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
Shopping
Returns
Technical
Covid-19

Delivery

How much is Shipping?

New Zealand:
Standard shipping - shipping is currently FREE on orders over $30! For orders under $30 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 $30! For orders under $30 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**

International:
$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
We are accepting orders, but due to the lockdown in New Zealand, shipping will be delayed until we are able to reopen our distribution centre.

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.

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.

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.

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 $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.

If I have my order delivered to store how will it 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.

How long will my Click & Collect order take to arrive?

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.

First Name

Country

Subject

Message

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?

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!

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

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?

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.

Returns

What is your instore order returns policy?

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

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 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.

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.

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.

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.

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

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.

Covid-19

Hello

With the continued spread of COVID-19, our priority is to ensure our team and customers remain safe and healthy. We have made the decision to close our stores in Australia, with New Zealand stores already closed due to the lockdown. We look forward to re opening them as soon as it’s safe to.

We are available online so you can shop as much as you want, and in Australia there’s no delay in delivery. In New Zealand we can now provide you with essential winter clothing and accessories online with contactless delivery. Strict health and safety guidelines as advised by the government are being adhered to, to ensure the safety of our staff and customers as our top priority. No orders will be sent to customers unless the order only contains essential items. You're welcome to still place orders online for non-essential items, however your order won't be shipped until our Distribution Centre is allowed to open as normal again.

There will also be a 14 day grace period when our stores re-open if you’ve not been able to return your item within our 30 day return policy.

Join us on Instagram where we bring you a new series called “Closer with Glassons” where we’re asking you how we can help you in this uncertain time, provide inspiration and entertainment. Our team remains dedicated to help you in whatever way we can – so please email us at help@glassons.com, call us on 1800 838 448 or DM us on Instagram or Messenger.

We’re here for you and we promise if anything changes, we will keep you informed as it happens.

Kindest
Glassons

Can I place an Online Order due to COVID-19?

Absolutely! We are available online so you can shop as much as you want.

In Australia there’s no delay in delivery.

In New Zealand we can now provide you with essential winter clothing and accessories online with contactless delivery. Strict health and safety guidelines as advised by the government are being adhered to, to ensure the safety of our staff and customers as our top priority. No orders will be sent to customers unless the order only contains essential items. You're welcome to still place orders online for non-essential items, however your order won't be shipped until our Distribution Centre is allowed to open as normal again.

Is my store open? Are there any changes to store hours?

In Australia our stores are open until 5pm today, and then they will close. We are continuing to take measures to promote the safety of our customers and staff with strict cleaning and hygiene practices being carried out while ensuring social distancing is implemented throughout our stores. If any team member feels unwell at any time, we request they remain at home and ask that our customers to do the same.

In New Zealand our stores are closed, and we look forward to reopening them when it's safe to do so.

Can I contact customer service?

Absolutely, our customer service team is available and working remotely to help answer your questions.

Will be order be delayed?

In Australia our distribution centre remains open for online orders for Glassons.com where you can shop as much as you want and have no delays in shipping.

In New Zealand we can now provide you with essential winter clothing and accessories online with contactless delivery. Strict health and safety guidelines as advised by the government are being adhered to, to ensure the safety of our staff and customers as our top priority. No orders will be sent to customers unless the order only contains essential items. You're welcome to still place orders online for non-essential items, however your order won't be shipped until our Distribution Centre is allowed to open as normal again.

After my order is placed, can I change my shipping address?

In Australia, as soon as you place your order, we start working on it right away. Unfortunately, we can't make changes to an order once it's placed.

In New Zealand once our Distribution Centre is closed, we are able to intercept your order and change the address with no problem. Contact us as soon as possible for assistance.

Are you still offering Click & Collect?

In Australia our stores are still open, and are offering Click & Collect.

In New Zealand due to the COVID-19 lockdown and the temporary closure of our stores, we are unable to have you select Click and Collect at checkout. Once our stores reopen, we will continue our click and collect service.

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.

If my local store is closed, how can I return my online purchase?

Unfortunately you can’t return your purchase to a closed store at this time. 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.

How can I return my online purchase?

Online returns will be our normal process, however 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 due to the lockdown in NZ.

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 Refund Drop boxes?

Due to requests from customers, we have set up 4 locations for free "no touch" 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.

Hours
Monday-Friday 3-6pm
Saturday 10am-1pm

Melbourne
Outside our Chapel St Store

Sydney
Outside our Botany distribution centre
UNIT 4C, 11 LORD STREET, BOTANY, SYDNEY

Gold Coast
Outside our Harbour Town store

Brisbane
Outside our Garden City store

If yoou need help, call us 02 9693 8101!

In New Zealand what is an Essential item?

We are complying by the guidelines as stipulated on the relevant government website (MBIE). We are focused on offering winter or basic products that meet customer needs at this time. Click here to view our essential items.

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