.

Reasons for this may be but are not limited to:

  • Item refused by addressee
  • Incorrect/incomplete address
  • Addressee not available at time of delivery
  • Expired Retention Period - in some countries, receivers are advised to claim their packages at the local post office. If left unclaimed, the parcel will be sent back to our warehouse.
  • Customs Policies, Rules and Regulations

If you experience this issue we advise you to contact your local postal service or visit your local post office for further details.

If your order is returned to our warehouse, we will contact you to arrange a refund or re-shipment.

How is my order shipped?

UK:

Our UK orders are shipped via Royal Mail Tracked 48 with tracking information being sent to you by text or via email at the checkout

International orders:

Our Worldwide orders are shipping DHL Global Mail and DHL Express. Tracking information is limited to selected countries, option for shipping and tracking information can be selected at the checkout.

Disclaimer:

DHL WILL NOT be able to deliver to PO box addresses. Please refrain from using a PO box for your delivery address, as this may lead to both a non-delivery of your order and potential charges for reshipment.

Returns & Refunds

How do I return an order? (United Kingdom)

Our full refund and return policy can be found here.

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Please note that a return order is your responsibility until it reaches us.

If you would like to proceed with your return request please follow the steps down below:

 

UK ORDERS

  1. Please email at store@glarses.com
  2. Enter your email address, order number and full name associated with the order
  3. Provide us with the list of item(s) you would like to return and include a reason for return - include pictures if possible as this will escalate the process.
  4. We will approve your request via email and send you a Royal Mail label.
  5. Place the item(s) you wish to return into a sealed box/bag alongside a piece of paper containing your order number and name (without this we may not be able to identify your return).
  6. Print out your return label and securely apply it to the outside box/bag.
  7. Take your parcel to a local Royal Mail drop-off location - you can find this here.
  8. Once your order has been received, processed and passed our inspection checks, we will process your refund into your original payment method. You will receive an email notification when your refund is being processed.

How do I return an order? (International)

Our full refund and return policy can be found here.

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Please note that a return order is your responsibility until it reaches us.

If you would like to proceed with your return request please follow the steps down below:

International orders

  1. Please contact us at store@glarses.com
  2. Enter your email address, order number and full name associated with the order
  3. Provide us with the list of item(s) you would like to return and include a reason for return. Please include pictures if possible as this will escalate the process.
  4. We will approve your request via email and provide you with a return address.
  5. Place the item(s) you wish to return into a sealed box/bag alongside a piece of paper containing your order number and name (without this we may not be able to identify your return).
  6. Print out your return label and securely apply it to the outside box/bag.
  7. Once your order has been received, processed and passed our inspection checks, we will process your refund into your original payment method. You will receive an email notification when your refund is being processed.

Do you cover return costs?

Unless there is clear evidence of a fault or damage provided through our returns portal or via email before returning the item, we are unable to cover the expenses for returning or exchanging items. It is the responsibility of the customer to bear the costs associated with returns.

How long will my return take?

We aim to process your return within 10 working days after we have received your parcel.

From when your return has been processed it can take up to a further 10 working days for the refund to show up in your account depending on your bank and during drops or holiday periods.

Products

Do you sell keyboards?

Not yet :)

Please Subscribe to our mailing list to get notifications for upcoming product drops.

How do I pre-order?

Any Pre-order item is listed as 'PRE-ORDER' in the product name. A pre-order button will be available to click on these items leading to steps to pay for the item.

You will receive a notification and order number to your provided email address where you will continue to be updates on when your order will be dispatched.

Do you restock your products?

In the event that a product is 'Out of stock', you have the option to visit the product page and receive email notifications when the product is restocked.

Once you receive an email notification about a product being restocked, it is crucial to act quickly as we cannot assure its availability for an extended duration.

Optionally if you would like to receive updates on any new products and general restock, please subscribe to our mailing list.

Is your question not covered in our FAQ?