Refund policy
GLOQENA · CUSTOMER CARE
Returns, Refunds & Order Information
Warm details for a more considered home.
Returns at a glance
You may request a return within 14 days after the last item in your order is delivered. Return shipping is free, and no restocking fee is charged.
To start a return, email yinqiang99@gloqena.com with your order number and the item you wish to return. We will email you the return instructions and return address. Please wait for those instructions before sending an item back.
Return request and shipping
In your email, include your order number, the name of the item, and a brief note that you are requesting a return. You may also contact us by phone at +81 70-9519-4714.
Our team will reply by email with the return address and instructions. The return address is provided by email and is not the business contact address shown at the end of this policy. Return shipping is free under the return policy shown in our store.
Keep the return instructions and any shipping confirmation until the return has been completed. If you need help during the process, reply to our email or contact us at the address above.
Damaged, defective, or incorrect items
If an item arrives damaged, defective, or different from the item you ordered, email yinqiang99@gloqena.com and include your order number and a description of the issue. Contact us promptly so we can review the order and send you next steps.
Please do not send the item to an address that has not been provided to you by email. We will provide return instructions and the return address by email.
Refunds
After a returned item is received and reviewed, we will email you with the return status. Approved refunds are processed within 3–5 days to the original payment method. Your payment provider may need additional time to post the refund to your account.
If a refund has been approved and you do not see it after the provider’s processing time, check with your card issuer or payment provider. If you still need help, contact us at yinqiang99@gloqena.com.
Refunds for orders canceled before shipment cover the amount paid for the unshipped merchandise. Any refund required by applicable law will be handled accordingly.
Order processing, changes, and cancellations
Order processing takes 1–3 days. Processing takes place before the order is handed to the carrier, so it is separate from the shipping time shown at checkout.
If you want to cancel an order, email yinqiang99@gloqena.com as soon as possible and include your order number. You may request cancellation before the order has shipped. Once an order has shipped, it cannot be canceled and must be handled through the return process.
If we learn that an order cannot ship within the time stated for it, we will contact you about the delay and provide the available options for the unshipped merchandise, including cancellation and a refund where applicable.
Shipping information
Standard Shipping is $11.90. Standard Shipping is free on orders over $66. The estimated shipping time shown in the store is 7–14 business days.
Order processing time is separate from shipping time. Delivery timing may be affected after an order is handed to the carrier. For help with an order or delivery, email yinqiang99@gloqena.com and include your order number.
Payment methods and payment processing
Payments are processed through Authorize.Net. The payment methods currently shown as enabled in our store are Visa, Mastercard, American Express, JCB, Discover, and Diners Club.
Apple Pay and Google Pay are not listed as enabled payment methods in the store settings shown to us. Your payment details are submitted for payment processing when you place an order. For a question about a charge or refund, contact us at yinqiang99@gloqena.com and include your order number. Do not email your full card number or security code.
Electronic withdrawal for eligible orders
For an order covered by applicable European Union consumer withdrawal rules, you may submit a withdrawal notice electronically through the withdrawal function in our online store during the applicable withdrawal period. For goods, that period is 14 days after delivery where the applicable rules provide that right.
You may also email yinqiang99@gloqena.com to tell us that you are withdrawing from an eligible order. We will send the return instructions and return address by email. This information does not remove or limit consumer rights that apply to your order under the law governing your purchase.
Privacy, GDPR, and cookies
We use information connected with your order to process purchases, provide customer support, communicate about orders, handle returns and refunds, and meet applicable legal obligations. When you contact us, we use the information you provide to respond to your request.
Shopify and its service providers use cookies and similar technologies to support store functions and, depending on your choices and settings, to remember preferences, measure store performance, and personalize content or advertising. The cookie banner in our store lets you manage cookie preferences, accept cookies, or decline optional cookies. You can also manage cookies through your browser settings. Blocking cookies may affect some store functions.
Where the GDPR applies to your personal information, you may have rights to request access to or correction or deletion of your information, to request restriction of or object to certain processing, and to withdraw consent where processing is based on consent. To make a privacy request, email yinqiang99@gloqena.com. We may retain information when it is needed to complete an order, meet a legal obligation, resolve a dispute, or enforce an agreement.
Contact Gloqena
Email: yinqiang99@gloqena.com
Phone: +81 70-9519-4714
Business address: 201, Ikefune 2-chome, Itami, Hyogo 664-0027, Japan