Help Center

Glassons is here to help! Just ask us a question below or contact us direct and we'll have you sorted in no time!

Frequently Asked Questions

How do I return an online order?

If for any reason you're not happy with your order, you can return it by sending it back to our Distribution Centre, or by taking it into one of our stores (excluding swimwear, underwear and earrings which must be returned to our distribution centre). You can find all our store details at www.glassons.com/stores.

From receipt of your order you have 14 days to return items with proof of purchase provided you have complied with our returns policy (see glassons.com/returnspolicy). We can either give you a full refund on the item(s), or exchange them for another style, size or colour that you may prefer.

RETURNING/EXCHANGING INSTORE: Please take your order confirmation, dispatch notice or invoice along with the items you wish to exchange or refund. Our store staff will be happy to help you.

RETURNING/EXCHANGING VIA OUR DISTRIBUTION CENTRE: When you return an item by post you must state how you would like us to process your return, whether you want an exchange or a refund. Exchange items must be of equal or lesser value. If the item you exchange for is of lesser value than the original item, we will refund the difference to the card used to make the original purchase.

RETURNING SWIMWEAR,UNDERWEAR + EARRINGS: Swimwear, Underwear + Earrings purchased online can only be returned or exchanged via our distribution centre not in our stores. You have 14 days from receipt of your order to exchange/refund garments provided they have not been worn or washed, and have all of the garment tags and hygiene stickers intact. Please make sure that swimwear is only tried on over your underwear. In the interests of hygiene, we may refuse returns of items where it's obvious that this hasn't been done.


Please note: all returns remain the responsibility of the purchaser until received by Glassons. We recommend you courier your package so you are able to track this.

Please note: In-store purchases are unable to be returned to our Distribution Centre for a refund/exchange

Can I get an urgent delivery?

If you live or work in the following Sydney postcodes you are eligible for 3 Hour Delivery provided by Want It Now:
2000, 2007 to 2008, 2010 to 2012, 2015 to 2029, 2050, 2060 to 2075, 2085 to 2090, 2092, 2093, 2095 to 2097, 2099, 2100, 2109 to 2116, 2121, 2122, 2127 & 2128, 2130 to 2138, 2140 to 2145, 2150, 2160 to 2163, 2190 to 2197, 2199, 2200, 2203 to 2214, 2216 to 2230, 2232, 2234, 2760, 2766, 2110, 2111, 2190, 2221, 2223, 2224, 2229, 2210
Simply type your postcode or suburb into the pop-up box on the product page and we will tell you if you are eligible.

At this stage we are only offering it to selected inner Sydney postcodes. We are looking to extend our offering in the near future to further Sydney postcodes and other AU and NZ main cities.

For all deliveries not eligible or not using 3 Hour Delivery, we use a range of delivery providers across New Zealand and Australia depending on who we think will get your order to you the fastest.

For all New Zealand orders: We aim to deliver your order within 1-3 working days

For Australia orders we aim to deliver your order within a specific timing for different regions in Australia.

NSW: 1-3 working days, VIC: 2-4 working days, TAS (excluding rural areas): 4-5 working days,
QLD (excluding far North Queensland): 2-4 working days, SA (excluding remote areas): 3-6 working days,
NT: 5-6 working days, WA (excluding remote areas): 6-10 working days.

Can I return an online order to a Glassons retail store?

Yes you can return items from an online order at one of our stores (excluding swimwear, underwear and earrings which must be returned to our distribution centre). You can find all our store details here

Can I return swimwear?

We offer exchanges and refunds on swimwear purchased online only (not in stores).

All swimwear purchased online can only be returned or exchanged via our distribution centre not in our stores.

You have 14 days from receipt of your order to exchange/refund garments provided they have not been worn or washed, and have all of the garment tags and hygiene stickers intact. Please make sure that swimwear is only tried on over your underwear.

In the interests of hygiene, we may refuse returns of items where it's obvious that this hasn't been done.

Can I track my glassons.com order?

Your tracking number and a link to the courier service delivering your order can be found in your order confirmation email. Your order confirmation will be emailed to the email address provided by you when you placed the order.

