SHIPPING POLICY

Effective: May 2026 | Applies to all online purchases at dglow.si.

1. Order processing

We process and prepare all orders for shipping within 1 business day of receiving payment. Orders placed before 2:00 PM on business days are usually shipped the same day. Orders placed after 2:00 PM or on weekends and holidays are processed on the next business day.

Once your parcel has been handed over to the carrier, you will receive an email with a tracking number.

2. Delivery within Slovenia

The total time from placing your order to receiving the parcel is usually 2 to 3 business days.

Carrier for Slovenia: Pošta Slovenije.

3. Delivery within the European Union

We ship to all European Union countries. The shipping price is flat and amounts to €12.00 regardless of the destination EU country.

The estimated delivery time is 3 to 10 business days after dispatch, depending on the distance to the destination country.

Carrier for the EU: Pošta Slovenije.

We currently do not ship outside the European Union (for example to the United Kingdom, Switzerland or Norway). We will add these destinations later.

4. Tracking your parcel

Once your parcel has been handed over to the carrier, you will receive an email with a tracking link and a tracking number. You can follow the current status of your parcel through the link.

If you do not see a status update within 24 hours of receiving the shipping notification, please contact us at info@dglow.si.

5. Failed delivery and returned parcels

If the courier is unable to deliver the parcel (the customer is unreachable, or the address is incorrect or wrong) and the parcel is returned to us, we will notify you. There are two options:

• Redelivery, with the customer covering the cost of redelivery (€3.90 for Slovenia or €12.00 for the EU).

• A refund, reduced by the original shipping cost (if incurred) and the cost of the returned parcel.

Please double-check that your address and phone number are correct when placing your order.

6. Parcels damaged on receipt

When you receive your parcel, please check the condition of the packaging in the presence of the delivery person. If the packaging is visibly damaged:

• file a damage report with the carrier (Pošta Slovenije) or refuse the parcel;

• notify us within 8 days of receipt at info@dglow.si and attach photos (parcel, contents, label).

We will arrange a replacement or refund at no additional cost to you. We work with the carrier to resolve such cases.

7. Lost shipments

If a parcel does not arrive within twice the estimated delivery time (for example 6 business days for Slovenia or 20 business days for the EU), we treat it as potentially lost. In that case we:

• open an inquiry with the carrier (the process usually takes 5 to 10 business days);

• during the inquiry, we ask you to wait for the outcome;

• if the carrier confirms the loss, we send you a replacement parcel free of charge or refund the full amount, whichever you prefer.

8. Notes specific to cosmetics

All cosmetic products are packed in protective packaging that shields them from temperature fluctuations and damage. In extreme weather conditions (heat above 30 °C or cold below -10 °C), we may hold the shipment for one business day to prevent possible damage to the product. We will notify you by email if a shipment is held.

9. Returns

The product return procedure is described in a separate Refund Policy. In short: you have a 14-day right to withdraw from the contract, the customer covers the return shipping cost, and the return address is stated in the Refund Policy.

10. Contact for delivery questions

Lun Maligator d.o.o. Pot na Dobrotin 3a 3212 Vojnik Email: info@dglow.si

We respond within 1 to 2 business days. For urgent matters (for example a lost or damaged parcel), please include your order number and, if possible, photos.