Help Centre | Your Questions Answered | GLOSSYBOX
Help Centre
Advent Calendar
Your calendar will be dispatched as soon as possible, typically within 48 hours of receiving your order confirmation email. If you haven't received a dispatch notification after this timescale, please reach out to a member of our Customer Service team here who can look into that for you!
We're sorry to hear that there's a missing item from your calendar! A member of our Customer Service team would be more than happy to help you with this. You can contact them by sending us a message here.
We can only apologise that your calendar or it's contents have arrived damaged - our dedicated Customer Service team would love to get this resolved for you. Please keep the damaged item/s as images of this may need to be provided! Please reach out to the team by sending us a message here.
This year's advent calendar is valued at over £585 and features 29 carefully selected products from some top beauty and makeup brands! You can view the contents here.
Our Glossybox Advent Calendar is only eligible for a subscriber discount. If you're already a subscriber to our monthly box, simply add the calendar to your basket whilst logged into the account that contains your active subscription & your discount will automatically apply. If not, you can also access this via the Glossy Lounge! Alternatively, if you'd like to sign up today, you can add a subscription box here & add a calendar to your basket and this will then apply to you!
If you have selected any of the following payment methods, a charge will only be taken once your order enters the dispatch process:
Debit Card
Credit Card
ApplePay
Google Pay
Please note that other third-party payment providers & pay-in-instalment providers may charge immediately upon order placement.
Any orders placed on Glossybox.co.uk will only be shipped to UK addresses. Other EU countries can obtain the calendar by shopping via their specific site locales which you can change in the top right corner on-site!
You can track your order using the details provided on your dispatch confirmation email & enter them here. Alternatively, you can track this through the order in Your Account.
Our warehouse elves have kitted the 2024 Advent with 25 doors, so you can count your way down to Christmas morning with new beauty surprises each day!
General
If your payment has been taken on the 1st your GLOSSYBOX will be dispatched from the 5th. Dispatch takes place throughout the month so please keep your eye out for your confirmation email with your delivery details on! We hope you love your box when it arrives!
The 1 month Pay Monthly subscription plan is renewed automatically every month until you cancel.
You must cancel by the 14th of the month should you not wish to receive any further boxes.
The 12 month Pay Monthly subscription plan is renewed automatically after 12 months unless you decide to cancel.
You must cancel by the 14th date of the final box month should you not wish for your 12 month Pay Monthly plan to renew.
For 3, 6 and 12 month Pay Upfront subscriptions, you pay in advance and your subscription will automatically renew after this time unless you decide to cancel.
You must cancel by the 14th date of the final box month should you not wish for your 3, 6 or 12 month plan to renew.
Please note that orders in progress cannot be cancelled.
We are sorry to hear you want to leave if there's anything we can do to help you find you a more suitable plan please get in touch with us by talking to our Customer Care team through any of our channels below the help centre.
PLEASE NOTE: If you are cancelling after the 14th, you will still receive next month’s edition as your box has already been allocated. Your cancellation will be effective from the following month.
We're really sorry to hear that you're missing an item from your box and can understand this is disappointing. To help us resolve this for you quickly, please inform our Customer Care Team which product you believe to be missing from your box by sending a message through Your Account. We will then be able to investigate the matter further for you.
We're really sorry to hear that your box has arrived damaged. Sometimes contents of the box may be disturbed in transit but we're always on hand to help.
To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the error with our fulfilment and warehouse teams and offer replacement options.
IMPORTANT: If you experience any issues with missing or damaged items, you must contact GLOSSYBOX within 60 days from the date of receiving the merchandise. You can contact us through our Your Account.
Address changes must be made by the last day of the month for the following month.
Please follow the below steps to update your address information:
-Log into your GLOSSY account
-Click 'My Account' in the top right hand corner
-Scroll down and select 'My Subscription'
-Scroll down and select 'Change delivery address'
-Once you have entered the address select 'Deliver to this address'
*If the address is not updated in time, the shipping label will be printed with the previous address. If an item is returned to sender due to an incorrect address, we will only be able to resend your address upon it's return back at our warehouse.
Please ensure you are looking at the subscription section in your account. This will provide you with the current status of your GLOSSYBOX and previous boxes received from ourselves. You will receive a confirmation with delivery timescales once your order has been dispatched from the warehouse.
If you want to change to a different subscription plan, or perhaps you have a gift card which you would like to redeem, you must wait until your current plan is expired/cancelled.
You can then reactivate any time after the first of the following month, in order to avoid duplicate boxes. (e.g. if you have a 6-month plan that starts in February and ends in July, you must opt out/cancel by the 24th of July to avoid your subscription from renewing. From the 1st of August, you can log in and reactivate - choosing whichever new plan you prefer).
