Frequently Asked Questions
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Frequently asked questions
Clear answers about our products, UK delivery, order tracking, returns and customer support.
Choosing and using our products
What kind of products does My Gentle Glow offer?
We select thoughtful products for calmer, warmer and more comfortable everyday spaces—from sunrise alarm clocks and bedside essentials to ambient and comforting night lights for adults and families.
How do I choose the right product for me or my child?
Start with the purpose: a gentler morning routine, soft overnight reassurance, practical bedside lighting or a decorative glow. Each product page explains the available functions, dimensions and intended use. For products used around children, always follow the product-specific age guidance, warnings and instructions.
Will a night light be too bright for sleeping?
Brightness and controls vary by product. Some models include adjustable brightness, colour modes or timers, while others provide a fixed soft glow. Please check the features listed on the individual product page before ordering.
What are these products designed for?
Our products are designed to create a calmer atmosphere and more comfortable bedtime or wake-up routines through light, sound and simple everyday features. Please review each product page for its specific functions and instructions.
Are the products easy to set up and use?
Most are designed for straightforward everyday use. Power source, charging, controls and included accessories differ by product, so please review the specifications on the product page and follow the supplied instructions.
Will the colour or appearance match the photographs exactly?
We aim to present products accurately. Small colour variations can occur because of screen settings, photography and ambient lighting. Please check the listed measurements and specifications, as product images can make an item appear larger or smaller than it is.
Delivery and order tracking
Where do you deliver and how much does shipping cost?
We currently deliver within the United Kingdom. Standard tracked UK delivery costs £2.95.
How long will delivery take?
- Processing time: 1–2 business days, Monday to Friday.
- Transit time (United Kingdom): 6–8 business days, Monday to Friday.
- Total estimated delivery time (United Kingdom): 7–10 business days, Monday to Friday, excluding public holidays.
We work with international logistics partners based in China. Orders are dispatched from China and delivered to your UK address with full tracking. Your tracking details are sent by email once your order has shipped.
Delivery dates are estimates and can be affected by circumstances outside our reasonable control. See our Shipping & Delivery Policy for full details.
How can I track my order?
After your order has been dispatched, we will email you the available tracking information. Use the tracking link in that email or visit our Track Your Order page for guidance.
Why have I not received tracking information yet?
Tracking is sent after dispatch, not immediately after checkout. Please allow the 1–2 business-day processing period and check your spam or junk folder. If you still need help, contact us with your order number and checkout email address.
Can I change my address or cancel my order?
Contact support@mygentleglow.com within 24 hours of placing your order. We can only accommodate a correction or cancellation while the order is still processing and has not been prepared for dispatch.
Returns and refunds
What is your return policy?
You may request a return within 30 days of receiving your order, subject to the conditions in our Returns & Refunds Policy. This voluntary policy does not limit your UK statutory rights.
Who pays for return shipping?
For a non-faulty change-of-mind return, the customer is responsible for return shipping. Our restocking fee is £0. For a confirmed faulty, damaged, incorrect or misdescribed item, we arrange the appropriate return solution at our cost where required by law.
What should I do if my item is damaged, faulty or incorrect?
Email support@mygentleglow.com as soon as possible with your order number and clear photographs of the item, parcel and packaging where reasonably possible. Please do not send anything back until we provide return instructions.
How do I send a return?
Please email support@mygentleglow.com with your order number before sending anything back. We will reply with the return instructions for your order, including the address to send it to and your return authorisation reference.
How and when will I receive my refund?
Approved refunds are issued to the original payment method. Where UK statutory cancellation rights apply, refunds are made within the period required by law—generally no later than 14 days after we receive the returned goods or, where applicable, evidence that they were sent back. For returns made under our voluntary 30-day policy, approved refunds are issued within 14 days of us receiving the returned item. Your bank may take additional time to display the refund.
Payment and support
Is payment secure?
Payments are processed securely through the payment provider shown at checkout. My Gentle Glow does not directly store your full payment card details. We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, UnionPay and Elo cards, PayPal, and Apple Pay or Google Pay on supported devices. The options available for your order are shown at checkout.
How can I contact customer support?
Email support@mygentleglow.com, call +44 7460 604679, or use our Contact Us page. Customer service hours are Monday to Friday, 10:00 am–5:00 pm UK time (GMT/BST).
Still need help?
Send us your question. For order support, include your order number and the email address used at checkout so we can help efficiently.
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