FAQ

General

What is Glossybox?

Glossybox is a monthly subscription service. Five deluxe beauty miniatures have been carefully selected by a team of beauty experts and delivered straight to your door. The content and theme of the boxes are a surprise. Glossybox uses the beauty profile to send you products most suited to you. The value of the products you receive are always worth more than you have paid for. http://www.glossybox.co.uk/

As well as the monthly Glossybox we offer one off Exclusive Editions Boxes and Flashboxes which explore one theme or brand in depth. Subscribers can buy special boxes and get a special subscriber discount before they become available to everyone. The content of Flashboxes and Exclusive Edition boxes is published beforehand and is therefore not a surprise.

What products are offered in a Glossybox?

Glossybox never reveals in advance what the products will be, it would simply spoil the moment of surprise.

How much does a Glossybox subscription cost?

There are four subscription options:

  • A monthly subscription costs £10 per month (plus P&P). This is a rolling subscription, but you can cancel anytime.
  • A 3 month subscription consists of a one-off payment of £28.50 (plus P&P), which is £9.50 per box.
  • A 6 month subscription consists of a one-off payment of £54 (plus P&P), which is £9 per box.
  • A 12 month subscription consists of a one-off payment of £102 (plus P&P), which is £8.50 per box.

    Postage and packaging is £3.25 per delivery.

You can see these options and sign up at: http://www.glossybox.co.uk/join

Are there any hidden fees?

Don’t worry, there are no hidden fees at Glossybox. Full price at checkout includes Postage, Packaging and VAT.

Do I have to order my glossybox every month?

The monthly subscription is renewed automatically every month. For 3, 6 and 12 month subscriptions, we will automatically renew your subscription unless you chose to opt out of this. We will always give you notice of this before charging.

How can I give a glossybox subscription as a gift?

Glossybox is the perfect gift for your loved ones. Please visit our gift page at http://www.glossybox.co.uk/gift and choose which subscription you wish to purchase as a gift. In the checkout, you will be given the option of sending a personalised email to your loved one, which will be sent immediately. If you would like it to be a surprise, or want to tell them yourself, please leave the email and message fields blank.  If you are already a subscriber yourself don’t worry, your account can hold multiple subscriptions.

You can alternatively chose to give them a gift card, which can be shipped to either them or yourself and then be redeemed on our website.

Your friend will receive the current Glossybox straight to their door, provided you entered their address in the Delivery Address field in the checkout.

Are the orders also shipped outside the UK and Ireland?

Subscriptions which are purchased on our website www.glossybox.co.uk can only be shipped to addresses inside the UK and Ireland (including Channel Islands, Isle of Mann, Isle of White and the Scottish Islands).

Glossybox also has a presence in the following countries: Austria, Brazil, China, France, Germany, Italy, Japan, The Netherlands, Norway, Poland, South Korea, Sweden, and the USA. Please note that Glossybox subscriptions are not transferable to other countries or markets.

Glossybox.co.uk and Internet Explorer & Safari

The Glossybox website is not consistently supported by Internet Explorer, which may lead to occasional problems when seeking to open the accounts page for the purpose of gleaning information about payments and shipping status. There also may be problems when posting feedback or while processing your beauty profile. Similar problems may crop up when using Safari. To optimise our website’s functionality, we recommend the use of Google Chrome or Mozilla Firefox.

Account

How do I log in to my Glossybox customer account?

Click the log in icon on the top right hand corner of our website. This will let you enter your username and password and then you can log in. http://www.glossybox.co.uk/

If this does not work please email contact@glossybox.co.uk with the full name on your account and our Customer Care team will endeavour to help you.

Once I have signed up for a 3-months, 6-months or 12-month subscription, what will happen after expiration of the respective period?

Upon completion of your current 3-month, 6-month or 12-month subscription, the subscription will automatically renew. You can opt out of this service through your customer account. Please note that you have until the 24th of the expiring month to cancel this

How can I re-activate my inactive/previously expired Glossybox subscription?

Please log in to your account on our website http://www.glossybox.co.uk/, and click on "My Subscriptions and Orders" on the left side. There you can select the plan you wish to reactivate by clicking the "Reactivate" button. From there you can select your plan type and payment method.

Please note to reactivate your subscription with Glossydots you will need to select the Monthly Plan.

How can I change my billing / delivery address?

