Returns & Refunds

RETURNS & REFUNDS

Last updated: 3 November 2026

We want you to love your order. If something isn't right, we're here to help. Below you'll find everything you need to know about returns, refunds and exchanges. Your legal rights are described in full on our Right of Withdrawal page.

14-DAY RIGHT OF WITHDRAWAL

As a consumer, you can withdraw from your purchase within 14 days without giving any reason. The 14 days start on the day you receive your order. If your order arrives in multiple parcels, they start on the day you receive the last parcel.

After notifying us, you have another 14 days to send the product(s) back.

HOW TO START A RETURN

You can withdraw in any of these ways:

• Click the "Withdraw from contract" button in the footer of our website and confirm your withdrawal.

• Email us at support@glanceivory.com with your order number and the product(s) you want to return.

• Fill out our Withdrawal Form and send it to us.

Giving a reason is optional, but it helps us improve. After receiving your withdrawal, we will confirm it by email and send you the return address and instructions.

CONDITION OF RETURNED ITEMS

You may inspect the product as you would in a shop. Please return it complete, with all accessories, and if possible in its original packaging. If the product shows signs of use beyond what is needed to inspect it, we may deduct an amount for the loss in value from your refund.

RETURN COSTS

You pay the direct costs of returning the goods, unless the product is defective or we sent you the wrong item. We recommend using a trackable shipping method and keeping your proof of shipment.

REFUNDS

We refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal. We may wait to refund until we have received the goods back, or until you have sent us proof of return, whichever is earlier.

Refunds are made using the same payment method you used for your purchase, free of charge. If you chose a more expensive delivery option than our standard shipping, the additional cost will not be refunded.

DAMAGED, DEFECTIVE OR WRONG ITEMS

Did your order arrive damaged, defective, or is it not what you ordered? We're sorry! Please contact us at support@glanceivory.com with your order number and photos of the product and packaging. We will arrange a replacement, repair or refund in line with your statutory rights, at no cost to you, including return shipping.

STATUTORY WARRANTY

All products are covered by the statutory warranty. For consumers, warranty claims for new goods can be made within two years of delivery.

EXCHANGES

Want a different product, size or colour? The quickest way is to return your item and place a new order. If you prefer a direct exchange, contact us at support@glanceivory.com and we'll help if the item is available.

NON-RETURNABLE ITEMS

For legal reasons, the right of withdrawal does not apply, or ends early, for:

• sealed products that are not suitable for return for health or hygiene reasons (such as cosmetics or personal care items), once the seal has been removed after delivery;

• products made to your specifications or personalised;

• perishable products or products whose expiry date would quickly be exceeded.

Where this applies, it is stated on the product page. Your statutory warranty rights for defective products remain unaffected.

CONTACT

Sylvia Rohland – Glanceivory

Luckenwalder Str. 30, 12629 Berlin, Germany

Email: support@glanceivory.com | Phone: +49 160 7772794