Return & Refund Policy

We want you to enjoy every purchase from dear glow shop. If you need to request a return or exchange, please review the guidelines below to ensure a smooth process.

1. Return & Exchange Eligibility

All return or exchange requests must be submitted within 7 calendar days from the date you receive your item (based on official tracking information).
Requests submitted after 7 days will not be accepted.
Only a one-time return or exchange per order is allowed.

To submit your request, email our Customer Experience team at hello@dearglow.shop with your order number and reason for return/exchange. Our team will review your request and advise the next steps.

2. Return Shipping Timeline

Once approved:

Returned parcels must reach us within 5 working days (Singapore orders) or 10 working days (International orders).
Returns received after this timeframe will not be processed.

Processing time for returns/exchanges takes 5–7 business days (excluding weekends, public holidays, and eves of public holidays) from the day we receive your item.

3. Refunds

Once your returned item has been received and inspected by our product vendors, your refund will be processed.
A credit will automatically be applied to your credit card or original method of payment within 14 days.

Refunds are issued only in the original payment method.
Refund timelines may vary depending on your bank or payment provider.
Shipping fees (if any) are non-refundable.

4. Condition of Returned Items

Dear Glow reserves the right to refuse returns if items do not meet the below criteria or if items are damaged due to customer mishandling.

Must be unopened, unused, and in original packaging.
Seals must be intact with no signs of tampering.
Items with damaged packaging due to customer handling will not be accepted.

5. Non-Eligible Items

The following are not eligible for return or exchange:

Change of mind
Opened or used products
Items damaged due to customer mishandling
Items listed as non-exchangeable or non-returnable
Orders placed using store credits or promotional codes where returns/exchanges are not allowed

6. Not Considered Defects

The following conditions are not considered defects and are therefore not eligible for return/exchange:

Minor colour variations due to lighting
Slight measurement or weight discrepancies arising from manufacturing
Natural textures or characteristics of materials
Minor cosmetic imperfections such as: Light scratches, Slight dents, Small marks, Slight asymmetry in packaging
Slight external box damage (e.g., light dents, minor scuffs) that does not affect the safety or quality of the product itself
Manufacturing-related variations that do not impact product performance

7. Return Shipping Costs

Return shipping costs are borne by the customer.
Please use a reliable courier with tracking. Dear Glow is not responsible for lost parcels.
Underpaid postage may result in non-delivery and cannot be processed.

8. Missing or Incorrect Items

If you received the wrong item or your order is incomplete:

Contact us within 7 calendar days of receiving your order.
Email hello@dearglow.shop with: Clear photos/videos of the received items, Outer packaging, Your order number

We will assist you promptly to resolve the issue.