Legal
Shipping & returns
Where it goes, how long it takes, and how to send it back.
Last updated 17 August 2026
Delivery
| Where | United Kingdom |
|---|---|
| Cost | Free |
| Estimated time | 6 to 14 days from dispatch |
| Tracking | Emailed to you when the parcel is first scanned |
| Maximum | 30 days from the date of the contract, as required by law |
Delivery estimates are estimates. If your parcel has not arrived within 30 days of your order you may cancel and we will refund you in full.
We currently ship to UK addresses only. If your order will not fit through the letterbox the carrier will leave a card or attempt redelivery.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive the goods. You do not have to give a reason.
To cancel, tell us clearly before the 14 days are up. Email hello@glowtheory-skincare.co.uk, or fill in our model cancellation form. A message saying you want to cancel is enough — the form is optional.
After cancelling you have a further 14 days to send the goods back. We will refund you within 14 days of receiving the goods back, or of you showing proof of postage, whichever comes first. The refund goes to the payment method you used.
We refund the price of the goods and the standard outbound delivery cost. If you chose a faster delivery option, we refund the standard cost only. You pay the cost of returning the goods to us, unless the item is faulty or not as described.
You may handle the goods as you would in a shop. If you reduce their value by handling them more than that, we may deduct the loss from your refund.
Our 90-day promise
Beyond the statutory 14 days, we give you 90 days from delivery to send the mask back for a full refund of the purchase price if you simply do not get on with it. Return postage on a change-of-mind return after day 14 is yours to pay. We do not charge a restocking fee and we do not ask for a reason.
The mask must come back complete — mask, remote, cable and manual — and in a condition we could reasonably resell or refurbish.
Faulty or not as described
Under the Consumer Rights Act 2015:
- Within 30 days of delivery — you can reject the goods and get a full refund.
- Within six months — we will repair or replace. If that fails, you can get a refund, which may be reduced to reflect your use of the product.
- Up to six years (five in Scotland) — you may still have a claim if the fault shows the goods were not of satisfactory quality when supplied.
We pay return postage on anything faulty. Email hello@glowtheory-skincare.co.uk with your order number and a short description, and a photo if the fault is visible.
How to return something
- Email hello@glowtheory-skincare.co.uk with your order number and whether you are cancelling, using the 90-day promise, or reporting a fault.
- We reply within one working day with the return address and any instructions.
- Pack the mask so it survives the trip. Use a tracked service — until it reaches us it is your responsibility, and without tracking neither of us can prove where it went.
- We refund within 14 days of the goods arriving, or of proof of postage.
Batteries
The mask contains a lithium battery. Do not put it in your household bin at the end of its life. Return it to us or to a local WEEE collection point.
Questions
Email hello@glowtheory-skincare.co.uk. One working day, Monday to Friday.