FREQUENTLY ASKED QUESTIONS

For further information regarding any of the topics listed to the right, click on the heading to reveal some frequently asked questions and additional information that may be of interest to you.

If you don’t find the answer to your question, please Contact Us and our Customer Services Team will be more than happy to help you.

HOW TO PLACE YOUR ORDER

DO I NEED TO CREATE A YOUGLO ACCOUNT??

You can browse on our website and add items to your basket without creating an account, but to make any purchases you need to create an account by providing an email address and creating a password. Once you’ve created an account, shopping with us will be even easier:

  • Save your details for speedier checkout
  • Save up to 6 delivery addresses
  • View all previous orders from your account
  • Track any order you’re waiting to have delivered
  • If you choose to subscribe to our newsletter, we’ll keep you up to date with all the latest fashion news.

We’ll only send you email newsletters if you ask us to. We’ll never pass your details onto anyone else and you can unsubscribe whenever you like.

WHY CAN'T I SIGN IN??

If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven’t accidently left Caps Lock on.

If you forget your password, you can reset it, by clicking on the lost password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.

HOW DO I BOOK MY APPOINTMENT ONLINE? ?

If you have any problems in booking your appointment online, please download and follow this PDF guide:

How to book a YouGlo appointment online

HOW CAN I PAY ON YOUR SITE??

You can pay using any of the following:

  • Visa and MasterCard credit cards
  • Visa Debit, Visa Electron, Maestro, Solo and Mastercard debit cards
  • American Express charge card
  • PayPal
  • Visa Purchasing Cards

When you create an account with us you have the option to save your card details. This is not mandatory however it will help speed up the checkout process next time you shop with us. If you wish, you can save up to 6 different payment cards within your account. We keep these details absolutely secure for you.

You can also pay with your PayPal account. When you check out, you will have be offered the choice to pay with your debit/credit card or to checkout using PayPal. If you use PayPal, you will need to tick the box to accept our Terms and Conditions and then you will be taken to the PayPal site to complete your order.

DO YOU ACCEPT PAYPAL??

Yes, you can use your PayPal account to place orders online at YouGlo.co.uk. You should sign into your YouGlo account (or create one if you don’t already have one) as usual and when you check out, you will be offered the choice to pay with your saved debit/credit card, a new credit/debit card, or to checkout using PayPal.

If you use PayPal, you will need to tick the box to accept our Terms and Conditions and then you will be taken to the PayPal site to complete your order. Once you have completed your order, you will be brought back to the YouGlo site.

WILL I BE CHARGED VAT??

All YouGlo products include UK Value Added Tax (VAT), where applicable.

DO I HAVE TO PAY IMPORT DUTIES OR TAXES FOR ORDERS OUTSIDE THE UK??

All YouGlo orders are shipped from the UK, so you may be charged import duties or taxes when the parcel reaches the delivery country. These charges vary and must be paid by the recipient of the parcel. If you have any questions related to customs charges, please contact your local customs office.

WHAT CURRENCY CAN I PAY WITH??

YouGlo allows payments to be made in British Pounds Sterling (GBP) at this time.

You can choose to pay in any of these currencies, no matter which countries you are in and the cost of your order will be converted using the current YouGlo conversion rate.

As a guide you can check the current exchange rate with your currency on this Currency Converter website to see how much you’ll be paying in your own currency. However, this is only an estimate as your card issuer may have used a different exchange rate or applied extra charges.

WHEN IS PAYMENT TAKEN FROM MY CARD??

We ask your bank for authorisation of your debit/credit card when you place an order with us. However, your card will only be charged when we despatch your goods to you; you’ll receive an email from us to confirm which items are being sent and the exact amount charged to your card. So if for any reason we are unable to send any items you’ll only be charged for the items we do send.

WILL I RECEIVE CONFIRMATION THAT MY ORDER IS SUCCESSFUL AND ON ITS WAY TO ME??

Once you have successfully submitted your order, you will receive an automated email confirming your order details. Your order will then be processed by our warehouse team and you’ll receive a despatch confirmation email when your order is despatched for delivery.

Your despatch confirmation email will contain details of how to track your parcel and you can find more information about this in the Delivery & Tracking your Order section of our FAQs.

CAN I ADD ITEMS, CHANGE OR CANCEL MY ORDER ONCE I'VE CONFIRMED IT??

Unfortunately, once your order is complete, you can no longer add items, change or cancel your order. However, you can easily return any unwanted items to us for a refund (please see our Returns page for more info).

