Terms of service
Terms and Conditions of Sale
Glorenna
Last updated: 14 August 2026
These Terms and Conditions ("Terms") apply to the sale of goods by Glorenna to consumers through our website. Please read them carefully before placing an order. By placing an order you agree to be bound by these Terms.
Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other UK consumer protection legislation. Where any provision of these Terms conflicts with your statutory rights, your statutory rights prevail.
1. Who we are
| Trading name | Glorenna |
| Registered address | 600 Heron Close, Rickmansworth, WD3 1NF, United Kingdom |
| info@glorenna.com | |
| Telephone | +44 7418 604305 |
Customer service hours
Monday to Friday: 8:00am – 5:00pm
Saturday and Sunday: 9:00am – 4:00pm
We aim to respond to all enquiries within 12 hours. Calls to the number above are charged at your standard network rate; we do not use premium rate numbers.
2. Definitions
"We", "us", "our" — Glorenna.
"You", "your" — the consumer purchasing goods from us. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.
"Goods" — the clothing and related products we offer for sale on our website.
"Contract" — the contract between you and us for the sale and purchase of Goods, formed in accordance with clause 4.
"Cancellation period" — the 14-day period during which you may cancel the Contract under clause 7.
"Durable medium" — paper or email, or any other medium that allows information to be addressed personally to you, enables you to store it in a way accessible for future reference for a period long enough for the purposes of the information, and allows unchanged reproduction of it.
3. These Terms
3.1 These Terms are the only terms on which we supply Goods to you. They are made available to you on our website before you place an order, and you are asked to accept them at checkout. You can save or print a copy at any time, and we will send a copy with your order confirmation on a durable medium.
3.2 We may amend these Terms from time to time. The version of these Terms in force at the time you place your order is the version that applies to your Contract. Changes will not apply retrospectively to orders already placed.
3.3 If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
3.4 These Terms are written in English and the Contract will be concluded in English.
3.5 A failure or delay by us in exercising any right under these Terms does not constitute a waiver of that right.
4. Our Goods and how a Contract is formed
4.1 Product descriptions and images
We take care to describe and photograph our Goods accurately. However, the images, colours and sizing information shown on our website are illustrative. The colours displayed will depend on your device's screen settings and may differ slightly from the actual product. Sizing may vary between garments and between manufacturers; please check the size guide provided on each product page.
If the Goods you receive do not match their description, you have statutory rights under section 11 of the Consumer Rights Act 2015 — see clause 10.
4.2 Placing an order
Placing an order on our website is an offer by you to buy the Goods. Our acceptance of your order takes place when we send you an email confirming that we have dispatched the Goods, at which point the Contract comes into existence.
Before you place your order, our checkout allows you to review your order and correct any input errors. Please check your order carefully before confirming it.
We will acknowledge receipt of your order without undue delay by email. An acknowledgement of receipt is not acceptance of your order.
4.3 If we cannot accept your order
If we are unable to accept your order — for example because the Goods are out of stock, because we have identified an error in the price or description, because we cannot deliver to your address, or because we are unable to authorise your payment — we will inform you by email and will not charge you. If you have already been charged, we will refund you in full without undue delay and in any event within 14 days.
4.4 Pricing errors
We make every effort to ensure prices shown on our website are correct. Where an obvious and unmistakable pricing error is present and could reasonably have been recognised by you as a mispricing, we may cancel the order and refund you in full. We will not rely on this clause where a reasonable consumer would not have identified the price as an error, and this clause does not entitle us to cancel a Contract that has already been formed under clause 4.2 except in cases of clear and obvious error.
4.5 Availability
All Goods are subject to availability.
5. Price and payment
5.1 Prices
The price of the Goods is the price shown on the product page at the time you place your order. Prices are shown in pounds sterling and, where we are VAT registered, include UK VAT at the applicable rate.
The total price payable — including all delivery charges, taxes and any other unavoidable charges — is displayed to you before you confirm your order and complete payment. We do not add mandatory fees at a later stage of the purchase process.
5.2 Delivery charges
Delivery charges, where applicable, are shown separately at checkout and are included in the total price displayed before you confirm your order.
5.3 Import VAT and customs duty
Some or all of our Goods are dispatched from outside the United Kingdom. The following applies:
(a) Consignments valued at £135 or less. Where the value of your consignment (excluding delivery and insurance) is £135 or less, UK VAT is charged by us at the point of sale and is included in the price you pay at checkout. No further import VAT or customs charges will be payable by you on delivery.
(b) Consignments valued over £135. Where the value of your consignment exceeds £135, import VAT and, depending on the goods, customs duty may become payable at the UK border. Where this applies, we will tell you clearly at checkout, before you confirm your order, and we will tell you who is responsible for paying those charges. Where you are responsible for them, the postal or courier service handling the import may also charge a handling or clearance fee, and delivery may be delayed until those charges are paid.
