FREQUENTLY ASKED QUESTIONS
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How much is delivery?
Delivery within Australia
All prices quoted are in Australian Dollar (AUD)
SPEND
SHIPPING COST
DELIVERY SERVICE
Over $100
FREE
Startrack Express
Under $100
$12
Startrack Express
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How does ordering in-store work?
If an item is not available in your local store, our team can order the item for you from another store in Australia and have it delivered to your home address.
When ordering in-store, it is important for you to check the postal address and the contact details are correct.
DELIVERY
Our delivery times for in-store orders are the same as normal online orders.
See here for our delivery times.
RETURNS
If you want to return your item ordered in-store, please visit us in-store for a refund.
We currently do not facilitate online returns for orders placed in-store. When returning your item, please bring along your original receipt for our team to seamlessly process your return. Ensure your items meet our Returns Policy conditions.
Please note: If we are unable to fulfil your in-store order, please visit us in-store to claim your refund. Our customer support team may have emailed you about the cancellation of your order, please ensure to check your inbox for an update. If you are unable to come in-store for a refund, our customer support team can assist you with a gift card refund instead.
For more information, please get in touch with us below!
Read full article
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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.
Read full article
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How do I return my online order?
To return your online order, please see the below instructions:
The following terms and conditions are applicable for all change of mind returns. Please also choose carefully when purchasing the following merchandise as we will not accept returns for change of mind or exchanges for the following items due to our Health & Hygiene Policy (unless the item is faulty).
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
Item(s) were purchased within the last 30 days and proof of purchase can be provided
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoe box in their original condition
Item(s) were not marked ‘FINAL SALE’ at the time of purchase
Please choose carefully when purchasing the following merchandise as we will not accept returns for change of mind or exchanges for the following items due to our Health & Hygiene Policy (unless the item is faulty):
- Underwear and any items with a hygiene seal (for example swimwear bikini bottoms and one-pieces);
- Cosmetics, makeup and any beauty products or tools;
- Headwear;
- Drink bottles;
- Items on their own that are part of a set (for example bikini tops and bottoms;
- Jewellery; and
- Food and beverage items
If you believe your item may be faulty or received the wrong item please view this article:
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.
2. PACKAGE YOUR RETURN
Please make sure the original packaging is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
Do not use the shoebox as an external postage box. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Please follow the prompts to pay for and print a return shipping label.
Attach the label to your parcel and drop it off at your nearest Post Office.
Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
Entering your order number: Your order number will start with GLUEAU. Do not include the # or any other symbols.
Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
WHAT'S NEXT?
Once your return arrives back with us, please allow 7 business days for this to be processed. You'll then be refunded via your original payment method and notified via email- Please allow up to 5 business days for the funds to reflect in your account.
Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
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!
Exchanging in-store
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.
Read full article
-
Can I use my gift card online?
Yes, Gift cards can be purchased in-store and online and have a 3-year life span.
To determine the balance and expiry date, please click the link HERE.
For Glue Store's Gift Card T&C's, please visit Gift Card T&C's.
Old gift cards
If you have purchased a gift card in-store before 9/11/23, unfortunately, these gift cards are not programmed to be redeemed online and will need to be redeemed in-store only.
How to identify my gift card?
The NEW gift cards have an 18-digit card number and a 4-digit PIN code. All OLD Glue Gift cards don't have a PIN code allocated to the card number.
Read full article
-
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 of eligible items.
Glue Rewards are not able to be redeemed when completing your purchase via third-party check-outs, including Shop Pay, Paypal, Gpay or Apple Pay."
To use your rewards in-store, simply provide the staff with your email address. Doing this will also link your in-store purchase to your account.
Eligible items include full-priced styles only and exclude products from The North Face, Nike, Birkenstocks, Stussy and Stanley.
If Reward usage reduces your cart value below the Free Delivery threshold, you will still be required to pay for Delivery. Click here for more info on our Free Delivery threshold and delivery charges.
Read full article
Delivery within Australia
All prices quoted are in Australian Dollar (AUD)
| SPEND | SHIPPING COST | DELIVERY SERVICE |
| Over $100 | FREE | Startrack Express |
| Under $100 | $12 | Startrack Express |
Read full article
If an item is not available in your local store, our team can order the item for you from another store in Australia and have it delivered to your home address.
When ordering in-store, it is important for you to check the postal address and the contact details are correct.
