FAQ
Which countries do you deliver to?
We currently deliver to Belgium, France, the Netherlands and Luxembourg.
We are working to add more delivery areas in Europe.
When and how long will it take for my order to be shipped?
Orders placed before 5 PM are prepared and shipped the same day, from Monday to Saturday, excluding public holidays.
What are the estimated delivery times?
The estimated delivery times from the date of shipment are as follows:
- Belgium: 1 to 2 business days
- Netherlands & Luxembourg: 2 to 3 business days
- France: 2 to 4 business days
These delivery times are indicative and may vary depending on the carrier or during periods of high demand.
What are the delivery charges?
The exact delivery costs are always displayed before payment confirmation.
🎁 Free delivery:
At a relay point
- From €59 (Belgium, Netherlands, Luxembourg)
- From €79 (France)
At home
- From €119 (Belgium)
- From €139 (Netherlands)
- From €149 (France, Luxembourg)
How can I track my order?
As soon as your order is shipped, you will receive an email containing a tracking link.
You can also track your parcel directly via the tracking portal available on our website.
Can I modify or cancel my order after it has been validated?
We process orders very quickly, in less than 24 hours. If your order has not yet been shipped, it is sometimes possible to modify or cancel it.
Contact us as soon as possible via customer service. Once the order has been shipped, no changes or cancellations will be possible.
I made a mistake in my delivery address, what should I do?
If you notice an error in your address, contact us immediately after placing your order.
If the package has not yet been shipped, we will do our best to correct the address.
I received the wrong product or a damaged product, what should I do?
If you receive an incorrect or damaged product:
- Contact us within 14 days of receipt at contact@teaandglow.com
- Please attach clear photos of the package and the product in question, along with an explanation of the problem.
- Enter your order number
After verification, we will offer you a suitable solution (replacement or refund).
In this case, the return shipping costs are fully covered by Tea & Glow.
My order is marked “delivered” but I haven’t received it.
If the tracking indicates that the package has been delivered but you haven't received it:
- Check with your friends and family or your local pickup point.
- Check the carrier's tracking
If the package remains untraceable, contact us at contact@teaandglow.com .
We will open an investigation with the carrier in order to find a solution.
What payment methods do you accept?
We accept the following payment methods:
- Bank card (Visa, Mastercard, etc.)
- Other payment methods displayed at checkout on the website
Payments are processed via secure platforms.
Is the payment secure?
Yes. All transactions made on Tea & Glow are 100% secure thanks to payment systems that comply with current security standards (SSL encryption).
We never have access to your bank details.
What are the return conditions?
To be accepted, the return must meet these conditions:
- New, unused and unopened product
- original packaging intact
- seals unbroken
- Full return (product, accessories, any gifts or samples)
If these conditions are not met, the return may unfortunately be refused.
Can I return a product if I change my mind?
Yes, you have 14 days after receipt to request a return, only for new, unused and unopened products.
How can I request a return?
It's very simple, just contact us by email at contact@teaandglow.com or via the contact form within 14 days of receiving your order, indicating:
- your order number
- the product(s) concerned
- the reason for the return
Our team will then explain the procedure for the return trip.
Are the return shipping costs my responsibility?
Yes. Return shipping costs are the responsibility of the customer in the case of a change of mind.
However, if the return is due to an error on our part (incorrect, defective or damaged product), we will of course cover the costs.
If a return is accepted, what does the refund include?
Once the return has been validated:
- the price of the returned product(s) is refunded
- The initial standard delivery charges are also refunded.
Express delivery charges or special options are non-refundable.
When will I be reimbursed?
The refund will be issued within a maximum of 14 days after receipt and verification of the return.
The refund is issued via the payment method used for the order.
A voucher can also be offered, only if you wish.
How does the gift tier system work?
Gifts are automatically offered based on the total amount of your order.
As soon as you reach a milestone, you can choose a gift from a selection offered and add it to your basket before finalizing your order.
The larger your order, the more gifts you unlock:
- €30: 1 free mask
- €50: 1 free mask
- €70: 1 free mask
- €100: 1 free mini
- €130: 1 free mask
- €160: 1 free mask
- €200: 1 free full-size item
Can the gifts be combined?
Yes, the gifts can be combined.
If your order reaches multiple tiers, you will receive a gift for each tier reached.
Can I choose my gift?
Yes, at each milestone reached, you can choose your gift from the options available for that milestone.
The gifts offered may vary depending on stock availability.
Concrete example
Here's how it works in practice:
- Example: If you place an order of €160
- You reach the milestones of €30 – €50 – €70 – €130 – €160
- At each level, you choose a gift according to the options
- Result: 5 free gifts, in addition to your order
How does the referral program work?
The referral program allows both the referrer and the referred friend to each receive 5 free face masks.
Here's the principle:
1) The sponsor shares their sponsorship code with a close friend.
2) The referred customer activates their offer:
- The godson clicks on the link.
- A pop-up appears on the site.
- He enters his email address to receive his reward code.
- He then receives an email containing his personal code.
3) The godson places an order:
- To take advantage of his gift: He must place an order of at least €50 and enter his code at the time of payment.
- A discount of €0.01 will appear in their basket. This is normal; it simply means that the gift has been activated.
Our teams will automatically add the 5 free face masks to his/her order.
4) Sponsorship validation:
Once the referred customer's order is paid for, the referral is validated. The referrer then receives an email with their own reward code.
Where can I find my referral code?
To retrieve your referral code, it's very simple:
- Click on the red “Rewards” bubble located at the bottom right of the screen
- Once the window is open, scroll down
- Go to the Sponsorship section
Your referral code is right there. All you have to do is share it.
Can the gifts be combined with the referral offer?
Yes, under certain conditions.
- The referral offer can be combined with: Current promotions on the website, loyalty club rewards, and gift tiers starting at €70.
The referral offer cannot be combined with the first two gift tiers:
- Level 30 €
- Level 50 €
From €70 onwards, the gifts linked to the tiers are normally combined with the referral bonus.
€0.01 discount?
When you use your referral code, a discount of €0.01 will appear in your basket.
No worries
This discount is purely symbolic. It allows you to activate your reward in our system and informs our team to automatically add your 5 free face masks to your order.
If the €0.01 discount appears, it means your code works perfectly.
Concrete examples
Example 1:
A referred customer places an order of €52 and uses a referral code.
- The code adds 5 free face masks to your cart
- No gifts from the €30 or €50 tiers apply
Example 2:
A referred customer places an order for €85 and uses the referral code.
- The code adds 5 free face masks to your cart
- He receives 1 extra mask: a gift for the €70 tier.
Example 3:
The sponsor, after validation of the godson's order, places an order for €130 and uses his code.
- 5 masks offered
- He receives 2 masks and a mini extra: gifts for the €70/€100/€130 tiers
What is Club Glow?
Club Glow is the Tea & Glow loyalty program. With every order, you accumulate Glow points that you can then exchange for exclusive rewards.
How do I join Club Glow?
Simply create a Tea & Glow account. Membership in the Glow Club is automatic and free as soon as you create your account.
When do my spots appear?
The points take a few seconds to minutes to appear. If they are still not visible after 24 hours, contact us and we will check it out quickly.
Do the points expire?
Yes. Glow points are valid for 2 years from the date they are earned. After this period, they expire automatically.
Can I combine my points with promotions?
Yes, points can be combined with current offers, unless otherwise stated.
Can I transfer my points?
Glow points are personal and linked to your Tea & Glow account. They cannot be transferred to another account.
If you create a new account, a one-time, one-time points transfer is possible upon request to customer service. Our team will review the situation before approval.