GLOWFILLS Shipping Policy

Last updated: 7 September 2026

This Shipping Policy outlines how GLOWFILLS handles Order preparation, Dispatch and Delivery, the shipping methods available, and the obligations associated with each option.

Please review this Policy alongside our Terms and Conditions and Refund, Return, Replacement and Cancellation Policy before purchasing.

Nothing stated here removes any right or remedy protected by mandatory law. Any expressly purchased Delivery guarantee or commitment covering import duties and taxes remains binding for the relevant Order.

1. About This Policy

Throughout this Policy, “we”, “us”, “our” and “Seller” mean GLOWFILLS.

This Policy covers Orders submitted through our website and other sales channels officially operated by us.

Shipping availability, pricing and expected Delivery periods are influenced by the destination, Delivery zone, Product type, quantities, handling needs, fulfilment facility and chosen service.

The shipping method presented during checkout or expressly confirmed in your written quotation applies to your purchase. Certain services may be unavailable for particular Products or destinations.

2. Buyer Eligibility and Local Regulations

Regulated and professional-use Products may be purchased only by Buyers legally authorised to acquire and receive them.

General cosmetics and skincare Products may be available to purchasers without professional qualifications where permitted by the Product's classification and applicable law.

Requirements Before Purchase

Before ordering, you must establish whether the Products can legally be purchased, imported, possessed and used in the destination country.

You are required to:

• Confirm your legal eligibility to purchase and receive the Products.

• Secure any licences, prescriptions, import permits or other authorisations legally required from you.

• Provide correct purchaser, recipient and Delivery information.

• Submit documentation reasonably needed for lawful fulfilment.

• Notify us promptly about restrictions that may affect Delivery.

A Product appearing on our website, the availability of shipping, payment acceptance or Order confirmation does not establish that the Product has received regulatory approval in the destination country.

Verification Procedures

We may ask for professional credentials, business information or other relevant supporting documents.

Where applicable law requires verification or a prescription before supply, fulfilment cannot proceed until the necessary checks have been completed.

Our verification activities do not replace your responsibility to understand and comply with the legal requirements applicable to your purchase.

If eligibility or lawful supply cannot be established, we may suspend or cancel the Order under our Terms and applicable Refund Policy.

This section does not transfer our own legal responsibilities to the Buyer or exclude liability for our breach.

3. Order Confirmation and Processing

After submitting an Order, you will normally receive an email confirming that we have received it.

An automated acknowledgement is not necessarily final acceptance of the Order. The rules governing Contract formation are set out in our Terms and Conditions.

Standard Processing

Orders are generally prepared within 1–3 Business Days once:

• Full payment has cleared.

• Necessary eligibility checks are complete.

• Required documents and Delivery information have been received.

• Outstanding Product or stock-related decisions have been resolved.

Order processing and transportation are separate stages. Processing time is not included in transit estimates unless expressly stated.

Delays and Special Orders

Additional preparation time may be required during promotional campaigns, periods of exceptional demand or stock-related disruptions.

Customised, specially sourced or other non-standard Orders may also require longer processing. Where known, the expected timeframe will be communicated before purchase.

If a significant delay occurs after Order acceptance, we will explain the available alternatives. A materially different Product will not be substituted without your agreement.

Please respond promptly when we request information necessary to complete fulfilment.

4. Shipping Services and Estimated Times

Shipping methods vary by destination and Delivery zone. The services available for your particular Order will appear at checkout or in the relevant written quotation.

General Transit Estimates

Delivery category	Service	Estimated transit time
Domestic Delivery, where available	Standard	3–5 Business Days
Domestic Delivery, where available	Express	1–5 Business Days
International Delivery	Standard	3–7 Business Days
International Delivery, eligible destinations	Express	3–5 Business Days

Domestic Delivery refers to a service fulfilled entirely within the destination country. A domestic final-delivery stage following international transportation does not make the complete shipment domestic.

These periods are general estimates. Any timeframe expressly quoted for your selected destination and service takes precedence.

Understanding Delivery Estimates

• Transit estimates normally begin after physical Dispatch.

• Processing time must be added unless expressly included.

• Business Days generally exclude weekends and relevant public holidays.

• Customs checks, regulatory reviews, carrier disruptions and similar events may affect the expected timeframe.