If you want to add items, you should place another order within 24 hours of your original order, then contact us with both order numbers, and we’ll be happy to refund you the additional delivery charge.

CAN I PLACE MY ORDER OVER THE PHONE??

Unfortunately we cannot take orders by phone; all orders should be placed online.

DELIVERY AND TRACKING

STANDARD DELIVERY?

You can have your orders delivered to a home or work address that’s convenient for you. We can deliver to BFPO (British Forces Post Office), but we are unable to deliver to PO Boxes, Hospitals, Airports and Prisons.

You can enter delivery instructions when you’re placing your order e.g. “leave with neighbour in flat 1”. However River Island are not liable for any parcels that are lost or stolen if specific delivery instructions are left for the carrier.

UK Standard Delivery

Deliveries are within 3-4 working days of placing your order and we will confirm the expected delivery date at the checkout when you place your order.

UK Standard Delivery costs £3.95.

We are unable to deliver on Bank Holidays so please allow an extra working day for this.

Deliveries to the following locations may take up to two working days longer:

  • The Scottish Highlands & Islands
  • The Isle of Wight
  • The Isle of Man
  • Northern Ireland

Delivery will take place between 07:00 and 21:00 and in some cases a signature may be required. If nobody is available when your parcel is delivered and there isn’t a safe place to leave the parcel, the delivery driver will leave a calling card with instructions on how to rearrange delivery.

International Standard Delivery (Outside The UK)

Delivery times and charges vary depending on the destination country and we will confirm the expected delivery date at the checkout when you place your order.

EXPRESS DELIVERY?

You can have your orders delivered to a home or work address that’s convenient for you. We can deliver to the BFPO (British Forces Post Office), but we are unable to deliver to PO Boxes, Hospitals, Airports and Prisons.

You can enter delivery instructions when you’re placing your order e.g. “leave with neighbour in flat 1”. However River Island are not liable for any parcels that are lost or stolen if specific delivery instructions are left for the carrier.

UK Express Delivery

Orders placed before 21:00 Monday to Friday will be delivered the next day, orders placed after 21:00 on Friday and before 17:00 on Saturday will be delivered on Sunday. Orders placed after 17:00 on Saturday and before 17:00 Sunday will be delivered on Monday. We will confirm the expected delivery date at checkout when you place your order.

UK Express Delivery costs £6.99

Delivery will take place between 07:00 and 21:00 and in some cases a signature may be required. If nobody is available when your parcel is delivered and there isn’t a safe place to leave the parcel, the delivery driver will leave a calling card with instructions on how to rearrange delivery.

We are unable to deliver on Bank Holidays so please allow an extra working day for this.

UK Express Delivery is unavailable when delivering to the following locations (however UK Standard Delivery is):

  • The Scottish Highlands & Islands
  • The Isle of Wight
  • The Isle of Man
  • Northern Ireland

Please use our Standard service for these destinations.

International Express Delivery Service (Outside The UK)

An Express Delivery service is available to a number of countries outside the UK:

Republic of Ireland
Andorra
Austria
Belgium
Denmark
Finland
France
Germany
Greece
Italy
Luxembourg
Monaco
Netherlands
Portugal
Spain
Sweden
Vatican City

Delivery times and charges vary depending on the destination country and we will confirm the expected delivery date at the checkout when you place your order. Place your order before 15:00 GMT/BST to ensure the fastest Express Delivery time for your delivery destination.

HOW CAN I TRACK MY ORDER??

Deliveries to the UK

When your order is despatched from our warehouse, we’ll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery. Alternatively you can track parcels within My Account.

Deliveries outside the UK

When your order is despatched from our warehouse, we’ll send you an email. If we have sent your order via courier, this email will contain a tracking number and a link to our courier’s website to tell you the current status of your delivery. Alternatively you can track parcels within My Account.

Please note that some deliveries outside of the UK will be sent via an international postal service where parcel tracking is unavailable. If your parcel has been sent via an international postal service, we’ll let you know this in the despatch confirmation email we send you.

WHAT SHOULD I DO IF MY ORDER ISN'T DELIVERED??

If your order has not been delivered within the timescales for your country, please Contact Us . Please remember to include your order number within your message as this will help us speed up the search for your order.

If we’re unable to locate your parcel, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 4 working days. If appropriate, a refund will be issued to the credit/debit card used for your purchase.

I'VE RECEIVED A FAULTY OR INCORRECT ITEM IN MY ORDER?

If you think there is a fault with an item you have received, please return it to us to assess.

