Frequently Asked Questions
How do I request a refund?
All refund requests are handled through [email protected]
What can I request a refund for?
Upon request via [email protected], issue a refund for any title that is requested within 14 days of purchase. Even if you fall outside of the refund rules we've described, you can submit a request and we'll take a look at it.
Where is my refund? My refund was approved, but it’s been more than 7 days.
Approved refunds can take up to 7 days to appear in your account – however, refunds to international payment methods may take longer. If your refund hasn’t appeared after 7 days, please contact your bank directly and ask about pending refunds on your account.
Please note: When a refund request is approved within 24 hours of the purchase, the original transaction is canceled and the charge drops off your bank statement. In this case, you will not see a credit on your account. This process can take up to 10 days – wait time for international payment methods may vary.
Still can’t find your refund? Please review your recent purchase history; you may have used the funds to make another purchase!
How do i track my order?
Within 1-2 business days of placing your order, you will receive a tracking number via email from our courier partner containing your package’s tracking information.
If you place your order during the weekend or a public holiday, your order will be sent out during the next working day, so you can allow additional days to receive your tracking details.
From where are your products shipped?
All orders to the United States and Canada are shipped from our warehouse in Sweden, France and China.
How can I cancel an order?
You’ll have the option to cancel your order directly from your confirmation email within 1 hour. Scroll down to find the “Changed Your Mind?” section. If it’s been longer than 60 minutes, email firstname.lastname@example.org and we’ll help find an alternative solution.
I accidentally canceled my order, can I resume it?
If you’ve canceled your order on-site and want to receive your order after all, the best way to do is by placing a new order at checkout. Email [email protected] if you have any questions — we’re here to help.
I canceled my order, but I’m not sure it went through. Can you confirm it has been canceled?
If you’ve canceled your order using the link in your order confirmation email, you’ll receive another email once the order has successfully been canceled. If you haven’t received a cancellation confirmation email, let us know at [email protected] (and include your original #GLO order number) and we’ll take a look!
I don’t see the option to self-cancel! How can I cancel my order?
If you’ve placed an order contains a gift card, please email [email protected] as soon as possible (including your # order number and cancel/change request) and we can help.