• Creating a shipping label or updating an Order status does not necessarily mean transportation has started.

A Delivery guarantee does not guarantee arrival on a specific date unless we expressly agree otherwise.

Special Logistics includes the Delivery protection explained in Section 7.

5. Flat-Rate Shipping Charges

Shipping is charged using a flat-rate structure determined by the applicable Delivery zone, quantity tier and selected service.

The amount payable for your Order is displayed during checkout or included in your written quotation.

Rates may vary according to destination, quantities, shipping method, unusually large consignments and special packaging or handling requirements.

All charges payable to GLOWFILLS will be disclosed before purchase. If a requested modification creates additional costs, we will seek your agreement before proceeding.

Whether customs duties, taxes and clearance charges are included depends upon the shipping service selected.

6. General Shipping Services

FedEx / DHL — Without Ice

This method is offered only where suitable for the Products and destination.

Under this option:

• Products are packaged according to their documented transportation requirements.

• Cooling materials are omitted where they are not required.

• The Buyer pays destination duties, import taxes and clearance charges where these were disclosed before purchase.

• The Buyer must provide documents and permissions legally required from them for customs clearance.

We will not use transportation without cooling materials where doing so would conflict with the Product's documented requirements.

FedEx / DHL — With Ice

Where available and appropriate:

• Products are prepared using insulated packaging and cooling materials.

• Shipping preparation must reflect the specific Product's documented requirements.

• Destination duties, import taxes and clearance fees remain payable by the Buyer where disclosed before purchase.

• The Buyer must provide legally required documents and authorisations.

The appearance or condition of an ice pack alone is not sufficient to establish Product suitability.

Other Delivery Zones

Where another general shipping service is used, the carrier or service, applicable charge and available Delivery estimate will be presented at checkout or confirmed in writing.

Unless import charges are expressly included, disclosed destination duties, taxes and clearance fees remain the Buyer's responsibility.

Delivery Responsibility

General shipping does not include the additional Special Logistics guarantee unless expressly stated.

Nevertheless, transferring a parcel to a carrier selected by us does not automatically end our responsibility for the Order.

Delivery obligations, transfer of risk and available remedies remain subject to our Terms, this Policy and applicable law.

7. Special Logistics — Guaranteed Delivery Service

Special Logistics is offered for selected Products and destinations.

Services Included

The service price covers:

• Agreed transportation and Delivery arrangements.

• Customs-clearance services.

• Applicable import duties and taxes.

• The Delivery protection described in this section.

Shipments may pass through a regional warehouse or logistics hub before final local Delivery.

Buyers may still be required to provide accurate recipient information, identification or documentation legally required from them.

An inclusive shipping service does not remove regulatory eligibility or import-authorisation requirements.

Guaranteed Delivery Protection

If Delivery fails for a reason covered by the guarantee, we will arrange a replacement shipment without additional shipping charges.

The guarantee applies where Delivery failure is not caused by the Buyer's incorrect information, unjustified refusal, failure to collect the shipment or failure to meet a legal obligation applicable to them.

Customs-related failures are not automatically excluded. We will investigate the cause and honour the guarantee where the circumstances fall within the purchased service commitment.

If Replacement Shipping Is Unsuccessful

If Delivery remains unsuccessful after reshipment, we will refund the amount paid for the undelivered Products together with the shipping charge attributable to them.

Where no lawful and reasonably viable reshipment option exists, we will issue the applicable refund without requiring an unnecessary replacement attempt.

For an Order that is entirely undelivered, the refund includes the full shipping charge paid for that Order.

We will not require repeated unsuccessful reshipments or allow investigations to delay refunds beyond mandatory legal deadlines.

Unexpected Customs or Carrier Charges

If a carrier or authority requests payment for duties, taxes or clearance charges included in Special Logistics:

• Contact us promptly.

• Send the payment notice and tracking reference.

• If payment has already been made, provide proof.

We will arrange payment or reimbursement of verified charges covered by the service.

You will not be required to pay an included charge twice.

Delivery Dates

Special Logistics guarantees the remedy described above, rather than arrival on a particular date.

A specific arrival date is guaranteed only where we expressly agree to a date-specific commitment in writing.