If any product fails to give reasonable wear – due to either defective workmanship or materials, we will refund you the purchase price. This guarantee is in addition to and does not affect your statutory rights.

For details on how to return your faulty items, please see our Returns page.

For customers outside of the UK, we will also refund you an amount to cover your return postage. These amounts vary from country to country and will be refunded to the card you originally used to pay for your order. This guarantee is in addition to and does not affect your statutory rights.

For details on how to return your faulty items, please see our International Returns page.

If you have received an incorrect item in your order, please Contact Us with details of the error. Please remember to include your order number within your message and we’ll be able to investigate further and resolve the problem.

AN ITEM IS MISSING FROM MY ORDER?

If an item is missing from your order, please Contact Us and let us know exactly what is wrong with your order. Please remember to include your order number within your message as this will help us speed up the search for your order details.

If we are unable to locate your missing items, we will send you a ‘Missing Parcel Claim Form’ to sign and return, which will act as a declaration of your claim. Upon receipt of your declaration, we will investigate the claim and advise you of the outcome within 4 working days. If appropriate, a refund will be issued to the credit/debit card used for your purchase.

TECHNICAL

I AM HAVING PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE??

We’re really sorry if you’re having problems with our website. Please Contact Us and our customer services team will be able to help you. To help us solve the issue for you, please include as many of the following details as possible (don’t worry if you’re not very technical or are unsure about any of the below; just give us as much information as you can):

– What operating system you use (e.g. Windows Vista, Mac OS X)
– Internet Browser (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
– What URL you were trying to access (e.g. http://youglo.co.uk/my-account/)
– A description of the problem and what time the problem occurred
– If you get an error message, please include it in your message to us

Please state “technical issue” on the Contact Us page in order for us to look into this as soon as possible for you.

If you are using a computer at your place of work, you may also wish to check that they haven’t blocked access to the YouGlo website as part of their policy for personal computer use during working hours.

WHY CAN'T I VIEW SOME OF THE WEBSITE IMAGES??

This could be an issue that we’re unaware of with our website, so please Contact Us to let our customer services team know about it. To help us solve the issue for you, please let us know the URL you were trying to view (e.g. http://youglo.co.uk/product/carlton-colour-light-therapy-anti-ageing/)

Please state “technical issue” on the Contact Us page in order for us to look into this as soon as possible for you.

I'M HAVING TROUBLE WITH MY SHOPPING CART??

We can’t always work out why some people have some problems with websites and others don’t, it has a lot to do with how up to date your operating system and browser is, or what browser you’re using.

Sometimes it helps just to close the browser and reload it. You might also want to try clearing your browsing history including your cookies as this often solves a lot of issues.

Don’t worry if you’re not technically minded and are unsure about the above; Contact Us and give us as much information as you can and our Customer Services Team will try their best to help you.

Please state “technical issue” on the Contact Us page in order for us to look into this as soon as possible for you.

WHY CAN'T I SIGN INTO MY ACCOUNT??

If you’re having trouble signing in, please check you’re using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven’t accidently left Caps Lock on.

If you forget your password, you can reset it, by clicking on the lost password link on the login page. An e-mail containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.

WHY HAS MY CARD PAYMENT FAILED??

We’re not able to specify why card payments fail as the payment process involves both our systems and your bank’s.

In the first instance you should double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement. If your billing address is incorrect it will cause your payment to fail – this is a security measure banks put in place to protect your security.

If all else fails then please try an alternative card for payment – we accept all major credit and debit cards, as well as PayPal.

WHY HAS MY PAYMENT BEEN DECLINED??

We’re not able to specify why card payments are declined as the payment process involves both our systems and your bank’s.

In the first instance you should double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement. If your billing address is incorrect it will cause your payment to fail – this is a security measure banks put in place to protect your security.

If all else fails then please try an alternative card for payment – we accept all major credit and debit cards, as well as PayPal.

IS YOUR SITE SECURE??

We protect any personal information you provide on a secure server. We also operate a secure SSL 128-Bit Encrypted payment system, so you can be sure your orders are being processed safely.

When in the checkout, you’ll see our VeriSign secure certificate, confirming your data is safe. Depending on which browser you are using, this can be accessed by clicking on the padlock symbol in the address bar (Microsoft Internet Explorer, Google Chrome, Apple Safari) or by clicking the River Island icon in the address bar (Mozilla Firefox).

HOW DO YOU PROTECT MY PERSONAL INFORMATION??

Shopping online should always be as secure as shopping in store; your privacy is important to us. We will only share your information if you have given us permission to do so. We do reserve the right to disclose information in certain circumstances clearly stated in our Privacy Policy, which can be found in our Terms and Conditions page.

