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Shipping, Refunds and our Sleep Guarantee!

Shipping and Returns

Shipping

Our Delivery Services 

We currently offer FREE SHIPPING  for UK Mainland customers (via Royal Mail) for orders with a total of £45 or more. Smaller orders will be charged £6.99 for shipping in the UK Mainland.  Our Warehouse works hard to process your orders as quickly as possible, most orders are dispatched within 1 business day. 

Restrictions 

We currently only offer delivery throughout the UK and Northern Ireland. If you would like to order for delivery to any other location please visit our Australian website: www.glowdreaming.com  

Delivery Lead Times 

Once processed, packages can take between 2-4 days to arrive. We do not currently deliver on Bank Holidays and our lead times are not guaranteed. 

Overdue Deliveries 

Your order is late if: 

If you have not received your order within 4 working days since you purchased, please get in touch with our customer care team. 
https://glowdreaming.co.uk/pages/contact-us 

Lost Deliveries 

If you believe the carrier has lost your parcel please get in touch through the link below. 
Please ensure you have waited at least 4 working days since your purchase before reaching out as unforeseen delays can sometimes occur that are out of our control resulting in the delayed delivery of your parcel. 

https://glowdreaming.co.uk/pages/contact-us 

 

Returns, Refunds & Exchanges

60 night guarantee 

We strongly believe in the ability of Glow Dreaming products to help your children sleep. We want you to try our hero product, the Glow Sleep Easy, in the comfort of your own home and see for yourself. Introducing the Glow Sleep Easy to your child’s routine can be a big change for a little person, so we want you to have plenty of time to let the new routine settle and to see the positive results from using your Glow consistently every night. When you order the Glow Sleep Easy (on it's own or in a bundle) from our website, we include our 60 night guarantee. If you are not 100% satisfied for any reason, we will be happy to provide a full refund on the purchase price for any Glow Sleep Easy or Glow Sleep Easy component of the bundle price for up to 60 days from the day your order is delivered to you. 

Just Contact Us at any time inside those first 60 days to let us know if you’d like to return your eligible Glow Sleep Easy order. 

Before you return at item, you must have a Returns Authority issued from our Customer Care team. Please note that returns without this will not be accepted and will impact your eligibility for a refund.

If the product page does not specifically state that the 60 night guarantee is included with that product, then the 60 night guarantee will not be applied. 

30 night guarantee 

We are so excited to be launching our new products, the Glow Travel Sleep Easy and the Glow Perfect Sleep Sensor – we're confident they will help your family get great sleep every night. 

As part of our launch of these new products, we are happy to be including our special 30 night guarantee.  If you are not 100% satisfied for any reason, we will be happy to provide a full refund on the purchase price for any Glow Travel Sleep Easy or Glow Perfect Sleep Sensor or the product price component of the bundle price for up to 30 days from the day your order is delivered to you. 

Returns, Your rights.

As a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within fourteen (14) working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights. For further information about your statutory rights, contact your local authority Trading Standards department or consumer advice centre (for example the Citizen's Advice Bureau if you are in the UK). If you are considering cancelling or wish to cancel a product you have ordered from us, please be aware of the following terms that apply:

Applicability of cancellation rights: Legal rights of cancellation under the Distance Selling Regulations available for UK or EU consumers do not apply to certain products and services.

The sale of customised goods or perishable goods sealed audio or video recordings, or software, which has been opened.

Additional cancellation terms: Where Additional Terms and Conditions of Sale are applicable to any product or service you have ordered from us, these may also govern your cancellation rights and you should review these carefully;

Damaged or incorrectly supplied products: You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post, phone or e-mail only) within the seven day period. You must return the products to us as soon as possible after informing us that the products are damaged or have been incorrectly supplied.

Other cancelled products: If you want to cancel products that are not damaged or incorrectly supplied, then you must inform us of this within seven working days following the date of receipt in accordance with the Distance Selling Regulations or otherwise as soon as possible. You must take reasonable care of the products that you wish to cancel and not use them. Products should be returned in their original packaging or promptly at your cost.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available in the UK from your local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

Faults, order issues and warranty claims 

If you experience a fault with your order of any and all Glow Dreaming products, or if your delivery is missing any items or including any items you didn’t order, please contact our Customer Care team for support: customercare@glowdreaming.com 

Before you return at item, you must have a Returns Authority issued from our Customer Care team. Please note that returns without a Returns Authority Number will not be accepted and will impact your eligibility for a refund.

All Glow Dreaming units are covered by our 12 month warranty, see below for more information on our warranty. 

