Delivery Types & Changes

If your parcel has been returned to the sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse. 

Some possible reasons why your order was unable to be delivered:

• Your delivery address was incomplete or incorrect
• No-one was present to receive the parcel
• The delivery was rejected 

Once your parcel has been returned to the sender, unfortunately, we cannot send the parcel back out to you.

We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order 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 so sorry it's arrived in this condition!

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

Delivery within Australia

All prices quoted are in Australian Dollar (AUD)

You can track your order through StarTrack by entering your tracking number, here.

Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery.

If you have not received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse. 

• If you have an account: Login to your account and select 'My Orders'. Select your order, click 'Shipments' and then 'Track this shipment'. 
  
  
• If you checked out as a guest: Enter your tracking number received via email into the StarTrack website here for delivery updates. 

Please note: It can take up to 48 hours for the tracking number to become available on the couriers website.

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

* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Glue. 

During sales period dispatch can take 4 - 7 business days. This does not include the shipping time. 

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:

• Your order is still processing in our systems
• A small typo in the email address entered at the checkout
• 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 below and we'll locate and resend your order confirmation. 

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!

Once your item has been packed our team will mark the order as 'ready to collect'. From here, you will receive another email confirming your order is ready for pickup.

Your click & collect will be held for 28 days, when collecting your items, please ensure to bring the following:

• Photo ID
• Proof of address
• Notification of 'ready for pickup'/ Order confirmation email

Good to know: You can also nominate someone else to collect your order for you. Get in touch with our customer support team below for further assistance!

After 28 days if you haven't collected your order from the nominated store, your order will then be refunded back to your original payment method.

Click & Collect allows you to order online and then pick it up from your nominated Glue store for no additional charge. Click & Collect orders are usually ready to collect within 4 hours.

How to place a Click & Collect order

1. Add your item to the cart
2. At checkout, under 'Shipping' select 'Click & Collect'
3. Click 'Find Store' and enter your postcode. Nearby stores with the item available will allow you to click 'Select Store'
4. Click 'Proceed to Payment' to pay for and complete your order

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

What's next? 

Our in-store team will prepare your order and notify you via email when it's ready for pickup. Once you place your Click & Collect, we'll aim to have it ready for same day collection. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).

Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Product Experts below. The nominee will also be required to show a form of I.D.

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, you can 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. 

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.

Yes, we can cancel your Click & Collect order!

Want to cancel your Click & Collect order?

Get in touch with our Customer Care Team below and provide us with your order number, and we'll help out!

Unfortunately, we're unable to cancel an order once it's placed. 

Once you receive your item(s), you can return them in accordance with our Returns Policy.

Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address before it is packed. 

If you have just placed your order, or you have not received a tracking number:

Please contact our customer support agents here.

There is a short window of time before it's ready to be shipped we may be able to update the address for you. 

If you have been sent a tracking number:

We are unable to update a delivery address once an order has been packed.

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. Any address updates completed by StarTrack will add an additional business day for delivery on top of the standard delivery time. 

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. 

Please note: Once you've received your item(s), you can you can return them in accordance with our Returns Policy.