8. Fulfilment Locations, Regional Hubs and Split Shipments

Orders may be dispatched from facilities in South Korea or other locations relevant to fulfilment.

Depending upon the Products and destination, an Order may:

• Be shipped from multiple facilities.

• Pass through a regional distribution hub.

• Arrive in more than one parcel.

• Use different carriers for international and domestic transportation.

• Have multiple tracking numbers.

Separate parcels may arrive on different dates.

We will provide relevant shipping information as it becomes available.

Additional shipping fees resulting solely from our decision to split an accepted Order will not be charged without your agreement.

Working with third-party fulfilment or logistics providers does not remove our contractual or legal obligations.

9. Packaging and Temperature-Sensitive Products

Products must be prepared and transported in a manner consistent with their documented handling requirements.

Depending upon the Product, packaging may include protective cartons, cushioning, insulation, cooling materials or other safeguards against damage and unsuitable transportation conditions.

Cooling Materials

Ice packs may thaw during transit.

A melted ice pack does not, by itself, prove that the Product is damaged or confirm that it remains suitable for use.

Temperature-related concerns will be assessed using available evidence, potentially including:

• Product-specific storage and transportation requirements.

• Shipment information.

• Transit duration.

• Available temperature records.

• Relevant manufacturer guidance.

The presence of insulated packaging alone does not prove that all required transportation conditions were maintained.

After Receipt

Store Products promptly according to their labels.

If a temperature-related problem is suspected:

• Separate the affected Products from usable inventory.

• Continue following their labelled storage instructions.

• Contact us promptly.

• Preserve relevant packaging and evidence where reasonably possible.

• Do not use or distribute the Products until their suitability has been established.

This section does not remove responsibility for unsuitable transportation arrangements or Products delivered in a compromised condition.

10. Dispatch and Tracking

Tracking information will be provided once available from the relevant logistics provider.

For shipments involving consolidation or regional distribution hubs:

• The first tracking update may appear after initial Dispatch.

• Domestic tracking may become available only when the final carrier receives the shipment.

• Tracking numbers may change between transportation stages.

• Updates may be intermittent during international movement or customs clearance.

A missing immediate tracking scan does not necessarily mean the shipment has not moved.

Conversely, creating a shipping label does not establish physical Dispatch.

If tracking information appears unclear or has stopped updating, contact us with your Order number. We will provide reasonable assistance in investigating the shipment.

Please respond to legitimate carrier requests, and contact us whenever additional support is needed.

11. Delivery Address and Recipient Responsibilities

Before placing an Order, ensure that the following information is accurate:

• Recipient's full name or registered business name.

• Complete street address.

• Building, apartment, unit or floor details, where applicable.

• Postal code, city and country.

• Current telephone number and email address.

• Essential access or Delivery instructions.

The designated recipient must be legally entitled to receive the Products.

Address Corrections

Notify us immediately if an address needs correction.

Changes depend upon operational feasibility and carrier approval. A requested change becomes effective only after we confirm it.

Any additional charge resulting from the requested amendment will be disclosed before proceeding.

Receiving the Shipment

Arrange for an appropriate recipient to accept Delivery and promptly attend to Products requiring special storage.

Where a carrier requests collection, documentation or another necessary action, respond within the reasonable period communicated.

12. Failed Delivery, Refusal and Non-Collection

Delivery may be unsuccessful because of an inaccurate address, unavailable recipient, access limitations, failure to collect or refusal of the shipment.

In such circumstances, we will consider:

• Information supplied by the carrier.

• Whether reasonable Delivery or collection opportunities were available.

• Whether appropriate notice was provided to the Buyer.

• The reason for refusal or non-collection.

• The shipping service purchased.

• Applicable contractual and statutory rights.

Where a Buyer's failure directly creates additional costs, we may recover reasonable and documented expenses to the extent permitted by law.

Any proposed redelivery, storage or return charge will be explained.

Refusing a shipment does not automatically communicate a valid cancellation or statutory withdrawal. Please notify us directly and clearly if you wish to exercise such a right.

A justified refusal because of incorrect Products or apparent serious damage will not automatically be classified as Buyer fault.

13. Customs and Import Clearance

Customs authorities may request supporting documents, inspect shipments, delay clearance or deny entry.

