Help Center
Look through our Help Center as your question may be answered here.
Shipping & Tracking
We do our best to ship all orders within 1-2 business days of the order being placed. During sale and holiday periods, additional processing time may be required.
Once your order has shipped, standard delivery will typically take 3-8 business days, but during very busy periods we have seen deliveries take up to 11 business days. Express delivery will take 2-5 business days, and international deliveries can take up to 4 weeks.
If you have specific questions about your order, please email info@glasoom.com and our Customer Care team would be happy to help!
Sometimes it can take up to 72 hours for tracking updates to appear after an order has shipped. If 72 hours have passed after your order shipped and you still do not see any tracking updates, please email info@glasoom.com and our Customer Care team would be happy to look into it for you!
When an order is placed, we begin processing it immediately to ship it out as fast as possible! Once your order has been shipped, we are unable to edit your shipping address or redirect your order. Please double check your address at checkout prior to placing your order to ensure it will be delivered to the correct location.
You can contact our Customer Care team at info@glasoom.com for any questions!
We are unable to make adjustments to the shipping method or billing information after an order has been placed.
Please ensure you have selected your preferred shipping method at checkout before processing the payment.
In some cases, parcels can get marked as delivered on your tracking link but still take a couple of days to physically arrive.
Please reach out to us at info@glasoom.com if your order has been marked as delivered but you have not received it so our Customer Care team can look into it for you!
Orders can be returned to us by the carrier for several reasons including issues with the address provided, if you were not able to receive the order after a delivery attempt, or if the package was not claimed for several business days after being made available for customer pick-up. Unfortunately, we cannot reroute orders that have been marked as 'Returned to Sender'.
If your tracking states your order was ‘Returned to Sender’, please email info@glasoom.com so one of our Customer Care agents can help you further.
Please note that any shipping fees paid on orders are non-refundable if your package was ‘Returned to Sender’.
In Canada we ship with Canada Post, GoBolt, & UPS and in the US we ship with USPS, FedEx, UPS, & DHL Express.
If you have any questions about your order or your tracking information, please email us at info@glasoom.com so we can assist you further!
We currently ship from our warehouse in United Kingdom to the US and the following countries:
EU: Germany, Austria, Belgium, Croatia, Cyprus, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain
INTL: Australia, Hong Kong SAR, Israel, Japan, Mexico, New Zealand, Singapore, South Korea, Taiwan, US Outlying Island, and United Arab Emirates.
United Kingdom: United Kingdom
This list is subject to change and may be updated from time to time.
Please note, shipping and any additional import/custom fees are non-refundable.
We ship from our warehouse in United Kingdom to several international countries, please refer to "Which countries do you ship to?" for the full list!
Please note that there is a non-refundable flat shipping fee for all international orders that will be calculated for you at checkout. International orders are not eligible for any free shipping promotions or offers.
Additionally, any international custom/duty fees will also be automatically calculated for you at checkout based on your country and the order's value.
(You will have the option at checkout to select shipping fees on their own and pay any applicable international duties during the delivery, or you can choose to pay for shipping and custom fees at checkout so no further charges will be due upon delivery.)
Please email info@glasoom.com if you have any questions about international carriers or for more international shipping info!
Returns & Exchanges
All returns and exchanges must be processed through our returns portal through the link below using your order number and the email the order was placed with.
Returns UK
Returns USA
Please ensure you read through our returns policy before beginning your return or exchange request. If you have any difficulties, please email our Customer Care team at info@glasoom.com and we would be happy to help!
