Welcome to the Glamuse Help Center

Here you can find answers to all your FAQs.

If you can’t find an answer to your question here, please contact our Customer Service:
  • Give us a call:
    022 518 36 36 Mon-Fri 09:00am-04:00pm and Sat 09:00am-04:00pm (Paris time) (toll-free number)
  • Send us an email with our contact form

Most frequently asked questions :

  What payment methods are available?   How long does it take to ship my order?   How can I return an order?   How do I use my promo code or gift card?

Orders & Products FAQs

 How to find an item
How to search for an item on the website

1) Above the menu bar you will find a "Search" field where you can type in keywords, such as:

  • The brand
  • The type of item (for ex, a bra)
  • The color

2) You can use the filters in the left column (the criteria differ in each category). You can select:

  • The brand
  • The price
  • The color
  • The size
 Is the item I’m interested in available?
To see if your size is available, simply click on the "Select size" drop-down menu in the item description.
The inventory information on Glamuse is 100% reliable, as to avoid disappointing you: if a product is listed as being in stock it will be shipped within 24 hours maximum.
If the selected size is temporarily unavailable (it will be marked as such in the drop-down menu), you can ask to receive an email as soon as it is back in stock. To do so, simply enter your email address.
When searching for an item, you can also select your size in the filters in the left column, so that only items available in that size will be displayed.
 How to place an order
1. Select the items you like and add them to your bag. Don’t forget to select your size in the drop-down menu. Only available items can be ordered.
2. Once your bag is complete, click on the "Order" button.
3. Create a Glamuse account or log in if you already have one.
4. Select your delivery option (see more)
5. If you have a promo code or gift card, enter the code in the “I have a promo code or gift card” field.
6. Select your payment method.
7. Proceed to the payment.

Should you encounter an issue, you can give us a call at 022 518 36 36 Mon-Fri 08:00am (Paris time)-07:00pm (Paris time) and Sat 09:00am (Paris time)-04:00pm (Paris time) (Paris time).
 How do I know if my order has been processed?
When your order is confirmed, you will receive a message containing the following information: order number, total amount, content, payment method, delivery and billing addresses, etc. You will also find all your orders in your customer account.

Any order placed before 05:00pm (Paris time) is shipped the same day.
 How to track my order
You can of course monitor the preparation of your order at any time. All you have to do is click on the "Orders" link on the Glamuse homepage. Next to the order concerned, you will be able to see its progress, from confirmation to shipment.

We will send you an email and a text message once your package has left our warehouse.

Payment FAQs

 Is the payment secure?
Of course, the payment process is completely secure!

All card payment transactions take place on the secure servers of our banking partners BNP Paribas, Payline and Adyen.

The data transmitted to our partners is totally encrypted with SSL encryption, widely used and recognized, and no information is stored on our servers. We never have access to your banking information and, even in the unlikely event of a hacking of our site, this information could not be recovered.

At Glamuse you can also pay with Twint or PayPal.
 What payment methods are available?
Card
You can pay your orders with the following cards: Visa, Visa Electron, Eurocard/Mastercard, CB.

The "3D Secure" authentication procedure (also known as "Verified by Visa" and "MasterCard SecureCode"), which guarantees optimal security during online purchases by verifying the identity of the card user, can be activated. The authentication methods are specific to each bank: the user may be asked to enter personal data (such as a date of birth) or to enter a code received by SMS or to answer a personal question.

From Switzerland and for all orders delivered in Switzerland you can pay directly in Swiss Francs (CHF) in order not to be charged foreign currency transaction fees by your bank.

Twint
By choosing this payment method, you will be redirected to the secure Twint page:
- If you are using a computer (or Mac), simply open your Twint application and scan the QR code
- If you are using a smartphone, simply validate your payment directly in your Twint application (press "open Twint application" when prompted)

You must have a Twint account to benefit from secure payment.

PayPal
By choosing this payment method, you will be redirected to the PayPal page:
- If you already have a PayPal account, log in with your credentials and confirm the payment.
- If you don't have a PayPal account yet, you can create one for free and pay your order.

There is no additional charge for paying with PayPal.

Delivery & Shipping fees FAQs

All our customers' orders are prepared and shipped from Nancy (Lorraine), France.


 What are the rates and delivery times?
Delivery in

Any order placed before 05:00pm (Paris time) is shipped the same day.
As soon as the package has been shipped, we will send you a tracking number.

 

 How long does it take to ship my order?
All the items for sale on our website are in stock. Any order placed before 05:00pm (Paris time) is shipped the same day. An order placed after 05:00pm (Paris time) is shipped the next day.

