Help

ACCOUNT RELATED

What is My Account? How do I update my information?

Your account at Glowship can be accessed through the sign-in button provided on the homepage and through it you can

• Access and update your personal details (such as name, email address, contact details, shipping address)
• Monitor the progress of your orders
• Review your order history
• Access the review and ratings posted by you
• Access products saved in your shopping cart
• Manage your subscription to our newsletter

If you change your email address, please remember to sign in with your new email address next time. Please note that personal information can only be edited by the customer from the “Account” section only, customer service at GlowShip has no rights nor access to modify the customer’s details.

I don’t remember my password, what do I do?

Here's what you need to do:

• Click Account on the top right of the site page to access the login window.
• Click the Forgot your password link available on the bottom right of the login window.
• Enter your e-mail ID in the displayed field. We will send you a link in your e-mail.
• You can reset your password instantly by clicking the link.

Is it important for me to sign up before making a purchase on Glowship?

It is not mandatory for you to create an account with us before making a purchase. You can checkout as a guest. In case you choose to create an account with us it can be done during the checkout process.

Should I be concerned about the privacy of my personal information I have shared with Glowship?

We understand that you value your privacy, and we respect it. Glowship is committed to maintaining complete confidentiality and privacy of the data you share with us.

PURCHASING & PAYMENTS RELATED

Do products sold on Glowship come with guarantee/warranty details?

All products sold on Glowship are new, 100% original and covered under fixed period manufacturer warranty, wherever applicable. The warranty details, wherever relevant are provided along with the product listing. In addition, the merchants selling on Glowship are authorized sellers of these products and have been verified by Glowship.

What steps should I follow to make a purchase on Glowship?

We recommend the following steps to make a purchase on Glowship:

• Use Glowship wizard, if available for that product category, to select the product/models that fits your requirement the best
• Select your product and on the product listing page and click on the “Buy Now” button.
• Click on “Continue Shopping” in case you would like to buy more items OR click on “View Cart & Checkout” to proceed to Checkout.
• Verify the product & price and then click on the “Proceed to Checkout” button.
• You can proceed with your purchase using one of the following options:You will be directed to the payment gateway where you can enter your card/bank account details for payment and complete your purchase.
  • Logging into your Glowship account: This will help us retrieve your personal information, shipping address and other details to provide you with a faster checkout.
  • Checkout as Guest – In this option, you don’t have to create an account with us but you need to enter your personal details, shipping address etc. which will not be saved for future purchases
  • Checkout by registering with us – In this option your account will be automatically created and it will save all the information you enter so that it can be retrieved for future purchases through your account.

How do I pay for a purchase on Glowship?

You can use any of the following payment methods:

• Credit Card (Visa/Master)
• Credit Card EMI (3, 6, 9 or 12 month instalments)
• Debit card (All leading bank debit cards)
• Netbanking (For all leading banks)

Are there any hidden costs when I make a purchase on Glowship?

There are zero hidden charges when you make a purchase on Glowship. For each product, we clearly specify what is included and excluded in the price displayed. The price you see on the product page is exactly what you pay.

How do I know my purchase is complete?

You will see a confirmation message on the screen along with your order number. We will also send you an email with these details.

Tried placing my order using my debit card/credit card/Net Banking but the order was not successful. What happens to the money deducted from the card?

Please check your bank/credit card account to first ensure that your account has been debited.

If your account has been debited after a payment failure, it is normally rolled back by banks within 7 business days. The time taken can vary from bank to bank and we unfortunately won't be able to expedite this. Please check with your bank for more details.

If your bank informs you otherwise please get back to us. If the money has been credited to our account we would initiate refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:

• Net Banking 2-4 business days
• Debit Card 5-7 business days.
• Credit Card 7-21 business days.

What should I do if my payment fails?

In case of a payment failure, please retry ensuring: Information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) and your Internet connection is not disrupted in the process.

If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can email us on support@glowship.com or please give us a call with your order number for any clarification.

What are the EMI payment options on Glowship?

There are two kinds of EMI options available on Glowship - Online EMI & Offline EMI.

In cases of availing both Online/Offline EMI options you may choose to pay in 3,6,9, or 12 month instalments. The minimum cart value to avail the EMI payment option is indicated in the table below. Please note that this option is available only when the cart contains items from a single seller.

Credit Cards/ Interest Charge on EMI plans

Bank	Min. Cart Value	3-month	6-month	9-month	12-month
HDFC	3000	13%	13%	14%	14%
ICICI	3000	13%	13%	13%	13%
Axis	3000	12%	12%	13%	13%
Kotak	3000	12%	12%	14%	14%
IndusInd	3000	14%	14%	14%	14%
Ratnakar Bank	3000	13%	13%	13%	13%
Standard Chartered	3000	13%	13%	14%	14%
Central Bank of India	3000	13%	13%	14%	14%
HSBC	3000	12.5%	12.5%	13.5%	13.5%
Citi	3000	13%	13%	15%	15%
AMEX	3000	15%	15%	15%	15%

How is the EMI payment calculated?