Buyer Obligations

Before ordering, you must establish the requirements applicable to the particular Products and obtain permissions that are legally your responsibility.

You must provide accurate information and cooperate with lawful requests concerning your obligations.

Our Obligations

We remain responsible for legal requirements imposed upon us and for the shipping services expressly purchased.

Customs declarations and supporting documentation must accurately describe the shipment.

Any importer-of-record arrangement must reflect the actual transaction and applicable law.

Shipping Fees and Import Charges

The shipping fee paid to GLOWFILLS covers the selected Delivery service.

Government import duties and taxes are separate charges assessed by authorities in the destination country, rather than additional shipping fees imposed by us.

These amounts may be collected directly by customs authorities or by carriers and customs brokers acting on their behalf.

Carriers or brokers may also impose separate clearance or handling fees.

The amount payable depends upon the shipment and destination rules. GLOWFILLS does not determine government import-duty or tax rates.

Shipping Options Excluding Import Charges

By selecting a service that excludes import charges, you agree to pay applicable duties, import taxes and disclosed clearance fees that are your responsibility.

Payment must be made through the official channels provided by the relevant authority, carrier or customs broker.

These amounts are separate from the shipping charge already paid to us.

Failure to pay a valid charge may delay customs clearance or cause the shipment to be returned or otherwise handled by authorities.

Any resulting costs or remedies will be assessed under this Policy, our Refund Policy and applicable law.

Special Logistics

For Special Logistics, applicable duties, import taxes and customs-clearance charges are included in the purchased service and covered by GLOWFILLS.

Government authorities continue to determine the relevant charges, while we arrange payment of the covered amounts.

If you receive an additional payment request for an included charge, contact us with the notice so that we can arrange payment or reimbursement of the verified amount.

If you are uncertain whether a payment request is genuine or covered by your service, contact us with the notice and tracking reference before paying.

Responsibility for exceptional additional expenses depends upon their cause, the Contract and applicable law.

Penalties, storage fees or destruction charges will not automatically be transferred to the Buyer regardless of the circumstances.

14. Customs Refusal, Seizure or Return

If a shipment is refused, detained, seized or returned by customs authorities, contact us promptly and provide the relevant notice.

We will review:

• The reason stated by the authority.

• Required documents and permissions.

• Whether either party failed to meet an applicable obligation.

• Whether lawful recovery or reshipment is possible.

• The purchased shipping service and any Delivery guarantee.

• Remedies required under applicable law.

A customs-related incident does not automatically entitle the Buyer to a full refund, nor does it automatically result in complete forfeiture of payment.

For Special Logistics, the Delivery guarantee in Section 7 applies where its conditions are satisfied.

For other services, remedies are determined by the Contract and applicable law.

If failure directly results from missing authorisations or incorrect information that were the Buyer's responsibility, lawful and documented costs may affect the refund available.

We will not arrange reshipment through an unlawful route or require repetition of an unsuccessful process where a refund is due.

Refusal to Pay Import Charges and Returned Shipments

Where a shipping service expressly excludes import charges, you must pay valid duties, taxes and disclosed clearance fees that are your responsibility.

If a shipment is delayed, refused, abandoned or returned because you fail or refuse to pay these charges:

• The resulting Delivery failure is not our responsibility to the extent caused by your non-payment.

• Complimentary replacement or reshipment does not apply to that failure.

• You may be responsible for reasonable, documented return, storage, clearance or redelivery expenses directly resulting from the failure, where legally permitted.

• Refusing payment does not automatically cancel the Order or establish a refund entitlement.

Refund Assessment for Customer-Caused Returns

Where a shipment is returned because of unpaid import charges, incorrect Delivery details, unjustified refusal or non-collection, any discretionary refund will be assessed only after the shipment physically arrives at our designated return facility and has been inspected.

A tracking update such as “return initiated” or “return to sender” does not prove that we have received the Products.

Receipt of the returned parcel does not automatically guarantee reimbursement.

We will evaluate:

• Products and quantities successfully recovered.

• Product condition, seal integrity and remaining shelf life.

• Compliance with applicable storage and transportation requirements.

• Eligibility under our Refund Policy.

• Reasonable and documented deductions permitted by the Contract and law.

If a customer-caused return cannot be recovered because it is abandoned, destroyed or otherwise not returned, no discretionary refund is available under this provision.

