Help - FAQ's

1) How do I order?
2) When will my order be delivered?
3) How much does delivery cost?
4) How do I track my order?
5) Where is my order?
6) Is this web site secure?
7) My goods are faulty - how do I return an item?
8) How do glow sticks work?

1) How Do I Order?
Ordering is easy and you can do it many different ways:

• Online via our secure website
• By telephone: 01704 228556
• By post
• Cheque
• Pro-forma invoice (Payment before despatch)

We accept Visa, MasterCard, Visa Delta, Visa Electron, Maestro, Switch and Solo debit cards. Please note that cheques must clear before orders can be shipped and should be denominated in Pounds Sterling, drawn on a UK bank and made payable to 'The Glowhouse ltd'. All cheques along with order details should be sent to:

The Glowhouse Ltd
The Print Factory
Slaidburn Crescent
Southport
PR9 9YF


2) When Will My Order Be Delivered?
All orders placed before 4:00pm (Monday-Friday) are despatched from our warehouse the same day, subject to stock availability.

We offer a choice of services for UK addresses:

• Next Day Delivery Service (UK Mainland)
  Customers using our Next Day Delivery Service will receive their order the next working day between 9am and 5:30pm (Monday-Friday) of the order being placed. Orders placed after 4:00pm are despatched the next working day.
  
• Guaranteed Before 10.30am Next Day Delivery Service (UK Mainland)
  Customers using our Guaranteed Before 10.30 Service (placed before 4:00pm on weekdays) will receive their order the next working day before 10.30am. Please ensure you provide a delivery address (maybe a work address) where someone will be available to sign for your order.
  
• Saturday Morning Delivery Service (UK Mainland)
  Customers who require delivery for Saturday morning can use this service up until Friday 4.00pm. The order will be received on Saturday morning at the very latest 12.00pm. This is especially useful if you're in work and rather it delivered Saturday morning when you know you're going to be home and able to sign for your order.
  
• Northern Ireland, Highlands and Offshore Islands
  Delivery to the above destinations can take between 1-3 days, usually 1 day for Northern Ireland.
  All orders placed before 4.00pm Monday-Friday are despatched the same day.
  
• International
  The Glowhouse deliver to many countries all over the world. Delivery schedules are between 3-7 days and despatched from our warehouse the same day if placed before 4.00pm Monday-Friday UK time.

3) How Much Does Delivery Cost?
The delivery cost is dependant on the weight of the parcel and where it is being delivered to. The quickest way to calculate your delivery cost is to simply add your items to the basket and select your location using the drop down menu at the 'checkout'.


4) How Do I Track My Order?
Orders can only be tracked once they have been despatched with our courier. To track your order, you will need your four digit Glowhouse order number (which has been emailed to you) and your delivery post code. To track your order, please click 'Track Order' in the right hand corner of the web site.


5) Where Is My Order?
If you have tried tracking your order and ‘no job has been found', it is quite possible your order has been placed on back order. All products which are out of stock will state so, where applicable. Orders that include items which are out of stock are automatically placed on back order. If you're happy to wait, please do nothing. If you'd rather not wait and would like a refund, please don't hesitate to get in touch.


6) Is This Web Site Secure?

Your safety is at the forefront of our priorities here at The Glowhouse. We can guarantee the safety of your private information using the latest technology. We use 256-bit SSL software to protect your credit/debit card information when you place an order on our secure server. The 256-bit SSL can be authenticated by the Thawte certificate which can be viewed at anytime by our customers on the web site.

After you click on the "Checkout" link, secure pages are indicated by:

• the web address changing from "http://" to "https://"; and
• a "padlock" symbol (or key) in the bottom right-hand status bar of your web browser.
  

7) My Goods Are Faulty - How Do I Return An Item?
Our apologies if you have received an item that is damaged or faulty. The simplest thing to do is contact us and we will advise you on the best way to return an item. FAULTY or DAMAGED GOODS have to be returned within 7 days. For more details, please see our Returns Policy.