ORDER QUESTION
We can review the order details.
Share the order number and checkout email so we can identify the transaction and review the information associated with it.
✦ DISPUTES & CHARGEBACKS
Something went wrong? Start with us first.
If you have a concern about an order, payment, delivery or refund, please contact GlowNovi before opening a chargeback with your bank or card provider. Many issues can be reviewed faster through normal customer support when we have the order details.
BEFORE OPENING A DISPUTE
01
Check your order details
Review the order number, items and checkout email.
02
Check tracking
Review the latest available carrier updates where applicable.
03
Contact GlowNovi
Explain the issue and include supporting information.
04
Allow the issue to be reviewed
Some order and payment issues can be resolved directly.
Many issues can be reviewed directly.
A chargeback is a formal payment dispute and can move the issue into a bank or payment-provider process. Contacting GlowNovi first gives us an opportunity to review order, payment, delivery, product and refund information and determine whether the concern can be resolved directly.
DELIVERY QUESTION
Tracking may explain what happened.
When available, carrier tracking can help clarify whether an order is in transit, delayed or marked as delivered.
PRODUCT ISSUE
Photos can help document the problem.
For damaged, incorrect or otherwise problematic items, include clear photos where applicable.
PAYMENT QUESTION
We can review the order-side information.
If a charge looks unfamiliar or incorrect, contact GlowNovi with the order details. Do not send full card numbers, passwords or sensitive credentials.
THE SUPPORT PATH
Give us enough context to review the issue.
The more clearly the issue is described, the easier it is to identify what happened and which support route may apply.
Contacting GlowNovi does not guarantee a particular outcome. The available resolution depends on the circumstances of the order, applicable store policies, carrier information and any relevant payment-provider processes.
01
Send the order number
Include the order number connected to the issue.
02
Explain what happened
Keep the explanation clear and specific.
03
Add supporting information
Include photos, tracking details or other relevant information where applicable.
04
Review the response
Follow the support instructions provided for the issue.
What kind of issue are you dealing with?
Review the carrier tracking and GlowNovi Shipping Policy first. If the expected delivery window has passed or the status needs review, contact us with your order number so we can investigate the available information.
Contact GlowNovi with the order number and clear photos where applicable. We will review the issue under the relevant Returns & Refunds Policy and available order information.
Check your order confirmations and payment records, then contact GlowNovi if the charge appears connected to our store but remains unclear.
Review GlowNovi’s Returns & Refunds Policy and contact Customer Care if you need help requesting a refund or if an approved refund appears incomplete.
ABOUT CHARGEBACKS
VIEW PAYMENT POLICY
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A chargeback is handled through your payment provider.
If a chargeback or payment dispute is filed, the bank, card issuer or payment provider may request evidence from both the customer and GlowNovi. We may submit relevant order confirmations, payment records, tracking details, delivery information, policy records and customer communications through the provider’s dispute process.
Once a payment-provider dispute is active, parts of the matter may need to be handled through that provider’s process. Knowingly false or misleading disputes may be contested with the records available to us and handled in accordance with payment-provider rules and applicable law.
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IMPORTANT
Keep communications accurate and complete.
When contacting GlowNovi, your bank or a payment provider, provide complete and accurate information. Do not file a dispute for a purchase you knowingly made and received simply to avoid GlowNovi’s published order, return or refund process.
LET’S REVIEW IT FIRST
Send the details. We’ll look at the order.
Include your order number, checkout email and a clear explanation of the issue. Add relevant photos or tracking information where applicable.