These conditions do not override mandatory refund rights, responsibility for our own breach or an applicable Special Logistics guarantee.

Where valid statutory withdrawal rules permit evidence of return to trigger reimbursement, we will not impose physical receipt and inspection as additional conditions.

15. Lost Parcels and Disputed Delivery

Contact us if:

• Tracking has not progressed beyond the expected Delivery period.

• The carrier reports that the shipment is lost.

• Tracking indicates Delivery, but you have not received the parcel.

• Only part of the expected shipment has arrived.

Where appropriate, check with authorised recipients, reception personnel or the indicated collection point.

We may request reasonable information to investigate and obtain Delivery evidence from the carrier.

A Delivery scan alone does not conclusively establish physical receipt where a genuine dispute exists.

Where we remain responsible for an undelivered shipment, we will provide the remedy required by the Contract, purchased Delivery guarantee and applicable law.

Carrier investigations do not extend mandatory deadlines for remedies.

16. Damage, Incorrect Products and Missing Items

Inspect your parcel and its contents promptly after Delivery.

Visible damage, incorrect Products and missing items should be reported within 14 calendar days after Delivery, following our Refund Policy.

This commercial reporting period does not remove longer mandatory rights or valid Claims involving hidden defects.

Where reasonably available, provide:

• Order number.

• Affected Product and quantity.

• Photographs of the parcel, shipping label and Products.

• Relevant batch or lot details.

• Description of the problem.

An unboxing video may support an investigation but is not an automatic requirement for obtaining a remedy.

Do not use or distribute Products suspected of being compromised.

Retain relevant evidence and follow the reporting instructions in our Refund Policy.

17. Delivery, Risk and Ownership

Subject to mandatory legal rules, risk of loss or damage passes upon physical Delivery to you or your designated recipient.

Handover to a carrier appointed by GLOWFILLS does not, by itself, constitute Delivery to the Buyer.

Different arrangements involving a carrier independently commissioned by a Consumer are governed by applicable law.

Ownership is determined under our Terms and Conditions.

Transfer of risk does not remove rights concerning defects or non-conformity existing at Delivery.

18. Events Beyond Reasonable Control

Shipping may be affected by circumstances outside reasonable control, including:

• Severe weather or natural disasters.

• Transportation disruptions or strikes.

• Government restrictions.

• Customs or regulatory intervention.

• Widespread carrier or infrastructure failures.

If such circumstances materially affect an Order, we will take reasonable measures to reduce the impact and communicate relevant changes.

Estimated Delivery dates may need to be revised.

Applicable rights concerning delayed or failed Delivery remain available.

This provision does not permit us to retain payment indefinitely for an Order we cannot deliver or disregard an express shipping guarantee.

19. Cancellations, Returns and Refunds

Requests for cancellation, return, refund, replacement or reshipment are handled under our Refund, Return, Replacement and Cancellation Policy.

In particular:

• Contact us promptly if you wish to cancel an Order before Dispatch.

• Statutory withdrawal rights, where available, do not require our discretionary approval.

• Obtain the correct return instructions before sending Products back.

• Voluntary change-of-mind returns are limited to eligible general cosmetics and skincare Products under the Refund Policy.

• Botulinum toxin products, dermal fillers and other excluded injectable or sterile professional-use Products are not eligible for voluntary change-of-mind returns.

• Exclusion from voluntary returns does not remove statutory rights or remedies for defective Products.

The Special Logistics guarantee in Section 7 remains part of the Contract for that service.

Customer-caused returns remain subject to the assessment and recovery provisions in Section 14, including exceptions for mandatory rights and applicable guarantees.

20. Changes to This Policy

The version of this Policy available when you placed your Order governs that Order unless a change is legally required or expressly agreed with you.

Revised versions apply to future purchases and will display an updated publication date.

Later changes do not retrospectively remove an agreed shipping service, included charge or Delivery guarantee.

21. Contact Us

For questions about shipping, tracking or Delivery issues, contact:

Email: info@glowfills.com
Phone / WhatsApp: +372 5360 2282

Please provide your Order number and tracking reference, where available.

Contact us for the correct return address before sending Products.

An office, supplier location or Dispatch facility is not automatically an authorised return destination.