FAQ

Frequently Asked Questions

Have a question? You're probably not the only one. Here are the answers we share most often. If you don't see what you're looking for, email us at contact@glenio.com and we'll get back to you within 1 business day.

Orders

How long does it take to process an order?
All orders are reviewed, packed, and dispatched within 1 to 3 business days after payment is confirmed. Orders placed on weekends or U.S. public holidays are processed the next business day.

Can I change or cancel my order after placing it?
If your order has not yet been packed, email us at contact@glenio.com right away and we will do our best to update or cancel it. Once an order has entered our fulfillment system, we may not be able to make changes.

Will I receive an order confirmation?
Yes. After checkout you will receive an order confirmation email with your order number and an itemized summary. If you don't see it within a few minutes, please check your spam folder.

Shipping

How much does shipping cost?
We offer free standard shipping on all orders within the United States.

How long will my order take to arrive?
After dispatch, U.S. orders typically arrive within 3 to 5 business days. International transit times vary by destination.

Do you ship internationally?
Yes, we ship to many countries outside the United States. International orders may be subject to customs duties, import taxes, and local handling fees, which are the responsibility of the customer.

How do I track my order?
Once your order ships, you will receive a tracking email with a link to follow your package in real time. If you don't see the email within 3 business days of placing your order, email us at contact@glenio.com.

Returns and refunds

What is your return policy?
You have 30 days from the date of delivery to request a return. Items must be in the same condition you received them, unused, with original packaging where reasonably possible, and accompanied by proof of purchase. See our Refund Policy for the full details.

How do I start a return?
Email us at contact@glenio.com with the subject line "Return request" and include your order number plus the reason for the return. We will reply within 1 business day with return instructions and a return shipping label if applicable.

What if my item arrives damaged or wrong?
Please email us at contact@glenio.com within 7 days of delivery with your order number, a short description of the problem, and photos of the item and its packaging. We will replace the item or issue a full refund.

How long do refunds take?
Once we receive and inspect your return, approved refunds are issued to your original payment method within 10 business days. Depending on your bank or card issuer, it may take additional time for the refund to officially post to your account.

Payment

What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and other secure digital wallets supported by Shopify Payments. The full list for your specific order is shown at checkout.

Is checkout secure?
Yes. Every transaction on glenio.com is encrypted with SSL/TLS and processed by PCI-DSS-compliant third-party providers. We do not store your full card number, CVV, or banking information on our servers. See our Secure Payment page for more.

Why was my payment declined?
Most declines are caused by an incorrect billing detail, insufficient funds, or a hold placed by your bank. Double-check your details and try again, or try an alternative payment method.

Products

Are product colors and materials accurate?
We do our best to display every product accurately, but colors, finishes, and natural materials can look slightly different depending on your screen and lighting. Small variations are normal, especially with handcrafted or natural-material items.

Do you offer wholesale or bulk orders?
Yes — drop us a note at contact@glenio.com with what you're looking for and we will get back to you with options.

Account and privacy

Do I need an account to order?
No, you can check out as a guest. Creating an account makes it easier to track orders and view your history, but it is never required.

How do you handle my personal data?
We handle your data in accordance with our Privacy Policy and Cookie Policy. We do not sell your personal information for cash, and you can opt out of targeted advertising at any time. See our Privacy Policy for the full details.

Still have a question?

We're happy to help. Reach us at contact@glenio.com and we will reply within 1 business day, Monday through Friday.