The most common reason you're experiencing difficulty on our website may be a browser issue. Our website is not consistently supported by Internet Explorer, Safari, iPads or mobile phones, which may lead to occasional problems when accessing your account dashboard. To optimise our website’s functionality, we recommend using Google Chrome or Mozilla Firefox.
Account
To log into your account, click on the login icon on the top right hand corner of our website homepage (www.glossybox.co.uk or www.glossybox.ie) - This will prompt you to enter your email address and password. Once accepted, click on (Hello, your name) to lead you into your Account Dashboard.
If this does not work then please contact our Customer Care Team who will be only too happy to help you.
Maybe you have forgotten your password?
Simply click "Forgotten password", type your e-mail address and we’ll send you a new password. If you fail to receive an email within minutes 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 through your account detailing your full name and billing/delivery postcode and our Customer Care Team will be on hand to help.
Address changes must be made by the last day of the month to ensure the following month's box is sent to the updated address.
Please follow the below steps to update your address information:
· Log into your account
· Select 'view all' in the subscription section of your account
· Select the subscription that you would like to update within the 'current subscriptions' section
· At the bottom of this page, you will find a 'change address' button
· You will then be able to add/edit your address
· When saved, your change of address will apply to all of your future GLOSSYBOX orders
*If the address is not updated in time, the shipping label will be printed with the previous address. If an item is returned to sender due to an incorrect address, we will only be able to resend your address upon it's return back at our warehouse.
Once you have successfully subscribed to GLOSSYBOX, you may access and edit your Beauty Profile at any time. It comes in the form of a brief questionnaire asking about your beauty preferences. This helps us to select products that most effectively address your beauty needs. You may also access your profile by logging into your account and clicking on "My Beauty Profile" on the left hand sidebar. Should you have several GLOSSYBOX subscriptions running on your account, you are able to complete a separate Beauty Profile for each.
The Beauty Profile contains questions about your preferences and the condition of your skin and hair. It helps us gain knowledge of your preferences, enabling us to better select brands and products for you.
We hope you understand that the product selection you receive in your boxes is also a personal preference. In order to provide you with new and exciting products to cater for all of our subscribers, your boxes will occasionally contain items that may not quite match your selections.
We need to receive cancellations by the 14th day of your desired finishing month.
You can cancel 3, 6 and 12 month Pay Upfront subscriptions at any time for the plan not to be renewed at the end of the term, however you cannot cancel a 3, 6 or 12 month Pay Upfront subscription early and you must complete the term. You can cancel out of a 1-month rolling plan at any time. You cannot cancel a 12-month Pay Monthly contract until the end of the term however can cancel at anytime for the plan not to be renewed at the end of the term.
For example, if you subscribe on the 1st of the month you would need to cancel before the 14th of the same month, otherwise you will be enrolled for one more box with us.
Please note: if you've already been billed for the current month (usually on the 1st for the rolling one month subscription), your cancellation will be effective starting next month. IMPORTANT: If you sign up or cancel after the 14th you will receive that months box which you are subscribing to along with the following months box.
IMPORTANT:If you sign up or cancel after the 14th you will receive that months box which you are subscribing to along with the following months box.
The most common reason is that the cancellation did not take place within the subscription deadline.
Your monthly subscription to GLOSSYBOX must be cancelled by the 14th of the desired final month (e.g. you must cancel by the 14th of February if you wish for the February box to be your final month).
You
cannot cancel a 3, 6 or 12 month subscription early. You can opt to cancel at
any time however the cancellation will only be viable at the end of the term.
You must cancel before the 14th of the final month. A cancellation before
expiration will not cancel or refund the remaining delivery orders, as it only
stops the renewal at expiration.
Should you wish to return a box back to us, please do so within 14 days of your box being dispatched. After this period, we will not accept your box back for a refund.
Please note that boxes will only be refunded if the box is unopened.
To return your box back to us, please contact our Customer Care Team through Your Account who will provide you with our returns address and an authorisation code.
GLOSSYBOX are not responsible for covering returns postage fees - it's fine to send your box back via a Standard Delivery Service but we do ask that you keep a copy of your postage receipt in the event that your box does not reach our warehouse.
If you signed up for a 3, 6 or 12-month Pay Upfront plan, your plan will automatically renew unless cancelled within the term deadline. You can opt out of this renewal service through your online account by cancelling by the 14th date of your final box month (e.g. To opt out of your 6-month subscription, which starts with February and ends with the July, you must cancel by the 14th of July).
