Delivery & Tracking

If our courier partners cannot leave the parcel unattended at your delivery address it will get dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to sender and unfortunately. 

Contact our Customer Experience team below for a refund or we can simply organise to re-send your order out to you once our dispatch team receives it. 

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work. 

If you haven't yet received a tracking number, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

We're sorry it's arrived in this condition!

Reach out to our Customer Experience team below ASAP, and we'll gladly assist! 

Just placed an order? All orders are shipped using Express StarTrack delivery.

* 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?
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. 

We aim to pack and dispatch online orders within 1-3 business days. Once your order is dispatched, you will receive an email notification with a tracking number. 

Please note: During peak periods (sales or public holidays), dispatch times may be longer. 

If you haven't received an order confirmation via email shortly after your purchase this may be due to:

• A small typo in the email address entered at the checkout
• Your order is still processing in our systems
• The email has been marked as spam and has been moved to your junk/spam folder

If you still haven't received it within 24 hours, contact our Customer Care team with the info below and we'll locate and resend your order confirmation. 

• First name and last name the order was placed under 
• Date when the order was placed 
• Payment method used 

What is Authority to Leave?

Authority to leave (ATL) is selected by default at the checkout. If this option is left checked, the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. You agree that the parcel is deemed 'delivered' when left at your premises. 

What if I selected ATL and my parcel is stolen? 

Glue Store will not be held liable for any stock loss, due to theft or negligence if Authority To Leave is selected at the time of checkout and proof of delivery has been provided from our courier.

I would like to sign for my order, how can I ensure this? 
If you would prefer to sign for the parcel, please deselect the option "I give permission to leave this item at the address listed above" at checkout. If no one is home at the time of delivery, the parcel will be taken to your local Post Office for collection. 

I've been notified that my order has been delivered, but I haven't received it!

• Check your tracking details. Your order may have been taken to your local Post Office. 
• Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view. 

If you have any enquiries relating to the whereabouts of your parcel, contact StarTrack directly on 13 23 45 or get in touch with our Customer Care team below. 

Delivery within Australia 

Shipping is FREE on all orders over $50.

A flat rate of $10 per order applies for orders under $50. 

All orders are shipped using Express StarTrack delivery. 

No results when you enter your postcode for Click & Collect?

• Only local stores which have your item in stock will appear available for Click & Collect.

If Click & Collect is unavailable at your local store, get your item delivered instead! View our Delivery Timeframes here. 

Good to know:

• Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect. 
• Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered. 

Can't make it to store and need to cancel your Click & Collect order?

Please get in touch with our Customer Experience team below and provide them with the following information to help speed up the process. 

• Order number (this can be found in your order confirmation email)

Our team will be able to get this sorted for you.

Need to return something? You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase.

Alternatively, you can return your Click & Collect order back to our online warehouse. Follow our online return instructions here.

You can find out more information regarding our Returns Policy here.

Once you have successfully placed your order, wait for us to send you an email telling you your order is ready, then simply go to your selected store with your tax invoice (which we send via email) and your photo ID (so we know it's you!) to grab your order!*. Please wait until you have received this email before going in-store to collect. 

If you have not received this email, please contact our Customer Experience team below to confirm if your order is ready for collection. 

Click & Collect is a free service that allows you to place an order online, and then collect your purchases at a Glue Store shop.

Please note: Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out. 

Simply browse our website and find the products you want, then follow the steps below:

1.  Add items to your cart and proceed to Checkout.

2. Change the delivery method to "Click & Collect".

3. A list of "Pick Up Locations" will appear for you to select your local Glue Store. 

4. Once selected you will then be taken back to the payment options screen to finalise your purchase. 

5. Once processed, you will receive a confirmation email from us when your order is ready to be collected instore. 

6. Once you receive notification that your order is ready, simply bring a valid photo ID when collecting your order instore. Present this to one of our friendly staff, and they will retrieve your items for you. Easy-peasy! (don't forget to browse for more styles)

Please wait until you have received this email before going in-store to collect. Otherwise contact our Customer Care team if you still have not received an email after 2 business days.

*If you need to nominate someone other than yourself to collect the order, we require prior contact with our Customer Care team. We may request to see the credit card used or speak to the cardholder at any stage. The nominee will also be required to show a form of I.D.

Read more about our Click & Collect service here.

Our team work quickly to get orders picked, packed and out the door to you. However, there is a short window of time before it's ready to be shipped that we can try and update the address for you.

Please contact our Customer Experience team through Live Chat or call them on 02 8294 6918.

They'll do their best to try and update the address for you, however, due to the nature of quick turnaround times for our orders, we cannot guarantee this.

If unable to do so, please get in contact with StarTrack on 13 23 45 and provide them with your tracking number. They will be able to update your address.

Should you wish to cancel your order, please contact the Customer Care team immediately, either via Live Chat or on 02 8294 6918 (available AEDT 9am - 4pm). We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

If outside of working hours, please lodge an enquiry via email.

Please note that we are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.

Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order. 

If you notice that you've made a mistake on your order, please contact our Customer Care team immediately, either via Live Chat or on 02 8294 6918. There is a short window of time before its packed, in which we will attempt to cancel the order for you so that you can reorder the correct size, colour or item. 

If outside of working hours, please lodge an enquiry via Email. 

Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our Returns Policy.