To change your delivery and/or billing address, please sign into your account http://www.glossybox.co.uk/ and select ‘My Subscriptions and Orders’ on the left side. Then click on "Change Details" on the subscription. Here you can change your delivery and/or billing address.

Please note that orders in process can’t have their delivery address changed.

Where is the beauty profile/how do I access it?

You can access your beauty profile by signing in to your account on www.glossybox.co.uk and selecting ‘My Beauty Profile’ on the left-hand side.

To view or edit the profile please click "view" next to the appropriate profile.

Why does my order say ‘Pending’?

Pending can mean one of two things depending on where you can see this status.

If displayed on your account dashboard, this means your box is awaiting dispatch.

If it is on the "My Subscriptions" page of your account - your subscription is stuck in pending, meaning that it has frozen whilst awaiting payment from your payment provider.  If it becomes stuck in payment we have to cancel this order (it will happen automatically in the course of processing).  In order to make sure that you don’t miss out on your next box, please log in to the website with the email address and password you used previously and then return to the homepage to select a subscription.

Why am I unable to log into my account?

Maybe you forgot your password? Simply click “Forgotten password”, type your e-mail address and we’ll send you a new password. If you fail to receive within minutes an email containing the new password, you may have given an erroneous or mistyped e-mail address at the time you set up your Glossybox account. In such event, please send us an email along with your full name via the contact form and we’ll attempt to get the matter resolved.

May I return my Glossybox?

Should you happen to be dissatisfied with a box, don’t hesitate to let us know. It’s very important for us to receive such feedback and rest assured that we will respond. Maybe a friend of yours will enjoy the box in the meanwhile.

How can I cancel my Glossybox subscription?

We're sorry to hear you wish to end your subscription to Glossybox. Please note that we need to receive cancellations prior to the 14th day of the month. Any cancellation past that date will end with the following months box. If there's anything we can do to help you or find a more suitable plan for you, please call +44 (0) 203 598 1587 or email contact@glossybox.co.uk with your account details and our Customer Care team will endeavour to help you.

To cancel your Glossybox subscription please complete the following steps;

  • Please log in to your customer account on our website, www.glossybox.co.uk.
  • Now select 'My Subscriptions and Orders' on the left hand side, then click on 'Change Details' on the active subscription.
  • On this page you will find the button 'Cancel Subscription'

    You will be asked to confirm the cancellation so please ensure you complete the full process.

    Please note that you are unable to cancel orders already in progress.

    A 3-month, 6-month or 12-month fixed term subscription may be cancelled no later than 14 days following receipt of the first box. 3-month, 6-month and 12-month subscriptions cannot be cancelled past that point.

  • Payment

    Which payment types do you accept?

    We currently accept Paypal and most major credit and debit cards including Visa and Mastercard.

    When is my next payment / delivery due?

    Payments are normally taken in the first week of the month, and boxes are normally dispatched in the middle of the month.

    What happens if I don't have enough money to pay on the day you charge my account?

    Glossybox will attempt to charge your account at a later date. If we are unable to charge you after numerous attempts, unfortunately, you will not be able to receive your box for that month. If you have any questions, please call +44 (0) 203 598 1587 or email contact@glossybox.co.uk with your account details and our Customer Care team will endeavour to help you.

    I wish to continue my subscription once it has expired, what do I need to do?

    Once your subscription expires please log in to your account on our website http://www.glossybox.co.uk/, and click on "My Subscriptions and Orders" on the left side. There you can select the plan you wish to reactivate by clicking the "Reactivate" button. From there you can select your plan type and payment method.

    Please note to reactivate your subscription with Glossydots you will need to select the Monthly Plan.

    Can I temporarily suspend my subscription?

    Unfortunately, subscriptions cannot be temporarily suspended at this time. If you desire a time-out for one or two months, you may cancel your monthly subscription at any time and reactivate it to have Glossybox shipments resumed. Please note that subscriptions of a fixed length (i.e. 3-months, 6-months or 12-month) cannot be cancelled prior to expiration. Those subscriptions can be cancelled at contract end.

    May I select different payment methods for the same account?

    At this time it is not possible to pay for different subscriptions of a client account with different banking data. If you wish to pay for a given subscription with some other credit card, you need to set up another account. Please note that a change of your banking data for a subscription also extends to all other subscriptions of your account.

    What to do when the code on my voucher will not work?

