SHIPPING & RETURNS

We are delighted to provide you with excellent service by offering speed and flexibility for delivering and returning your orders. On this page, you'll find all the information about delivery and returns.

Shipping Policy

Do you live near our store or a PostNL pickup point? Choose the convenience of self-pickup. You can have your order sent to the GlowCity store for free. Depending on stock availability, it may even be ready for pickup the same day.

You can also pick up your package at a PostNL point. Orders sent to a PostNL point can sometimes be collected the next day. You will receive a Track-and-Trace code with more information about your order.

Note: When picking up your order, you must present a valid ID. For pickup at the GlowCity store, you also need to show the invoice, which you can present digitally.

GlowCity Shipping Policy

Orders with a value over €75 (excluding VAT) are shipped free of charge within the Netherlands. For orders under €75 (excluding VAT), the shipping cost is €6.95 per order. Alternatively, you can pick up your package for free at our store.

Carriers

GlowCity works with various carriers, including PostNL. Using the carrier's Track-and-Trace system, you can see exactly when your order will be delivered.

Order today = shipped today. Place your order on weekdays before 4:00 PM, and we will ship it the same day. Orders placed after 4:00 PM on Friday will be shipped on Monday.

Note: During busy periods, such as December holidays (Christmas and New Year's Eve) and spring holidays (Easter, King's Day, Ascension Day, Liberation Day, etc.), delivery times may vary for all carriers.

Additionally, many postal services, such as PostNL, no longer leave notes in the mailbox. We recommend downloading the relevant carrier's app to stay updated.

Return Policy

What can you return?
Unopened and unused products can be returned within 14 days without giving a reason.

What cannot be returned?

Sale items
Hygiene products
GlowCity Gift Cards
Training sessions
In-store purchases cannot be returned online.

Damaged or incorrectly delivered items may be returned. Returned items that do not meet the specified quality standards will not be accepted.

Return & Exchange Policy

Want to return a product? You can do so within 14 calendar days of receiving your order. Please note: Opened and used products, as well as sale items, hygiene products, and GlowCity Gift Cards, cannot be returned.

Steps to return products:

Send an email to Bookings.glowcity@gmail.com with your order number and the reason for the return.
We will respond to your return request as soon as possible via email.
After approval of your return request, pack the product securely with the original invoice and send it to:
GlowCity
Nieuwe Binnenweg 133C
3014 GJ Rotterdam

The purchase amount (or part of it*) will be refunded to your account within seven working days of receiving your return.
*Dependent on the condition of the returned product.

Good to know:

Return shipping costs are your responsibility.
Return items in their original packaging and box (or a comparable box). Items can also be returned to our physical GlowCity store. Be sure to include the six-digit order number/reference number with your return.
If a product is damaged or not returned in its original state, a replacement product will be provided. Refunds are not possible in this case.
Packages can get lost in transit. We recommend sending your return package with a tracking option for added security.

Ensure that the items reach us within 14 days of your return request to ensure a smooth process!

NEED HELP?

Send an email to Bookings.glowcity@gmail.com We are happy to assist you!

Unsatisfied with GlowCity's Return Decision?
If you are dissatisfied with how a return was handled, we are here to listen and explain our decision.

You can share your complaint via email. We will respond to your email as soon as possible, within seven working days at the latest.

Refund Policy

If you paid with iDeal, credit card, Klarna, or PayPal, the purchase amount will be refunded to your account within 14 days. If you paid with a GlowCity Gift Card, the refund will also be issued as a GlowCity Gift Card. The 14-day period begins when you receive the return confirmation.

Warranty

Shipping costs for returns will be refunded if an item is damaged, delivered incorrectly, or otherwise not as expected. Please email your proof of postage to receive reimbursement.

All products purchased from us come with a statutory warranty. As a GlowCity customer, you are entitled to a quality product. If an item does not meet your expectations, please contact us, and we will find a solution together.