Refund policy
Last updated: 11 October 2026
This policy explains how returns, cancellations, replacements and refunds work at Glimot. It does not affect your statutory rights. If the law where you live gives you greater protection, those rights apply.
Which terms apply to your item
| Type of item | What it means | Change-of-mind return | Faulty, damaged or wrong item |
|---|---|---|---|
| Ready-made item | A non-personalised product already made before you order | Yes, 14 days from receipt (see Change-of-mind returns for ready-made items) | Yes (see Faulty, damaged, incorrect or misdescribed items) |
| Standard-design made-on-demand item | A non-personalised product made or assembled after you order, using a standard design | No once production has begun, except a legal right to cancel for UK and EU customers (see Standard-design made-on-demand items and Statutory cancellation rights) | Yes (see Faulty, damaged, incorrect or misdescribed items) |
| Personalised item | Made or altered to your details, such as a name, message, photo or date | No once production has started, where the law allows (see Personalised items) | Yes (see Faulty, damaged, incorrect or misdescribed items) |
| Large or freight item | Needs special delivery or return arrangements shown on its product page | As shown on the product page (see Large, high-value or freight items) | Yes (see Faulty, damaged, incorrect or misdescribed items) |
The product page identifies the type of item and any special delivery or return terms. If you are unsure which terms apply, contact us before ordering. A missing or unclear product label does not remove any rights you have under applicable law.
Change-of-mind returns for ready-made items
For eligible ready-made items, Glimot offers a 14-day change-of-mind return period from the day you receive the item. Please tell us within those 14 days and send the item back within 14 days after notifying us.
For a change-of-mind return, the item should be unused, unworn, undamaged and complete, with tags attached where applicable and in its original packaging where reasonably possible. If you are exercising a statutory cancellation right, you may handle the item as reasonably necessary to inspect it. Where the law permits, we may reduce a refund to reflect any loss in value caused by handling beyond that which would be allowed in a shop.
To request a return, email hello@glimot.com with your order number and the item you want to return. Please wait for our return instructions before sending anything. In some cases, such as a low-value item, we may decide that you do not need to send it back.
For change-of-mind returns, you are responsible for the return postage cost unless applicable law says otherwise. We recommend using a tracked service and keeping proof of postage.
Standard-design made-on-demand items
Some non-personalised items are made or assembled after an order is placed. Outside any applicable statutory cancellation right, these items are not eligible for a change-of-mind return once production has begun. This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
For customers in the UK and EU, a standard-design item is not automatically excluded from a statutory cancellation right just because it is made after an order. If the item is not personalised or made to your specifications, you may have a legal right to cancel it within 14 days of delivery. See the section on statutory cancellation rights for UK and EU customers below.
Personalised items
Personalised items are made or altered using information or materials you provide. Where permitted by law, a personalised item cannot be returned or cancelled for a change of mind once production has started. This does not affect your rights if the item is faulty, damaged, incorrect or not as described.
Before ordering, please carefully check spelling, dates, images, size, colour and quantity. We make personalised items using the details submitted with the order. Please use clear, well-lit images; the printed result may be affected by the quality and resolution of the image supplied.
Faulty, damaged, incorrect or misdescribed items
If an item arrives faulty, damaged, incorrect or significantly different from its description, contact us and we will work with you to provide an appropriate remedy under applicable law.
Please email hello@glimot.com as soon as reasonably possible. If you can, contact us within 30 days of delivery to help us investigate quickly. This is a request to help us resolve the issue; it does not remove or shorten any statutory rights you may have.
Please include your order number and a description of the issue. Photos or a short video of the item and packaging can help us assess it, but if you cannot provide them, contact us anyway so we can discuss another reasonable way to review the issue.
Depending on the circumstances and your legal rights, the remedy may include a repair, replacement, remake, price reduction or refund. If we ask you to return a faulty or incorrect item, we will provide instructions and cover reasonable return postage where required by law.
UK customers may have remedies under the Consumer Rights Act 2015, including, where applicable, the short-term right to reject faulty goods within 30 days. Other rights may apply after that period.
