FREQUENTLY ASKED QUESTIONS

ORDERS

• Cancel or amend order

You can cancel or amend your order within two hours of it being placed. After this period, your order is sent immediately to our warehouse for fulfillment and cannot be changed.
To amend or cancel your order, please contact our friendly Customer Service Team for assistance.

• Missing, incomplete, wrong or damaged orders

My order is missing items
If you ordered more than one item it’s likely the goodies you ordered will be delivered separately as they are sent from different warehouses. If the delivery time has exceeded 4 working days, please contact our friendly Customer Service Team for advice.

You have delivered the wrong items
We’re so sorry! We try our absolute hardest to ensure this never happens and we’d like to make it up to you. Please contact our friendly Customer Service Team so we can make things right.

My item is damaged
We’re so sorry! We quality check every item to ensure it arrives to you in perfect condition, it sounds like one slipped through the net. Please contact our friendly Customer Service Team so we can make things right.

• Out of stock items

We’re sorry your item was out of stock. If you have paid by credit/debit card, we’ll process your refund right away, this usually takes 48 hours and will be refunded direct to your card.

DELIVERY

• How do I track my order?

After you placed your order, you would have received your Shipping email. This email contains a link to track your order with our courier company. Click this link, and you’ll be able to see at what stage your goodies are at. We also quote your number within the email to make it nice and clear for you.

If you did not receive this email or you’re unable to use the link to track, we’ll be happy to assist you, please contact our friendly Customer Service Team and we’ll be happy to help.

• When will I receive my order?

Your order will be shipped within 2-4 working days. You can use the link within your tracking email to see exactly what stage your order is at and how long it will take to arrive.

We apologise, we do not offer Same Day Delivery yet but we’re working on it!

• My order hasn’t arrived yet

All items are sent via our partner courier company, who will inform you when your parcel is out for delivery. Please allow 2-4 working days for your order to arrive. You can use the link within your tracking email to see exactly what stage your order is at and how long it will take to arrive.

If you are based outside of the UAE, please allow 5-7 working days for your order to arrive.

• What are the shipping costs?

We love to give the best service to our customers, that’s why shipping costs are FREE for all orders, with no minimum spend, within the UAE.

If you are based outside the UAE, and your order is over 200 AED shipping is FREE. There is a shipping of 60 AED for all orders under 200 AED which will be applied at checkout. Depending on your country, please allow 5-7 working days for your order to arrive.

PRODUCTS

• Are your products genuine?

Absolutely. All our products are 100% genuine and authentic and are covered by the manufacturing guarantee of the item, where applicable.

• How do I find out more information on a product?

If you’d like to know more information or details on a particular item and the product description left you wanting to know more, please contact our friendly Customer Service Team so we can tell you all the information you need.

RETURNS

• How can I return an item?

Firstly, all returns are completely FREE of charge - meaning you never have to worry about additional return costs.
If you’d like to return an item, notify us of your intent within 7 days of receiving your goods by emailing us at [email protected]lombeauty.com.

• Do I have to pay to return items?

Absolutely not. All returns are completely free and we offer a courier service to ensure a safe return to Glombeauty.com.

If you still have questions, you can contact our friendly Customer Service Team so we can advise on any questions you might have.

• What if I receive an item with a manufacturing defect?

In the unlikely case this happens, we offer a full refund or a replacement product - just let us know which you’d prefer. Please contact our friendly Customer Service Team so we make things right.

• What items are not eligible for return?

All Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact

• Can I exchange my items?

Unfortunately we don't offer an exchange service. We will simply issue you with a refund if you have paid with either a credit or debit card, or credit your account with store credit if you paid COD for your order. You can then reorder another product.

• How can I pay?

We like to make it as easy as possible for you, which is why we accept Visa and Mastercard, Visa Checkout and PayPal as well as cash on delivery options.

• How do I apply a discount code?

To use your discount code, simply enter the code in the box when you visit 'your basket'. Please note that you can only redeem one code at a time. Want to redeem another code instead? No problem, all you have to do is remove the first code and add the new one.

YOUR ACCOUNT

• Why should I create an account?

Creating an account not only saves you time when you shop, but also makes purchasing your latest must-have so much simpler. We'll save your details in a secure place for a quick-click checkout, so you only need to enter your information once. Plus, in your account you can view your order history and create a wish list for anything and everything you like the look of.

• How to create an account

That’s easy, just see the top right hand side of our website and you’ll see clear text that says ‘Create Account’. All we need is your name and email address and you’re all set - easy peasy!

• How do I amend my account details?

If you’d like to amend/update any of your details, such as address, name or mobile number, just login to your Glombeauty account and navigate to the ‘Address Book’ section on the left hand side, you can change all your details here.

• How do I see Purchase History?

If you’d like to see your purchase history, just login to your Glombeauty account and navigate to the ‘My Orders’ section on the left hand side. From here, you’ll be able to see every order you have made. To see a full breakdown of a particular order, just click ‘View Order’ next to purchase you’d like to view.