Order help
What to include when you need an update.
Go thereGlowGlitch Support
Support that helps shoppers solve the right problem first.
Use this page as the main support entrypoint for order questions, returns and resizing, care guidance, and custom-order escalation. It is built to route people quickly toward self-service when the answer is straightforward and toward concierge when context matters.
Order help
Bring the order number and the exact question
The fastest order-support requests include the order number, the name on the order, and the specific question: shipping timing, address updates, or whether a custom brief needs clarification.
- Best for shipping, address, and delivery-window questions
- Useful before sending multiple follow-ups through different channels
- Escalates cleanly when the answer depends on production status
Returns and resizing
Start with policy, then request support with context
Returns, exchanges, and resize questions are easiest to resolve when the policy page and the item details are reviewed together. This avoids promising an outcome that depends on the product, timing, or wear state.
- Read the shipping and returns policy before requesting an exception
- Include photos and measurements for sizing-related questions
- Use concierge when the item is custom, altered, or time-sensitive
Custom orders
Use support to decide whether the request belongs in custom
Some shoppers need a support answer before they need a design tool. This section routes custom-order questions toward the right starting point: self-serve customization, a consult, or a standard collection purchase.
- Best for feasibility, timing, and gifting questions
- Useful when a saved look needs review before the next step
- Pairs directly with the custom hub and customizer
When to escalate to concierge
Escalate when the answer depends on judgment, production context, or policy interpretation. That includes gift deadlines, unusual sizing, custom feasibility, or anything where a generic FAQ would be misleading.
Support FAQs
Should I use this page or the care page first?
Use this hub first if you are deciding what kind of help you need. Use the care and sizing page directly when you already know you need fit references or upkeep guidance.
Where do custom questions belong?
Begin here if the question is about feasibility, timing, or the right path. Move to the custom hub when you are ready to compare the custom options in more detail.
Does support replace concierge?
No. Support organizes the self-service paths and escalation routes. Concierge is the human layer for questions that should not be answered generically.