There is NO processing fee charged for availing GlowShip's EMI payment option. On return or exchange, interest charged by the bank till that time will not be refunded by Glowship.

The Bank charges annual interest rates (as shown below) according to the reducing monthly balance. In the monthly reducing cycle, the principal is reduced with every EMI and the interest is calculated on the balance outstanding.

Example and Calculations

The table below shows a representative rendering of EMI plans for a Rs 20,000 purchase on Glowship paid using the EMI payment plan

Tenure (months)	Loan amount	Monthly installment	Bank interest rate	Total effective price you pay	Interest paid to Bank
3	Rs 20,000	Rs 3,450.97	12.00%	Rs 20,705.80	Rs. 705.80
6	Rs 20,000	Rs 6,800.44	12.00%	Rs. 20,401.33	Rs. 401.33
9	Rs 20,000	Rs 2,344.32	13.00%	Rs 21,098.89	Rs. 1,098.89
12	Rs 20,000	Rs 1,786.35	13.00%	Rs 21,436.15	Rs. 1,436.15

How do I make a payment using Glowship's credit card EMI option?

Once you've added the desired items into your cart, proceed to checkout as usual. Please note that the credit card EMI option is available only when the cart contains items from a single seller.

When prompted to choose a 'Payment Option', select 'Credit Card (EMI)'. Choose the bank and plan (3, 6, 9 or 12-month) of your choice and enter your credit card details. Once the payment is authorized, your order will be processed and shipped. You will need to pay the total amount, in the pre-determined number of instalments, as per your credit card billing cycles.

How is my credit card charged in case of the offline EMI scheme?

The offline EMI scheme is currently available on ICICI/Axis/Kotak credit cards only.

Once a consumer opts for payment through the Offline EMI option using any of the above cards the following steps are executed in the process for conversion of the payment into EMI:

• At the time of the transaction, the credit card is charged for the full amount.
• The transaction is converted into an EMI in offline mode by the card issuing bank and it normally takes 7 working days for the same.
• Once the EMI conversion is approved by the card issuing bank, you will see a credit for the full amount and the first EMI charge will occur subsequently.
• The card issuing bank may modify the terms of the EMI offering at any time. Further, the issuing bank may at its sole discretion choose to reject or change EMI tenure (basis customer history, amount of transaction) or withdraw EMI scheme completely.
• Glowship shall not be responsible for any disputes arising due to non-conversion of a transaction to EMI. The customer will have to inquire about the status of their EMI request and address any clarifications/disputes to their issuing bank.
• In all cases, where the customer has opted for payemnt through Offline EMI option, Glowship shall ship the order only after receiving a confirmation from the customer that the said transaction has been converted into EMI.
• EMI transactions once submitted cannot be cancelled/reversed.

DELIVERY & RETURNS RELATED

How do you ship orders?

The merchants selling on Glowship currently provide fulfilment and delivery services for their products. Most of our merchants sell products in the same city and we currently find fulfilment by the merchants to be most cost effective and this helps us sell products to you at the most competitive prices. In many cases, this also allows our merchants to provide you free installation for their products wherever applicable. Glowship clearly indicates the expected delivery time for each product and religiously follows up with merchants to ensure the same is adhered to.

What are the shipping & installation charges for products purchased on Glowship.com?

Glowship currently offers free shipping & installation wherever applicable. The same is also clearly indicated in each product listing to avoid any confusion.

What if I receive my products in a damaged condition?

Glowship guarantees a free replacement or a complete refund of your payment in case you receive the products purchased by you in a damaged condition.

What is the general returns policy on Glowship?

Glowship seeks to offer you a trustworthy and hassle-free shopping experience. In case we receive a cancellation notice from you within 24 hours of placing the order and the order has not been processed by us, we will go ahead and cancel the order. Further, we will replace any order within 10 days of delivery, with free return shipping if you receive a product with the following defects:

• Wrong product
• Wrong quantity
• Missing parts/accessories
• Defective product
• Damaged on arrival
• Specification significantly different from the description provided on the website

However do make sure that the product(s) have not been used and/or altered/tampered with, as well as accompanied by the original packing and invoice. Please contact our customer support, so we can help facilitate your return.

What are the modes of refund available if I don’t want a replacement for my order?

In this case, the money will be refunded back to the payment mode/account that was originally used to make the transaction. We will initiate the refund within 3 days of your request. Receipt of the refund would however depend on the mode of payment mode chosen by you. The expected timelines are as below:

• Net Banking 2-4 business days
• Debit Card 5-7 business days.
• Credit Card 7-21 business days.