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
- Contact
- Delivery
- Shopping
- Returns
- Technical
Contact
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.
Delivery
How much is Shipping?
Standard shipping - shipping is 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 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
Additional Sydney delivery options include:
Tonight: $12.95.
Order before 2pm AEST & get it the same night between 6-10pm with Twilight Delivery with Australia Post.
*We do not recommend delivering to business addresses for this delivery service**
Saturday: $12.95.
Order before 11am 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**
International:
$30
How long will my order take to arrive with standard shipping?
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 Tonight"?
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?
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?
We use a signature required service with Courier Post and Pace. 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 on how to arrange collection or re-delivery.
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?
Do you ship to PO Box addresses?
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?
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?
If I have my order delivered to store how will it take to arrive?
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?
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.
Shopping
Do I need to create an account to shop with you?
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?
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?
When will I be charged?
I think I have been charged twice
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?
Can you give me more information on your products?
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?
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?
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?
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?
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
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
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
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?
What can I do if my recipient hasn't received their gift card?
Why is my order suspended?
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.
Returns
What is your instore order returns policy?
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 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?
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 14 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.
Please note, if you have paid via Laybuy, you cannot return or exchange your order in store, and you must return via our distribution centre.
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.
Have you received my returned goods?
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
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
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
Is postage for returns 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
Will my refund include shipping charges?
Can I cancel or return a gift card?
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?
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 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.
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
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?
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. Afterpay orders can alternatively be returned in store, 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
Technical
I am having problems accessing or buying from your website
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
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 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
Is it safe to use my credit card to shop online?
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
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
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.