Shipping

Shipping policy

This policy covers delivery costs, dispatch times and pre-orders when you order from Glow Trail at theglowtrail.com.

A note from us
Glow Trail is a small, family-run business. We pack and check every order with care, so please allow for the odd small delay, especially at busy times like Christmas. If anything changes with your order, we'll always let you know.

Delivery costs

  • Trail (4 pieces) and Adventure (6 pieces) sets: free tracked UK delivery.
  • Starter (3 pieces) set and single pieces: tracked UK delivery for £8.49.

You'll see the delivery options and the exact cost at checkout before you pay.

Dispatch times
In-stock orders are usually dispatched within [1–3] working days of payment. We don't dispatch on weekends or UK bank holidays.

Pre-orders
When a set is marked as pre-order, you're reserving it from our next delivery of stock. The expected dispatch date is shown on the product page and in your order confirmation. Different stock batches can have different dates, so please check the date for your own order.

The usual dispatch time doesn't apply to pre-orders. A dispatch date is when we expect to send your order, not when it arrives. Shipping or customs can occasionally delay incoming stock. If your expected dispatch date changes, we'll email you straight away. Pre-orders stay reserved for you and aren't cancelled just because stock is running late.

Delivery times
UK delivery usually takes [2–5] working days after dispatch. As a small family business, we'll always do our best to get your order to you quickly, but courier delays, bank holidays and busy periods like Christmas can occasionally add a few days.

Tracking
As soon as your order is on its way, we'll email you a tracking link so you can follow your parcel.

Changing your delivery address
Email support@theglowtrail.com with your order number as soon as possible. We can update the address any time before dispatch. Once the parcel has left us, we may not be able to redirect it.

PO Box addresses
Our sets are large, so we're not able to deliver to PO Boxes. Please use a home or work address.

If something is out of stock
If an item in your order sells out unexpectedly and it wasn't sold as a pre-order, we'll refund that item in full and send the rest of your order as normal.

Late, missing or damaged parcels
If your parcel hasn't arrived within the expected time, or it arrives damaged, email support@theglowtrail.com with your order number. For damage, please include photos of the pieces and the box. We'll chase it with the courier and send a replacement or refund, whichever you're entitled to. Your rights don't depend on the outcome of any courier claim.

Cancelling an order
You can cancel any order, including a pre-order, before it's dispatched by emailing support@theglowtrail.com with your order number. If it has already been dispatched, see our Refund policy for how to return it. You're also covered by our 30-night play trial.

Nothing in this policy affects your statutory rights.

Questions?
Email support@theglowtrail.com with your order number and we'll get back to you as quickly as we can.