help centre

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

  • Delivery
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Contact

We are here to help you with any query you may have. Please contact us below or click here to contact your nearest Glassons store.
If you wish to contact us by phone, please call NZ: 0800 GLASSONS or AU: 1800 838 448
Our Customer Service Centre hours are Monday to Friday, 9am - 5pm (NZ), 7.00am - 3.00pm (AEST).

If you have a specific enquiry, please use the form below. To make it easy for our customer service team to help you, please choose the 'Subject' from the drop-down box that best suits your query.
enter the case-sensitive code

Shopping

Do I need to create an account to shop with you?

No, new customers are able to checkout as a guest when shopping with Glassons Online.

We do recommend setting up an account as it will allow you to order without having to fill in your details every time you shop with us. Plus it will give you benefits such as order tracking, regular newsletters, and (our favourite bit) exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details on hand.

How do I change details on my Glassons 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, delivery info and card details.
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.

What currencies can I use?

Currently you can pay for your Glassons online order in New Zealand Dollars or Australian Dollars. International orders, excluding Australia, will be charged in New Zealand dollars.

When will I be charged?

When you place your order on Glassons.com your bank will hold the funds to the value of your order, so that you don't accidentally spend it before we charge you. Once our Distribution Centre have processed your order they will pack it and charge your credit card. If for some reason they can not fulfil an item, you will not be charged for it. If there is a delay by your bank to release the hold, it may look like a double charge but be assured it usually clears itself within 5 working days. See below for more info.

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. They may require us to fax through details to confirm we no longer need the funds held which we are always happy to do.

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

How do I use a discount code?

Please type your discount code into the promo/discount code box on the first page of the cart (my bag). Then press the APPLY CODE button. Please check your discount code has been applied before pressing the next step button. If your code is not correctly applied at this stage , we can not apply the discount later or credit you and you will be charged the full price for your order.

Can you give me more information on your products?

We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best.

The product page for every item includes sizing, a detailed description, care instructions, a video and, most importantly, plenty of images.

If there is anything further you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.

Do you have a size guide?

We never want to send you something that doesn't fit properly.

Check out our size guide here for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.

How do I search for a product?

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 shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Easy!

Will an item be restocked?

Glassons.com like to keep ahead of the current fashion and generally don't tend to restock items again as we like to offer you new exciting products regularly and keep up with all the latest trends!

If you have seen an item in a Glassons retail store and can not find it online then chances are it has sold out. online All our retail stores are very happy to help you in your search for the item you are after, please click here for all our store contact information and contact a store near you!

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

As an online business we act much faster in adjusting our prices in response to fashion trends and stock levels so we cannot give a refund on the difference this time. If you miss out on a sale or promo, don't worry, there will be another one soon!

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

We're really quick at picking, packing, and processing your order to make sure you receive it ASAP. 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 for Australia and New Zealand, or 31 days for all other countries 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).

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

Buying a gift card

Buying a Gift Card is very simple. All you need to do is decide who you want to send a physical Gift Card to and how much you want to spend.

Click here to buy a gift voucher!

Please Note: Gift Cards can only be used to purchase in the currency that was loaded on to the card. Unfortunately New Zealand Gift Cards cannot be redeemed in Australia and vice versa.

Using a giftcard

When you receive a Glassons Gift Card and want to use it to shop online, you need to log in to your account and then go to our Gift Card Registration page and register your card online by typing in the number on the back of your card.

Once your card is registered you can shop online or instore, check your balance and manage multiple gift cards. When you come to buy goods using your Gift Card, if your order total is more than the value of your gift voucher, the remaining balance must be paid in the usual way (debit/credit card).

Any unused credit left on your gift card will be associated with your account to be used at a later date.

What do I do if my gift card is lost or damaged?

In this instance, please contact our Customer Service Team at webadmin@glassons.com as soon as possible with as many details of the purchase as possible - they will then try to re-issue the card to you.

What can I do if my recipient hasn't received their gift card?

In this instance, please contact our Customer Service Team at webadmin@glassons.com as soon as possible with as many details of the purchase as possible - they will then try to re-issue the card to you.

Delivery

How much is Shipping?

