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!
- Frequently Asked Questions
- Delivery
- Contact
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- Technical
- Returns
- Covid-19
Delivery
How much is Shipping?
New Zealand:
Standard shipping - shipping is currently FREE on orders over $50! For orders under $50 shipping is $6.95.
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 currently FREE on orders over $50! For orders under $50 shipping is $6.95.
Express post - shipping is FREE on orders over $150! For orders under $150 shipping is $9.99.
Saturday: $9.99.
Order before 10.30am AEST on Saturday & get it between 1-6pm with Saturday Delivery with Australia post
*We do not recommend delivering to business addresses for this delivery service**
USA:
Express DHL shipping: NZD$20 (approx. USD$13)
Other international:
Express DHL shipping: $30
Standard shipping - shipping is currently FREE on orders over $50! For orders under $50 shipping is $6.95.
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 currently FREE on orders over $50! For orders under $50 shipping is $6.95.
Express post - shipping is FREE on orders over $150! For orders under $150 shipping is $9.99.
Saturday: $9.99.
Order before 10.30am AEST on Saturday & get it between 1-6pm with Saturday Delivery with Australia post
*We do not recommend delivering to business addresses for this delivery service**
USA:
Express DHL shipping: NZD$20 (approx. USD$13)
Other international:
Express DHL shipping: $30
How long will my order take to arrive with standard shipping?
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): 3-5 working days
QLD (excluding far North Queensland): 2-3 working days
SA (excluding remote areas): 2-4 working days
NT: 3-6 working days
WA (excluding remote areas): 4-5 working days.
New Zealand, USA and other international orders
For all New Zealand orders we aim to deliver within 1-3 working days. Please allow 2-4 working days for any international orders.
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.
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): 3-5 working days
QLD (excluding far North Queensland): 2-3 working days
SA (excluding remote areas): 2-4 working days
NT: 3-6 working days
WA (excluding remote areas): 4-5 working days.
New Zealand, USA and other international orders
For all New Zealand orders we aim to deliver within 1-3 working days. Please allow 2-4 working days for any international orders.
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 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.
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.
What is Express Post?
Australia Express Post offers an estimated 1-2 day delivery for $9.99
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
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
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
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:
If you do not wish your parcel to be left unattended you can select our signature required option at checkout for an additional $1.99.
Australia:
Any item that is sent from Glassons Australia is done so with Australia Post, and requires a signature on delivery in the first attempt. If no one is home, then parcel will be left with an Authority to Leave if the courier feels it is safe to do so. If a parcel is left without signature, the delivery agent will take a photo of the location where the parcel has been left.
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.
If you do not wish your parcel to be left unattended you can select our signature required option at checkout for an additional $1.99.
Australia:
Any item that is sent from Glassons Australia is done so with Australia Post, and requires a signature on delivery in the first attempt. If no one is home, then parcel will be left with an Authority to Leave if the courier feels it is safe to do so. If a parcel is left without signature, the delivery agent will take a photo of the location where the parcel has been left.
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, and Australian orders cannot be delivered to Parcel Lockers.
International orders also cannot be delivered to a PO Box, and Australian orders cannot be 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, Norfolk Island, Peru, Poland, Samoa, Singapore, South Africa, Sweden, Tonga, Turkey, United Kingdom, 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 NZD$20 to the USA and NZD $30 to other countries. 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.
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 NZD$20 to the USA and NZD $30 to other countries. 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.
If I have my order delivered to store how will it take to arrive?
These orders are sent to a store from our distribution centre. Therefore our standard shipping times apply:
New Zealand:
We aim to deliver your order within 1-3 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
QLD: 2-3 working 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.
New Zealand:
We aim to deliver your order within 1-3 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
QLD: 2-3 working 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.
How long will my Click & Collect order take to arrive?
Click & Collect orders are sent to a store from our distribution centre. Therefore our standard shipping times apply:
New Zealand:
We aim to deliver your order within 1-3 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
QLD: 2-3 working 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.
New Zealand:
We aim to deliver your order within 1-3 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
QLD: 2-3 working 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.
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 - Friday 9am-8pm (NZT), 7am - 6pm (AEST)
Saturday - Sunday 9am-4:30pm (NZT), 7am - 2.30pm (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.