    It may be a voucher limited to certain subscriptions and thus is good only for a monthly Glossybox subscription. Of course, those restrictions are included with the voucher. You can also re-load our glossybox.co.uk website and insert the code once again. If the problem persists, please contact us via the contact form and we’ll be happy to assist you.

    May I insert several voucher codes for a single order?

    Only one voucher code per order can be inserted.

    Products

    Will I find out before its receipt which products the Glossybox contains?

    The idea of giving oneself a treat is really part of the Glossybox concept. Everyone loves the moment of suspense during unwrapping, together with a feeling of happy anticipation filling the air. So, as not to deprive anyone of this moment of suspense we will not reveal the contents of the box until shipping. If you want to get a general idea about our latest Glossyboxes, just check out our previous boxes and products.

    How should I use the products of my Glossybox?

    On the overview pages of our products you’ll find a list of all current products in your Glossybox. When clicking on the individual products, you’ll find detailed descriptions for use and information on their ingredients.

    Are the Glossyboxes being individually packed? Will I like the products?

    A Glossybox is a mix of individual highlights and products to be tested or for gift giving. Each box contains an assortment of products that we specifically chose in conformity with your beauty profile, together with products destined for our subscribers at large. In order to pick certain products which seem tailor-made for you, it is mandatory to learn as much as possible about your preferences and needs as they pertain to your skin type and hair. The products being shipped to our subscribers at large are selected to cover a wide spectrum of styles and skin types. Among them could be an item we might choose as trend product of the season that we would not want to withhold from any client. Naturally, we unable to come into possession of your closest friend’s intimate knowledge concerning your preferences, tastes, and wardrobe. Yet we’ll try to make up for it by introducing unique trends, products, brands and exquisite colours you may not have been aware of or tried out.

    Where can I find a list of brands you are working with?

    Our current partners are listed on the Brands page and the list keeps growing. If there is a special brand name you’d like to recommend to Glossybox, please drop us an email via the contact form.

    That’s a great product! Where can I buy it?

    Select the item which impressed you so much from the products of the most recent Glossybox: On our Product page, you’ll find additional information about the product, plus a link to the store selling it.

    What to do if I don’t like the products in my Glossybox?

    Given the outside chance of this being so, make sure to let us know; it’s very important to us and we promise to respond. Perhaps a good friend may want to enjoy the products in the meanwhile?

    What to do when receiving the same product twice?

    We make every effort to create a product mix for your Glossybox that is as exciting and variable as possible. In some rare instances, some individual products may make a re-appearance in your box, especially after they have proved their popularity.

    What to do about a missing or damaged product?

    Should a product in your Glossybox be missing or damaged, please let us know. Send us an email via the contact form. Please include a photo of the damaged item; it will help us to promptly process your query.

    I suffer allergic reactions from some products. What should I do?

    Regrettably we are not in a position to guarantee that your Glossybox is free of certain substances or compounds. As we take allergic reactions very seriously, thus we will not make promises we are unable to back up. Thus, a person’s allergy problems are unfortunately outside our control. In such event, we can empathise with you having second thoughts to order from us or to continue your subscription, but nevertheless hope to retain you as valued customer. If you suffer from a known allergy against certain substances or compounds, we urgently recommend you to thoroughly go over the ingredients of a respective product before using it.

    How do I put a product review in writing?

    To compose a product review, simply log into your account and visit the detailed product page for the respective item you wish to review. Then scroll down to the review template. Give your name, score the product by awarding it from one to five hearts and write a comment of 20 words or more. Add a headline to your review. Finally, click “Send comment” and your review is on its way. All comments received are being processed and it may take up to 72 hours before they appear on www.glossybox.co.uk. Approved reviews will be published under your chosen nickname (i.e. internet handle). A review’s content will be rejected if it uses irrelevant, offensive or insulting language or promotes outside interests, contains links or is otherwise deemed inappropriate.

    How do I edit a review?

    Reviews cannot be edited at this time.

    How do I delete a review?

    Please send us an email by way of the contact form, giving your client data (either email address or your user name) and the product reviewed by you. Your review will then be deleted at the earliest time.

    Can I post an anonymous review?

    All reviews are uniformly posted with the poster’s nickname (handle) showing. The name can be your own or an assumed name.

    Why is my review not published by Glossybox?

    Each review is at first checked for inappropriate content before being posted on the Glossybox site. This may take up to 72 hours. After that, your review will be shown on Glossybox.

    When writing a review, why can I no longer add a nickname (handle)?

