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Refund policy

At GLiMOT, we are committed to providing high-quality products and a transparent shopping experience. To best serve you and reflect the nature of our diverse product range, our Return and Refund Policies are divided into sections addressing General Merchandise and Custom Made-to-Order Goods. We focus on quality and aim for clarity in all our processes.


Return Policy

This policy outlines the conditions and procedures for returning items purchased from GLiMOT.

Policy Structure: This policy addresses returns for both our General Merchandise and our Custom Made-to-Order Goods.

1. General Merchandise Return Policy

For most standard items purchased from GLiMOT that are not custom-made or personalised:

  • Return Window: You have 30 days from the date you receive your item to initiate a return request.

  • Eligibility: To be eligible for a return, the item must be in its original condition—unworn, unused, with any tags still attached, and in its original packaging. You will also need to provide a receipt or proof of purchase.

  • How to Initiate a Return: To start a return for an eligible General Merchandise item, please contact us at hello@glimot.com or log into your account on our website. If your return request is approved, we will send you a return shipping label and clear instructions on where to send your package. Items sent back to us without first requesting a return will not be accepted.

2. Custom Made-to-Order Goods Policy (No Returns)

All products sold by Glimot are made to order and produced on demand after a customer places an order. Because these items are specially created for each purchase, they are not eligible for returns, exchanges, or cancellations once production has started.

Please review product details carefully before placing your order.

If your order arrives damaged, defective, or incorrect, please contact us at hello@glimot.com and we will work to resolve the issue.

Other non-returnable items also include:

  • Perishable goods (e.g., food, flowers, plants).

  • Personal care products (e.g., beauty items) or items sealed for health or hygiene reasons (if opened).

  • Hazardous materials, flammable liquids, or gases.

  • Sale items or gift cards.

If you are unsure whether your specific item is eligible for a return, please do not hesitate to contact us.

3. Exchanges (Applicable to General Merchandise Only)

For General Merchandise products that are eligible for return under Section 1, the most efficient way to exchange an item is to follow the return process for the original item and then place a new order for the item you wish to receive. This is the fastest way to ensure you get the desired product. Please note that exchanges are not applicable to Custom Made-to-Order items due to their non-returnable nature.

4. EU 14-Day Cooling-Off Period (Applicable to General Merchandise Only)

If your order was shipped to an address within the European Union, you have the right under consumer law to cancel or return your order for any reason within 14 days from the date you receive it. The item must be in its original condition—unworn, unused, with tags, and in the original packaging—and proof of purchase is required. However, please be aware that this cooling-off right does not apply to certain items, including personalised items, perishable goods, or items sealed for health or hygiene reasons if they have been opened.

5. Contact Us

For any questions regarding initiating a return or clarifying eligibility, please contact us:

  • Email: hello@glimot.com

  • Phone/Text: +44 1304 700399 (Text Only)

  • Contact Hours: Monday - Saturday, 9am - 6pm Eastern Time

By making a purchase with us, you agree to adhere to this Return Policy. This policy applies to all products and services offered by GLiMOT. Please note that this policy may be subject to change at any time without prior notice. We recommend reviewing our policy regularly to stay informed.


Refund Policy

Our Refund Policy explains how refunds and other resolutions are processed by GLiMOT, depending on the type of product purchased. We value your satisfaction with our quality products and services.

Policy Structure: This policy outlines the handling of refunds and issue resolution for both our General Merchandise and our Custom Made-to-Order Goods.

1. Refunds for General Merchandise Returns

For General Merchandise items that are eligible for return under our General Return Policy (Section 1 of the Return Policy), refunds are processed after we receive and inspect the returned item.

  • Processing Approved Refunds: Once your return is received and inspected, we will notify you whether the refund has been approved. If approved, your refund will be processed to your original method of payment within 10 business days.

  • Timing: Please be aware that it may take additional time for your bank or credit card company to post the refund to your account.

  • Delayed Refunds: If you have not received your refund after 15 business days from the date your refund was approved, please contact us at hello@glimot.com.

2. Policy for Custom Made-to-Order Goods (Focus on Resolution, Not Standard Refunds)

For items that are custom or personalised and made specifically to order, our policy focuses primarily on ensuring the product meets our quality standards and resolving issues through appropriate means, as standard returns and refunds are generally not applicable to these specific items.

  • No Standard Refunds: As all items are made to order and many are personalised, we are generally unable to offer refunds on these specific orders if the error is not the responsibility of GLiMOT.

  • Focus on Remakes for Quality Issues: In the rare instance that you receive a custom or personalised product that is not up to standard, or is defective, damaged, or incorrect due to an issue with the item itself, we will consider issuing a remake at no extra charge. This is the primary method for resolving issues with these types of unique items. We will only resend the affected parts where possible. For certain issues like wrong design/product, Support Services may require a video of the product and package.

  • How to Report Issues with Custom/Personalised Items: If you receive a custom or personalised item with an issue, please inspect your order upon delivery and contact GLiMOT support immediately. We encourage you to provide a photo showing the issue where possible. We are committed to addressing concerns and finding a suitable solution.

  • Remake Eligibility: Remakes may be considered for issues including:

    • The item, an attachment, or the box arrived damaged or should not have passed quality assurance.

    • The artwork received is incorrect, or the wrong item was received.

    • The item has been stuck in transit for an unreasonable amount of time (dependent on circumstances and investigation).

  • Remake Terms: Specific terms apply to remake requests. For damaged items, claims must typically be made within 30 days after delivery for US orders, and 60 days for orders travelling outside the US. For items lost or stuck in transit with no movement, they can be reviewed for a possible one-time remake approval after 30 days from the ship date (15 days if within the EU), at management's discretion. Remakes for tarnished products may be denied if care instructions were not clearly displayed.

  • Refunds for Custom/Personalised Items (Exceptional Circumstances): While standard refunds are not offered for custom or personalised items, in extreme cases, such as requiring multiple remakes due to ongoing issues with the item itself, or when an issue is clearly a fault with the item, a refund may be considered. It is possible for GLiMOT to offer refunds to you as the buyer at our own cost, even if the circumstances do not strictly align with our standard policy.

  • Situations Reviewed for Escalation: Certain situations may be reviewed by management for potential resolution. These include:

    • Requesting cancellation of an order that has been stuck "In Production" if our support team is able to grant that cancellation request. Please note that cancelling an order before it enters production requires you to be very quick.

    • If we are unable to replace a custom item through the remake process, for example, because a product was discontinued.

3. Policy Updates

Please note that this Refund Policy, like our Return Policy, may be subject to change at any time without prior notice. We recommend reviewing our policies regularly to stay informed. By making a purchase with us, you agree to adhere to this policy. This policy applies to all products and services offered by GLiMOT.

4. Contact Us

For any questions regarding refunds, issues with your order, or to report a problem with a custom/personalised item, please contact us:

  • Email: hello@glimot.com

  • Phone/Text: +44 1304 700399 (Text Only)

  • Contact Hours: Monday - Saturday, 9am - 6pm Eastern Time