FAQ'S & SHIPPING

 

PROMOTIONAL PERIODS

Please note, during promotional periods and events orders may take longer to process due to the volume we receive. During these busy times we aim to dispatch orders within 5 working days. If you have not received a dispatch email after 5 working days please contact us using the contact form section of the website. 

HOW IS MY ORDER POSTED?

We use Royal Mail for all our online orders. Your parcel will not need to be signed for.

HOW LONG DOES DELIVERY TAKE?

Please allow 3 to 5 working days for your order to be delivered from receipt of dispatch email, in most cases it will arrive quicker. Any orders placed on UK bank holidays or public holidays will be processed on the next working day. Orders placed on the weekend will be processed Monday. If your order has not arrived after 5 days please contact us using the contact form section of the website.

DO YOU ACCEPT RETURNS?

We can not accept any returns due to health regulations. If you are not completely satisfied with your products please complete the contact form in the contact section of the website within 14 days of your order dispatch date and we will be in touch to resolve the issue.

DO YOU SHIP OUTSIDE THE EU?

Unfortunately at the moment we are not able ship outside the EU

CUSTOMER SERVICE HOURS

The HIGlow team work to answer all queries as soon as possible, we aim to respond within 24 hours Monday - Friday between 8.30am-4.30pm.

We do not provide customer service during the weekends, bank holidays and during the festive period.

STILL HAVE A QUESTION?

If we haven't answered your question above then please fill out the form in the contact section of the website and we will be in touch to assist you.

PRIVACY POLICY

Your trust and confidence is important to us. We are committed to both respecting and protecting your privacy. This page explains when we gather personal data, why we gather it and the lengths we go to ensure it remains safe and secure.

Traffic analysis

We use several products to analyse traffic to our website with the aim of better understanding our visitors and providing them with a continually improving user experience.

Personal information

Personal information is any information that may be used to identify you, such as your name, phone number, email address, postal address or credit/debit card details.

You can browse our website without giving us any personal information. You may, however, choose to make use of services on our website which require some personal information, for example, when placing an order or asking us to stay in contact with you via email.

We may also use personal information you have shared with us to suggest products and services you may be interested in and to contact you regarding orders you have placed.                                                  

Partners and third parties

We will not share, distribute or sell your personal data to any third party, except in the ways provided for in this privacy policy.

We work with selected partners with whom we must share personal data to fulfil orders. These include credit and debit card payment providers and related services, our fulfilment warehouse and fraud protection.

The information that we collect from you may be securely transferred to and securely stored outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or one of our partners. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details or customer support.

If acquired by a third party, the personal data held will be one of the transferred assets.

We reserve the right to share personal information with the police and regulatory authorities as required should we be requested to assist in the investigation of suspected illegal activity.               

Opting out of marketing

If you do not wish to be contacted, please opt-out during the checkout process for our website.

COOKIE POLICY

A cookie is a small data file which is acquired from a website you have visited and is stored in your web browser.

Cookies are often used to record your preferences or your activity so that when you return to the website it ‘remembers’ you. This might include ‘remembering’ the actions you took (like which items you added to your shopping bag) or data you entered (so it can do things like automatically fill out your name and email address in a form).

We use cookies to store information about your visit. These cookies help us to improve our site and deliver a more personalised service.

There are several cookies generated that are essential for recording details like the content of your shopping bag.

You may refuse to accept cookies by changing the relevant setting in your browser. Please note that by deleting our cookies or disabling cookies you may not be able to access certain features on our website.

TERMS & CONDITIONS

1 We may assign, transfer, novate or sub-contract any or all of our rights and obligations under these Terms and Conditions at any time.
2 We may alter these Terms and Conditions from time to time and post the new version on our Website, following which all use of our Website will be governed by that version.  You must check the Terms and Conditions on our Website regularly.

3 These Terms and Conditions together with our current Website prices, Delivery and Returns Policy, Privacy Policy and our Promotions and Competitions terms set out the whole of our agreement to you by us.  Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any Products offered for sale by us.  Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
4 We retain the right to deny Website access to any person who fails to comply with these Terms and Conditions
5 If any part of these Terms and Conditions is unenforceable for any reason whatsoever, such term or provision shall be divisible from the other terms and conditions and shall be deemed to be deleted from them.
6 Except for our affiliates, employees or representatives, a person who is not a party to this contract has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this contract but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
7 These Terms and Conditions and your use of our Website are governed by English Law and you submit to the non-exclusive of the English Courts. 

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