FAQ

DELIVERY:

Where does Glasshouse Shop ship to?

We provide international shipping to most countries. However some products are not able to be shipped due to weight restrictions eg. litre shampoos. Keep an eye out for updates on this!

When and from where are orders despatched?

Orders are despatched Monday - Friday excluding Bank Holidays. All orders are shipped from our base in East London and we aim to send out your delivery within 2 days of receiving your order.

How much does shipping cost?

We offer 1st Class Signed For shipping. 1st Class Signed For begins at £4.45 in the UK and an additional amount will be added according to your orders weight.  Additionally we offer free delivery for all orders above £60.

When should I expect to receive my order?

We aim to have your order delivered to you in 3-5 working days. Please note your delivery will require a signature upon receiving, please ensure someone is available to do this at your delivery address. If no one is available to sign for your parcel, you will receive a delivery card with contact information detailing the amount of time you have to rearrange redelivery or collection before it is returned to us.

RETURNS:

I’ve received the wrong product! What shall I do?

We’re really sorry we made a mistake! Please email info@glasshouseshop.co.uk and let us know what we did wrong and the product you originally ordered and we can resend it to you as soon as possible! Follow our returns policy as below however we will not charge for the reshipping of a wrong order.

Can I return my product if I’m not happy with it?

We accept returns within 14 days of receiving the order and the product must be unused or very lightly used. Please email us at info@glasshouseshop.co.uk with a full explanation of your reason for returning the products. We will refund the cost of the product back to your original form of payment, please note postage and shipping fees are non refundable. Returns should be sent to: Glasshouse Salon, 1 Westgate Street, London, E8 3RL. To ensure we process your return and refund as soon as possible, please follow the following procedure: please repackage in the original packaging where possible and ensure it is sealed securely. Take it to your local Post Office and ask for proof of postage. Without this, you will be unable to make a claim should the parcel go missing. (Please note: Glasshouse will not be liable for lost returns.)

How long does it take to process a return?

Refunds take 5-10 business days to appear on your statement.

PACKAGING:

How will my order be packaged?

We package all of our items as sustainably-minded as we can. Each box is 100% recyclable, compostable and made with 37.6% virgin kraft paper and 62.67% recycled paper. All virgin paper is sourced from FSC-certified sources and the paper tape we use is fully recyclable and biodegradable.

We fill our boxes with compostable kraft paper made from 100% post-consumer recycled content. On occasion, extra padding such as recyclable bubblewrap may be required for more fragile items. There is always more to do and we’re constantly on the lookout for ways we can minimise our packaging footprint further.

PAYMENT:

What payment methods do you accept?

We currently accept all major credit and debit cards.

When will my card be charged?

Your card will be charged as soon as you make your order with us.

MY ORDERS:

How can I check the status of my order?

You can view order status on your account page, this will be updated as soon as you are charged and again once your order has been shipped to let you know it’s on its way to you!

PRODUCT INFORMATION:

How can I find out more information and ingredients in a product?

You can learn about each product on its individual page. All of the products we stock are cruelty free.