Frequently Asked Questions (FAQ)
1. Orders and cancellations
Can I change or cancel my order?
Yes, cancellations or changes are accepted only within 5 minutes of placing your order. After this 5-minute window, orders are automatically forwarded to our suppliers’ fulfillment centers and cannot be stopped, changed, or canceled.
Why was my cancellation request declined?
Requests submitted after the 5-minute window cannot be processed because packages are immediately queued for packing and air logistics. Once you receive your order, you can initiate an authorized return within 14 days.
2. Shipping and delivery
Where do you ship?
We ship exclusively to Italy, the United States, the United Kingdom, Australia, and Switzerland.
How much does shipping cost?
100% free standard shipping on all orders, with no minimum spend or hidden fees.
How long does delivery take?
Processing: 1–2 business days
Transit: 6–12 business days
Total delivery time: 7–14 business days
Where do the products ship from?
Designed and managed in Italy, items are shipped directly from specialized international logistics hubs (mainly in China or regional European warehouses) by air freight, followed by your country’s national postal service (USPS, Royal Mail, Australia Post, Swiss Post, Poste Italiane, etc.).
How do I track my order?
Tracking details are sent automatically by email as soon as your package ships. Carrier tracking usually updates within 1–3 business days. You can also track packages on our “Track your order” page.
3. Damaged items and delivery issues
What if my item arrives damaged or defective?
Keep the item: no return is required for verified defects.
Free replacement: a new replacement item will be sent to you completely free of charge.
Action required: email info@glabora.com within 48 hours of delivery with your order number and clear photos/videos of the defect, labels, and the package’s shipping label.
What is NOT considered a defect?
Loose threads that can be trimmed, small seam openings under 2 cm, normal size variations (2–3 cm), creases from packaging, and slight color shade differences due to screens are eligible only for standard customer-paid returns.
The tracking says “Delivered,” but I haven’t received anything?
Check around the entrances, in mailboxes, and with your neighbors or at your local post office. If the problem persists, contact info@glabora.com to initiate an official investigation with the carrier. (Note: Address errors made at checkout are not covered).
4. Returns and refunds
What is your return period?
14 calendar days from the carrier's delivery date. Items must be unworn, unwashed, odor-free, and in their original packaging with tags intact.
Which items cannot be returned?
For hygiene reasons: fleece leggings, bodysuits, underwear, tights, swimsuits, open-piercing jewelry, and items marked Final Sale.
Who pays for return shipping, and where should I send it?
Customers are responsible for tracked return shipping costs and any applicable import VAT/duties for returns due to personal preference or sizing.
Important: Do not send items back to the address shown on the transit label or to the Italian office. First contact support at info@glabora.com for Return Merchandise Authorization (RMA) and specific warehouse instructions (Asia or European depot).
Are there restocking fees?
0.00 (zero) for authorized standard returns. Returned items that are damaged, worn, or missing parts may be subject to a deduction of 15% to 100%.
When will I receive my refund?
Processed within 10–14 business days after inspection at our hub, plus 3–5 business days for bank processing.
5. Sizes, payments, and support
How do I choose the right size?
Refer to the dimensional size charts (bust, waist, hips, inseam) available directly through the Size Guide on each product page.
What payment methods are accepted?
Visa, Mastercard, Maestro, AMEX, PayPal, Apple Pay, Google Pay, UnionPay, and regional methods (TWINT). All transactions use 256-bit SSL encryption.
How do I contact customer support?
Support hours: Monday–Friday, 9:00 – 17:00 (CET).
Email: info@glabora.com
Phone: +39 329 563 0900
Contact page: https://glabora.com/pages/contatti
Operator: J&S Group S.R.L.S. (VAT No.: IT03389370598)
Address: Via Francesco Caracciolo 5, Fondi, Latina, 04022, Italy
For full details, see: Shipping Policy · Returns and Refund Policy · Privacy Policy · Terms and Conditions.