Returns & refunds
If a piece doesn’t feel right in your home, you can return it. The terms differ slightly depending on where you’re shipping to.
United Kingdom
Days 1–14 — your statutory right
Under the UK Consumer Contracts Regulations 2013, you can return any item for any reason within 14 days of receiving it — even if you’ve simply changed your mind.
You may open the packaging and inspect the item as you would in a physical shop. Under section 34 of the Consumer Contracts Regulations 2013, if the item’s value has been reduced by handling beyond what is necessary to establish its nature, characteristics and functioning (e.g. visible damage from use, missing parts, signs of installation), we may make a proportionate deduction from your refund to reflect that reduction in value.
Refunds are issued within 14 days of receiving the item back, to your original payment method.
If your item arrives damaged or faulty
If your item arrives visibly damaged, with parts missing, or doesn’t match what was advertised, please tell us within 7 days of delivery. Earlier is better — the sooner you flag it, the faster we can resolve it and the easier it is for us to pursue a claim with the shipping carrier.
Under section 20 of the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of delivery. To use that right, email hello@glamourgallery.co.uk with:
- Your order number
- Clear photos of the damage or fault
- A photo of the outer packaging if the box itself was damaged
Please keep the original box and packaging until we’ve confirmed next steps — the carrier may need to inspect them. We cover return shipping on damaged or faulty items and you can choose either a full refund or a replacement. We aim to confirm an outcome within 5 working days.
If you don’t report damage within 30 days of delivery, the statutory short-term right to reject expires and we may no longer be able to refund or replace the item. After 30 days, your remaining remedies under the Consumer Rights Act 2015 (repair, replacement, or partial refund where appropriate) still apply for the next 6 months, but you’ll need to show the fault was present at delivery.
Days 15–30 — our goodwill extension
As a goodwill extension beyond the statutory 14 days, we accept returns up to 30 days after delivery provided the item is unused, in its original packaging, and in resaleable condition. Returns within this extended window may be subject to a 15% restocking deduction to cover handling and listing costs.
Return shipping
Customers cover the cost of return shipping unless the item arrived damaged or we sent the wrong item — in those cases we cover the full cost.
To start a return, email hello@glamourgallery.co.uk with your order number and a brief reason. We’ll reply within a working day with the return address and instructions.
Items not eligible
By UK law, certain items are exempt from the 14-day cooling-off right:
- Custom-made or personalised items
- Sealed bedding, pillows, or other hygiene-sensitive goods once unsealed
- Items damaged by misuse after delivery
None of the above affects your other statutory rights under UK consumer law.
Shipping to the US instead? View US returns policy →
How we make this work
We don’t hold inventory in the way a traditional shop does. Pieces are selected, then shipped from our overseas supplier partners directly to you. This keeps our prices honest and our edit small — but it also means returns are more involved than at a typical UK retailer.
Where the law gives you a right of return, we honour it in full. Beyond that, we’ll always try to find a fair outcome — whether that’s an exchange, a partial refund, store credit, or simply letting you keep an item we can’t practically take back.
Questions
Email hello@glamourgallery.co.uk — we read every message and reply within a working day.