DELIVERY
Our delivery times for in-store orders are the same as normal online orders.
See here for our delivery times.
RETURNS
If you want to return your item ordered in-store, please visit us in-store for a refund.
We currently do not facilitate online returns for orders placed in-store. When returning your item, please bring along your original receipt for our team to seamlessly process your return. Ensure your items meet our Returns Policy conditions.
Please note: If we are unable to fulfil your in-store order, please visit us in-store to claim your refund. Our customer support team may have emailed you about the cancellation of your order, please ensure to check your inbox for an update. If you are unable to come in-store for a refund, our customer support team can assist you with a gift card refund instead.
For more information, please get in touch with us below!
Read full articleWe 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.
Read full article
To return your online order, please see the below instructions:
The following terms and conditions are applicable for all change of mind returns. Please also choose carefully when purchasing the following merchandise as we will not accept returns for change of mind or exchanges for the following items due to our Health & Hygiene Policy (unless the item is faulty).
1. CHECK OUR RETURN CONDITIONS
Before booking your return online, check that your item(s) meet our return conditions below:
Item(s) were purchased within the last 30 days and proof of purchase can be provided
Item(s) must be unworn, unwashed, or otherwise undamaged with original tags attached
Item(s) are in original packaging or shoe box in their original condition
Item(s) were not marked ‘FINAL SALE’ at the time of purchase
Please choose carefully when purchasing the following merchandise as we will not accept returns for change of mind or exchanges for the following items due to our Health & Hygiene Policy (unless the item is faulty):
- Underwear and any items with a hygiene seal (for example swimwear bikini bottoms and one-pieces);
- Cosmetics, makeup and any beauty products or tools;
- Headwear;
- Drink bottles;
- Items on their own that are part of a set (for example bikini tops and bottoms;
- Jewellery; and
- Food and beverage items
If you believe your item may be faulty or received the wrong item please view this article:
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.
2. PACKAGE YOUR RETURN
Please make sure the original packaging is undamaged. Satchels can be purchased at the Post Office. Alternatively, the original mailer or a reusable shopping bag can be turned inside out.
Do not use the shoebox as an external postage box. Any orders returned in a taped-up or damaged shoebox, or with the label stuck to the shoebox, will be rejected and returned to sender.
3. BOOK YOUR RETURN
Once packaged safely, click HERE to book your return. Please follow the prompts to pay for and print a return shipping label.
Attach the label to your parcel and drop it off at your nearest Post Office.
Return shipping costs: A flat, $10 fee for a prepaid shipping label is payable by the customer during the Returns Portal process.
Entering your order number: Your order number will start with GLUEAU. Do not include the # or any other symbols.
Don't have a printer at home? Your returns label includes a QR code which can be scanned and printed at the Post Office.
Tracking your return: A returns tracking link will be emailed to you when you finalise your return.
WHAT'S NEXT?
Once your return arrives back with us, please allow 7 business days for this to be processed. You'll then be refunded via your original payment method and notified via email- Please allow up to 5 business days for the funds to reflect in your account.
Please note: Any shipping fees applied to original online orders will not be included in your refund, even if the whole order is returned.
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!
Exchanging in-store
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.
Read full article
Yes, Gift cards can be purchased in-store and online and have a 3-year life span.
To determine the balance and expiry date, please click the link HERE.
For Glue Store's Gift Card T&C's, please visit Gift Card T&C's.
Old gift cards
If you have purchased a gift card in-store before 9/11/23, unfortunately, these gift cards are not programmed to be redeemed online and will need to be redeemed in-store only.
How to identify my gift card?
The NEW gift cards have an 18-digit card number and a 4-digit PIN code. All OLD Glue Gift cards don't have a PIN code allocated to the card number.
Read full article
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 of eligible items.
Glue Rewards are not able to be redeemed when completing your purchase via third-party check-outs, including Shop Pay, Paypal, Gpay or Apple Pay."
To use your rewards in-store, simply provide the staff with your email address. Doing this will also link your in-store purchase to your account.
Eligible items include full-priced styles only and exclude products from The North Face, Nike, Birkenstocks, Stussy and Stanley.
If Reward usage reduces your cart value below the Free Delivery threshold, you will still be required to pay for Delivery. Click here for more info on our Free Delivery threshold and delivery charges.
Read full article