Saturday - Sunday 9am-4:30pm (NZT), 7am - 2.30pm (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.
Shopping
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.
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.
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.
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.
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
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.
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.
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!
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!
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?
At Glassons, we act quickly in adjusting our prices in response to fashion trends and stock levels. This is the nature of fast fashion, so we are unable to give a refund on the difference if an item you purchased is now on sale.
Rest assured we always have another great promotion right around the corner, so keep an eye out online!
Rest assured we always have another great promotion right around the corner, so keep an eye out online!
I want to cancel/amend my 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 30 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
All online orders can be returned within 30 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.
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.
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.
Why is my order suspended?
Our system automatically suspends orders as a security precaution to protect not only ourselves, but our customers from fraudulent activity.
In the event that your order is suspended, we may request you to send through ID verification before we can approve it. To protect your privacy, you’re more than welcome to cover sensitive details such as your date of birth, ID number, and expiry date on your ID.
If you have any concerns regarding this, please email our Customer Service Team and we're happy to help.
In the event that your order is suspended, we may request you to send through ID verification before we can approve it. To protect your privacy, you’re more than welcome to cover sensitive details such as your date of birth, ID number, and expiry date on your ID.
If you have any concerns regarding this, please email our Customer Service Team and we're happy to help.
Where does Glassons vintage product come from?
Glassons Vintage product is hand-picked by our buying team, sourced from around the world, just for you.
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.
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.
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.
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.
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.
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.
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.
Returns
What is your instore order returns policy?
At Glassons we aim to provide you with quality products and service at all times, however if you have purchased an item from Glassons and believe it to be faulty, the below conditions do not apply. Faulty items should be returned and can either be replaced or refunded.
If for any reason you're not happy with any of the items in your in store purchase, you can return them by taking them into one of our stores within 30 days of purchase with your in store receipt as proof of purchase.
Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
If for any reason you're not happy with any of the items in your in store purchase, you can return them by taking them into one of our stores within 30 days of purchase with your in store receipt as proof of purchase.
Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
What is your online returns policy?
At Glassons we aim to provide you with quality products and service at all times, however if you have purchased an item from Glassons and believe it to be faulty, the below conditions do not apply. Faulty items should be returned and can either be replaced or refunded.
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 or exchange for any products that you're not happy with. Purchases from Australia & New Zealand have 30 days to return items with proof of purchase. Purchases from all other countries have 31 days to return items with proof of purchase.
Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
If you are exchanging Laybuy, Afterpay or Paypal items via our distribution centre, we will process a refund on the items returned, and you will need to re-purchase via our website. We are more than happy to honour free shipping and any special prices paid - just contact at Customer Services Team at help@glassons.com.
For quick and easy returns with Australia Post click here
For affordable and easy returns with Parcel Point click here
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 or exchange for any products that you're not happy with. Purchases from Australia & New Zealand have 30 days to return items with proof of purchase. Purchases from all other countries have 31 days to return items with proof of purchase.
Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
If you are exchanging Laybuy, Afterpay or Paypal items via our distribution centre, we will process a refund on the items returned, and you will need to re-purchase via our website. We are more than happy to honour free shipping and any special prices paid - just contact at Customer Services Team at help@glassons.com.
For quick and easy returns with Australia Post click here
For affordable and easy returns with Parcel Point click 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 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.
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.
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.
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 and believe it to be faulty please get in touch with us at help@glassons.com. Faulty items should be returned and can either be replaced or refunded.
Is postage for returns free?
Returns are at the cost of the purchaser and remain the responsibility of the purchaser until received by Glassons. If the item is deemed faulty, postage will be refunded.
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.
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 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.
After that time, provided the gift card has not been redeemed or associated with an account, please contact our Customer Care Team for assistance.
Can I return Vintage product?
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 or exchange for any products that you're not happy with. All Vintage purchases have 30 days to return items with proof of purchase. These must be returned to our distribution centre via our current returns process and cannot currently be returned to store.
How do I return an item purchased instore?
If for any reason you're not happy with any of the items in your in store purchase, you can return them by taking them into one of our stores with your receipt as proof of purchase. Returns must occur in the country of purchase.
Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
Refunds/credit notes/exchanges will only be given on faulty 'sale' items.
