Orders
Can I order by phone or email?
Yes, you can place orders directly by reaching out to our team via WhatsApp, Instagram, or our Contact Page.
Where is my order?
Once your order is processed and dispatched, you will receive a confirmation message with tracking details to follow your shipment.
How can I cancel my order?
If you need to change or cancel an order, please contact our team via Customer Support or Instagram as soon as possible before the order is dispatched.
Account
How do I create an Glow Trove customer account?
Simply click the “My Account” icon at the top right of our website and register with your email address. You will receive a quick confirmation email to verify your setup.
What do I do if I forget my password?
Click the “My Account” icon and select “Lost your password?”. Enter your registered email address, and we will send you a secure link to reset it.
My customer data has changed. Where can I update it?
Log in to your account and open your dashboard. Click on “Addresses” to update your shipping and billing information, or “Account Details” to update your name, email, and password.
How do I log in to my account?
Click the “My Account” icon located in the top navigation menu. Enter your registered email address and password, then click “Log in”.
Can I view my order details?
Yes, log in to your account and click on the “Orders” tab. Here, you can view the status, tracking information, and complete details for all your current and past orders.
Why should I create a customer account?
Creating an account allows for a faster checkout experience. You can save multiple shipping addresses, easily track active deliveries, view your past order history, and manage your wishlist in one place.
Payments
Which payment methods are accepted?
We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, and secure digital payment options at checkout. All transactions are encrypted and processed securely.
Why can't I pay by invoice?
To ensure quick order processing and immediate dispatch, we only accept secure upfront digital payments (such as credit/debit cards and Apple Pay). We do not currently offer payment by invoice or post-delivery billing.
Shipping & Delivery
How much are the delivery costs?
We offer complimentary standard shipping on all orders within the United Arab Emirates. For international deliveries, shipping rates are calculated at checkout based on your destination country.
Where is my order?
Once your package is dispatched, you will receive a shipping confirmation email containing your tracking number and link. You can also check your live order and delivery status by logging into your account and visiting the Orders tab.
How long is the delivery time?
Orders within the UAE are typically delivered within 1 to 3 business days after dispatch. International deliveries generally take between 4 to 7 business days, depending on customs clearance and location.
Is delivery to packing stations and post offices possible?
We deliver directly to physical residential and commercial addresses via our courier partners to ensure secure, hand-to-hand delivery. We do not recommend using PO Boxes or unmanned locker stations.
Is delivery abroad possible?
Yes, we ship internationally to select destinations worldwide. Applicable shipping rates, estimated transit times, and delivery options will be automatically calculated during checkout once you enter your shipping address.
Return
How can I return a product?
Items can be returned within 14 days of receipt, provided they are unworn, unwashed, and in their original packaging with all tags attached. To start a return, reach out to our support team with your order number to receive return instructions and arrange courier collection.
How long does it take to process my return?
Once your return is delivered to our facility and passes quality inspection, processing typically takes 2 to 4 business days.
How can I cancel an order?
If your order has not yet been processed or dispatched, contact our customer support team immediately via email or WhatsApp with your order number to request a cancellation.
A delivered item is defective. Where can I report it?
If you receive a damaged or incorrect item, please contact our customer support within 48 hours of delivery. Include your order number along with clear photos of the defect, and we will arrange a complimentary replacement or refund.
How and until when can I cancel my order?
Orders can be canceled free of charge before they are packed and handed over to our courier partner. If the package has already shipped, you will need to receive the delivery and follow our standard 14-day return procedure.
When and how will I receive credit for my return?
After your return is inspected and approved, your refund will be issued automatically to your original payment method. Depending on your bank’s processing times, the credit typically reflects in your account within 5 to 10 business days.
Voucher & Discount
How can I redeem a discount code or gift card?
You can apply your discount code or gift card during the checkout process. Simply enter your unique code into the “Promo Code” or “Gift Card” field before finalizing your payment, and the value will be automatically deducted from your total. Please note that only one discount code can be used per order, and they cannot be applied to previously placed orders or combined with other promotions.
Customer service & accessibility
At what times is customer service available?
Our customer care team is available Monday through Saturday from 9:00 AM to 8:00 PM (GST). Inquiries received outside these hours or on public holidays will be attended to on the following business day.
How can I contact customer service?
You can reach out to us directly through the Contact Us page, message us on WhatsApp, or send a direct message on Instagram. We aim to respond to all inquiries within 24 hours.
Can I also view the item in person?
Glow Trove operates exclusively as an online store, allowing us to bring premium collections directly to you. Detailed sizing guides, high-resolution imagery, and fabric specifications are provided on every product page to help you choose the right fit. If an item does not fit as expected, you can easily exchange or return it within 14 days of delivery.
Data protection
What does Glow Trove do to protect my data?
We handle your personal information with the utmost care and strict confidentiality. Glow Trove uses advanced security protocols, including industry-standard SSL encryption, to ensure your payment and personal details are fully protected during checkout. We are committed to your privacy and will never sell or pass your data to unauthorized third parties. For more detailed information, please review our full Privacy Policy.
Newsletter
How can I subscribe to the newsletter?
Scroll to the footer at the bottom of any page on our website, enter your email address in the “STAY IN THE LOOP” section, and click “SEND”.
What advantages does the Glow Trove newsletter offer
Subscribing keeps you informed about our latest premium apparel drops, exclusive offers, and style inspiration. You will also receive early access to sales and special seasonal promotions directly in your inbox.
How can I unsubscribe from the newsletter?
You can opt out at any time by clicking the “Unsubscribe” link located at the bottom of any ASMO newsletter email. If you experience any issues, please reach out to our customer support team for assistance.