You order was placed between:
  MON TUE WED THU FRI SAT SUN
Midnight - 05:00pm (Paris time) Shipped the same day Shipped next Monday
05:00pm (Paris time) - Midnight Shipped next day Shipped next Monday

Once your order is shipped, the delivery time depends on the delivery method you have chosen.

Return FAQs

 What are the return conditions?
Free and easy returns
for orders delivered in Switzerland


The item you ordered is not the right size or does not fit?
You can return it to us free of charge within 30 days from the shipping date of your parcel. Glamuse takes care of (almost!) everything.

To return your order for free, log in to your Glamuse account, check the return options, a prepaid label to stick on your return package will be sent to you by email. You will then just have to drop off the package at the post office.

Your refund will be issued within a maximum of 7 days from the date of receipt of your package. You can then use it to order the same product in another size or to order other products.

At Glamuse, products on sale or on special discount (crossed out prices) also qualify for free returns.

Items returned within 30 days of your order being shipped must be in perfect condition for resale, in their original packaging, without any trace of use, and with the labels attached to the products.
 You don't like or need an item?
No problem, you have 30 days to send it back to us. All items purchased on Glamuse can be returned. At Glamuse, products on sale or on special discount (crossed out prices) also qualify for free returns. The product must be returned in perfect condition, in its original packaging, with all the components supplied and the labels attached to the product. Items returned incomplete, damaged or dirty will not be accepted. The product must not have been worn, washed or damaged.

Due to their fragility, some products that have been simply tried on cannot be accepted in return. This is particularly true of stockings and tights: simply trying them on can permanently distort them. Only returns of new and untried stockings and tights in their original undamaged packaging are accepted.
 Do I have a withdrawal period?
You have 30 days from the shipping date of your order to return a product.

The refund will be issued by Glamuse within 7 days maximum from the date of receipt of your package. Remember to read our "Terms of retun" to learn about the rules to follow before returning your order and so that this return is not refused.
 What to do if the item received is faulty?
Despite the care taken in the preparation of our orders and the quality control that we carry out before shipping, it may exceptionally happen that an item has a quality defect. In this case, you can request a return via the "My returns" section accessible from the "My account" page and return it to us within 30 days.
The product must be returned in its original packaging, with all the components supplied and the labels attached to the product.
 How can I return an order?
     1. On Glamuse.com : Go to "My account" then in the "Returns" section select the order, tick the box next to the item(s) you wish to return and select the reason for the return.

     2. Select a refund option:
        - Store credit: Your refund is added as a store credit to your Glamuse customer account see "my store credit"). This amount is immediately usable without time limit.
        - On the payment method used for your order: you will be refunded via the payment method used for your order.

     3. Print the prepaid label:
Download and print the PDF document.
It contains the prepaid label that you can then stick on your return package if you chose an easy return with a prepaid label provided by Glamuse.

     4. Pack your return:
Put the item back in its packaging. The product must be returned in perfect condition, in its original packaging, with all the elements delivered and the labels attached to the product. The product must not have been worn, washed or damaged. Then put it in a package (for example the box in which you received your order).
Stick the prepaid label provided by Glamuse on your package.

     5. Ship the package:
Keep the proof of deposit stamped by the post office or the carrier. Upon receipt of your package in our warehouse, you will be notified by email.
 How much does it cost to return an item?
With the prepaid label provided by Glamuse returns are totally free.

Reminder: The product must be returned in perfect condition, in its original packaging, with all the elements delivered and the labels attached to the product. The product must not have been worn, washed or damaged.
 How does the refund work?
Within a maximum of 7 days following receipt and verification of the good condition of your items, you will be refunded with the method selected during your online return request (store credit or cash).

The refund will equal the amount shown on the order form of the returned items, possibly minus the amount of the coupons and vouchers whose conditions of application would no longer be met.

If you chose a refund in store credit

Glamuse instantly transfers the amount in your customer account as store credit.

Convenient: When you order again, you will be able to pay for your purchase by ticking the box "Use my store credit" when placing your order and the amount will be deducted from your invoice.

If you chose a cash refund

The refund method depends on the payment method used for the order:

  • Card: We issue a refund on the account linked to your card.
  • Twint: we refund your Twint account.
  • American Express: We issue a refund on the account linked to your American Express card.
  • PayPal: We issue a refund on your PayPal account.

A refund confirmation email will be sent to you as soon as your return is processed.

Promo codes & Gift cards FAQs

 How do I use my promo code?
Add items to your bag.