We can accept return and exchange requests of unworn, unwashed items within 30 days of purchase for our UK and US customers. Please review the conditions below:
1. Original shipping costs are non-refundable
2. Refunds will be issued to your original method of payment
3. Orders placed with store credit can only be refunded in store credit
4. You must use the label provided to you upon completing your return or exchange request and send it back with the associated carrier
5. A $10 label fee will be deducted from your refund amount for any returns (If you opt for an exchange instead of a return, a pre-paid label will be provided and no $10 fee will be deducted)
6. Exchanges can either be processed for the same item in another size or for another style or colour (Please note: if you decide to exchange for a different colour or item altogether, the system will prompt you to enter your payment method details if the new item is of a greater value than the original item. No additional fee will be required if you exchange the same item for another size)
7. All final sale items are not applicable for returns or exchanges as specified on the product pages, in your order summary before checkout, and in your order confirmation email after purchase
8. If your item is damaged, please email info@glasoom.com so one of our Customer Care members can assist you further
If you're in United Kingdom, please proceed through our United Kingdom Returns Portal.
If you're in the US, please proceed through our US Returns Portal.
We do not offer return shipping labels for any international orders outside of UK and the US at this time. However, we can assist you with a return for refund using your own label!
Please email us at info@glasoom.com and our Customer Care team would be happy to provide you with the required information for beginning your international return.
Please note that we do not offer exchanges for international orders, only returns for refund. All original shipping costs and any applicable duties or import fees are non-refundable.
We can currently only accept gift returns as exchanges or store credit for items purchased through our online store. If you'd like to return a gift in exchange for another size, you can proceed through our gift returns page at the link below with the following information by selecting "Returning a gift?":
1. Name and email address of the person who placed the order
2. Name of the product you're returning
3. Your address & contact information
4. The size you’re wanting to exchange for
Gift Return UK / Gift Return US
If you'd like to return the item for a store credit instead, please email info@glasoom.com with the above information and one of our Customer Care agents would be happy to help!
Please note, if you decide to return the item for a store credit, a $10 fee will be deducted from your credit amount for the return label as per our return policy.
Different forms of payments have different processing times, so please allow for up to 10 business days for your refund to be back on your original method of payment once its been issued. Please note, our returns team can take up to 3-5 business days to inspect and process your return in our warehouse once its been delivered.
If you haven't received your refund within 10 business days of your return being processed through our warehouse, please email info@glasoom.com and we'd be happy to look into it further for you.
For our US customers, a USPS return label will be provided after submitting your return or exchange request and for our United Kingdom customers, a Royal Mail or Hermes return label will be provided after submitting your return or exchange request.
If you’re a Canadian customer and don't live near a Fedex depot, please email us at support@tentree.com and we'd be happy to arrange a Canada Post label for you instead!
Yes! You can now either exchange the same item for a different size or exchange the item for another colour or style altogether through our returns portal by selecting “Exchange for other items or return for a refund” on the “How can we resolve it?” page after choosing the items you wish to exchange.
Then, click the green “Shop now” button and it will redirect you to our website for you to choose another item!
If you're in UK, please proceed through our UK Returns Portal.
If you're in the US, please proceed through our US Returns Portal.
Please refer to our return/exchange policy for more information before beginning your exchange and email info@glasoom.com if you have any questions!
Unfortunately, we are unable to offer exchanges for any sold out sizes because we can’t guarantee that every product will be restocked. We recommend making a return request for a refund and proceed in purchasing something else that would suit you better.
Please refer to our return/exchange policy for more information before beginning your return and email info@glasoom.com if you have any questions!
We can only accept returns and exchanges of products that were purchased through our online site. If you purchased Glasoom items from another store or site, you'll need to arrange a return with that retailer.
If you have any questions regarding this, please email info@glasoom.com and we'd be happy to help!
Product Damages & Defects
Please email info@glasoom.com the following information so our Customer Care team can help:
1. Photo of the tag for sizing
2. Photo of the front of the item for identification
3. Photo of the damage
4. Your order number
We don't have an in-house repair program at this time, but we can look into solutions for damages or defects of items within 6 months of purchase.
We typically have a supply of replacement parts like buttons, snaps, and cork tabs that we can send to you to help keep your tentree gear in action!
Please reach out to info@glasoom.com with your request and we'll be happy to help.
Order Information
Once an order has shipped, we are unfortunately unable to cancel it.