We will not ask you to pay any charge that has not been disclosed to you before you confirmed your order. If you are charged an unexpected fee on delivery that we did not disclose, please contact us and we will reimburse you.
5.4 Payment
Payment is taken at the point you place your order, using the payment methods shown at checkout. Your card will be charged when your order is placed; if we are unable to accept your order, we will refund you in accordance with clause 4.3.
Please tell us promptly if any of the payment or delivery details you have given us are incorrect.
5.5 Payment protection
If you paid by credit card and the purchase price is more than £100 and not more than £30,000, you may have additional rights against your card provider under section 75 of the Consumer Credit Act 1974. If you paid by debit card or by credit card for a lower amount, you may be able to make a chargeback claim through your card provider. These rights are in addition to, and do not replace, your rights against us.
6. Delivery
6.1 We will deliver the Goods to the address you gave us at checkout.
6.2 We will deliver the Goods without undue delay and in any event within 30 days of the day the Contract is made, unless we have agreed a different delivery period with you. Estimated delivery times for each shipping method are shown at checkout.
6.3 If we fail to deliver within the period in clause 6.2, you may treat the Contract as at an end and receive a full refund. You may also end the Contract immediately if you told us before we accepted your order that delivery within a particular time was essential, or if we have failed to deliver within a further reasonable period you have specified to us. These rights arise under section 28 of the Consumer Rights Act 2015.
6.4 Where you end the Contract under clause 6.3, we will refund all sums paid, including delivery charges, without undue delay and in any event within 14 days.
6.5 If delivery is delayed by an event outside our reasonable control, we will contact you as soon as possible to let you know and take steps to minimise the effect of the delay. If there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any Goods you have paid for but not received.
6.6 If no one is available at your address to take delivery and the Goods cannot be posted through your letterbox or left in a safe place, the carrier will leave a note explaining how to rearrange delivery or collect the Goods. If, after a failed delivery, you do not rearrange delivery or collect the Goods from the carrier, we may contact you for further instructions and may charge you the reasonable costs of storage and any further delivery attempt.
6.7 Risk and ownership. The Goods remain at our risk until they are delivered to you or to a person identified by you to take possession of them. Ownership of the Goods passes to you once we have received payment in full. Where you arrange your own carrier, risk passes to you when the Goods are delivered to that carrier.
6.8 Substitutions. We will not substitute a different product for the one you ordered without your agreement. If the Goods you ordered are unavailable, we will contact you and offer either a refund or an alternative for you to accept or decline.
7. Your right to cancel (14-day cooling-off period)
This clause sets out your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
7.1 Your right
You have the right to cancel your Contract within 14 days without giving any reason.
7.2 When the cancellation period runs
You may cancel at any time from the moment you place your order. The cancellation period ends 14 days after the day on which you, or a person identified by you (other than the carrier), receive physical possession of the Goods.
Where your order is for multiple items delivered separately, the period ends 14 days after the day you receive the last item. Where the Goods consist of multiple lots or pieces delivered separately, the period ends 14 days after the day you receive the last lot or piece.
7.3 How to cancel
To exercise your right to cancel, you must tell us of your decision by a clear statement before the cancellation period expires. You can do this by:
- Email: info@glorenna.com
- Post: Glorenna, 600 Heron Close, Rickmansworth, WD3 1NF, United Kingdom
- Telephone: +44 7418 604305
You may use the model cancellation form at the end of these Terms, but you are not obliged to do so. Any clear statement of your decision to cancel is sufficient.
To meet the cancellation deadline, it is enough for you to send your communication before the cancellation period has expired. We will acknowledge receipt of your cancellation without delay on a durable medium.
7.4 Returning the Goods
You must send the Goods back to us without undue delay and in any event within 14 days of the day on which you tell us you are cancelling. The deadline is met if you send the Goods back before that 14-day period has expired.
Return address:
Glorenna, 600 Heron Close, Rickmansworth, WD3 1NF, United Kingdom
(Please contact us before returning Goods — we may provide an alternative return address.)
7.5 Cost of returning the Goods
You will bear the direct cost of returning the Goods to us. We recommend you obtain proof of postage, as you are responsible for the Goods until they reach us.
This does not apply where you are returning Goods because they are faulty, not as described, or otherwise not in conformity with the Contract — in that case we will pay the cost of return (see clause 10).
7.6 Handling the Goods before you return them
You may handle and inspect the Goods as you would be able to in a shop — for example, trying a garment on for fit. You may reduce the value of the Goods, and we may make a deduction from your refund, if you handle them beyond what is necessary to establish their nature, characteristics and functioning. For clothing, this typically means that Goods should be returned unworn (other than to try on), unwashed, unaltered, and with all original tags and labels still attached.
Any deduction we make will reflect the actual loss in value and will not exceed the price of the Goods.