Returns Process 

Please email our Customer Care team to request a return on your order: customercare@glowdreaming.com  

Before you return at item, you must have a Returns Authority issued from our Customer Care team. Please note that returns without a Returns Authority Number will not be accepted and will impact your eligibility for a refund.

The instructions for returns, as well as the return mailing address, will be provided by our Customer Care team via email upon request for eligible returns. 

Please make sure the returned product is carefully wrapped and provide a tracking number, as we are not responsible for lost or damaged products that are being returned to us.  Please note that any returns arriving in damaged condition or missing pieces will not be refundable. Make sure that all of the pieces that you received in your original order are returned. We are only able to provide refunds when all items in the original order are returned in full. 

Our warehouse will process your return in 2-7 business days after receiving the parcel. You will receive an email from our system confirming that we have processed your refund: please allow a further 7-10 days for the funds to be available in your account, depending on your bank. 

We are only able to refund orders back to the card or account used for the original transaction. If you no longer have access to that account or card for any reason, please speak to your bank for advice on how to access the returned funds. 

Return postage is done at the customers expense: we do not provide prepaid returns labels for change of mind, 60 night or 30 night guarantee returns.   

Warranty 

 
Glow Dreaming orders are covered for any and all manufacturer faults that might occur within the first 12 months from the date the original order is received by the customer. 

If you believe your Glow is experiencing a manufacturer fault, please contact our Customer Care team for assistance in the first instance: customercare@glowdreaming.com  

Our team will need to verify your purchase: we cannot honour the warranty for any items until we verify the purchase in our records. You may be asked to supply proof of purchase to support this effort, particularly if you placed your order via a third party rather than directly on our website.  

Our team will provide support to correct any issues where possible, and will endeavour to replace any confirmed faulty goods reported within the first 12 months of the original order date with like-for-like items. Warranty is valid for the first 12 months from the date of the original order. In the event that a brand new unit is received during the warranty period, the warranty still ends from the date of the original purchase.  

This warranty is available to the first user of the product (either the purchaser or the original gift recipient) and is non-transferrable. Second-hand products are not covered by this warranty. 

All warranty claims are subject to proper use and care in accordance with the product manual. This includes a proper cleaning regimen to maintain the device. Warranty will not apply in the event of neglect, intentional or accidental damage, or normal wear and tear. If there is evidence of tampering, wilful or accidental damage, misuse, or incorrect product use, your warranty will be voided. 

Tampering, wilful or accidental damage, misuse, and incorrect product use can include, but is not limited to, the following:  

  • Dropping or damaging the unit or power cord  
  • Using any power cord other than the one supplied by Glow Dreaming for use with the unit  
  • Opening up the Glow Dreaming unit to expose the internal wiring and mechanics  
  • Overloading the power supply to your Glow  
  • Allowing water to enter the air return and/or power outlet  

How to Clean your Glow Dreaming  

Turn off and empty your Glow: 

  • Turn the power off at the wall, then remove the plug from the wall socket.  
  • Unplug the Glow unit power cord from the unit   
  • Empty out any water via the side of the tank marked Drain Side Only (take care not to get any water in the power outlet or airflow outlet)   

Clean the Glow:    

  • Put 1 cup of warm water and 1/3 cup of vinegar into the water tank and let it sit for 20 minutes  
  • Carefully empty this out and wipe out the inside with paper towel   
  • Gently wash the inside of both the lid and water tank with warm soapy water and a soft cloth   
  • Turn the Glow unit upside down and let the unit air-dry completely (at least 1 hour) 
  • Fill the Glow with fresh tap water to just below the Max line (450ml) before next use.  

To use your Glow after cleaning: 

  • Plug the power cord back into the Glow itself, then into the wall with the power turned off 
  • Lastly, turn the power on at the wall 
  • This prevents the circuit from overloading and is best practice for all your small electrical appliances 
  • Use the measuring jug provided or a small cup with a lip to carefully pour fresh tap water into the water tank (if using the humidifier) 
  • Fill the tank to your desired level, no more than 450ml 
  • Float your drops of essential oil on top of the water, if using 
  • Replace the outer lid and turn on your Glow. 

Tips on correct product use  

Remove the foam insert from the lid of your new Glow Dreaming unit before use. 

Place your Glow Dreaming on a hard surface: any soft fabric, rattan, carpet or similar will dull the sound of the pink noise.  

Ensure there is water in the water tank when you want to run the timer and/or humidifier.  

The timer is connected to the humidifier, and so the timer will not run unless there is water in the tank.  

The touchpads are sensitive – please allow 2-3 seconds between each tap on the touchpads.  