    You choose your nickname (handle) at the time of your first product review. We store that nickname (handle) so you won’t have to include it each time you write a review.

    How many reviews can I write for the products?

    You may write several reviews for any product. Please note that we may not publish all your reviews when their content is very similar to one another or even is identical.

    Account

    Do I have to pay extra for shipping?

    The cost paid at checkout for a Glossybox includes the shipping charges and VAT. Of this fee paid, postage and packaging has been charged at £3.25 per delivery.

    My Glossybox has not arrived yet

    There are several reasons you may not have your box yet. Here we aim to help you through the steps to identify these.

    Dispatch Email

    When the box leaves our warehouse we send you a dispatch email with the delivery and tracking details so that you know to expect it. If you have received this email, the box is now on its way to you.

    Please track your Box if you haven’t received it 48 hours after your dispatch email.

    Glossybox's being dispatched to addresses in the UK are sent by a tracked service. You can track your Glossybox 48 hours after the dispatch email using your tracking number at http://www.royalmail.com/track-trace.

    If your Glossybox is lost or the status remains the same for more than 48 hours and you are still yet to receive your box, please call +44 (0) 203 598 1587 or email contact@glossybox.co.uk with your account details and our Customer Care team will endeavour to help you.

    When is my Glossybox usually shipped?

    Glossyboxes are much like periodicals in that they arrive once a month. The predicted shipping date can be seen from your order confirmation. At Glossybox Beauty, all subsequent boxes are shipped from our dispatch locations in the middle of the month while your membership is active.

    As soon as your box is on its way, you will receive an email to inform you of its dispatch. For Mainland UK subscribers, it will also contain a tracking number for you to monitor its shipment.

    My Glossybox states it is at the DO

    Should your box not be able to be delivered, the postman will take your box back to your local delivery office (DO). You can track your Glossybox using your tracking number at http://www.royalmail.com/track-trace.

    If the box is at the local delivery office please take your ID and tracking number to collect it from there, or you can re-arrange delivery using their online service.

    My product has arrived damaged, what can I do?

    We're sorry to hear you've received a damaged item. Sometimes contents of the box may be disturbed in transit. Please take a photo of the damaged item and send it to us at contact@glossybox.co.uk so we can investigate it for you.

    My tracking says my box is being returned, what do I do?

    After 3 delivery attempts, or if there is something else preventing the delivery of your Glossybox, the couriers will return the box to us. Please call +44 (0) 203 598 1587 or email contact@glossybox.co.uk with your account details and our Customer Care team will endeavour to help you.

    Glossybox as a gift

    Will I be able to give a Glossybox subscription as a gift?

    All available Glossybox Beauty subscriptions may be given as gifts. If you ever had a Glossybox subscription in the past, simply log into your account and set up a gift subscription. Should you have questions about gift subscriptions, kindly get in touch with us via the contact form.

    How does a gift subscription differ from a regular subscription?

    When ordering a gift subscription, you are afforded the opportunity to send its recipient an e-card. If the Glossybox is meant to be a surprise, don’t select the option of an e-card since the latter will be mailed instantly, certainly before the Glossybox is being shipped. In addition, it is you who will receive all payment confirmations, not the gift’s recipient.

    Where can I have my gift subscriptions being shipped?

    The gift subscriptions can only be shipped to addresses within the UK and Ireland.

    How much time will it take for the first Glossybox to get shipped?

    Where the current months box is available, normally within 3-5 working days of order. If the current box is sold out the box will ship when the next monthly box is available.

    Do I have to order my glossybox every month?

    The monthly subscription is renewed automatically every month. For 3, 6 and 12 month subscriptions, we will automatically renew your subscription unless you chose to opt out of this. We will always give you notice of this before charging.

    Will I be notified at the time the first Glossybox of the gift subscription is being shipped?

    You’ll receive a shipment confirmation as email by the time the first gift box leaves the shipping department.

    Is shipping the gift subscription part of the monthly Glossybox Beauty shipping cycle?

    Yes, all boxes are shipped in conformity with the monthly Glossybox shipping cycle (normally within 3-5 working days of order, or when the next monthly box is available).

    May I compile a beauty profile for the gift subscription’s beneficiary?

    Yes, of course. Simply log into your account, click on the beauty profile and select the gift subscription in order to fill out the beauty profile questionnaire.

    Can the recipient of a gift subscription change the shipping address while the boxes are in transit?

