Frequently Asked Questions
Can I amend/cancel my order?
We like to process your orders as quickly as possible so unfortunately once you have confirmed and paid for your item(s) we are unable to make any amendments and cancellations to your order. This includes changing the delivery address, payment method and delivery option. You can however, return any unwanted items to us in accordance with our returns policy / form.
How can I track my order?
Online tracking of orders is only available through our next day delivery service and so all other delivery options will be provided without tracking. For international deliveries, tracking will only be available with our express delivery service.
Do I have to sign for my order?
Only orders placed with the next day delivery service will require a signature.
Will I be charged custom/import charges?
All UK and EU orders will not be liable to custom and import charges. Custom and import charges will vary from country to country. Unfortunately Premier Glam has no control over custom and import charges and so will not be able to inform you about these costs. These charges may be required upon acceptance of delivery from your courier.
In the event of this payment being declined the courier may return your order back to Premier Glam. In this instance, Premier Glam may be liable to pay additional charges such as delivery or custom/import fees to the courier. These charges will be deducted from any refund owed to you. To get a more accurate idea of custom and import charges we recommend that you get in touch with your local customs office.
My order hasn’t arrived on time, what do I do?
If your order isn’t with you within the timescale of your chosen delivery option, please contact us via our email address located on the contact us page. Please include your full name and order number within your email.
How do I return an item?
You can return any item purchased with us within 14 days of receiving your order providing it meets the following conditions:
- Items are returned in original condition - unworn and unwashed.
- All Premier Glam tags are still attached to the item.
- Items are not damaged – this includes make-up and fake tan marks – (so please take good care to avoid this!)
How will I know if you have received my return?
As soon as we have received and processed your return you will receive an email to notify you. Otherwise, we ask that you send your return via recorded delivery as this allows you to track your return.
How long do I have to return an item?
You can return any item purchased with us within 14 days of receiving your order.
How long will it take to process my return?
All returns are usually processed on the day of receiving them however during busy periods please allow 3-5 working days.
What should I do if receive an incorrect or faulty item?
If for some reason you receive an incorrect or faulty item please fill out the returns form located via the home page. Postage costs will be provided by us on this occasion.
Will my return postage be refunded?
All return postage is to be paid by the customer. Premier Glam will supply postage costs for faulty and incorrect orders only.
The product I want is out of stock - will it be re-stocked?
Unfortunately we can’t make any guarantees that items will be re-stocked. We advise that you keep an eye on our new in section as any re-stocked items will appear here. We are committed to producing the hottest styles and trends so look out for similar styles that may be stocked instead.
Do you accept student discount?
Yes, all students with valid NUS cards are eligible for a 10% discount code. To receive your unique code, please fill out the student discount form via the home page. To use your student discount code simply enter it at the checkout in the "student discount code" box provided. Student discount codes cannot be used in conjunction with any other offers and will not be applied to delivery or sale items.
Why won’t my promotional code work?
If for some reason your promotional code is not working please check the following points:
- Expiry date – Please check over the terms and conditions to make sure your promotional code is still in date and valid.
- Check your code – Make sure your code is entered as stated – this means any upper and lower case letters need to remain as shown in the code.
- Eligibility: All promotional codes including student discount operate on their own and cannot be used in conjunction with any other discount code.
What happens if I forget to use my promotional code?
Unfortunately once you have paid and confirmed your order we are unable to apply any promotional codes. Please ensure your promotional code has been applied before submitting your order.