Please note that we cannot cancel a subscription on your behalf, this must be done by yourself through your online account.
If you want to change to a different subscription plan, you must wait to opt out of your current plan. You can then go in and reactivate a new subscription any time after the first of the following month, in order to avoid duplicate boxes (e.g. You have a 6-month plan that starts in February and ends in July. You must opt cancel by the 14th of July. Then on August 1st, you can log in and reactivate, choosing whichever new plan you prefer).
GLOSSYBOX Gifting
GLOSSYBOX is the perfect gift for your loved ones. Visit our gift page and choose which subscription you wish to purchase for your recipient.
Gifts can be sent as a 1, 3, 6 or 12-month plan and will be sent directly to your recipient via e-mail and land straight to their inbox within half an hour of purchase.
To redeem the gift, the recipient will need to click on the link in the e-mail they receive. This will take them to the basket page to complete their purchase.
In order to redeem a GLOSSYBOX gift card, please follow the link in the 'You've Received A Gift' email you receive.
You will then be able to follow the steps to checkout and submit your 'order'. Once complete, sit back, relax and wait for your monthly box to arrive!
IMPORTANT: We strongly recommend you redeeming your code on a desktop/laptop rather than through a mobile or tablet device.
Whilst it is not possible to enclose a personalised message within the box your recipient receives, you can include a personalised message within the gifting email that they will receive. This can be done whilst putting in the initial order, when you include the recipient's name and email address.
A recipient is able to fill in their delivery address when claiming their gift, therefore you do not need to know their address when initially purchasing.
However, just like normal box orders, we are unable to make changes to the
shipping address once the box is in transit. The recipient is welcome to get in
touch with our Customer Care Team and have the address changed for all future
boxes. Or, once they have an account, they can do this themselves by simply logging in and updating their delivery address manually.
In this event, you can always send the e-gift voucher to your own email address, which you can download and print off for the recipient.
You do not need to know the recipient's delivery address when you initially purchase a gift voucher. They can fill this in to ensure correct delivery when they claim their gift.
When activating a gift voucher, no money is to be taken from any account. This is because payment would have been taken when the gift was initially ordered. As a result, no promo code can or needs to be used when activating a gift subscription.
GLOSSYBOX plans cannot be cancelled once the recipient has redeemed their gift code. Please note that gift subscriptions do not automatically renew, only regular subscriptions do. The gift will automatically expire after the last box in the subscription has been shipped.
Delivery
Once you have activated your subscription, we will ship your first box once we have activated and setup your account. This can take 3-5 working days. After this, we dispatch from the 5th of the month, and dispatch takes place throughout the month. Kindly note that we are not liable for any unforeseen warehouse or postal delays.
For UK addresses, it can take 3-5 working days for delivery from when the package leaves our warehouse. As soon as your box is on its way, you will receive an email containing a tracking number that allows you to monitor its shipment - It can take 48 hours before you will see any tracking updates.
For deliveries to The Republic of Ireland, we advise 5-7 working days. Regrettably we do not provide tracking on Irish orders at this current time.
Please note that our delivery dates are estimates only; we cannot guarantee that there will not be shipping delays. Click here to track your order.
Your GLOSSYBOX will be dispatched from the 5th and will run past the 12th of the month. Dispatch will be ongoing throughout the month, as soon as your box has left the warehouse you will receive your confirmation email with delivery timescales on! Click here to track your order.
Subscriptions which are purchased on our website www.glossybox.co.uk/www.glossybox.ie can only be shipped to addresses inside the UK and Ireland (including Channel Islands, Isle of Man, Isle of White and the Scottish Islands).
GLOSSYBOX also has a presence in the following countries: France, Germany, Austria, Norway, Sweden and Finland. Please note that GLOSSYBOX subscriptions are not transferable to other countries or markets.
For our monthly subscription boxes postage is covered within your monthly subscription price. The below applies to orders of non-subscription products, such as Limited Edition boxes, Mystery Box Sales and Bundles, plus GLOSSYBOX Skincare.
- Orders over £35 - Free Delivery
- Orders under £35 - £4.99
- Premium Next Day Delivery (DPD) - £9.90
For Standard Delivery please allow 2-3 days for delivery. You will receive an estimated time of delivery. No deliveries take place on Bank Holidays.
For Premium Next Day Delivery (DPD) we aim to deliver within 1 working day. You will receive a 1 hour delivery window slot. Applies to orders placed prior to 9pm Monday to Friday and prior to 8:30pm Saturday and Sunday.