If your order hasn't shipped yet, cancellations are still hard to facilitate as we have hundreds of orders flowing through our warehouse every day and your invoice is sent directly to our warehouse as soon as it's been placed; so pulling a single order from the floor may not be possible.
With that being said, we still want to help in any way we can so please email info@glasoom.com if you have questions or need assistance!
Unfortunately, we’re not able to make adjustments to anything on the order such as the products, sizes, colours, or quantities once an order has been placed.
However, we may be able to cancel your order completely so you can place a new order with the correct items after, as long as it hasn't shipped yet.
Please feel free to contact us at info@glasoom.com and we'll be happy to help in any way we can!
If you don't see your order confirmation in your regular inbox, please check your junk and spam folders as sometimes these confirmation emails can be directed there instead.
If you're still unable to find your order confirmation after checking all of your folders, please email info@glasoom.com so one of our Customer Care agents can look into it further for you!
There can sometimes be an inventory discrepancy or other factors that cause orders to be sent out in separate shipments. We do our best to reach out to our customers to inform them of this as soon as we're aware.
If you've received a partial order and haven't been contacted by us yet, please email info@glasoom.com so one of our Customer Care agents can look into it further for you!
Please note that any missing items must be brought to our attention within 30 days of the order being delivered.
Product Knowledge & Sizing
Our products generally fit "true to size" meaning that if you typically wear a size medium in other brands, you would likely enjoy the fit of a size medium in tentree as well.
We highly recommend reviewing the sizing chart so you can measure yourself to figure out what size will fit best.
If you have questions or need specific measurements of a product, please email info@glasoom.com and we would be happy to help!
The size charts can be found by scrolling to the bottom of the product page or clicking the "view size chart" above the add to cart button.
Additional information about each item will be in the description, including the height and measurements of the model in the picture. Please note the size charts are based on the models and not the specific garments themselves.
You can also click here to view our size charts.
Our products generally fit "true to size" meaning that if you typically wear a size medium in other brands, you would likely enjoy the fit of a size medium in Glasoom as well.
We highly recommend reviewing the sizing chart so you can measure yourself to figure out what size will fit best.
If you have questions or need specific measurements of a product, please email info@glasoom.com and we would be happy to help!
Care instructions can be found on both the wash tag of the items and under the "Details" section of the product pages on our website.
If you're not able to find the care instructions, please email info@glasoom.com and we'll be happy to provide you with the correct information!
We don't have official warmth ratings for our outerwear yet and can only provide estimates for the time being.
We currently classify our outerwear by warm -> warmer -> warmest.
Warm - estimated down to 0°C = 32°F
Warmer - estimated down to -15°C = 5°F
Warmest - estimated down to -25°C = -13°F
You can also find all of the ratings on the "Details" section of the product pages!
We’re not always able to say with certainty if or when an item will be restocked, but you can sign up for a restock notification and we will send you an email if it does!
To do this, search the product you’re interested in and once you’re on the product page, select your desired colour and size and click on the link that reads “Notify me when available” (this is found below the green “add to cart” button).
Then simply choose to how you want to be contacted (email or SMS), enter your contact info, and click the green button that reads, “Notify me when available.”
We don't have a service to add logos onto our items; but if you'd like to proceed with a bulk order through our website and use a third party to add your logo, please email info@glasoom.com and we'd be happy to help!
To write a review for one of our products, you can visit that product's page on our website, scroll down to the Reviews and Questions section and click the "Write a Review" button. You can even add photos of your new glasoom gear in action!
Discount Codes, Gift Cards, & Price Matching
If your discount code isn't working, please double check that it hasn't expired and review the discount conditions below:
1. Discount codes can only be used once and will not be reactivated if an order is returned or exchanged
2. Discounts can not be combined with other promotions or discount codes
3. The remaining balance does not carry over if your orders subtotal is less than the discount value
4. Discount codes must be used at checkout and can not be applied retroactively
5. Discount codes are not valid during site-wide sales such as, but not limited to, Green Friday and Mystery Box launches
6. Additional taxes or shipping fees may apply
If you have any questions, please email info@glasoom.com and we'd be happy to assist!