Use the pouring jug to fill your Glow Dreaming: do not fill your Glow’s water tank directly at the tap then move it to your sleep space with the tank full of water. This will increase the risk of spilling water into the power outlet and/or air return.  

Clean your Glow Dreaming as per the above directions at least once per week.  

Change out the water in your Glow Dreaming every day.  

Do not float essential oil onto stale water: change the water and oils daily.  

Turn your Glow off each morning and in between sleeps.  

Plug your Glow Dreaming (or indeed any small electrical appliance) in the following order:  

  • Firstly, plug the cord into the unit itself  
  • Secondly plug the wall outlet into the wall socket, ensuring the power is off when you do so  
  • Lastly, turn on the power at the wall socket  

If you plug the power cord into the Glow Dreaming with the power already switched on, this can overload your Glow Dreaming’s power supply and damage the internal mechanics.  

Out of warranty support 

We know your Glow is an important part of your wind-down routine. If you experience any issues with your Glow Dreaming outside the warranty period, please contact our team to see how we can help.  

Incorrect or Damaged Products  

 We recommend that you immediately inspect all goods that we deliver to you, to ensure that you are completely satisfied with their quality and that they match the description we have provided.  

 All orders are packed with care, and we do everything we can to ensure your order arrives safely. If we made a mistake or your order arrived in a damaged/unsuitable condition, please contact us within 14 days of receiving the package. You will be required to provide photographic and/or video evidence: our team will request this if not supplied. Reach out to our team if you need any information on what to include in your photos and/or video.  

When submitting a video demonstrating faults, please take a 15-20 second clip showing the following:  

  • the unit is plugged in at the wall   
  • the power at the wall socket is turned on   
  • the power cord is plugged in at the back of the Glow unit    
  • the issue you are experiencing  
  • If there is any issue with the humidifier/timer please also show in your video that there is water in the water tank before turning on the humidifier/timer.  

Glow Dreaming will replace or refund damaged/incorrect items as soon as possible once the fault is confirmed. Our team reserve the right to ask you to complete a full clean and reset of the unit prior to replacing or refunding the unit to resolve the issue. We reserve the right to request that the goods be returned to us for inspection prior to arranging a replacement or refund: Glow Dreaming will cover the cost of postage in this instance. 

You can contact our team here: customercare@glowdreaming.com 

If you have any trouble uploading photos or video files, please let our team know.  

 

Sleep Guarantee

Why are we offering a Money Back Sleep Guarantee?

 

This is about giving you the peace of mind that you’re not in this alone.

Our team of Glow experts will guide you, not just on how to best use our products, but also on a few strategies that are specifically tailored for your needs. 

As part of your Glow Sleep Easy purchase, you receive access Premium Access to our Glow Sleep Genie App to help you achieve your sleep goals. 

 Basic Access Premium Access
Glow Remote Control Glow Remote Control
Green to Rise Light timer Green to Rise Light timer
Base recommended sleep schedule Editable sleep schedule to track wake times sleep tracker to analyse your little one’s sleep patterns.

Sample library of sleep support content, curated for your little one’s age.

Full library of sleep support content, curated for your little one’s age.

 

Tracking ability with Insights and analytics to help you understand their sleep routine.

 

Our Money Back Guarantee for the Glow Sleep Easy (on its own or in a bundle)

If you are not 100% satisfied for any reason, we will be happy to provide a full refund for any Glow Sleep Easy NOW for up to 60 days.

Purchase with absolute certainty that this will work for you and your family. The 60 days starts from the day your Glow Sleep Easy is delivered to you.

Our Money Back Guarantee for the Glow Perfect Sleep Sensor & Glow Travel Sleep Easy (on its own or in a bundle)

If you are not 100% satisfied for any reason, we will be happy to provide a full refund for any Glow Perfect Sleep Sensor & Glow Travel Sleep Easy NOW for up to 30 days.

Purchase with absolute certainty that this will work for you and your family. The 30 days starts from the day your Product is delivered to you.

This guarantee does not apply to the purchase of the add-on Glow Room Sensor when purchased separately.

 

All other products outside of our Glow Perfect Sleep Sensor, Glow Travel Sleep Easy and Glow Sleep Easy Unit or Bundles are not applicable to the sleep guarantee. Our money back sleep guarantee differs based on product, support, and period to utilise your purchased product to ensure you have every opportunity to see success.

General

Do I have to use the humidifier when using the Glow Sleep Easy unit?

Although our Glow Sleep easy unit offers 3 main functions, you can choose which functions you want to use at any given time, so you do not need to use the humidifier if you don’t wish to. Having said that, if you choose to use the timer setting, you will need to put water in the tank for this to be functional.

