FAQs

To ensure you get your order in time for Christmas, please place your order before:

NEW ZEALAND -
Standard: 3pm Friday 19th December
Express: 3pm Tuesday 23rd December*

*Please note during the busy holiday season, express shipping collection from our warehouse will only happen on days that are not a Sunday or a public holiday.

AUSTRALIA - times below are all in AEDT time, unless otherwise stated.
Standard: 12pm Wednesday 17th December
Express: 9am Monday 22nd December (Metro Areas Only)

To WA:
Standard: 12pm Monday 15th December
Express: 12am Wednesday 17th December (Metro Areas Only)

To NT:
Standard: 12pm Saturday 13th December
Express: 12pm Thursday 18th December (Metro Areas Only)

SINGAPORE - SST
Standard: 12pm Saturday 13th December

USA - PST
Express: 9am Wednesday 10th December

International (excl. USA & Singapore)
South Pacific, Asia, Canada, UK & Europe: Midday (AEDT) on Friday 5th December
Rest of World: Midday on Monday 1 December (AEDT)

SHIPPING INFORMATION

Standard shipping $6.99, Free on orders over $60.

Express shipping $9.99, Free on orders over $150.

Click and Collect orders are sent via our DC to store for $1.99, Free on orders over $60. Please allow 1-3 business days for delivery.

On Demand shipping $14.99, only available for selected Sydney Metro postcodes.
Place your order before 1pm to receive your order between 6pm-9pm. Available only Monday - Friday, excluding public holidays. If your order is placed after 1pm it will be delivered the following business day.

All orders are sent via Australia Post. A signature is required on delivery in the first attempt. If no one is home, then the parcel will be left with an Authority to Leave.

Please note: orders can not be delivered to Parcel Lockers.

Please allow 24 hours for dispatch, during sales or promotional period this time frame might be longer. Once your order has been dispatched you will receive a confirmation email with tracking information.


ESTIMATED SHIPPING TIMES ONCE DISPATCHED

NSW:
Metro:
Standard: 2-3 Business Days
Express: 1-2 Business Days

Regional:
Standard: 4-5 Business Days
Express: 2-4 Business Days

VIC:
Metro:
Standard: 3-4 Business Days
Express: 1-2 Business Days

Regional:
Standard: 4-6 Business Days
Express: 3-4 Business Days

QLD:
Metro
Standard: 3-4 Business Days
Express: 1-2 Business Days

Regional
Standard: 3-12 Business Days
Express: 3-5 Business Days

SA:
Metro
Standard: 3-5 Business Days
Express: 1-2 Business Days

Regional
Standard: 3-6 Business Days
Express: 3-5 Business Days

WA:
Metro
Standard: 4-6 Business Days
Express: 2-3 Business Days

Regional
Standard: 5-10 Business Days
Express: 4-7 Business Days

TAS:
Standard: 3-8 Business Days
Express: 2-4 Business Days

NT:
Standard: 5-15 Business Days
Express: 4-6 Business Days

ACT:
Standard: 3-4 Business Days
Express: 1-2 Business Days

SHIPPING INFORMATION

Standard shipping is $6.99, and free on orders over $70. Please allow 1-2 business days for urban delivery, and 3-5 days for rural delivery.

Express shipping is $14.99, and free on orders over $150. Only eligible for selected suburbs in Auckland, Wellington and Christchurch to receive your order between 6pm-9pm. *Further T&Cs apply.

Click and Collect orders are sent via our DC to store for $1.99. Please allow 1-3 business days for delivery to your selected store.

Please allow 24 hours for dispatch from our DC. During sales or promotional periods, this time frame might be longer.

All orders are sent via NZ Post.

Please note: Orders can not be delivered to PO Boxes.


*NEW ZEALAND EXPRESS TONIGHT

For eligible Auckland and Wellington suburbs, please place your order by 10:30am to receive between 6pm and 9pm that night. For eligible Christchurch suburbs, please place your order by 2pm to receive between 6pm and 9pm.

Orders placed after the cut off times will be delivered the following evening between 6pm and 9pm.

Please note this service delivers for Auckland on Saturdays. This service is not available for Wellington on weekends.

SHIPPING INFORMATION

Standard shipping USD $9.99, Free on orders over USD $100. Please allow 4 -12 business days for delivery.

USA orders are delivered via USPS with an Authority to Leave. Any Duties & Tariffs that may apply upon order arrival into the country are payable by the customer.

Shipping timeframes include 24 hours for dispatch, during sales or promotional period this time frame might be longer. Once your order has been dispatched you will receive a confirmation email with tracking information.

Please note: We are unable to label any orders as a gift, if declaration forms are found to be incorrect both parties may be liable for financial penalties or prosecution.

