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Refund policy

Returns


We hope that you are happy with your purchase from Glow Mansion. However, if this is not the case, we will refund an item you are unhappy with, within 14 days of receiving your order. The item must be in a re-saleable condition.​

 

Tarnishing or discolouration caused by exposure to chemicals, perfumes, bleaching agents, heat, or regular wear is not considered a defect. Please refer to our jewellery care guide for tips on how to maintain your pieces.

Refunds and Returns

  • Please be aware that processing refunds may take up to 10 days once we receive the returned item. If you discover any defects with your purchase, notify us within 24 hours of receipt.

  • Items offered as free gifts during promotions must be included with any returns. If not returned, the value of the free item will be deducted from your refund.

  • Customised items and earrings cannot be returned or exchanged. Custom necklaces, made specifically for you, cannot be refunded, exchanged, or cancelled after 24 hours. Earrings are non-returnable due to hygiene and safety standards.

How to Return an Item

To return an item, ensure it remains unused, in its original packaging, and in the same condition as when it was delivered. We reserve the right to reject any returns if the item is in unsaleable condition, in which case you will be informed via email. Please follow these steps:

  1. Place the item, along with all original packaging, in a secure, sealed bag.
  2. Attach the return label and address it to us.
  3. Visit a Post Office counter to post the item and request proof of postage. Do not drop the package into a mailbox without obtaining a receipt. Please note, shipping costs are the responsibility of the customer and are non-refundable. We recommend using a tracked service as we cannot guarantee receipt of your return without it. Any items lost in transit are the customer’s responsibility.
  4. Keep your proof of postage for your records.
  5. Once the returned item is received and inspected, we will process a refund (excluding delivery charges) to your original payment method. This may take up to 10 working days. You will be notified via email once the refund is issued. For any parcels returned due to incorrect or incomplete addresses, redelivery fees will apply.

International Returns

For international returns, you may use any postal service. Please note that shipping fees are the responsibility of the customer. To avoid additional charges, it is recommended to mark the parcel as ‘returned goods.’ We do not refund customs taxes or sales fees for international returns. The parcel remains your responsibility until it reaches us, so it’s important to retain proof of postage. For peace of mind, we recommend using a tracked service as we cannot refund or exchange items that don’t reach us.