New Zealand:
Standard shipping - shipping is FREE on orders over $25! For orders under $25 shipping is $4.95
Want It Tonight - $10 for same day delivery between 6pm and 9pm (certain criteria must be met, please see below to check your eligibility)

Australia:
Standard shipping - shipping is FREE on orders over $25! For orders under $25 shipping is $4.95
Want It Now - $9.95 for delivery within the Sydney CBD area within 4-5 hours (certain criteria must be met, please see below to check your eligibility)

International:
$30

How long will my order take to arrive with standard shipping?

New Zealand:

We aim to deliver your order within 1-3 working days. For rural areas please allow an extra 2 working days.

Australia:
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): 5-8 working days,
QLD (excluding far North Queensland): 2-3 working days
SA (excluding remote areas): 3-6 working days
NT: 5-6 working days
WA (excluding remote areas): 6-10 working days.

International orders: Within 10 business days

Please note, these timeframes are once your order has been dispatched by us. We generally allow 24 hours for dispatch, during sales or promotional periods this may be slightly longer.

What is Want it Now?

If you live in an eligible suburb in central Sydney Want It Now is an express service available for certain items. Orders will generally be received within 4 hours but please allow up to 5 hours for delivery during peak periods.

Am I eligible for 4 Hour Delivery?
If you live or work in the following Sydney postcodes you're eligible for 4 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, 2130 to 2138, 2140 to 2145, 2150, 2160 to 2163, 2190 to 2197, 2199, 2200, 2203 to 2214, 2216 to 2230, 2232, 2234.
Simply type your postcode or suburb into the pop-up box on the product page and we'll tell you if you're eligible.

How much does it cost?
For delivery in any of our listed postcodes Want It Now is a flat rate of $9.95 on top of your order value.

When do I have to order it by?
Orders need to be placed between 8am - 4pm on business days (except NSW + National Public Holidays) to allow for processing and delivery.

Which items are available for 4 Hour Delivery?
Any product with the stopwatch in the corner of its image or on its product page may be available for 4 Hour Delivery. Simply type your postcode or suburb into the pop-up box on the product page once you have selected your size and colours and we'll tell you if you're eligible.

What if the driver cannot find me?
You will need to be available at your chosen delivery address for up to 5 hours after placing your order. When your order is placed, please ensure you enter a phone number that you can be contacted on during the delivery window. If you are not at your chosen address when Want It Now attempts delivery the driver will try to contact you before returning the parcel to us.

How do I know when my order will be delivered?

Once your order is received by Glassons.com you will receive a confirmation email, shortly afterwards when the order is dispatched you will receive a dispatch email. This email will contain a link to the Want It Now website that allows you to track to the minute when your order will arrive.

What is Want It Tonight?

If you live in an eligible suburb in Auckland, Wellington or Christchurch you can upgrade to evening delivery for $10 and receive your order on the same day between 6pm and 9pm. This service is not available on weekends or public holidays.

To be eligible for Want It Tonight you must place your order before the cut off time.
Auckland + Wellington - order before 12pm
Christchurch - order before 4pm

Orders placed after the cut off time will be delivered on the following weeknight between 6pm and 9pm

Check below to see if your suburb is eligible.

Want It Tonight Eligible Suburbs In Auckland


Airport

Albany Special

Albany

Alfriston

Ardmore

Auckland CBD

Avondale

Balmoral

Bayswater

Beachhaven

Belmont

Birkdale

Birkenhead

Blockhouse Bay

Botany Downs

Browns Bay

Bucklands Beach

Campbells Bay

Castor Bay

Central Park

Chatswood

Cheltenham

Clendon

Clover Park

Cockle Bay

Conifer Grove

Dannemora

Devonport

Dominion Rd

Drury

East Tamaki

Eastern Beach

Eden Terrace

Edmonton

Ellerslie

Epsom North

Epsom

Farm Cove

Favona

Flat Bush

Forrest Hill

French Bay



Glen Eden

Glen Innes

Glendene

Glendowie

Glenfield

Glenfield (Industri)

Glenfield (Resident)

Goodward Heights

Grafton

Green Bay

Greenhithe

Greenlane

Greenlane North

Greenlane South

Greenmount

Greenpark

Greenwoods Cnr

Grey Lynn

Half Moon Bay

Hauraki Corner

Henderson

Herald Island

Herne Bay

Highbrook

Highbury

Highland Park

Hill Park

Hillcrest

Hillsborough

Hobsonville

Homai

Howick

Hunters Cnr

Kelston

Kingsland

Kohimarama

Konini

Lincoln Heights

Lincoln North

Lincoln

Long Bay

Lynfield



Mairangi Bay (Ind)

