Refund policy

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You'll also need your receipt or proof of purchase.

To start a return, log in to your account, go to your order history, and select the item(s) you'd like to return. All return requests are reviewed and we reserve the right to decline returns that do not meet our eligibility criteria. If your return is approved, we'll send you a returns label by email. Please note that a £3.95 return shipping fee will be deducted from your refund. Any items sent back to us without first requesting a return will not be accepted.

If you checked out as a guest, please contact us at help@gloa.co.uk with your order number and reason for return to submit your request.

Please contact us for any return questions at help@gloa.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Due to the increasing use of digital and AI-generated imagery, we require clear visual evidence to assess all damage claims.

To process your claim, please provide:

• Clear photographs of the damaged item(s)
• Photographs of the packaging (including outer box and any internal packaging)
• Two short videos showing the damage from different angles

In some cases, we may ask for the item to be returned to us for further inspection before issuing a refund or replacement.

We are unable to process claims without sufficient visual evidence.

Exceptions / non-returnable items
Custom products (such as special orders or personalized items) are not accepted for returns. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Not withstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@gloa.co.uk.