    The recipient of a gift subscription is unable change their shipping address. The recipient is welcome to get in touch with our customer service and have the address changed by quoting the account of the purchaser (benefactor).

    Can I extend the gift subscription for the beneficiary?

    Gift subscriptions cannot be extended. However, you can at any time purchase a new gift subscription for your close friends.

    Will I be able to cancel a gift subscription?

    The purchase of an open-ended gift subscription can be cancelled anytime via your customer profile. To do so, please log into your user account and click “Subscriptions and Orders”. Select the applicable subscription and click on the following page “Subscription cancellation”. You will then receive an email confirming cancellation. Cancellation at a later time of a 3-month, 6-month or 12-month gift subscription is not possible.

    Can I have a message to the recipient sent inside the first gift box?

    It is not possible to send a message with the first gift box. You can however immediately send to the beneficiary a gift voucher per email as we process payment of your gift subscription.

    What happens once the gift subscription has expired?

    The gift subscription terminates with shipment of the last box.

    What do I do in case the email address of the gift subscription’s beneficiary is unknown to me?

    In this event, you’ll be unable to send the beneficiary a gift voucher by email.

    What do I do when the shipping address of the gift subscription’s beneficiary is unknown to me?

    In this event we recommend to state your own address for the time being. Once you have found out the recipient’s address, you can always change the shipping address in your account settings. If the address has not been changed prior to the deadline by which we charge for that particular month’s box, the first Glossybox will be shipped to your own address. This affords you the opportunity to present the box in person.

    Can I have the first Glossybox shipped to my own address in order to present it to the beneficiary in person?

    Simply state your own address as shipping address. If you wish to have the additional boxes forwarded directly to the beneficiary, just change the shipping address in your account settings after you’ve received the first box.

    Can I break up a gift subscription into individual gift items after ordering?

    A gift subscription cannot be broken up into individual gift items once ordered. After the initial gift box was shipped, please get in touch with our customer service by way of the contact form to explore other options.

    Glossydots

    What are Glossydots?

    Glossydots are our loyalty reward currency which you earn by referring friends through our ‘Invite Friends’ section in your customer account, and by completing your products’ surveys each month. You will receive 20 Glossydots per product survey you complete, and 250 Glossydots for each friend you refer to us (upon completion of their first order).

    How does the Glossydots program work?

    1000 Glossydots can be redeemed to receive a complimentary Glossybox. Glossydots can only be redeemed on a rolling subscription, not for the purchase of a new box. After redemption of the Glossydots, your subscription continues automatically as before. You can check your point count at any time by logging into your account.

    How many Glossydots do I need to claim a free Glossybox?

    You need 1000 Glossydots, and once redeemed this will get you a free Glossybox and we will cover the postage fee to send it out to you.

    At what time may I begin to fill out my surveys?

    The product surveys appear a few days after delivery of your latest Glossybox has been made.

    Where and how can I fill out the Glossybox Product feedback survey?

    Log into your Glossybox account and click “My Surveys” on the navigation bar. There you’ll find a list of your Glossybox’s monthly contents. Then click on “Review now” for the specific product you’d like to review. Please note that feedback for the products is accepted only while no new box has been shipped yet. When a new box is in transit to you, the list of previous products to review disappears while you are afforded the opportunity to review the most recent products instead.

    How do I redeem Glossydots?

    Please go to http://www.glossybox.co.uk and log in by clicking the icon in the top right-hand corner. Once logged in you'll be on the account dashboard. Click on ‘My Glossydots’ where you'll be able to choose which subscription you want to redeem against.

    Please note that once redeemed you must keep your subscription active as the dots are used as an alternative currency when the next box is charged. Glossydots can only be redeemed against an active Monthly Beauty Subscription.

    How do I reactivate my account using Glossydots?

    Please go to http://www.glossybox.co.uk and log in by clicking the icon in the top right-hand corner. Once logged in you'll be on the account dashboard. Click on ‘My Subscriptions and Orders’. There you will see the inactive accounts, find the one you wish to reactivate and click "Reactivate". On selecting the Monthly Plan, you will have the additional option to use your Glossydots as the payment method on the first box.

    Following this the subscription will revert back to your previous payment method.

    How do I refer a friend to Glossybox?

    Please go to http://www.glossybox.co.uk and log in by clicking the icon in the top right-hand corner. Once logged in you will be on the account dashboard. Click on ‘Invite friends’, complete the form there and click invite.