If using the timer for the humidifier, will all the other functions turn off too?

The simple answer is yes. When using the timer, all the functions you are using at that given time will turn off once the time you chose is complete.

When is it safe to use your oils in the humidifier?

We recommend the use of our oils from 8 weeks and beyond, and recommend the use of plain water until such time. Once your little one is old enough to start using our oils, we do recommend you following the dosage recommendation on our packaging.

How long does one bottle of oil last?

Each bottle lasts approximately 3 months, but of course this will vary from customer to customer as the dosage required does vary for different age groups.

What age groups is the Glow Dreaming unit beneficial for?

Our Glow Sleep Easy unit is beneficial to aid in sleep for all age groups, and has proven to have positive effects on sleep patterns from newborns all the way to adults. In fact, many of our customers have purchased a Glow Sleep easy unit for their bedrooms when moving their little ones out into their own bedroom. 

What exactly does your 60 day money back guarantee mean?

We are so confident that you will love our Glow Sleep Easy unit, so we have given all our wonderful customers the opportunity to try it at home for 60 days, and if you don’t love it as much as we know you will, you can send it back to us for a full refund – no questions asked! If you do choose to send the unit back to us, you will need to cover postage costs back to our warehouse.

How do I return my unit for a refund?

If you would like to return your unit for a refund within the 60 day money back guarantee, please email our wonderful customer service team at customercare@glowdreaming.com and they will issue you with an RA number and return shipping details. Please bare in mind, a refund will not be issued without an RA number so please ensure you contact our service team before sending the unit back.

Glow Sleep Easy

How does this help my baby sleep? 

The Sleep Easy brings together the best technology proven by science to enrich your bedtime routine and enhance the quality of sleep to ensure your family gets the rest you need. The Sleep Easy makes it easier for your baby to settle to sleep independently, reduces night waking and helps your baby learn to sleep for longer stretches of time overnight. Safe to use from birth and during pregnancy, the Sleep Easy will help you get started with a great sleep routine for your newborn, and can help resolve sleep issues in older children as well.

How does the app work? 

Download our app for free and connect the free Bluetooth remote to control your Sleep Easy from any room in the house. You can use the app to manage all the settings on your Sleep Easy, and to view a suggested sleep schedule for your baby that will change automatically as your baby grows, so you can ensure your routine is always up to date. Access a range of helpful articles on common sleep issues like reducing night waking, establishing a robust routine and safe sleeping, all tailored to your baby’s age and that change automatically as your baby grows. Our app is always ad-free.

What are the benefits of Red LED Light Therapy? 

Under red light, our bodies will generate natural melatonin, the hormone that makes us drowsy and prepares the body for sleep. Red LED Light is used by NASA to help astronauts maintain a healthy body clock in space, ensuring they get the sleep they need: the Sleep Easy lets you bring this technology into your home. Red LED Light therapy is a gentle, non-invasive way to encourage the brain to produce more natural melatonin at bedtime, helping your baby to settle to sleep more easily and independently.

What is Pink Noise? 

Pink Noise is used to enhance the quality of your sleep overnight in two ways. Pink Noise will firstly create a super consistent soundscape that covers up background noise like pets, footsteps and traffic, reducing the risk that your baby's sleep will be disturbed unnecessarily. Pink noise also actively assists the brain to achieve slow-wave sleep, increasing the quality of the rest we get overnight so can wake feeling refreshed.  

Unlike synthetic white noise, which we can become reliant on overtime and unable to sleep without, organic pink noise carries no risk of dependency, so it's super safe for your family. 

Why should I use the humidifier every day? 

Babies are very prone to congestion, as they have very narrow nasal passages that can easily become blocked. Using an ultrasonic humidifier in your regular routine helps reduce swelling in the sinuses and thins out congestion, allowing it to drain away more easily. Running your humidifier makes it easier for your baby to take deeper, more relaxing breaths all night long, enabling them to sleep for longer stretches of time undisturbed and enhancing the overall quality of their sleep.

The Glow Sleep Genie App

What is the difference between the Basic and Premium Access to the Glow Sleep Genie App?

At the moment, every download of the Glow Sleep Genie App means you get PREMIUM Access completely FREE!

 

Basic Access

 

Premium Access

 

Glow Remote Control.

 

Green to Rise Light timer.

 

Base recommended sleep schedule

 

Sample library of sleep support content, curated for your little one’s age.

 

Glow Remote Control.

 

Green to Rise Light timer.

 

Editable sleep schedule to track wake times sleep tracker to analyse your little one’s sleep patterns.