Statutory cancellation rights for UK and EU customers
If you are a consumer in the UK or EU, you may have a statutory right to cancel an online order for eligible, non-personalised items within 14 days after receiving them, without giving a reason. This can include a standard-design item made on demand, provided it was not personalised or made to your specifications.
To exercise the right, email hello@glimot.com within 14 days of receiving the item with a clear statement that you wish to cancel. Send the item back within 14 days after telling us. Unless the law requires otherwise, you pay the return postage.
You may handle the item only as much as reasonably necessary to inspect its nature, characteristics and functioning. Where permitted by law, we may reduce the refund if the item has been handled more than necessary and its value has fallen.
Where a statutory cancellation applies, we will refund the item price and the cost of our least expensive standard delivery option. We do not have to refund extra costs you paid for a more expensive delivery option. The refund will be made within the timeframe required by law; where permitted, we may wait until we receive the item or evidence that you have sent it back.
This statutory cancellation right does not generally apply to items made to your specifications or clearly personalised, perishable goods, or sealed goods that are not suitable for return for health or hygiene reasons once unsealed, subject to applicable law.
Cancelling before dispatch or production
If you want to cancel, email hello@glimot.com as soon as possible and include your order number. We will try to stop an order before it is dispatched. For made-on-demand or personalised items, production may begin soon after an order is placed, sometimes within 24 hours. Once production has started, cancellation may no longer be possible where the law allows, except where a statutory right applies.
If an order cannot be fulfilled, or we cancel it, we will notify you and refund any amount paid for the cancelled item using the original payment method, unless you agree to another solution.
Items not eligible for change-of-mind returns
Subject to statutory rights, the following are generally not eligible for change-of-mind returns:
- Personalised items once production has started.
- Made-on-demand items after production has started, except where a statutory cancellation right applies.
- Gift cards.
- Sealed hygiene or personal-care items after unsealing, where the law allows this exclusion.
- Perishable goods, where the law allows this exclusion.
- Items clearly marked as final sale on the product page, where permitted by law.
This list does not affect your rights if an item is faulty, damaged, incorrect or not as described.
Large, high-value or freight items
If a product requires special delivery or return arrangements, the product page will explain the applicable terms before you order. Any special terms apply alongside this policy and do not limit statutory rights. Please contact us before ordering if the product page does not clearly explain its delivery and return arrangements.
Delayed, lost or delivered-but-not-received parcels
If tracking has not moved for an unusually long time, or your order is outside its estimated delivery window, email orders@glimot.com with your order number and tracking details. As a general guide, we may begin a carrier investigation after 30 days without tracking movement, or after 15 days for an order being delivered to an EU address. These are investigation guides, not limits on your legal rights.
If tracking says "delivered" but you cannot find the parcel, please check with household members, neighbours and the carrier, then contact us. We will review the carrier information and investigate the delivery. Optional Package Protection, if offered and purchased, may provide additional benefits; it does not limit your statutory rights or prevent you from contacting us for help.
Refused, unclaimed or undeliverable parcels
If a parcel is returned because it was refused, not collected, customs charges were not paid, or an address was incomplete or incorrect, contact us so we can discuss the available options. Where permitted by law and disclosed before purchase, a refund may take account of reasonable shipping or carrier charges actually incurred. Personalised items may not be eligible for a change-of-mind refund, but your statutory rights are not affected. We will confirm any reshipment cost with you before arranging reshipment.
Refunds and exchanges
Approved refunds are made to the original payment method. For statutory cancellations, we follow the refund timing and delivery-cost rules in the section on statutory cancellation rights for UK and EU customers. For other approved returns, we aim to issue the refund within 14 days after we receive and inspect the returned item, or after confirming that no return is required. Your bank or payment provider may take additional time to display the refund.
For an eligible exchange, the simplest option is usually to return the original item for a refund and place a new order for the item you want. Personalised and made-on-demand items are not eligible for a change-of-mind exchange once production has started, subject to statutory rights.
Contact
For returns, refunds, product issues or cancellations, contact hello@glimot.com. For shipping and tracking questions, contact orders@glimot.com.
Phone / text: +44 1304 700399
Support hours: Monday to Friday, 9:00–17:00 UK local time. We aim to reply to emails within one business day.