From receipt of your order you have 30 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.
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 visit your local Glassons store or contact our Customer Service Team as soon as possible. Please click here to contact us.
Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
Refunds/credit notes/exchanges will only be given on faulty 'sale' items.
From receipt of your order you have 30 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.
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 visit your local Glassons store or contact our Customer Service Team as soon as possible. Please click here to contact us.
Paypal Returns/Exchanges
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 30 days to return items with proof of purchase. Returned items must be in new, unworn condition, with tags still attached.
Because Paypal payments go through a different system to credit card payments, our returns process is also a little different.
If you are after a refund, you can do so instore, or via post to our Distribution Centre.
If you'd like to exchange your items however, you must do so instore. If you can send your items back to our Distribution Centre for an exchange we will refund you, and you can then re-purchase the correct items online.
Because Paypal payments go through a different system to credit card payments, our returns process is also a little different.
If you are after a refund, you can do so instore, or via post to our Distribution Centre.
If you'd like to exchange your items however, you must do so instore. If you can send your items back to our Distribution Centre for an exchange we will refund you, and you can then re-purchase the correct items online.
How do I return an online order paid with Laybuy or Afterpay?
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.
You can return your Laybuy or Afterpay orders by sending the product back to our distribution centre for a refund, so long as the item is in new, unworn condition, with tags still attached. Laybuy or Afterpay orders can alternatively be returned in store (excluding swimwear, bodysuits and clearance), so long as the item is in new, unworn condition, with tags still attached.
For Laybuy or Afterpay exchanges, we will process a refund, and you will need to re-purchase via our website. We are more than happy to honour free shipping and any special prices paid the first time round - just contact the Customer Service Team if that is the case, at help@glassons.com.
For more information download our returns form
You can return your Laybuy or Afterpay orders by sending the product back to our distribution centre for a refund, so long as the item is in new, unworn condition, with tags still attached. Laybuy or Afterpay orders can alternatively be returned in store (excluding swimwear, bodysuits and clearance), so long as the item is in new, unworn condition, with tags still attached.
For Laybuy or Afterpay exchanges, we will process a refund, and you will need to re-purchase via our website. We are more than happy to honour free shipping and any special prices paid the first time round - just contact the Customer Service Team if that is the case, at help@glassons.com.
For more information download our returns form
I received a different Vintage item to what was pictured
Glassons Vintage pieces are one of a kind, pre loved, recycled, and hand-picked just for you. You will receive a completely unique piece that may vary from the item pictured. However, if you believe you have received an incorrect vintage 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.
I have received a faulty Vintage item
At Glassons we aim to provide you with quality products and service at all times, while keeping in mind that Vintage pieces are pre-loved, recycled and may have small imperfections/will show signs of use. However, if you believe it to be faulty please get in touch with us at help@glassons.com.
Covid-19
Is my store open? Are there any changes to store hours?
In New Zealand all stores are now open.
In Australia our Bondi, Burwood, Castle Towers, Charlestown, Chatswood, Eastgardens, Erina, Homebush, Liverpool, Macquarie, Parramatta, Warringah, Chapel St, Eastlands, Fountain Gate, Frankston, Highpoint, Melbourne Central, Northland, South Wharf, Spencer Street, Werribee, Carindale, Chermside, Garden City, Harbour Town, Indooroopilly, Pacific Fair and Robina stores are open.
Click here for store hours.
In Australia our Bondi, Burwood, Castle Towers, Charlestown, Chatswood, Eastgardens, Erina, Homebush, Liverpool, Macquarie, Parramatta, Warringah, Chapel St, Eastlands, Fountain Gate, Frankston, Highpoint, Melbourne Central, Northland, South Wharf, Spencer Street, Werribee, Carindale, Chermside, Garden City, Harbour Town, Indooroopilly, Pacific Fair and Robina stores are open.
Click here for store hours.
Can I contact customer service?
Absolutely, our customer service team is available and working remotely to help answer your questions.
Will my order be delayed?
There are no delays with our dispatching times, but Australia Post and NZ Post have advised there may be delivery delays.
Are you still offering Click & Collect?
