Store Policy

International Buyers – Please Note: 

Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchase/delivery. For more information on shipping click here

How long will it take to receive my order?

We make all of our pieces by hand, and do our best to turn orders around as quickly as possible, typically within
3-5 working days. If you need something by a specific date or would like to expedite shipping, please make sure to email us before purchasing at glowelements@gmail.com. We will always do our best to accommodate your requests and we appreciate your understanding and patience.

Does the jewellery come in a box?

Yes, each item is packaged in a black box and is ready for gifting.

What is the return policy? 

If you are not fully satisfied with your purchase, items can be returned for a refund within 14 days of receipt. If you need to return any goods for any reason, you can do so providing the item(s) are still in new condition in all of their original packaging and all labels are present. Please note that earrings cannot be returned unless faulty, for reasons of hygiene. You will receive a refund for the value of the item(s), we will only refund postage if the item is faulty. Please include a detailed note with your name, email address and invoice number. For your protection, please pack your returns in the original packaging, return your order with an insured courier and retain your receipt. Glow Elements is not responsible for items damaged or lost in transit.

If you would like to make a return please email us at glowelements@gmail.com.

Can I cancel or amend an order?

Unfortunately once an order has been sent for delivery we are unable to change or amend it. If you have changed your mind about your order then please contact us as soon as possible at glowelements@gmail.com. If the order has already been shipped it will not be possible to amend or cancel the order and you will need to go through the returns process.

What Type of Warranty do you offer?

Each Glow Elements jewellery piece is guaranteed for 6 months under normal conditions of wear and tear. Glow Elements products are covered for this period of time against any manufacturers defect in material or workmanship but it does not cover neglect or abuse. Items should never be altered by a third party. Items that are altered by a third party and not directly by Glow Elements cannot be guaranteed. We strive for perfection within our workmanship, and as with any delicate artistic creation, care must be taken to insure years of enjoyment. We are committed to providing you, our treasured customers with the best service possible. Our primary goal is to satisfy you and make your online buying experience as pleasant as possible. The loss/ theft or damage of any item is not covered under warranty, and should be covered under your Home Owners Insurance policy. Please contact your insurance company for more information regarding your policy limits and requirements. 

If you would like to get any piece repaired please contact us directly as we are always happy to help. You can contact us by emailing glowelements@gmail.com

Can I return a gift?

If the item was given to you as a gift and it was purchased directly from our website, it may be exchanged for another item of equal or greater value - if the latter option, then the remainder value of the item must be paid. Please ensure that the item is returned to us in new and re-saleable condition within 14 days from the delivery date of your order. You do not necessarily have to tell the sender that you want to exchange it. As long as you retain all of the original packaging and you can provide us with the sender’s name, we can exchange the item. Please be aware that we cannot issue refunds to anyone other than the original purchaser, and we cannot exchange items that were not purchased directly from Glow Elements.

What is your repair policy? 

With careful handling and correct storage you will prolong the life of your jewellery pieces. Glow Elements offer a restringing service for broken items providing all of the beads are present and only the cord needs replacing. We may not be able to repair certain One-Of-A-Kind pieces if components needed to repair them are unavailable. Items less than 6 months old are repaired for free if it is solely due to manufacturer fault. Older items or broken/damaged pieces will incur a £15 charge. Please be aware that there is a lead time of around 6-8 weeks for this service as all of our jewellery is carefully hand-crafted, but your item will be returned to you as good as new. Please contact us to request a repair. We repair designs purchased through glowelements.com.

How do I care for my jewellery? 

Each piece of our jewellery is hand-crafted and therefore delicate. Please use appropriate care to enjoy our jewellery for a long time. All of the stones we use are genuine semi-precious gemstones, therefore they may vary in shape, size and colour. Inclusions can be seen in natural stones and is considered a part of their beauty. Most gemstones do not stand the force of cleaning agents, polishing cloth or ultrasonic cleaners.
 

  • Perfumes, hairspray and creams can dull the finish of your stones, or potentially damage/tarnish any metals, so please avoid any direct contact. Please wait until body cream or perfume has dried completely before putting on your jewellery.

  • Immersion in water or contact with chemical solutions or cleaning agents can likely damage the surface of your stones. Instead, please clean using a soft dry cloth.

  • Do not clean using any form of tissue paper or scratchy materials, as this can mark or damage the surface of the stone or metal beads used.

  • When you are not wearing your jewellery, please make sure to store it in the pouch that is provided with each purchase, and be aware that prolonged direct sunlight can affect the colour of the gemstones - it is advised to not keep items in such conditions or extreme temperatures.

  • As with all coated metals, brass and any other silver, rose gold, copper, or gold plated metal will fade over time. Following this advice will help to prolong the life of your jewellery.


 

How do I take safety precautions with Candles and Wax Melts?

  • To prevent fire and serious injury, burn candle within sight. Never leave a candle unattended.

  • Keep candles away from drafts and vibrations.

  • Keep out of reach of children and pets.

  • Never burn candle on or near anything that can catch fire. 

  • Trim wick to 5mm before lighting.

  • Keep candle free of any foreign materials including matches and wick trimmings.

  • Only burn the candle on a level, fire resistant surface.

  • Do not burn the candle for more than 4 hours at a time.

  • Allow Candle to pool fully on the first burn (burn for approx 1-2 hours) to prevent tunnelling.

Failure to follow the candle safety measures can result in serious injury or worse. We urge all of our customers to take the utmost of care when lighting and using candles, and to keep candles and wax melts away from children and pets. Failure to comply with safety precautions is solely the responsibility of the customer. Glow Elements holds no liability for customer misuse or failure to follow safety instructions.

Can I replace a lost earring? 

Yes. If the style is in stock you may purchase a half pair. We make all pieces by hand and, as a result, certain styles can vary slightly in size. In some cases, we will ask you to send the mate to us (at your cost) so we can match it for you. Some styles are produced as one-of-a-kind unique pieces and therefore may not be available at the time of the request, however you may get in touch with us to see if it can be matched. The cost for one earring is half of the cost for the pair.


 

The items in my order arrived damaged, what should I do?

Should you for any reason receive an item that is not in perfect condition, please contact us within 24 hours of receiving at glowelements@gmail.com and we will arrange a replacement or refund for you once we receive the damaged item back.


 

How much does delivery cost? Can I ship abroad?

Yes, we ship in the U.K and abroad. Please note that the shipping costs will vary and Glow Elements is not responsible for any additional costs that are not included in the item price or shipping cost, such as import duties, taxes, and charges. These charges are the buyer's responsibility.

For more information on our delivery and shipping options please click here

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Glow Elements Ltd | United Kingdom

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