Click on the “Order” button.

Enter your code in the “I have a promo code or gift card” field, then click on OK.
The value of the coupon will then be automatically deducted from your bag.
Then click on “Confirm and pay” to complete your order.

I entered my promo code, but the discount does not apply, why?

Promo codes are subject to various validity conditions:

  • A promo code is valid only once, perhaps you have already used this code in a previous order.
  • You can only use one promo code per order.
  • The total amount of your order must be higher than the minimum purchase amount specified on the promo code.
  • Check the expiration date of your promo code, they are only valid for a limited time.
  • Promo codes cannot be used to purchase Glamuse gift cards.
  • Be sure to enter the code in capital letters. To avoid any mistake, it is better to copy the code and paste it directly into the field (without blank space).
 Is my promo code void if I return or cancel my order?
Order cancelled

If you cancel an order before it is shipped, the promo code used is automatically reactivated. You can use it for your next order.

Returns

If you return your order, the promo code has been used and is therefore no longer valid.
 How to buy a Glamuse gift card
1. Click on "Gift cards" and select its value.
2. Add it to your bag and order.
3. You will receive an email containing your gift card as a PDF document. You can customize it by filling the “From” and “To” fields.
4. Print your gift card or forward it to its recipient.
 How do I use my gift card?
Add items to your bag.

Click on the “Order” button.

Enter your gift card code in the “I have a promo code or gift card” field, then click on OK. The value of the gift card will then be automatically deducted from your bag.

Then click on “Confirm and pay” to complete your order.
 How do I get my money back if I ordered with a gift card?
When you return an order that you paid for in whole or in part with a gift card, the value of the gift card is credited back to your Glamuse customer account (read more).
 What are the terms and conditions for using gift cards?
  • Gift cards are valid for 1 year from the date of issue.
  • You can use several gift cards on the same order.
  • Cash payment or refund of a gift card is not possible.
  • The gift cards ordered on glamuse.com are only valid on the Glamuse website.
  • After confirmation of the purchase of the gift card you will receive your gift card by email in a printable PDF version within 24 hours of your order (if you do not receive anything, remember to check your spam folder). If you paid by check or bank transfer, we will send you the gift card upon receipt of payment.
Why should I choose a refund by store credit?
5 benefits

Valid for an unlimited period!
It will be credited within 7 days of us receiving and processing your return.
You can use it on any order and combine it with other offers (Refer a friend, gift cards, promo codes, etc.)
You can check your store credit balance at any time in your Glamuse account.
If your order total is less than the amount of your store credit:
the remainder will stay in your balance and be deducted from your next order

Ex: you have €50 in store credit. Your order total is €40: you use €40 and €10 remain available for your next order).

Frequently asked questions about your Glamuse account

 How do I create my Glamuse account?

Go to the log in/registration page.

Click on "Register”, fill in the necessary information and click on the “Create an account" button.

It's quick and easy! You'll receive a confirmation e-mail.

 How can I change my personal information?

To change your personal information, log in to your Glamuse account and click on My personal information.

You will be able to modify :

  • Your contact details (Last name, First name, Phone number)
  • Your log in details (e-mail address, password)
 I've forgotten my password. How can I change it?

If you have forgotten your password, simply click on "Forgot password?" on the log in/registration page.

Enter your e-mail address and click on "Send" to receive a link that will enable you to reset your password.

If you haven't forgotten your password, but just want to change it, log in to your Glamuse account and click on My personal information.

 How can I delete my personal data and my account?

To delete your customer account from the Glamuse mobile application, please send a request from your customer area under "My preferences". Select "My account".

To delete your customer account from the website, please send a request from your customer area under Account and data.

Please note that we need to check the following points first:

  • All your orders have been delivered successfully.
  • All means of payment have been settled.
  • All refunds have been made.
  • All balances (credit notes or gift cards) have been fully used.

Before deleting your account, please ensure that you retain all important order information. You will still be able to contact us for assistance in the future, but we will no longer be able to access and provide your information.

Have you recently moved to another country?
If so, there's no need to create an additional customer account. You can continue to log in with your current credentials and access your Glamuse account in another country, adding a new delivery or billing address.

What if I change my mind?
Unfortunately, once you've deleted your account with us, we won't be able to reinstate it. However, you can re-register with the same e-mail address!

Do you have any doubts about a communication you've received? Follow our advice

 What you need to know about fake e-mails
The best-known type of fake email is phishing. This is a technique designed to trick Internet users into believing that they are receiving an e-mail from a regular contact or a known and trusted third party, with the aim of stealing their personal data (account, password, credit card number, bank details, etc.). This may take the form of a fake message, text message or phone call.