SHIPPING INFORMATION

Standard shipping is Free on orders over SGD $100, otherwise $9.99. Estimated delivery in 4-6 business days via Parxl / Ninja Van.

Express shipping SGD $19.99. Estimated delivery in 2-3 business days via DHL Express. Orders sent with DHL Express and have an Authority to Leave.

Estimated delivery times include 24 hours for dispatch, however during sales or promotional period this time frame might be longer. Once your order has been dispatched you will receive a confirmation email with tracking information.

Please Note: We are unable to label any orders as a gift, if declaration forms are found to be incorrect both parties may be liable for financial penalties or prosecution.

Express shipping USD $14.99, Free on orders over USD $150.

Shipping should take 2-4 days for all metro areas.

All Rest of World orders are sent with DHL Express and have an Authority to Leave.

Eligible countries we ship to:

Austria, Belgium, Brazil, Canada, China, Cook Islands, Costa Rica, Croatia, Denmark, Fiji, Finland, France, French Polynesia, Germany, Greece, Hong Kong, India, Indonesia, Ireland, Italy, Japan, Korea, Malaysia, Mexico, Netherlands, New Caledonia, Norfolk Island, Norway, Peru, Philippines, Poland, Portugal, Puerto Rico, Samoa, Singapore, South Africa, Spain, Sweden, Switzerland, Taiwan, Thailand, Tonga, Turkey, United Kingdom, Vietnam.

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.

Please allow 24 hours for dispatch, during sales or promotional period this time frame might be longer. Once your order has been dispatched you will receive a confirmation email with tracking information.

Please note: We are unable to label any orders as a gift, if declaration forms are found to be incorrect both parties may be liable for financial penalties or prosecution.

Please note: 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.

You will receive a confirmation email once your order has been dispatched with a tracking number. You can also track your order by logging into your account.

If your package has not arrived in the correct delivery time please contact our Customer Service Team

Please allow 24 hours for dispatch, during sales or promotional period this time frame might be longer. Once your order has been dispatched you will receive a confirmation email with tracking information.

TERMS AND CONDITIONS

We accept returns on any items* within 30 days of your order being delivered for a refund.

Returned items must be in new, unworn condition, with all the garment tags, and where applicable hygiene stickers still attached. We will refuse returns of items where it's obvious that the above conditions have not been met.

Exceptions:

*SWIMWEAR, UNDERWEAR, BODYSUITS, EARRINGS: Due to hygiene reasons, we only accept returns on swimwear, underwear, bodysuits and earrings if they were purchased online and the above conditions have been met.

*SALE ITEMS: Items marked as Final Sale are considered final purchase and are not eligible for return or exchange instore or online. We do not allow returns on any sale items (incl. final sale) purchased on our USA and International websites.

*EXCHANGES: We do not accept exchanges to our Distribution Centre – exchanges must be done in person in one of our stores. For customers outside of Australia and New Zealand, you will need to return your item and repurchase.

*FAULTY ITEMS: If you believe you have received a faulty item, then these return conditions do not apply, instead please visit Glassons store or contact our customer service team. If the item is deemed faulty, postage will be refunded.

*INSTORE PURCHASES RETURNED TO DC: We cannot accept items that were purchased in one of our stores returned to our Distribution Centre – instore purchases must be returned in store.

RETURNS TO OUR DISTRIBUTION CENTRE

Please note all shipping costs for returns are at the expense of the purchaser (except Singapore) and items remain the responsibility of the purchaser until received by Glassons.

We do not accept exchanges at our Distribution Centre. We do not accept items bought instore, these must be returned to a Glassons store.

AUSTRALIA & NZ RETURNS
Please use the label provided in your parcel to send your return.
If you do not have a returns label, please post your return to our Distribution Centre:
Australia: GLASSONS, UNIT 4, 11 LORD STREET, BOTANY, NSW, AUSTRALIA 2019
New Zealand: GLASSONS, 13 ESTABLISHMENT DRIVE, HORNBY SOUTH, CHRISTCHURCH NZ 8042
Please fill out our returns form and include it with your return so we know what you are returning and why.

USA RETURNS
To arrange a return in the United States of America, please use our Returns portal here, or email help@glassons.com with any queries.

SINGAPORE RETURNS
We are currently offering FREE RETURNS in Singapore. Returns are postage paid to our local Singapore DC. To arrange a return in Singapore, please use our Returns portal here, or email help@glassons.com with any queries.

REST OF WORLD RETURNS
All returns should be sent to our Australian Distribution Centre. GLASSONS, UNIT 4, 11 LORD STREET, BOTANY, NSW, AUSTRALIA 2019.
Please fill out our returns form and include it with your return so we know what you are returning and why.

RETURNS TO A GLASSONS STORE

For online purchases, please take your order confirmation, dispatch notice or invoice along with the items you wish to refund or exchange.

