Shipping policy
Shipping Policy
Last updated: 16 August 2026
Please Read Before You Order
Every Glowstar piece is produced to order. Nothing ships from a warehouse shelf.
When you place an order, you are pre-ordering a piece that does not yet exist. Your order enters our production queue, and your piece is then moulded, finished, assembled, wired, and quality-checked for you.
Current timeframe from order to delivery: 6–8 weeks.
This is not a delay, a backorder, or an error. It is how the product is made. If you need an item that arrives within a few days, this product is not the right choice, and we would rather tell you now than disappoint you later.
By completing your purchase, you confirm that you understand and accept this timeframe.
1. Why It Takes 6–8 Weeks
Each piece passes through the following stages:
| Stage | Typical duration |
|---|---|
| Order confirmation and queue placement | 1–2 days |
| Casting and curing of the sculptural body | 1–2 weeks |
| Plating, finishing, and detailing | 1–2 weeks |
| Electronics fitting, wiring, and assembly | 3–5 days |
| Quality control and protective packing | 2–4 days |
| Transit to you | 1–2 weeks |
Total: approximately 6–8 weeks from order to doorstep.
If a piece fails quality control at any stage, it is rejected and remade rather than shipped. We would rather add a few days than send you something we are not proud of.
2. Manufacturing Tolerance
Every Glowstar piece is produced to the same specification and design. Each one is moulded, plated, assembled, and inspected to a consistent standard.
As with any moulded and plated product, minor variation within normal manufacturing tolerance is expected and is not a fault. This may include slight differences in plating tone and reflectivity, faint mould seam lines, small surface marks visible only under close or direct inspection, and minor variation in illumination brightness or warmth.
Product photography is shot under studio lighting and is illustrative. Screen calibration varies between devices, so colours on your screen may not exactly match the finished item. Your piece will match the product shown, within the tolerances described above.
Full detail is set out in our Terms of Service and Returns and Refund Policy.
3. Estimates, Not Guarantees
All timeframes on this website are good-faith estimates and do not form a contractual guarantee of a delivery date.
In peak periods — holiday season, product launches, or unusually high demand — production may extend up to 10 weeks. We will notify you by email if your order is affected.
Timeframes may also be affected by circumstances outside our reasonable control, including material availability, quality-control remakes, carrier delays, customs or border inspection, weather, public holidays, and events described under Force Majeure in our Terms of Service.
Delay alone does not automatically entitle you to a refund. If we determine we cannot fulfil your order at all, we will notify you and refund you in full.
4. Where We Ship
We ship to addresses within the United States and the European Union.
We do not currently ship to any other destination. We also do not ship to freight forwarders, package consolidators, or reshipping services. Orders placed for delivery outside our served regions, or to a known forwarder address, will be cancelled and refunded.
We ship to residential and business addresses. We cannot ship to PO Boxes due to the size, weight, and signature requirements of the parcel.
Power supply: each piece is supplied with the correct adapter for your delivery region — a 120V US-standard plug for United States addresses, or a 230V Type C/F plug for European Union addresses. Please ensure your delivery address matches the region you intend to use the product in. Use of any other power supply, converter, or adapter voids all warranties.
5. Shipping Cost
Shipping cost is calculated and displayed at checkout before you pay.
United States orders: prices are shown in USD. Any applicable import duty or tariff is handled as stated at checkout.
European Union orders: prices are shown inclusive of VAT where applicable. Import VAT and duties are handled as stated at checkout, and you will not be asked to pay a second time on delivery. If your order is nonetheless assessed a charge by your local customs authority, contact us with the documentation and we will resolve it.
Delivery timeframes are the same for both regions. European Union orders may occasionally take slightly longer where customs inspection applies.
Original shipping charges are non-refundable on change-of-mind returns, except where the law of your country provides otherwise. See our Returns and Refund Policy.
6. Order Confirmation vs Shipping Confirmation
You will receive two emails:
- Order confirmation — sent immediately. This confirms we received your order and payment, and that your piece has entered the production queue. It does not mean your order has shipped.
- Shipping confirmation — sent when your finished piece leaves our facility, including your tracking number.
Please allow 24–48 hours after the shipping confirmation for tracking to show its first scan. Tracking that shows no movement immediately is normal.
If you have not received your order confirmation, check your spam folder before contacting us.
7. Address Accuracy
It is your responsibility to enter a complete and correct delivery address at checkout.
Address changes can only be made within 12 hours of ordering and before dispatch. Email theglowstarofficial@gmail.com with your order number immediately.
We are not responsible for orders delivered to an incorrect address supplied by you, returned to sender due to an incomplete address, refused at delivery, or unclaimed at a collection point. In these cases, re-shipment is charged at the standard rate. If you request a refund instead, original shipping and return-to-sender fees are deducted.
8. Risk of Loss
Risk of loss and title pass to you when the carrier marks the parcel as delivered to the address you provided.
9. Lost, Stolen, or Missing Parcels
If tracking shows delivered but you cannot find the parcel:
- Check with household members, neighbours, building management, and around your property
- Wait 24 hours — parcels are sometimes scanned before the final drop
- Contact the carrier directly with your tracking number
- If still missing, file a police report and email us a copy
We are not liable for parcels stolen after confirmed delivery. We will assist you in filing a carrier claim, but we cannot guarantee its outcome and cannot issue an automatic replacement or refund for confirmed-delivered parcels.
If tracking shows no movement for 10 or more consecutive business days, contact us and we will open a carrier investigation on your behalf.
10. Damaged on Arrival
Our pieces contain glass, resin, and electronic components and are packed in custom protective inserts. Damage is rare, but transit is transit.
If your piece arrives damaged, you must notify us within 48 hours of delivery at theglowstarofficial@gmail.com, with photographs of:
- The damage itself, clearly visible
- The outer shipping box, including any external damage
- The shipping label
- The internal packing materials as they arrived
This is required so we can file a carrier claim within their deadline. Do not discard the packaging until the claim is resolved.
Once verified, we will send a free replacement or issue a full refund including shipping, at our discretion. We cover all costs on confirmed transit damage.
11. Cancellations
Orders can be cancelled free of charge within 12 hours of purchase, provided production has not begun. Email theglowstarofficial@gmail.com with your order number.
After 12 hours, materials have been committed to your specific piece and cancellation is no longer possible. The order must then be handled under our Returns and Refund Policy.
12. Contact
Glowstar Email: theglowstarofficial@gmail.com Response time: within 2 business days, Monday to Friday
Please include your order number in all correspondence.
This Shipping Policy forms part of our Terms of Service and should be read alongside our Returns and Refund Policy.