If your package has not arrived and you have allowed the correct time for delivery and you have not received a calling card from your postal service, please get in contact with our Customer Service Team

Do I have to pay for an exchange?

If you wish to exchange anything from your order, you can do so at your nearest Glassons Store or via post to our Distribution Centre.

If you choose to use postage it will be your responsibility to pay for the return.

We recommend you send your item back to us on a tracked service. Once we receive your item, we will send out your exchange for FREE so you only have to pay for postage one way!

You can download a returns note here
You can find all our store details here

Has my order been shipped out yet?

As soon as your order is dispatched from our Distribution Centre, you will be sent an email to confirm that it's on its way.

You can track your order via the tracking number in the dispatch email sent to your email address, or by logging into your account here.

Have you received my returned goods?

We try and refund you for returned items as quickly as possible, so we ask that you keep an eye on your account for when the refund comes through.

In the unlikely event that you don't receive this within 14 working days of posting your parcel to us, please get in touch with our Customer Service Team and we will endeavor to get back to you within 48hrs.

How do I return an item I purchased in a Glassons retail store?

If you have purchased an item in a Glassons retail store and you wish to return/exchange it for any reason, you must return to a Glassons retail store within 14 days of the purchase date, our retail staff will be very happy to assist you.

In-store purchases are unable to be returned to our Distribution Centre for a refund/exchange.

If you purchased your item from a Glassons retail store but are unable to get to a store to return/exchange your item, please phone the store you purchased your item from, the store staff will be very happy to help you resolve this issue.

Click here for all our store information

How do I search for a product online?

If you know exactly what you want, just type in the product code or a key word into our search facility [top right of the Website] and we will find you everything related to your specific search.

The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each sub section.

Once you have found what you want, click 'add to bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Easy.

How do I sign up for the Glassons newsletter?

The easiest way to sign up for our newsletter is to set up an account.

You don't have to buy anything yet, but when you do want to start shopping, this'll also give you a head start.

Alternatively, you can click here to go back to the Homepage of our website and sign up to the newsletter straight away without setting up an account.

I have a complaint or compliment regarding customer service in a store

At Glassons we aim to provide you with quality product and service at all times. If you feel you have received unsatisfactory service at any Glassons store we take this very seriously and want to hear from you. Please email us at webadmin@glassons.com and we will get back to you as soon as we can.

I have a problem with an item I purchased in a Glassons retail store

At Glassons we aim to provide you with quality products and service at all times, however if you have purchased an item from a Glassons retail store and believe it to be faulty, please take the item into a Glassons retail store along with your original receipt. The store staff will help to resolve your issue as best as possible.

I have not received an order confirmation email

If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there.

If this is not the case, then we may have the incorrect email address registered for you. Please check your account details to ensure your email address is correct.

If you are still unable to work out why you are not receiving a confirmation email then please email webadmin@glassons.com and our Customer Service Team will look into this for you.

I have seen a product online but it is no longer there

Some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does.

As we try to keep our products fresh, we add many new items every week so you might just find something similar to the one you were looking for.

If you haven't given up hope on this item please contact our Customer Service Team or phone your nearest store and ask the Glassons store staff to check if they have the style you are after.

Click here for all our store information

I just purchased something but it is now on special, can I get a refund on the difference?

Just like our retail stores, the price is what it was at the moment you bought it. Glassons.com frequently runs promotions and sales so if you missed out of one, keep an eye out for the next one!

I saw a promotion / discounted item on your website and now it is back to regular price

At Glassons we pride ourselves on bringing you quality, up to the minute fashion at great prices. We even do better than this when we run a promotional offer or discount online or in our stores!

We run different promotions weekly, sometimes daily so you need to get in quick so you don't miss out.

Once a promotion has finished we are unable to reactivate this offer online or in-store, however another great promotion is just around the corner so visit us again soon!

I saw an item in a magazine and would like to purchase it online

If you have seen a Glassons item in a magazine and have been unable to find it on our website, please phone your nearest store or contact our Customer Service Team.