Mairangi Bay (Res)

Mairangi Bay

Mangere Bridge

Mangere

Manukau City

Manurewa

Massey

Meadowbank

Middlemore

Milford

Morningside

Mt Albert

Mt Eden

Mt Eden Cityend

Mt Eden South

Mt Roskill

Mt Wellington

Murrays Bay

New Lynn

New Windsor

Newmarket

Northcote

Northcross

One Tree Hill

Onehunga

Orakei

Oranga

Oratia

Otahuhu

Otara

Owairaka

Pakuranga

Panmure

Papakura

Papatoetoe

Parnell

Penrose

Ponsonby

Pt Chevalier

Pt England

Puhinui



Ranui

Red Hill

Remuera

Rosebank

Rothesay Bay

Royal Heights

Royal Oak

Sandringham

St Heliers

St Johns

St Lukes

St Marys Bay

Sunnyhills

Sunnynook

Sunnyvale

Swanson

Takanini

Takapuna

Te Atatu

Te Papapa

Three Kings

Titirangi

Torbay

Totara Heights

Unsworth Heights

Waiake

Waiake

Waikowhai

Waima

Wairau Park

Waterview

Wattle Downs

West Harbour

West Harbour

Western Springs

Westmere

Weymouth

Whenuapai

Whenuapai Air Force

Wiri

Wood Bay

Woodlands Park

Want It Tonight Eligible Suburbs in Wellington


Airport

Akatarawa

Alicetown

Aotea

Argyle St

Aro Valley

Ascot Park

Avalon

Belmont

Berhampore

Birchville

Birdwood

Blue Mountains

Bnt Lower Hutt

Bnt Porirua

Boulcott

Breaker Bay

Broadmeadows

Brooklyn

Brown Owl

Camborne

Cannons Creek

Cashmere

Chartwell

Churton Park

Cornwall St

Crofton Downs

Days Bay

Eastbourne

Elsdon

Epuni

Evans Bay

Fairfield

Glenside

Gracefield

Greenacres

Grenada Nth

Grenada

Greta Point

Happy Valley

Harbour View

Hataitai

Haywards



Heretaunga

Hicks Close

Highbury

Homedale

Hongoeka Bay

Horokiwi

Houghton Bay

Hutt Rd

Island Bay

Johnsonville

Judgeford

Kaitoke

Kaiwharawhara

Karaka Bay

Karehana Bay

Karori

Kelburn

Kelson

Keneperu

Khandallah

Kilbirnie

Kingsley Hts

Kingston Hts

Kingston

Korokoro

Kowhai Pk

Linden

Lindevale

Lipman St

Lower Hutt

Lowry Bay

Lyall Bay

Mahina Bay

Maidstone Park

Makara Rd 1- 129

Mana

Mangaroa

Manor Park

Maoribank

Maungaraki

Maupuia

Maymorn

Melrose



Miramar

Mitcheltown

Moera

Moonshine Rd 0-1000

Mornington

Mt Cook

Mt Victoria

Muritai

Naenae

Newlands

Newtown

Ngaio

Ngauranga

Normandale

Northland

Oak St

Ohariu

Onepoto

Owhiro Bay

Papakowhai

Paparangi

Paremata

Pauatahanui

Perth St

Petone

Petone

Pinehaven

Plimmerton

Point Howard

Pomare

Porirua East

Porirua

Rangoon Heights

Ranui Heights

Raroa

Redwood

Rona Bay

Rongotai

Roseneath

Rothesay Bay

Roxburgh St

Rugby St

Seatoun



Seaview

Shelly Bay

Silverstream

Sorrento Bay

Southgate

Stokes Valley

Strathmore Pk

Strathmore

Sundale

Sussex St

Taita

Takapuwahia

Tawa

Te Marua

Te Puni

The Plateau

Timberlea

Tirohanga

Titahi Bay

Totara Park

Trentham

Upper Hutt Nth

Upper Hutt Rural

Upper Hutt

Vic University

Vogeltown

Wadestown

Wainuiomata

Waitangirua

Waiwhetu

Wallaceville

Waterloo

Waterloo L/H

Wellington CBD

Wesley Rd

Westhaven

Whitby

Wilton

Wingate

Woburn

Woodridge

York Bay

Want It Tonight Eligible Suburbs in Christchurch


Addington

Airport

Aranui

Avondale

Avonhead

Avonside

Barrington

Beckenham

Belfast

Bexley

Birmingham Dr

Bishopdale

Bromley

Brooklands

Broomfield

Bryndwr

Burnside

Burwood

Casebrook

Cashmere

Christchurch CBD

Clifton

Curletts Rd

Dallington

Edgeware

Fendalton North

Fendalton



Ferrymead

Halswell

Harewood

Heathcote

Hei Hei

Hillmorton

Hillsborough

Hoon Hay

Hornby

Hornby

Huntsbury

Hyde Park

Ilam

Islington

Jipcho Road

Kaiapoi

Lincoln Canterbury

Linwood City

Linwood

Lyttelton

Mairehau

Marshlands

Mcleans Island

Merivale

Middleton

Moncks Bay

Mt Pleasant



Murray Aynsley

New Brighton

North Brighton

North Linwood

North New Brighton

Northcote

Northwood

Oaklands

Opawa

Ouruhia

Papanui

Parklands

Phillipstown

Prebbleton

Queenspark

Redcliffs

Redwood

Riccarton

Richmond Hill

Richmond

Rolleston

Russley

Scarborough

Shirley

Smarts Rd

Sockburn



Somerfield

South New Brighton

South Shore

Spreydon

St Albans

St Andrews Hill

St Martins

Strowan

Styx

Sumner

Sydenham

Taylors Mistake

Templeton

Thorrington

University

