FREQUENTLY ASKED QUESTIONS
How do I use my Rewards?
You can use your Rewards online or in-store.
To use your Rewards online, you will have the option to use the reward at checkout and have the reward value taken off of the total cost on eligible items.
Eligible items include full priced styles only (excl. PE Nation and Nike).
You cannot use your Rewards to reduce the cart to $0.
How do I return my online order?
Please view our return policy before submitting a return.
- Download the Returns form here to create your return. Please note you cannot get a refund in store if you paid with Zippay or PayPal online.
- Complete the relevant fields of the form. Don’t have a printer? No worries, just write the details of the form onto a piece of paper and place it with the items you are returning.
- Drop off your parcel at your nearest Post Office.
Good to know: Can’t remember your order number? Pop in your email address and it’ll bring up all associated order numbers.
Please note: We reserve the right to reject any returns that do not meet these requirements.
All online returns must be dropped off at your local post office. We do not accept direct returns to the warehouse.
We also do not process returns for in-store purchases.
Please allow time for your return to reach our warehouse. This time may vary depending on your location. We recommend holding onto your return tracking number so you can track when it reaches us.
If approved, refunds are processed by our returns warehouse within 2-3 business days.
Once processed, the refund will show in your account within 2-5 business days, depending on your financial institution.READ FULL ARTICLE
Can I exchange my items?
Orders returned online are issued with a full refund only. If you’re unable to visit us for an exchange, we recommend processing an online return, then placing a new order. Our return instructions will guide you through the process.
Note: In-store purchases cannot be returned online, please pay us a visit!
All online and in-store purchases can be exchanged in-store. If you’ve purchased through Afterpay, our team will refund your original order, then help you with a new purchase.
What if I bought it online, whilst on sale, and it's now back to full price?
Please visit us in-store! Our team will swap your product at no extra cost, pending stock availability.
How long does delivery take?
Just placed an order? All orders are shipped using Express StarTrack delivery.
LOCATION DELIVERY TIME Australian Metropolitan 1-3 Business Days Australian Rural 4-7 Business Days
* Delivery timeframes are estimates only, and may vary with peak sale periods, COVID-19 related impacts, possible courier delivery issues, and other influences beyond the control of Glue Store.
Do I need to sign for delivery?READ FULL ARTICLE
If 'Authority to Leave' is selected during checkout, our courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. Glue Store cannot be held responsible for lost or stolen orders after they have been delivered.
Can I use my gift card online?
We currently do not accept in-store purchased gift cards as a form of payment on our online store.
Gift cards can only be used in-store and have a 3 year life span.
To determine the balance, expiry date and potentially transferring gift card amount to a reward, you can simply contact or visit your local Glue Store.
Why have I received multiple confirmation emails?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over Australia.
How does it work?
If your order has been split into two parts and one item is dispatched first, you'll receive your first tracking number. When your second item is dispatched, you'll receive your second tracking number. You won't receive both tracking numbers at the same time because it's being fulfilled from separate warehouses which means different dispatch times. Due to this, your items will be delivered separately.