The malicious person pretends to be a well-known organisation in order to gain the victim's trust, enticing them to provide personal and/or banking information (by clicking on a link, an image, downloading an attachment, etc.). They use this information to commit a malicious act (stealing money, identity theft, etc.).

These e-mails may also install malicious software on your equipment if you click on one of the links. Les liens ou les pièces jointes peuvent contenir des virus.

Make sure you never click on links or open attachments in e-mails that look suspicious.

 Identify whether an e-mail, phone call, text message or web page is from Glamuse
We take phishing attempts, suspicious communications and identity theft very seriously. If you receive a communication claiming to be from Glamuse and you suspect that it is a suspicious communication, please report it to us here.
We will never ask you to share confidential customer information or passwords, whether by e-mail, telephone or text message.

In exceptional cases, customer service may contact you to request information. In this case, the information will always relate to a previous order, the reference of which will be checked during the exchange for security reasons.

1 ‐ How do I know if an email is from Glamuse?

If you receive an email claiming to be from Glamuse and you suspect it is a phishing or scam email, here are some things you can check:
  • Glamuse will never ask you to provide your personal information by e-mail.
  • Be sure to check the sender's address and domain in the e-mail header by clicking, depending on the browser/device used, on the sender's name in the « From » field (a malicious person can easily insert a fake name such as « Glamuse » in a fake e-mail address).
  • Glamuse's secure website address starts with https://www.glamuse.com, and always has a dot before « glamuse.com », such as https://xxx.glamuse.com (usually « www »). If your e-mail does not have these characteristics, it has not been sent by Glamuse.

Do not reply to an e-mail that you suspect may be dubious, click on a link or open an attachment that it may contain.

2 ‐ How do I know if a call is from Glamuse?

If you receive a suspicious phone call claiming to be from Glamuse, here are some things you can check:

  • Glamuse will never ask you for any payment or offer you any refund that you are not expecting.
  • Glamuse will never ask you to make a payment directly over the phone, without going through the secure procedure on our site (for example, by bank transfer, by emailing your payment card details).
  • Glamuse will never ask you to give details of a gift certificate or your password over the phone.
  • Glamuse will never ask you for remote access to your device, for example by asking you to install an application.

Be vigilant and do not share any personal information in these circumstances.

If you think you have received a phishing call, please let us know here.

3 ‐ How can I tell if a text message is from Glamuse?

If you receive a suspicious text message claiming to be from Glamuse (sometimes called smishing), here are some things you can check:
  • Smishing scams are becoming incredibly sophisticated: dubious messages can be inserted into a feed of legitimate messages that you may receive from Glamuse (e.g. order tracking sms).
  • Suspicious SMS messages often indicate that there is a problem with your account, ask for personal information such as passwords or indicate that you are due a refund. Glamuse will never ask you for your password or personal information via SMS.
  • Glamuse will never request remote access to your device, for example by asking you to install an application.

If a text message seems suspicious, do not click on any links or call any numbers included in the message.
If you think you have received a text message of this nature, please let us know here.

 Report suspicious communications to Glamuse
We take phishing attempts, suspicious communications and identity theft very seriously. If you receive a communication claiming to be from Glamuse and you suspect that it is a suspicious communication, please report it to us here.

If you are contacted about a phishing attempt, as far as possible, include a copy of the email with your report:

To report a phishing or unsolicited email to Glamuse, do one of the following:
  • Open a new e-mail, attach the suspect e-mail and send it to .
    Note: sending us the suspect e-mail as an attachment is the best way to determine its source, and is a valuable aid.

If you are concerned about the security of your customer account, visit the help page to find out how to protect your account or contact us.
 How can I protect my account and react in the event of a fraud attempt?
Some suspicious e-mails contain attachments and links to websites that attempt to retrieve your personal and/or banking data and install malicious software on your computer or smartphone.

Here is some advice on how to react to a scam attempt:

  • Never reply to dubious e-mails: replying to them tells the sender that the e-mail address they have is correct and can be used to send more phishing or spam e-mails.
  • Do not click on any links or images: by clicking on one of the links, these emails can also install malicious software on your equipment. Links or attachments may contain viruses.
  • If you have entered your password on a website that you suspect to be malicious, access your account and change your password immediately.

If you have entered your payment details on a website that seems suspicious to you, or have provided these details by e-mail, contact your bank immediately and cancel the transaction.
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