Your box may be returned to sender if you have given us an incorrect address, or if your box has been waiting at the sorting office for more than 18 working days without being collected.
If this happens, it is important that you notify our Customer Care Team within 60 days of your initial box being sent out. If you do not contact us within this timeframe, we will be unable to resend your box or process a refund.
*Please note that this tracking information is applicable to UK orders only.
Should your box not be able to be delivered, the postman will take your box back to your local delivery office (DO) awaiting collection - The status of your tracking will be marked as 'We have your item'. You can track your GLOSSYBOX using your tracking number through the Royal Mail tracking page. A link to this page will also be included in your dispatch email.
If the box is at the local delivery office, please take your Royal Mail Delivery Card, along with a valid form of ID to collect your box.
If in the occasion the postman has failed to leave you a Delivery Card, please contact Royal Mail on 03456 021 021 with your tracking number and they will be able to help you further.
Failure to collect your box after 18 working days will result in your box being returned back to us. If this happens, please contact us within 30 days and we will be able to resend your box for you. If we do not hear from you during this time, we will be unable to resend your box.
There are several reasons you may not have had your box yet. Here we aim to help you through the steps to identify these.
UK:
When the box leaves our warehouse, we send you a dispatch email with the delivery and tracking details so that you know when to expect it. If you have received this email, the box is now on its way to you and you should receive your box within 3-5 working days. Dispatches take place throughout the month.
IE:
When the box leaves our warehouse, we send you a notification of dispatch email. If you have received this email, the box is now on its way to you and you should receive your box within 5-7 working days. Regrettably we do not provide tracking on Irish orders at this current time.
IMPORTANT: For a lost box or a box showing as delivered but not received, you must contact us within 30 days from the ship date. Any complaints received after the timeline given will not be eligible for a refund or replacement.
Payment
If your subscription is marked as 'waiting', this means that we have been unable to charge you for your box as of yet. For a monthly subscription, we usually begin charging on the 1st of each month - If we cannot charge you on this date, we will continue to do so on scheduled dates throughout the month.
Please note that the payment is not refused from ourselves but from your payment provider. This may also be down to a recent change in your existing payment method, such as a blocked or expired card.
If you do need to change your payment details, please complete the following steps to ensure you do not miss out on your box:
1. Please log in to your customer account on our website, www.glossybox.co.uk
2. Now click on "Show all" next to "My Subscriptions and Orders"
3. Click on "Change Details" against the 'waiting' subscription - On this page you will find the button 'Change Payment Details'
4. As soon as payment has been updated and we have successfully charged you, your subscription will revert back to 'active'
Please note that if we are unable to successfully charge you for that month, that particular box will not be sent and your subscription will roll over to the following month.
IMPORTANT: We are unable to take payment information over the phone or via email so this needs to be done by yourself through your online account
We will typically attempt to debit your account every 48-72 hours until it is successful. If we are unable to successfully charge you after several attempts, we will withhold shipment of the GLOSSYBOX until your billing details are updated. The subscription will go into 'waiting' mode until your billing details are updated. However, this will not cancel the subscription.
Please
note that a change of your payment information for one subscription also
extends to any other subscriptions linked to your account. In order to avoid
duplicate charges, please make sure that you only have one subscription running
before updating your payment method.
At this time, it is not possible to pay for different subscriptions with separate payment methods. If you wish to pay for a given subscription with another credit card, you will need to set up another account using a different email address. Please note that a change of your banking data for a subscription also extends to all other subscriptions of your account.
If you receive an e-mail detailing a payment problem against your subscription, please log into' My Account' area and check or update your payment information that you have provided us with. Should you need any assistance with this, please contact our Customer Service team who will be able to resolve any issues.
If you have paid for your subscription throughout PayPal, you will only be able to resolve your payment issue using a debit or credit card.
Please contact our customer service team via any of our contact channels to see what your options are.
Your promo code may only be valid for certain subscriptions or the code may have already expired. These restrictions are detailed on the fine print of the offer. If the problem persists, please reach out to us via our message centre within my account (please note, you will need to login before you can send a message) and we will be happy to assist you.
A promotion code can be entered on the basket page prior to checkout. This can be found under your basket detail. After you have clicked on "Add" the code will be activated and you new balance will be shown.
No, only one promo code per order can be inserted.
For Pay Monthly subscription plans, payment for your first box will be taken straight away when you sign up. After this, payments are typically taken on or around the first of the month.
For Pay Upfront subscriptions, the full-amount for a 3, 6 or 12 month plan is taken right away when you sign up.