 

Full library of sleep support content, curated for your little one’s age.

 

Tracking ability with Insights and analytics to help you understand their sleep routine.

 

 

 

I'm having issues connecting my app to my device...

If there are issues connecting the app to your device, please check the following steps:

  • Is bluetooth turned on?
  • Does the app have the appropriate permissions? (see below)
  • Unplug the GLOW device, wait a few seconds and plug it back in. (The device only stays discoverable for new device for a short while)
  • Make sure there is not another phone in vicinity that has an active connection to the device. Try force quitting the Glow app on that phone if it has previously had a connection.
  • Try restarting the phone
  • If it previously worked but is no longer connecting, try removing the device in the app and connecting as a new one. (On the My Glow tab, tap the Settings icon in the top right and then “Disconnect this Glow”. Then you can try setting it up from scratch.
  • Is the phone a work phone with MDM (Mobile Device Management) software installed? It might be preventing the app from working correctly as these can restrict phone functionality for security reasons.

Checking Permissions

iOS

in iOS Settings App → Glow Dreaming, ensure the following permissions are enabled:

  • Bluetooth
  • Local Network

Android

Screen will vary based on the version of android and the device manufacturer. In Android Settings → Apps, find Glow Dreaming and access its Permissions.

The following two permissions should be granted:

  • Location
  • Nearby devices

Glow Travel Sleep Easy

Is the Pink Noise the same as in the full-sized model? 

Yes! Our Pink Noise volume is calibrated to be loud enough to cover as much background noise as possible while still being within safe levels for your baby’s hearing. The Travel Glow Sleep Easy has the same volume levels as the full size model, with the ability to choose between 3 different levels. We recommend using the same settings on your Travel Glow as you would use on the full-size model. Our Pink Noise is continuous and will play for 12 hours overnight.

Is the Red LED Light bright enough to light up a whole room? 

The Red LED Light is designed to be used as part of your wind-down routine to help your baby generate more natural melatonin, the hormone that makes us drowsy. The Travel Glow won’t light up the whole space as we know that you can sometimes be in close quarters with your baby when you’re travelling. Position your Glow Travel Sleep Easy about 1m away from your baby at their eye-level when they’re lying down to get the best effect.

Do I have to use all the settings at the same time? 

The Travel Sleep Easy is designed to be flexible so you can use any combination of settings that works best for your family. You can use any one setting by itself, any pair of settings or all three settings at the same time. We recommend using the same settings on your Travel as with your full-sized Sleep Easy: check our free app to see our recommendations for which settings to use based on your baby’s age.

How long does the battery last? 

When fully charged the Travel Sleep Easy will last 12 hours, so you can run the settings without any pause overnight. Our Pink Noise is continuous to ensure your baby has a consistent soundscape all night, helping them sleep without unnecessary wake-ups.It’s easy to recharge your Travel Sleep Easy on the move with the USB charging cable.

Glow Perfect Sleep Sensor

What is TOG? 

The TOG rating, short for Thermal Overall Grade, is a measurement of the warmth of blankets, sleeping bags and pj’s. The higher the TOG rating, the warmer the product. You can use TOG ratings to quickly find the best clothing and bedding for your baby based on the room temperature each night. Dressing your baby in the right TOG will help prevent unnecessary night wakings and enable your baby to learn to sleep for longer stretches of time overnight. Check the best TOG to use each night with one glance at your Perfect Sleep Sensor.

What is the best way to dress my baby for bed? 

Use your Perfect sleep Sensor to check the recommended TOG rating to use for each sleep, as the recommendation will change depending on the temperature and humidity in the room. Check our helpful What To Wear Guide for tips on how to mix and match different layers of clothes to get the right TOG:https://glowdreaming.com/blogs/news/cosy-and-safe-dressing-your-baby-for-winter-with-tog-rating?_pos=2&_sid=0872d624d&_ss=r

How many rooms can I monitor with this sensor? 

The Perfect Sleep Sensor includes one Room Sensor, but you can connect up to 3 room sensors in total if you need to monitor more rooms in your home. 

How do I increase the humidity in my space if the sensor says it’s too dry? 

The Perfect Sleep Sensor helps you understand not only if the room is too warm or too cold for great sleep, but also lets you know if the humidity has dropped below the healthy levels that support deep, easy breathing. Viruses like cold and flu also thrive in cold, dry air, so we want to maintain healthy humidity to keep our families safe from illness. If the Perfect Sleep Sensor suggests the air is too dry, run the ultrasonic humidifier in your Glow Sleep Easy to restore the balance and ensure your baby can breathe easy all night long.