7.7 Your refund
We will reimburse all payments received from you, including the cost of standard outbound delivery, without undue delay.
Where the Goods have been supplied, we will make the refund no later than 14 days after the day we receive the Goods back from you, or 14 days after the day you supply evidence that you have sent the Goods back, whichever is earlier. Where no Goods have been supplied, we will refund within 14 days of the day we are informed of your decision to cancel.
If you chose a delivery method more expensive than our cheapest standard delivery option, we will refund only the cost of our cheapest standard delivery option.
We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.
7.8 Partial cancellation
You may cancel part of your order. Where you do, we will refund the price of the returned Goods, and we will refund delivery costs only where the cancellation covers the entire order.
8. When the right to cancel does not apply
The 14-day right to cancel in clause 7 does not apply to:
(a) Goods that are made to your specifications or are clearly personalised (for example, garments made to your measurements, or items with custom embroidery or printing);
(b) Sealed Goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery (for example, underwear, swimwear or hosiery supplied in sealed hygiene packaging, where that seal has been broken);
(c) Goods which, after delivery, are according to their nature inseparably mixed with other items.
Where an exclusion applies, we will tell you clearly on the product page before you place your order. If we do not tell you, the exclusion will not apply and you will retain your full right to cancel.
These exclusions do not affect your rights if the Goods are faulty, not as described or not fit for purpose. Those rights are set out in clause 10 and apply regardless of this clause 8.
9. Extended cancellation period if we fail to inform you
If we fail to provide you with the information about your right to cancel that we are required to give you under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, your cancellation period is extended. It will end 14 days after the day we provide that information, or — if we never provide it — 12 months after the day the original 14-day period would have ended.
Where the cancellation period is extended in this way, you will not be liable for any diminished value of the Goods.
10. Faulty, damaged or misdescribed Goods
This clause sets out your rights under the Consumer Rights Act 2015. It is a summary; it does not limit your statutory rights.
10.1 Our obligations
We must supply Goods that are:
- of satisfactory quality (section 9) — meeting the standard a reasonable person would consider satisfactory, taking account of the price, description and other relevant circumstances, including appearance and finish, freedom from minor defects, safety and durability;
- fit for purpose (section 10) — fit for their ordinary purpose and for any particular purpose you made known to us before purchase;
- as described (section 11) — matching the description, sample or model shown to you.
10.2 Your remedies
Within 30 days of delivery — short-term right to reject. You may reject the Goods and receive a full refund, including the cost of outbound delivery. We will refund you without undue delay and in any event within 14 days of agreeing you are entitled to a refund.
After 30 days — repair or replacement. You may require us to repair or replace the Goods. We will do so within a reasonable time and without significant inconvenience to you, and we will bear the costs, including any costs of returning the Goods to us.
If repair or replacement is not possible or fails. If repair or replacement is impossible, or we do not carry it out within a reasonable time and without significant inconvenience to you, you may claim a price reduction or exercise the final right to reject the Goods for a refund. Where you exercise the final right to reject more than six months after delivery, we may make a reasonable deduction for the use you have had of the Goods (except in certain cases involving motor vehicles).
10.3 Burden of proof
If a fault appears within six months of delivery, it is presumed to have been present at the time of delivery unless we can show otherwise, or unless the presumption is incompatible with the nature of the Goods or the fault. After six months, you may be asked to show that the fault was present at delivery.
10.4 Time limits for claims
There is no fixed period within which you must report a fault. You may bring a claim under the Consumer Rights Act 2015 for up to six years from the date of delivery in England, Wales and Northern Ireland, or five years in Scotland. That said, please tell us as soon as you reasonably can after discovering a problem, as this helps us resolve it quickly.
10.5 Return costs for faulty Goods
Where Goods are faulty, not as described or otherwise not in conformity with the Contract, we will pay the cost of returning them to us. Please contact us before returning and we will arrange this.
10.6 Where our obligations may not apply
We are not responsible for damage or deterioration caused by:
- fair wear and tear;
- your failure to follow the care instructions supplied with the garment or on its label;
- alteration, repair or modification carried out by you or on your behalf;
- misuse, accidental damage or exposure to abnormal conditions after delivery.
This clause does not limit your rights where the Goods were faulty at the point of delivery.
10.7 No exclusion of statutory rights
Nothing in these Terms excludes or limits your statutory rights under the Consumer Rights Act 2015, and any manufacturer's guarantee we or a third party may offer is in addition to those rights, not a replacement for them.
11. Our right to end the Contract
We may end the Contract if you do not, within a reasonable time of us asking for it, provide us with information necessary for us to supply the Goods, or if you do not, within a reasonable time, allow us to deliver the Goods to you.
If we end the Contract for one of these reasons, we will refund any money you have paid in advance for Goods we have not provided, but we may deduct or charge you reasonable compensation for the net costs we incur as a result.