Upper Riccarton

Waimari

Wainoni

Waltham

Waltham Rd 1-141

West Lake

Westmorland

Wigram

Windsor

Woolston

Yaldhurst

What kind of delivery service do you use?

New Zealand:
We use a signature required service with Courier Post. Our courier will not leave a package without the item being signed for. If no one is at the address when the driver attempts delivery, a card to call will be left with instructions from Courier Post on how to arrange collection or re-delivery.

Australia:
Any item that is sent from Glassons Australia has Authority to Leave and does not need to be signed for by a person. If for any reason it cannot be delivered, it will be taken to the local nearest post office for collection and a calling card is left to advise the receiver of this.

International:
All international orders are sent with DHL Express and have an Authority to Leave. This means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.

How can I track my order?

As soon as your order has been dispatched we will send you an email to confirm that it's on the way. This email will also have your tracking number, so it's really important that the email address is entered correctly when the order is placed.

Do you ship to PO Box addresses?

We are unable to ship to PO Boxes in New Zealand, as the delivery service requires a signature upon delivery. International orders also cannot be delivered to a PO Box sorry.

Australian customers are able to have their orders delivered to Parcel Lockers.

Can you ship to my country?

Yes! At the moment we ship internationally to: Austria, Canada, Cook Islands, China, Denmark, Fiji, Finland, France, French Polynesia, Germany, Hong Kong, India, Indonesia, Ireland, Japan, Mexico, Netherlands, New Caledonia, Niue, Norfolk Island, Peru, Poland, Samoa, Singapore, South Africa, Sweden, Tonga,
United Kingdom, Uruguay, USA.


If you don’t see your country on this list please don’t hesitate to email us at
help@glassons.com and we can see what we can do.


Delivery will be $30 and we ship all international orders via DHL. All orders will be printed with an Authority To Leave - this means the parcel may be left in a secure location without a signature if you're not there to receive the parcel.


Please note that customs or import duties may be charged when the order reaches its destination country. These must be paid by the recipient. We have no control over these charges and cannot predict what they may be.

Customs policies and charges will vary from country to country. We'd recommend contacting your local customs office for further information.



Can you mark my international order as a gift?

We are unable to label a parcel incorrectly to avoid customs & duties charges, sorry. This is because if the declaration form is found to be incorrect both parties may be liable for financial penalties or prosecution.

Returns

What is your online returns policy?

We understand that buying clothing online can be tricky as you've never felt the product or tried it on. That's why we have a lenient returns policy that allows you to get a full refund for any products that you're not happy with. From receipt of your order you have 14 days for Australia and New Zealand orders, or 31 days for all other countries, to return items with proof of purchase.

Returned items must be in new, unworn condition, with tags still attached. 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.


How do I return an item I purchased online?

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 for Australia and New Zealand orders, or 31 days for all other countries orders, 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.



For more information download our returns form

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 for Australia and New Zealand orders or 31 days for international orders, 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.

If you have returned your items via a tracked courier service, please track your item before contacting Customer Service to be sure that your item has been received by us.