For instore purchases, please take your receipt along with the items you wish to refund or exchange. Please note, instore purchases are unable to be returned to our Distribution Centre.

Click here to find your nearest store.

FAULTY ITEMS: At Glassons we aim to provide you with quality products and service at all times, however if you believe you have received a faulty item, then these return conditions do not apply, instead please visit Glassons store or contact our customer service team. If the item is deemed faulty, postage will be refunded.

When will I recieve my refund?

We aim to 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 your refund within 14 working days for Australia and New Zealand orders or 30 days for international orders, of posting your parcel to us, please get in touch with our Customer Service Team and we will endeavour to get back to you within 48hrs. Please note timeframes can be longer during promotional periods.

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.

What happens if I return something I bought with a gift card?
The refunded amount will go back onto the original gift card. If your gift card was registered, it’ll automatically be saved to your account under ‘My Gift Cards’.

Lost the card or don’t have the number? No stress - we can usually find it through your order and reissue the details. Just get in touch at webadmin@glassons.com with your order info.

I paid with both a gift card and another method - how does the refund work?
Refunds go back to the original payment methods used. The amount paid with your gift card will be refunded back to the gift card first, and the rest will go back to your other payment method.

For example: $30 refunded to your gift card / $50 refunded to your Eftpos card.

Can I get a refund for a gift card I've purchased?
Gift cards are non-refundable, so once purchased, they can’t be returned or exchanged for cash.

HOW TO USE

Type your discount code into the discount code on the first page of the cart.
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.

ONLINE DISCOUNT CODE T&C'S

Must enter discount code at checkout to redeem.
Free standard shipping will only be applied on orders over $60 in Australia, $70 in New Zealand and $100 in USA.
Valid for one use only at glassons.com.
Discount is not valid with any other offer or promotion.
Applies to full price items only, not valid on gift cards or laybys.

Verified students can enjoy 10% off full priced items.

Australia - please verify your student status with Unidays here.
New Zealand - please verify your student status with Unidays here.
USA - please verify your student status with Student Beans here.

Once you're verified, add your Glassons student discount to the Promo Code field at cart at the time of purchase.

Where can I buy a Glassons gift card?
You can buy a digital gift card here and have it sent straight to their inbox - perfect for any occasion. You can also buy physical gift cards online and have it delivered.

Can I get a refund for a gift card I’ve purchased?
Gift cards are non-refundable, so once purchased, they can’t be returned or exchanged for cash. They’ll always be here when you're ready to use them!

How do I use a gift card online?
Firstly register your gift card first here so it’s saved to your account. If you have a physical gift card, you can enter the 13 digit number on the barcode on the back of your card. A digital gift card code is usually a 10 digit code including letters and numbers. At checkout, you can select “Add a promo / gift card” before finding your saved gift card under “See my promo codes / gift cards”. Contact us at webadmin@glassons.com if you have any issues.

Any remaining balance will stay on the card for next time.

Can I use a gift card in-store?
Yes! As long as it was purchased in the same country you're shopping in.

Can I use more than one gift card on an order?
Yes, you can! Just make sure both gift cards are registered here, and when you head to checkout, you’ll find them saved under the “See my promo codes / gift cards” section. Simply click ‘Apply’ on each one to use them both.

Can I use a gift card and a promo code at the same time?
Yes, just have your gift card registered to your account here, and when you go to checkout add in your promo code first before applying your registered gift card.

Can I split my payment between a gift card and a debit/credit card?
Absolutely. If your gift card doesn’t cover the full amount, you can pay the rest with another payment method.

Can I use a gift card internationally?
Gift cards can only be used in the country where they were purchased. We offer both physical and digital gift cards for Australia and New Zealand - for example, a gift card purchased in Australia can only be redeemed in Australia.

Digital gift cards are also available for the United States and Singapore, and must be purchased and used on the corresponding Glassons website.

How do I check my gift card balance?
You can register your gift card here to check the balance. Once your gift card is registered to your account, you can view the balance anytime under the ‘My Gift Cards’ section. Or if your card isn’t registered, head to the checkout, enter your gift card number, and your balance will appear automatically.

Do gift cards expire?
No, Glassons gift cards do not expire.

Lost or damaged gift cards.
Email our Customer Care Team at help@glassons.com with as many details as possible. If we can locate your original card details, we’ll do our best to reissue it.

The recipient didn’t receive their digital gift card.
Ask the recipient to check their spam/junk folder. Contact us at help@glassons.com with your order details so we can help.

What happens if I return something I bought with a gift card?
The refunded amount will go back onto the original gift card. If your gift card was registered, it’ll automatically be saved to your account under ‘My Gift Cards’.