In Australia, Click & Collect is available at our Garden City, Erina Fair, Castle Towers, Robina, Warringah, Bondi, Eastgardens, Southland, Chapel St, Chermisde, Parramatta & Fountain Gate stores. Click here for store hours.
In New Zealand, Click & Collect is available at all of our open NZ stores listed under 'IS MY STORE OPEN? ARE THERE ANY CHANGES TO STORE HOURS?' above.
When your purchase is ready to collect you will receive an email or text to let you know.
In New Zealand, Click & Collect is available at all of our open NZ stores listed under 'IS MY STORE OPEN? ARE THERE ANY CHANGES TO STORE HOURS?' above.
When your purchase is ready to collect you will receive an email or text to let you know.
If my local store is closed, how can I return my in store purchase?
Items purchased in store can only be returned to a store location. We’ll have a 14 day grace period once our stores have opened if you’ve not been able to return your item within our 30 day return policy.
A reminder returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
A reminder returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
If my local store is closed, how can I return my online purchase?
We now have locations for free, contactless drop boxes for online returns in a few locations in Australia. Make sure your items are in a bag, and include your name, phone number, email address and packing slip.
If these locations are out of reach for you we’ll have a 14 day grace period once our stores have opened if you’ve not been able to return your item within our 30 day return policy.
A reminder returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
If these locations are out of reach for you we’ll have a 14 day grace period once our stores have opened if you’ve not been able to return your item within our 30 day return policy.
A reminder returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers 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. We will refuse returns of items where it's obvious that the above conditions have not been met.
What are the Online Return Drop boxes?
We have locations for contactless drop boxes for online returns in a few locations in Australia. Make sure your items are in a bag, and include your name, phone number, email address and packing slip.
Australia:
Hours
Monday-Friday 3-6pm
Saturday 10am-1pm
Melbourne
Chapel St Store.
Sydney
Outside our Botany Distribution Centre:
UNIT 4C, 11 LORD STREET, BOTANY, SYDNEY.
+
Bondi store, Eastgardens store.
Gold Coast
Outside our Harbour Town store.
Brisbane
Outside our Garden City store.
Australia:
Hours
Monday-Friday 3-6pm
Saturday 10am-1pm
Melbourne
Chapel St Store.
Sydney
Outside our Botany Distribution Centre:
UNIT 4C, 11 LORD STREET, BOTANY, SYDNEY.
+
Bondi store, Eastgardens store.
Gold Coast
Outside our Harbour Town store.
Brisbane
Outside our Garden City store.
Can you change the address on my order?
Your order has already been packed so that we can get this sent out to you as soon as we are able to. Unfortunately we cannot make any changes to this. Once it leaves our DC you will be able to have this redirected.
Can you cancel and refund my order?
Your order has already been packed so that we can get this sent out to you as soon as we are able to. Unfortunately we are unable to make any changes to this. If you no longer need any of these items you will be able to return them for a refund after you receive your parcel.
How are you able to offer Click & Collect?
There are a number of measures we've taken to allow selected stores to offer Click & Collect services:
- Limiting the number of team members, and ensuring they are 2 metres apart at all times
- Setting up markers to help customers waiting stay 2 metres apart
- Supporting our team and making it clear that they should not work if there is any sign of sickness
- Requiring gloves and masks to be worn by team members
- Increased, strict cleaning regimen and hygiene measures in store.
- Limiting the number of team members, and ensuring they are 2 metres apart at all times
- Setting up markers to help customers waiting stay 2 metres apart
- Supporting our team and making it clear that they should not work if there is any sign of sickness
- Requiring gloves and masks to be worn by team members
- Increased, strict cleaning regimen and hygiene measures in store.
What safety measures are you taking in re-opening stores?
- Limiting the number of team members, and ensuring they are 2 metres apart at all times
- Limiting the number of customers in store based on the store size
- Setting up markers to help people waiting stay 2 metres apart
- Supporting our team and making it clear that they should not work if there is any sign of sickness
- Increased, strict cleaning regimen and hygiene measures in-store
- Limiting the number of customers in store based on the store size
- Setting up markers to help people waiting stay 2 metres apart
- Supporting our team and making it clear that they should not work if there is any sign of sickness
- Increased, strict cleaning regimen and hygiene measures in-store
