Delivery and Return Conditions

Delivery conditions

Delivery method

We offer standard home delivery for all orders. Our carriers are Cainiao and Asendia.

Delivery times

Delivery typically takes 5 to 7 business days. These delivery times are approximate and may vary due to weather conditions, strikes, or peak periods (such as holidays).

Delivery costs

Delivery is free for all orders under €150, with no minimum purchase. For orders over €150, delivery is free; however, fees may apply due to customs charges and import VAT. By placing your order, you agree to pay these fees directly to the carrier upon receipt of the package.

Payment of customs duties and import VAT

By placing your order, you agree to pay these fees directly to the carrier upon receipt of the package. Here's how to do it:

1. Fee Notification : When your package arrives in France, the carrier will inform you of the applicable customs and VAT fees. These fees are calculated based on the value of your order and the current customs rate.

2. Calculation of costs :

  • Customs : Customs fees may vary depending on the category of imported goods. The carrier will provide you with an estimate based on the description of your products.
  • VAT: In France, the standard VAT rate is 20%. It applies to the total price of the item, including shipping costs, if applicable.

3. Payment Methods: Customs and VAT fees can generally be paid in several ways, depending on your carrier's policies. Options include:

  • Credit card : The most common and fastest way.
  • Bank transfer : If your carrier accepts it, it may take longer.
  • Cash : In some cases, you can pay in cash upon delivery.

4. Receiving the package : Once the fees have been paid, you can collect your package. It is important to keep all receipts and documents relating to payment, as they may be needed for possible claims or to prove VAT payment.

Checking the package

The customer agrees to immediately check the package and contact Glow Phone support if they notice any anomalies. They must then keep photo evidence of the envelope or package, the contents of the order, and the defective product(s).

Note : In the event of non-compliance with this procedure, the customer will not be able to exercise his right of refusal, and the seller will not be required to respond to the request to exercise this right.

Return of package

If the package is returned to the seller, the seller will contact the customer upon receipt of the returned package to discuss the next steps in the order. If the customer has refused the package by mistake, they can request a resend by paying the postage for the new shipment, even if these were offered at the time of ordering.

Delivery error

In the event of a delivery or exchange error (if the right of withdrawal is applicable, i.e. if the customer is a consumer and the contract entered into to return the product or service allows for withdrawal), any product to be returned must be in its entirety and in perfect condition. Defects due to customer clumsiness will not be attributed to the seller.

Delay in delivery

Any delay in delivery compared to the date or time indicated to the consumer customer when ordering or, in the absence of an indication of a date or time when ordering, exceeding thirty (30) days from the conclusion of the contract may result in the cancellation of the sale at the initiative of the consumer customer, upon written request from him by registered letter with acknowledgment of receipt, if after having ordered the seller to make the delivery he has not complied. The consumer customer will then be reimbursed, at the latest within fourteen (14) days following the date on which the contract was issued, for all sums paid. This clause is not intended to apply if the delay in delivery is due to a case of force majeure.

Lost package

If your package tracking number shows that it has been "delivered" but you have not received it in your mailbox, please follow the procedure below:

1. Notification : Inform us immediately of the situation. Your report will allow us to initiate an investigation with the carrier.

2. Seller Commitment : We are committed to doing everything possible to ensure your satisfaction. This includes:

    • Investigation initiated : We contact the carrier to investigate the delivery.
    • Active follow-up : We will keep you informed of the results of the investigation.

3. Liability : While we will do our best to resolve the issue, we cannot be held liable for lost packages once they have been handed over to the carrier. This limitation is in accordance with our policy and industry practices.

4. Verification : We encourage you to check with your local post office or delivery service to see if the package has been held or if there is additional information regarding its delivery.

5. Refunds : If a package is not received, no refund will be issued while the investigation is ongoing. However, if the investigation confirms a delivery error on the part of the carrier, we are committed to working with you to find a solution, which may include a return of the product or a refund.

Delivery area

We deliver to mainland France.

Return conditions

1. Right of withdrawal:

You have 14 days from receipt of your order to return an item.

2. Conditions for accepting returns:

To be eligible for a return, items must:

  • Be in their original condition (unused, undamaged).
  • With all original tags and packaging.

3. Return procedure:

To initiate a return, please contact our customer service at contact@glowuptonphone.com or from the contact pop-up, providing your order number, the product(s) you wish to return, and the reason for the return.

Once your request is accepted, you will receive instructions for returning your item. You are responsible for arranging the cost of shipping and ensuring proper packaging for your return.

4. Return costs:

Return costs are the responsibility of the customer, except in the event of an error on our part (defective product, order error).

5. Reimbursement:

Once the return is received and verified, we will notify you by email whether your refund has been approved or rejected.

If approved, the refund will be processed to the same payment method used for purchase within 3-10 business days.

6. Exchanges:

We do not offer direct exchanges. If you would like a different item, please return the original item and place a new order.

Contact

For any questions regarding delivery and return conditions, please contact us from the contact pop-up on the website's homepage or by email at contact@glowuptonphone.com, customer support is committed to responding to you within 48 hours.