12. Our liability to you
12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking the Contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if at the time the Contract was made both we and you knew it might happen.
12.2 We do not exclude or limit our liability in any way where it would be unlawful to do so. This includes liability for:
- death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors;
- fraud or fraudulent misrepresentation;
- breach of your legal rights in relation to the Goods, including the right to receive Goods that are as described, of satisfactory quality, fit for purpose, and supplied with reasonable care and skill;
- defective products under the Consumer Protection Act 1987.
12.3 We are not liable for business losses. We supply Goods for domestic and private use. If you use the Goods for any commercial or business purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
13. Events outside our control
We will not be liable for any failure or delay in performing our obligations under the Contract where that failure or delay results from an event outside our reasonable control. If such an event occurs, we will contact you as soon as reasonably possible and our obligations will be suspended for the duration of the event. Where the delay is substantial, you may contact us to end the Contract and receive a refund for any Goods paid for but not received.
14. Complaints and dispute resolution
14.1 Making a complaint
If you have a complaint, please contact us in the first instance:
- Email: info@glorenna.com
- Post: Glorenna, 600 Heron Close, Rickmansworth, WD3 1NF, United Kingdom
- Telephone: +44 7418 604305
We will acknowledge your complaint within 5 working days and aim to provide a full response within 14 days. If we need longer to investigate, we will tell you why and give you an expected date for a full response.
There is no time limit on making a complaint about faulty or misdescribed Goods; see clause 10.4.
14.2 If we cannot resolve your complaint
If we cannot resolve your complaint to your satisfaction, you may be able to refer the matter to an approved alternative dispute resolution (ADR) provider. We are not currently a member of a mandatory ADR scheme.
You can also obtain free, impartial advice from Citizens Advice:
- Website: citizensadvice.org.uk
- Consumer Helpline: 0808 223 1133
Referring a complaint to ADR does not affect your right to bring court proceedings.
Note: the EU Online Dispute Resolution (ODR) platform ceased operating on 20 July 2025 and is no longer available. It has not applied to UK traders since Brexit.
14.3 Suspension of obligations
Making a complaint does not suspend your obligations under the Contract, except where you are exercising a statutory right to withhold payment or reject the Goods.
15. Your personal data
We use your personal data in accordance with our Privacy Policy and our obligations under the UK General Data Protection Regulation and the Data Protection Act 2018. Please see our Privacy Policy for full details of how we collect, use and store your information, and of your rights in relation to it.
16. Other important terms
16.1 Transfer of the Contract. We may transfer our rights and obligations under the Contract to another organisation. We will tell you in writing if this happens and will ensure the transfer does not affect your rights under the Contract. You may only transfer your rights or obligations under the Contract to another person if we agree in writing.
16.2 Third party rights. The Contract is between you and us. No other person has any rights to enforce any of its terms.
16.3 Independence of provisions. Each paragraph of these Terms operates separately. If any court or relevant authority decides that any of them is unlawful, the remaining paragraphs will remain in full force and effect.
16.4 Delay in enforcing. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you in respect of your breaking the Contract, that will not mean you do not have to do those things, and it will not prevent us taking steps against you at a later date.
17. Governing law and jurisdiction
These Terms and the Contract are governed by the law of England and Wales.
You and we both agree that the courts of England and Wales will have jurisdiction over any dispute arising out of or in connection with the Contract. However, if you live in Scotland you may bring proceedings in either the Scottish or the English courts, and if you live in Northern Ireland you may bring proceedings in either the Northern Irish or the English courts.
If you are habitually resident in a country outside the United Kingdom, nothing in this clause deprives you of the protection afforded to you by mandatory provisions of the law of the country in which you are resident, or of your right to bring proceedings in the courts of that country.
Annex — Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the Contract. You are not obliged to use this form — any clear statement will do.)
To:
Glorenna
600 Heron Close, Rickmansworth, WD3 1NF, United Kingdom
Email: info@glorenna.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Goods being cancelled: ..........................................................
Ordered on [*] / received on [*]: ..........................................
Order number: ..........................................
Name of consumer(s): ..........................................
Address of consumer(s): ..........................................
..........................................................
Signature of consumer(s) (only if this form is notified on paper): ..........................................
Date: ..........................................
[*] Delete as appropriate.
Legislation referenced in these Terms
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134)
- Consumer Rights Act 2015
- Digital Markets, Competition and Consumers Act 2024, Part 4 Chapter 1 (unfair commercial practices — in force from 6 April 2025, replacing the Consumer Protection from Unfair Trading Regulations 2008)
- Electronic Commerce (EC Directive) Regulations 2002 (SI 2002/2013)
- Consumer Protection Act 1987
- Consumer Credit Act 1974, section 75
- Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015
- UK General Data Protection Regulation and Data Protection Act 2018