Shipping policy
Thank you for shopping with Home Glow ("we", "us", "our"). This Shipping Policy explains how we process, ship, and deliver orders. By placing an order with us, you agree to the terms below.
1. WHO WE ARE
Home Glow is operated by MSM Group SIA, a company registered in Latvia under registration number 50203760981, with its registered address at ''Dimanti'', Alsviķu pag., Alūksnes nov., LV-4333. We are not currently VAT registered.
2. ORDER PROCESSING TIME
Because we work with a third-party supplier for order fulfillment, please note:
- Orders are typically processed and passed to our fulfillment partner for shipment within 1–2 business days of payment confirmation.
- Processing times may occasionally be longer during the first weeks of a new product launch, sales, holidays, or periods of high order volume. We will notify you of any significant delay.
- Orders placed on weekends or public holidays will begin processing on the next business day.
- Order confirmation does not guarantee immediate dispatch; it confirms we have received and are processing your order.
3. SHIPPING ORIGINS, CARRIERS, AND PACKAGING
Our products are fulfilled through our partner, which sources and ships products via a network of manufacturers and logistics partners, primarily located outside the European Union. Products ship in neutral, unbranded packaging so that deliveries arrive without third-party branding.
- Depending on the product and destination, packages may be routed through intermediate logistics hubs before reaching you; this is a normal part of the fulfillment process and helps keep shipping times and costs down.
- If your order contains multiple items, it may arrive in separate packages, at separate times, and with separate tracking numbers, at no extra cost to you.
- Not all products can be shipped to all countries. If an item in your order cannot be delivered to your location, we will contact you to arrange a refund or substitute for the affected item.
4. ESTIMATED SHIPPING TIMES
Estimated delivery times, after processing, are as follows:
| Destination | Estimated Shipping Time |
|---|---|
| Latvia | 6–10 business days |
| European Union | 6–12 business days |
| Rest of world | 8–15 business days |
These figures are based on typical delivery windows of our fulfillment partner but are estimates only and are not guaranteed. Actual delivery times can vary due to customs processing, carrier delays, weather, peak seasons, product origin, or other events outside our control. We are not liable for delays caused by shipping carriers, customs authorities, or other circumstances beyond our reasonable control.
5. SHIPPING COSTS
Shipping costs are calculated at checkout based on your delivery address, order weight/size, and chosen shipping method, unless otherwise stated in an active promotion. Any applicable free-shipping thresholds or offers will be clearly displayed on the site.
6. CUSTOMS, DUTIES, AND IMPORT TAXES
- For orders shipped within the European Union, prices displayed at checkout include applicable VAT, and no further customs duties should apply.
- For orders shipped from outside the EU or to destinations outside the EU, your order may be subject to import duties, taxes, and customs clearance fees, which are levied once the package reaches the destination country. These charges are the responsibility of the customer and are not included in the item price or shipping cost.
- We have no control over these charges and cannot predict their amount, as customs policies vary widely by country. Please contact your local customs office for more information before placing an order.
- Where applicable, orders may be processed through the EU's Import One-Stop Shop (IOSS) scheme.
7. TRACKING YOUR ORDER
Once your order (or part of your order) has shipped, our system automatically syncs tracking information from our fulfillment partner, and you will receive a shipping confirmation email with tracking details. Tracking numbers may take 1–3 business days after dispatch to become active in the carrier's system.
8. ADDRESS ACCURACY
Please ensure your shipping address is complete and accurate at checkout. We are not responsible for orders shipped to an incorrect address provided by the customer. If you notice an error, contact us at support.homeglow@gmail.com as soon as possible — we will attempt to correct it before dispatch, but cannot guarantee changes once an order has been passed to our supplier for fulfillment.
9. LOST, DAMAGED, OR MISSING PACKAGES
- If your tracking shows delivered but you have not received your package, please check with neighbors, building management, or your local carrier depot first, then contact us within 7 days so we can investigate.
- If your package arrives damaged or items are missing, please contact us within 48 hours of delivery with photos of the damaged item(s) and packaging, so we can assist with a resolution via our Refund Policy.
- For packages lost in transit (no delivery confirmation after the estimated delivery window has passed), contact us at support.homeglow@gmail.com and we will work with the relevant carrier or supplier to locate your order or arrange a replacement/refund in accordance with our Refund Policy.
10. YOUR RIGHT OF WITHDRAWAL (EU CONSUMERS)
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason, in accordance with EU Directive 2011/83/EU on consumer rights. Please see our Refund Policy for full details on returns, exchanges, and withdrawal.
11. UNDELIVERABLE / REFUSED PACKAGES
If a package is returned to sender due to an incorrect address, refusal of delivery, or failure to claim the package from customs, you may be responsible for the original shipping cost, and any reshipment will incur an additional shipping charge, unless the error was ours.
12. CONTACT US
If you have questions about this Shipping Policy or the status of your order, please contact us:
Store name: Home Glow, Company name: MSM Group SIA
Email: support.homeglow@gmail.com, Phone number: +37128704528, Address: ''Dimanti'', Alsviķu pag., Alūksnes nov., LV-4333