Lost the card or don’t have the number? No stress - we can usually find it through your order and reissue the details. Just get in touch at webadmin@glassons.com with your order info.

I paid with both a gift card and another method - how does the refund work?
Refunds go back to the original payment methods used. The amount paid with your gift card will be refunded back to the gift card first, and the rest will go back to your other payment method.

For example: $30 refunded to your gift card / $50 refunded to your Eftpos card.

Can I get a refund for a gift card I've purchased?
Gift cards are non-refundable, so once purchased, they can’t be returned or exchanged for cash.

If you receive the wrong item or something is missing from your order please send an email to our Customer Care team on help@glassons.com. We aim to resolve this issue within 24 hours.

Unfortunately you can not cancel or amend an order once you have placed it. Online orders can be returned to your nearest store or our Distribution centre within 30 days for a full refund.

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

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 verification before we can approve it. A screenshot of the transaction on your account is suffice for verification.

If you have any concerns regarding this, please email our Customer Service Team and we're happy to help.

View our size guide here for measurements and fitting tips.

We are here to help you.

Our Customer Service Centre hours are
Monday - Friday 9am - 7pm NZT, 7am - 5pm AEDT
Saturday - Sunday 9am - 4:30pm NZT, 7am - 2:30pm AEDT

If you wish to contact us by phone, please call
NZ: 0800 GLASSONS or AU: 1800 838 448

If you have a specific enquiry please visit this this page and fill out the form attached.

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.

COOKIE POLICY

Glassons’ websites use “cookies.” Cookies enable you to use shopping carts and to personalize your experience on our sites, tell us which parts of our websites people have visited, help us measure the effectiveness of ads and web searches, and give us insights into user behaviour so we can improve our communications and products.

If you want to disable cookies in the Safari web browser, go to Preferences and then to the Privacy pane and choose to block cookies. On your iPad, iPhone, or iPod touch, go to Settings, then Safari, and then to the Cookies section. For other browsers, check with your provider to find out how to disable cookies.

Because cookies are used throughout our websites, disabling them may prevent you from using certain parts of the sites.

The cookies used on our websites have been categorized based on the guidelines found in the ICC UK Cookie guide. We use the following categories on our websites:

Category 1 — Strictly Necessary Cookies

These cookies are essential to enable you to browse around our websites and use their features. Without these cookies, services like shopping baskets cannot be provided.

Category 2 — Performance Cookies

These cookies collect information about how you use our websites — for instance, which pages you go to most. This data may be used to help optimize our websites and make them easier for you to navigate. These cookies are also used to let affiliates know if you came to one of our websites from an affiliate and if your visit resulted in the use or purchase of a product or service from us, including details of the product or service purchased. These cookies don’t collect information that identifies you. All information these cookies collect is aggregated and therefore anonymous.

Category 3 — Functionality Cookies

These cookies allow our websites to remember choices you make while browsing. For instance, we may store your geographic location in a cookie to ensure that we show you our website localized for your area. We may also remember preferences such as text size, fonts, and other customizable site elements. They may also be used to keep track of what featured products or videos have been viewed to avoid repetition. The information these cookies collect will not personally identify you, and they cannot track your browsing activity on non-Glassons websites.

DATA SECURITY

Glassons is committed to keeping your personal data safe and secure and so we have numerous security measures in place to protect the loss, misuse and alteration of information under our control. Our security measures include: -

• encryption of personal data at rest;
• regular cyber security assessments of all service providers who may handle your personal data;
• regular planning to ensure we are ready to respond to cyber security attacks and data security incidents;
• regular penetration testing of systems;
• security controls which protect our IT systems infrastructure and our premises from external attack and unauthorised access;
• internal policies setting out our data security rules for our personnel; and
• regular training for our employees.

We take data security very seriously and will use all reasonable endeavours to protect the integrity and security of the personal data we collect about you.


CHANGES TO THIS NOTICE

We may update this Notice from time to time. When we change this Notice in a material way, we will update the version date at the bottom of this Notice. For significant changes to this Notice we will try to give you reasonable notice unless we are prevented from doing so. Where required by law we will seek your consent to changes in the way we use your personal data

CONTACTING US

In the event of any query or complaint in connection with the information we hold about you, please email info@glassons.com or write to us at GLASSONS HEAD OFFICE, LEVEL 6, 237 BROADWAY, NEWMARKET 1023, AUCKLAND, PO BOX 9854, NEWMARKET 1149, AUCKLAND



Version 27 January 2021

Lost or damaged gift cards.
Email our Customer Care Team at help@glassons.com with as many details as possible. If we can locate your original card details, we’ll do our best to reissue it.

The recipient didn’t receive their digital gift card.
Ask the recipient to check their spam/junk folder. Contact us at help@glassons.com with your order details so we can help.