I returned an item to be exchanged and you have charged me again

When you return an item to us for an exchange, first we will refund this item from your original invoice and then we will create a new invoice for the item you requested as an exchange and charge you for this separately.

You should see one refund and one new charge in your bank account. We do this so we are able to keep your original invoice in tact and you are able to track your new order as an individual purchase.

If you have any further queries regarding our returns process, Please click here to contact us

I returned an item from my online order and it was incorrectly refunded or replaced

We are really sorry if we made a mistake when processing your request!

If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted due to it being out of stock. In this instance we would automatically issue you with a refund so you have the choice to purchase something else from our site instead. If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Service Team so we can sort it out for you.

I have received a faulty item

At Glassons we aim to provide you with quality products and service at all times, however if you have purchased an item from Glassons.com and believe it to be faulty, please contact our Customer Service Team and notify us of the faulty garment within 14 days for Australian and New Zealand orders, or 31 days for all other countries on receipt of your order. Please click here to contact us

Is postage for returns free?

All returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Glassons.

We recommend you send your package on a tracked service so you are able to track the whereabouts of your return. Glassons is not liable for returns lost in transit that have not been tracked.

Any exchanges will be sent back to the purchaser for FREE.

I have received an incorrect item

We're so sorry if you have received an incorrect item in your order, let us know straight away by contacting our Customer Care team on webadmin@glassons.com. We aim to reply to you within 48hrs.

Will my refund include shipping charges?

No sorry, postage charges on returns are not refundable. You can return your order to a store for free!

Can I return swimwear, underwear, bodysuits and earrings?

Swimwear, Underwear, Bodysuits + Earrings purchased online can only be returned or exchanged via our distribution centre, not in our stores. You have 14 days for Australian and New Zealand orders, or 31 days for all other countries orders, 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 and bodysuits are 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.

You can download a return note here

Can I cancel or return a gift card?

If you are the Purchaser, you can cancel your unused gift card within 30 minutes of placing the order.

After that time, provided the gift card has not been redeemed or associated with an account, please contact our Customer Care Team for assistance.

How do I return an item purchased instore?

If for any reason you're not happy with any of the items in your instore order, you can return them by taking them into one of our stores with your receipt as proof of purchase (excludes swimwear, underwear and earrings for hygiene reasons.) Returns must occur in the country of purchase, and the item must still be in the original condition, with all garment tags attached. We may refuse the return of items where it's obvious that it's not the case.

From receipt of your order you have 14 days to return items. 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.

Technical

I am having problems accessing or buying from your website

If you are having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

If you have tried everything and are still having issues, you can contact our Customer Service Team who will try their best to help you. To help us solve the issue for you please include as many of the following details as possible: What URL you were trying to access (e.g. http://www.glassons.com/contact-us) what time the problem occurred.

Please cut and paste into the email any error message that appeared on the screen.

I am having trouble with my shopping bag

Any items that you have added to your bag, but have not purchased, will remain in your bag unless the item sells out, or you change between country specific versions of our website. Please make sure you are logged into your account when saving to your bag or items will not be saved.

If items are disappearing from your shopping bag immediately, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping' links on the shopping bag page.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

I have not received an order confirmation email from you

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. To stop this from happening, please add 'webadmin@glassons.com' to your email address book, then emails from us should come through just fine.

If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.

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

I've sent an email to customer service and not had a reply

If you send an email to any of our departments with a query we will endeavor to reply to you within 24hrs if you have contacted between 8:30am - 5:00pm Monday to Friday. If you contact us after hours or on the weekend we will endeavor to reply to you within 48hrs.

Is it safe to use my credit card to shop online?

When you enter your personal information on our website we use Secure Sockets Layer (SSL) technology to protect your information as it is transmitted to us.

Where an online retailer uses SSL technology, at the checkout the online retailer serves and your PC encrypts everything that you enter into your computer, such as credit card details, billing and delivery address. When it is encrypted, generally other computers are unable to make sense of it, therefore keeping the information private while it is being transmitted.

My payment has been declined

Don't worry! This can happen for a number of reasons.

First, check your bank account to make sure you have sufficient funds in your account. If you have sufficient funds but are still having an issue try checking the details in your glassons.com account to ensure that the card details such as the start date and card type are correct and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

If you feel you aren't getting anywhere then contact our Customer Service Team on webadmin@glassons.com who will try to advise you further.

I can't log into my account

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgot Your Password?' box on the sign-in page, and we'll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

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