Unfortunately, we are not able to retroactively apply discount codes once orders have been placed.
Please review "Why isn't my discount code working?" for discount code conditions and further details
Our E-gift codes can be purchased through our website here - UK gift codes / US & international gift codes
Please note, these codes are sent electronically via email and no physical code/card will be mailed to you.
If you're purchasing the gift code for someone else, you will have the option to enter their email as the recipient so it can be emailed to them directly.
Please ensure you’re purchasing the gift codes through our Uk site for uK and our US site for any US or international gift cards as they are not interchangeable between uK and the US/international countries.
You can proceed to checkout and enter the gift code into the box below your order summary labeled “Discount code or gift card”, it will then show you how much is available for use.
If you're still not able to view the balance or lost your code, please email info@glasoom.com so one of our Customer Care agents can look into it for you!
Sale prices are only available for orders placed within the sale period. We are unfortunately unable to retroactively apply a sale price to orders placed before or after the sale.
You can subscribe to our newsletter for future updates on when our sale periods will be!
Holiday Orders
To receive your orders in time for the holidays, we recommend placing them by December 13th for standard shipping in UK and the US; if you're selecting express shipping, we recommend ordering by December 16th. (We do not ship express to PO boxes)
For international orders anywhere outside of UK and the US, we suggest placing your order by December 3rd.
Please note that if you place your order after these dates, it may not arrive before December 25th. Shipping timelines are not guaranteed, but we do our best to ensure your holiday orders are sent out and delivered as fast as possible.
We offer an extended period for returns and exchanges of orders that are placed during the holiday season starting November 1st.
If you place your order between November 1st and December 15th, your purchase is automatically eligible for returns or exchanges until January 15th.
Please ensure you read through our returns/exchange policy before beginning your return or exchange request.
Unfortunately, we do not offer a gift wrapping/note service or issue gift receipts to save on materials/resources and carbon emissions.
However, if the giftee would like to return their items, they can proceed to our Gift Return page through the link below by selecting "Returning a gift?":
Gift Return UK / Gift Return US
Please note that we do not include receipts or invoices in your package either so if the order is being sent directly to your giftee, they will not receive a receipt for the order.
My Account
Please email us at info@glasoom.com for assistance with updating the email address or name on your account.
To reset your password, please visit the login page and click the "Forgot your Password?" link underneath the login box.
Please ensure you visit tentree.ca if you're in UK and glasoom.com if you're in the US or an international country.
If you can't reset your password, it's possible you don't have an account with us yet! Please create an account and then you'll be able to log in.
If you're still having troubles, please email info@glasoom.com and one of our Customer Care agents would be happy to help!
Unfortunately we are not able to merge two customer accounts.
Please reach out to us at info@glasoom.com and we can assist with transferring your reward point balance to a new account.
Please note that we are unable to transfer your previous tier level to a new account.
There should be an unsubscribe link at the bottom of all of our marketing emails. Simply scroll to the bottom of the email and click the "Unsubscribe" link.
If you'd like to be removed from our physical mailing list or need any help, please email us at info@glasoom.com with your information and we would be happy to assist!
Collaborate With Us
If you're interested in a collaboration with tentree, please send your request to info@glasoom.com
The team will be happy to pass the request along to our brand partnership team!
If you're a content creator looking to collaborate, please feel free to also send your Media Kit.
If you're interested in selling our products through your retail business, please fill out our Wholesale Application form here and our wholesale team will be happy to assist you!
Customer Support
Our tentree Customer Care team is here to help! We are available for assistance within the business hours of 9am - 5pm PST from Monday - Friday and our average response time is within 1-3 business days.
Please send us an email at info@glasoom.com and we'd love to help you!
Business hours
Monday - Friday 10:00AM to 5:00PM PST
Saturday and Sunday - Closed
Canadian Holidays - Closed
Office
London: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Phone
(372) 555-4665
Adress