Another 3, 6 or 12 month payment will be taken for the subscription renewal on the 2nd of the renewal month unless you opt out of the plan (e.g. You have a 6-month plan that started in February and ends in July. The renewal payment will be taken on the 2nd of August).
UK SUBSCRIPTION PRICING
There are five subscription options:
Two pay monthly options:
A 1-month subscription costs £13.50 per month
This continues on a monthly basis until you cancel.
A 12 month rolling subscription costs £11.50 per month
This continues on a monthly basis for 12 months. This subscription automatically renews after 12 months unless you opt-out of the plan.
Three pay upfront options:
A 3 month subscription is pre-paid £38.75 including delivery.
This subscription automatically renews after 3 months unless you opt out of the plan.
A 6 month subscription is a pre-paid payment of £69 including delivery.
This subscription automatically renews after 6 months unless you opt out of the plan.
A 12 month subscription is a pre-paid payment of £130 including delivery.
This subscription automatically renews after 12 months unless you opt out of the plan.
All regular subscriptions are recurring, unless cancelled within the term deadline.
You can see these options and sign up at: http://www.glossybox.co.uk/subscribe.list
IRISH SUBSCRIPTION PRICING
There are five subscription options:
Two pay monthly options:
A 1 month subscription costs €19 per month.
This continues on a monthly basis until you cancel.
A 12 month rolling subscription costs €17 per month.
This continues on a monthly basis for 12 months. This subscription automatically renews after 12 months unless you opt out of the plan.
Three pay upfront options:
A 3 month subscription consists of a pre-paid payment of €39.75 before postage and packaging.
This subscription automatically renews after 3 months unless you opt out of the plan.
A 6 month subscription consists of a pre-paid payment of €76.80 before postage and packaging.
This subscription automatically renews after 6 months unless you opt out of the plan.
A 12 month subscription consists of a pre-paid payment of €144 before postage and packaging.
This subscription automatically renews after 12 months unless you opt out of the plan.
All regular subscriptions are recurring, unless cancelled within the term deadline.
You can see these options and sign up at: http://www.glossybox.ie/subscribe.list
Product
If you experience any issues with missing or damaged items, you must contact GLOSSYBOX via our message centre within my account (please note, you will need to login before you can send a message) within 60 days from the date of receiving the merchandise.
To ensure we can get this sorted for you as quickly as possible, please ensure that you provide images of any damage for Quality Assurance purposes. Once we receive the image, we will be able to address the error with our fulfilment and warehouse teams and offer replacement options.
We make every effort to create an exciting mix of products in every GLOSSYBOX. In some rare instances, an individual product that has proven popular and well-loved in the past may make a re-appearance in your box. If you are unsatisfied with a duplicate product, please reach out to via our message centre within my account (please note, you will need to login before you can send a message) a member of our Customer Care Team will be able to help you.
Regrettably, we cannot guarantee that your GLOSSYBOX is free of certain substances or compounds since we feature different products every month. If you suffer from a known allergy against certain substances or compounds, we urgently recommend you to thoroughly review the ingredients of a respective product before using it.
Update to privacy policy
Given the fast pace at which THG has grown and advanced over the years and the successes we’ve had to date, we identified that the current Group legal entity structure does not in some cases align with the business divisions and brands we offer today.
We have therefore taken the opportunity to re-organise the Group’s legal structure so that our companies do align with our business divisions and brands and support THG’s long term growth strategy. In order to re-organise, we had to make sure that data (which included data relating to you as one of our customers) was legally transferred to the new entities. Although this does not impact you in any material way, we wanted to let you know about this change.Before the re-org:
In most cases the controller in respect of your data will have been The Hut.com Limited. In some instances, the controller may have been a specific entity within THG.
After the re-org:
The new controller is the newly incorporated legal entity:
·THG Beauty Limited
This is due to an internal re-organisation and does not affect you in any material way. We are just being transparent about it. Some business units have now been incorporated into new legal entities within the THG group and the corresponding databases have been transferred to them.
This means that legal responsibility for handling your data or for responding to your data protection requests now rests with the new entity named in the email. However, these new entities remain within the THG group and all provide the same consistent level of protection.The email you received was not a marketing email. It was an important announcement about a change of legal owner in relation to databases in which you are included. When you opt out of receiving marketing emails, we need to keep you on the database so that we know not to send you marketing communications. You do, of course, also have the right to have your data deleted from the database entirely in which case please use the link you see at the bottom of the email.
You will continue to be able to exercise your data protection rights, submit complaints or queries about how your data is processed or get in touch with our Data Protection Officer by contacting us via the message centre in your customer account or by using one of our various contact options, which can be found by vising our help centre.