You can find all our store details here
You can contact our Custoemr Service Team here

I saw an item in a Glassons store and can't find it on your website

If you have seen something in a retail store and can not find it online, it has most likely sold out. Stock can sell out very quickly in our online store so you need to get in quick.

Please contact your nearest Glassons store and ask the Glassons staff to check if they have the style you are after.

Click here for all our store information

I think I have been charged twice

If you have just purchased something from Glassons.com and checked your bank account immediately after and it appears that you have been charged twice, there is no need to worry, there could be a very simple explanation for this.

When you place an order with Glassons.com your bank places a hold on the funds at the time you checkout to make sure these are available when we come to charge your card which is only done after we've picked and packed your order and are just about to dispatch it.

The holding of funds is known as a preauthorisation and if you are viewing your statement online this looks like it is a charge for the value of your order which is why it looks like you've been charged twice.

The preauthorisation is standard practice when funds are transferred electronically. The preauthorisation should automatically drop off within 5 working days of when you originally placed your order, however you can contact your bank and ask them to remove this sooner if you wish äóñ they may require us to fax through details to confirm we no longer need the funds held.





If you need further assistance from us please contact our Customer Service Team on webadmin@glassons.com."""

I want to cancel an item from my order/my whole order

It's worth noting that we're really quick at picking, packing and processing your order - it gets done really quickly after you click on the 'place order' button.

This means you are unable to cancel or amend an order once you have placed it.

All online orders can be returned within 14 days of receipt by sending them back to our Distribution Centre using a Returns Note, or by taking them into one of our stores (excluding swimwear, underwear and earrings which must be returned to our distribution centre). For more information download our returns form

You can find all our store details here
You can download a returns note here

I want to change my email address in my glassons.com account

Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address, and delivery info.

If you haven't visited us in a while, it's worth checking My Account to make sure all your details are up to date.

I would like to model for Glassons

If you would like the opportunity to model for Glassons the best way to go about this is to speak with a modeling agency. We use modeling agencies to book our models and these agencies look after your representation and putting you forward for modeling jobs within the fashion industry.

Google modeling agencies in New Zealand or Australia and contact those that are near to you to make an appointment to speak with someone.

I would like to pay in Australian dollars

Currently you can pay for your Glassons online order in New Zealand Dollars or Australian Dollars depending on which country you are in.

I would like to work for Glassons

Glassons is always looking for retail superstars who want to take on the challenge of working for one of New Zealand and Australia's largest fashion retailers.

The best way to go about this is to see what jobs we have available online and apply through our careers website http://www.glassons.com/careers. Good luck!


I've lost my password, what can I do?

On the log-in page type in your registered username and click 'I've forgotten my password'. This will send your password to your registered email address.

Information on our delivery service

We use a range of delivery providers across New Zealand and Australia depending on who we think will get your order to you the fastest.

All orders of $24.99 or more will receive FREE shipping. All orders under $24.99 will incur a $4.95 delivery charge.

Something is wrong with my order

If you receive the wrong item or something is missing from your order then send us an email to webadmin@glassons.com and we will endeavor to sort it out for you within 24hrs with the right item or a replacement item being sent out within a day.

Will you re-stock a style online?

Glassons like to keep ahead of the current fashion and generally don't tend to restock items online once they are sold out as we like to offer you new exciting products regularly and keep up with all the latest trends!

If you need something in a hurry, we've probably got similar items in stock, so you could always try our search engine, then using the 'Refine' facility on the left hand side.

If you haven't given up hope on a specific item please phone your nearest store and ask the Glassons store staff to check if they have the style you are after. Click here for all our store information.

You do not have a Glassons store in my area, will you be opening one soon?

If you do not have a Glassons store in your local area please remember that our online shop is open for everyone in Australia and New Zealand, 7 days a week, 24hrs a day and shipping is FREE on orders of $24.99 or more!

Glassons is an ever expanding fashion company and we are always looking for new sites to open stores in and expand the Glassons brand so if you do not have a retail store in your area, keep an eye out, we could be there soon!

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