YouGlo operates a fraud prevention policy and undertakes searches for the purpose of verifying your identity & details. Agencies we use may check details you supply against any particulars on any database (public or otherwise) to which they have access. They may also use your details in the future to assist other companies for verification purposes. By submitting your order you agree to this.

Enquires should be directed in the first instance to:

The Data Protection Compliance Officer
YouGlo
1 Harley Street
London
W1G 9QD
United Kingdom

PROMOTION CODES

WHERE DO I ENTER MY PROMOTION CODE??

When placing an order with YouGlo, select the items you wish to purchase and enter your promotion code within the promotional code box found in your shopping cart at the bottom right of the page. Click the ‘apply coupon’ button and the relevant discount will be applied to your order.

CAN I ENTER MORE THAN ONE PROMOTIONAL CODE??

Not at this time. You can only use one promotional code at a time.

If you enter more than one promotion code, only the last code you enter will be applied to your order.

WHY DOESN'T MY PROMOTION CODE WORK??

Your promotion code may have expired. Please check the validity dates and times of the promotion code you are trying to enter.

If you are trying to use a promo code you have found on a 3rd party voucher code site, we cannot guarantee that it will still be valid. We do not currently work with any 3rd party promo code sites and, as we have no control over the codes that these sites may post, we can’t be responsible for any codes on these sites that are no longer valid.

Some discounts will only be visible once you have proceeded to the checkout page and entered your delivery address. Continue to checkout and you will see your discount has been applied within your summary bag.

You may have entered the incorrect promotion code. Please check that you have entered the correct code for the country to which you are having your order delivered.

You may not have spent the minimum required to activate the promotion. Please check the promotion terms and conditions to see if your order qualifies. Sometimes there may be a different minimum spend for different countries.

Always check that your discount has been applied to your order before you complete your order as we cannot apply the discount to your order after the order is complete.

WHEN WILL THE DISCOUNT BE APPLIED TO MY ORDER??

The discount will be applied when you enter the promotion code in the shopping cat, but will only show on your order once you proceed to the checkout.

In the case of promotion codes for free or discounted delivery, the discount will only show on your order once you have chosen your delivery option.

Where promotions are for a particular country or delivery type, you will need to select your delivery address and delivery type in the checkout, and then click on “continue” for your discount to be applied.

Always check that your discount has been applied to your order before you complete your order as we cannot apply the discount to your order after the order is complete.

HOW MANY TIMES CAN I USE THE SAME PROMOTION CODE??

This will differ depending on the specific promotions.

While some promotion codes may be single-use only, others may be used as often as you like. The restrictions will be clearly displayed in the terms & conditions of each promotion code.

CAN THE PROMOTION CODE BE USED WITH OTHER OFFERS??

At this time, you can only use one promotion code per order.

Our site will update your order with only the last promotion code you entered. If you enter more than one promotion code, only the last code you enter will be applied to your order.

In some cases, certain product ranges may be excluded from a particular promotion. The restrictions will be clearly displayed in the terms & conditions of each promotion code.

WHAT FORMAT MUST I ENTER THE PROMOTION CODE??

You must enter the promotion code without any spaces between any of the letters or numbers. It doesn’t matter if you enter the promotion code in upper or lower case.

I FORGOT TO ADD MY PROMOTIONAL CODE BEFORE I CONFIRMED MY ORDER...CAN THE DISCOUNT STILL BE APPLIED??

Unfortunately, it is not possible to apply the discount after you have placed your order. Please check that the discount has been applied before you click “Place order”.

WHERE CAN I FIND YOUR PROMO CODES??

From time to time we will release promo codes for different discounts and special offers on our website. These will be sent via our newsletter or posted via our pages on social networks (e.g. Facebook, Twitter, Google+, Pinterest, etc).

We do not currently work with any 3rd party voucher code sites, so if you find a voucher code for YouGlo on one of these sites, we cannot guarantee that it will still be valid. As we have no control over the codes that these sites may post, we can’t be responsible for any codes on these sites that are no longer valid.

WHAT DISCOUNTS DO YOU OFFER??

We often hold special discount events and free delivery offers so it’s worth keeping an eye on our website for up to date details regarding these special events.

You might also like to sign up for our newsletter be kept up to date with all our latest news, promotions and discount events. Just enter your email address in the sign up box found at the bottom of the page and our newsletter will be delivered directly to your inbox.

Still looking for answers?

Contact Us