FAQ

Frequently Asked Questions

1. Orders

Q: Do I need an account to place an order?
A: No, you can checkout as a guest. However, creating an account makes it easier to view your order history, track orders, and save your details for faster checkout next time.

Q: Can I change or cancel my order after placing it?
A: We start processing orders quickly, usually within 1–2 business days. If you need to update your address or cancel, please email us as soon as possible at support@glatche.com with your order number. If your order has already been shipped, we won’t be able to cancel it, but you can still request a return according to our Return Policy. 

Q: How do I use a discount code?
A: You can enter your discount code at checkout in the “Discount code” field. Click “Apply” and the total will update if the code is valid. Only one discount code can usually be used per order unless stated otherwise.

2. Shipping & Delivery

Q: Where do you ship?
A: We currently ship to the United States, United Kingdom, and Netherlands. 

Q: How much is shipping? 
A:

  • United States

    • Free shipping on orders over $69

    • $5 flat rate on orders $69 and under

  • United Kingdom

    • Free shipping on orders over £51

    • £5 flat rate on orders £51 and under

  • Netherlands

    • Free shipping on orders over €59

    • €5 flat rate on orders €59 and under

Q: How long will my order take to arrive? 
A:

  • Handling time: 1–2 business days (Monday–Friday)

  • Transit time: 3–6 business days (Monday–Friday)

  • Estimated delivery time: about 4–8 business days from the date your order is placed.

Please note that during busy seasons or holidays, shipping carriers may experience delays.

Q: How can I track my order? 
A: Once your order ships, you’ll receive an email with a tracking link. You can also track your order any time using the “Track Order” page on our website and entering your order details.

3. Returns & Refunds

Q: What is your return policy? 
A: We accept returns within 30 days of delivery for the following reasons:

  • Size or fit issues

  • Item not as described or wrong item received

  • Damaged or defective on arrival

Items must be unused, unwashed, unworn, in their original condition, with tags attached, and returned in clear garment packaging with the SKU label.

Q: Which items are non-returnable?
A: We cannot accept returns for:

  • Intimates or swimwear

  • Final sale or clearance items

  • Items damaged due to misuse, improper washing, or normal wear and tear

Q: Do you offer exchanges?
A: We do not offer direct exchanges. If you need a different size or style, please request a return for a refund (if eligible) and place a new order for the item you want.

Q: How do I start a return? 
A:

  1. Email us at support@glatche.com within 30 days of receiving your item.

  2. Include your order number, photos of the item, and your reason for return.

  3. Our team will respond within 1–2 business days with return instructions and the return address.

Q: Who pays for return shipping?
A: If the item is defective or we sent the wrong product, we’ll cover the return shipping costs (please send us photos within 48 hours of delivery).
For all other reasons (such as size or fit issues, change of mind), the customer is responsible for return shipping costs.

Q: When will I receive my refund?
A: Once we receive and inspect your return, we’ll email you to confirm whether it’s approved. If approved, your refund will be issued to your original payment method or as store credit within 7 business days.

Q: What happens if my package is returned to sender? 
A: If a package is returned to us because it was unclaimed, refused, or had an incorrect address, a restocking and reshipment fee applies and must be paid before resending:

  • United States: $8 USD

  • United Kingdom: £6 GBP

  • Netherlands: €7 EUR

4. Products & Sizing

Q: How do I choose the right size?
A: Each product page includes a size chart with measurements. We recommend comparing the measurements to a similar item you already own. If you’re between sizes, we generally suggest sizing up for a more relaxed fit.

Q: Are the colors in the photos accurate?
A: We do our best to show accurate colors in all product photos. However, colors can vary slightly due to lighting, photography, and different screen settings. If you feel the item is significantly different from the photos, please reach out to us so we can help.

Q: How should I care for my knitwear and sweaters?
A: For best results, follow the care label on each garment. In general, we recommend:

  • Gentle cold wash or hand wash

  • Avoid bleach and harsh detergents

  • Lay flat to dry to maintain shape

  • Store folded rather than hanging to avoid stretching

5. Payments & Security

Q: What payment methods do you accept? 
A: We accept major payment methods including American Express, Apple Pay, Google Pay, Maestro, Mastercard, PayPal, Shop Pay, UnionPay, Visa

Q: Is it safe to shop on Glatche?
A: Yes. Our store uses secure payment processing and industry-standard encryption to keep your personal and payment information protected. We never store your full payment details on our own servers. 

6. Order Issues & Support

Q: I entered the wrong address. What should I do?
A: Please contact us immediately at support@glatche.com with your order number and the correct address. If your order hasn’t shipped yet, we’ll update your details. If it has already shipped, we may not be able to change it, and the package may be returned to us by the carrier (restocking/reshipment fees may apply). 

Q: My item arrived damaged or I received the wrong product. 
A: We’re so sorry about that. Please email support@glatche.com within 48 hours of delivery with:

  • Your order number

  • Clear photos of the item and the packaging

  • A short description of the issue

We’ll review your case and offer a replacement or refund according to our policy.

Q: How can I contact customer support? 
A: You can reach us here by email:

Contact Information:

Website name: Glatche

Address: Kottbusser Damm 85, 10967 Berlin, Germany

Phone Number: +49 176 64027765

Email: support@glatche.com

Business Hours: Monday - Friday 8:00 AM to 5:00 PM (CET)

Customer service responds within 24 hours on business days.