Returns & Faulty Items

Our straightforward returns process makes it easy to return unwanted items.

CHANGE OF MIND RETURNS CONDITIONS
If you change your mind, you can return any unwanted products, including sale items, provided the following conditions are met.

1. PURCHASE DATE
Full-price items can be returned within 30 days of purchase.
Sale items can be returned within 15 days of purchase.

2. FINAL SALE ITEMS
Items marked "Final Sale" at the time of purchase are not eligible for return should you change your mind.

3. ITEM CONDITION
Items must be unused, unwashed, and undamaged.

4. PACKAGING
Items must be returned in their original, intact packaging.

5. HEALTH AND HYGIENE
For hygiene reasons, items including swimwear, underwear, cosmetics, drink bottles, headwear and jewellery cannot be returned.

A NOTE ON PRODUCT EXCHANGES
If you would like exchange any unwanted items for another style, colour or size, it is necessary that you do so in store. All exchanges are subject to returns conditions.

Product exchanges are not possible on postal returns, and any items returned by post will be refunded to the original payment method.

RETURNING A PURCHASE MADE ONLINE
Eligible online purchases, can either be returned returned in person in store or by post.

IN STORE
You can return your online purchase in store, where you have the choice of a refund, or an exchange, pending stock availability.

BY POST
Alternatively, for postal returns, head to our Online Returns Portal, and follow the prompts to purchase and print your $10 return shipping label. Take care to package your return, and then post your item at the Post Office. Please note that we are unable to accept returns if the product or its packaging is damaged in any way, including damage from packing tape or postal labels.

Once we receive your return, a refund will be issued within 5 business days to your original payment method, along with an email confirmation. 

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

RETURNING A PURCHASE MADE IN STORE
All in store purchases, including Store to Door, must be returned in person to a Glue Store.

You can attend any store location convenient to you, where you can choose between a refund, or an exchange, pending stock availability.

We can often locate your transaction, provided you are able to share relevant details.

FOR PURCHASES MADE ONLINE
Your Online Order Confirmation email serves as both your proof of purchase, and as a Tax Invoice.

If you are unable to locate your Online Order Confirmation, your purchase history can be accessed by logging in to your online Account. Rest assured, if you checked out as a guest you can retrospectively create an account with the email addressed used, and your purchase history will be visible to you there.

FOR PURCHASES MADE IN STORE
In an effort to reduce paper waste, a digital receipt is provided for all in store purchases. We suggest checking your email address for this, including spam and junk folders.

If you require a reprint of your receipt, it will be necessary to return in person to the store you purchased from. The in store Team are often able to locate your transaction in the system, and reprint a new receipt for you.

Please have the following information ready:

• Bank Statement featuring the transaction
• Email address used
• Date of purchase
• Total amount
• Items(s) purchased

In some instances, it is possible to return an item that was gifted to you.

You are welcome to return a gift, provided proof of purchase can be supplied, and any items being returned meet our Returns Policy.

RETURNING ITEMS PURCHASED ONLINE
A refund is automatically issued to the original payment method used. It is not possible to change the account the refund will be deposited to.

RETURNING ITEMS PURCHASED IN STORE
You will have the choice of an exchange, or store credit.

We offer a seamless returns process supported by Australia Post.

FIRST, CHECK OUR RETURN CONDITIONS
If you change your mind about any product in your online purchase, you can return it by post for a full refund, provided it meets the conditions outlined in our Change of Mind Returns Policy.

BOOK YOUR POSTAL RETURN
Then head to our Online Returns Portal to initiate a return. Take care when entering your order number and email address as both fields are case sensitive - order number can be found on your order confirmation. 

Provide a reason for the return, and purchase and print your $10 return shipping label. If you don't have access to a printer our returns label includes a QR code which can be scanned and printed at the Post Office for convenience.

PACK AND SEND YOUR RETURN
Take care to ensure all items being returned, and their packaging, arrive undamaged. 

Once packed in to a suitable mailer, affix the return label to the parcel, and drop it off at an Australia Post Office, being sure to obtain a lodgment receipt.

A returns tracking link will be emailed to you once your return is on its way to us.

CANCEL YOUR POSTAL RETURN
If you've arranged a returns label but have had a change of heart, we can cancel it and issue a refund for the label at your request.

Successful returns are refunded to your original payment method, once accepted by our warehouse.

TRACKING YOUR RETURN
A returns tracking link will be emailed to you once your return is on its way to us. You can also use the tracking link available on the Australia Post website to view the status of your return at any time.

PROCESSING AND REFUNDING YOUR RETURN
When we receive your return our Team will carefully unpack, inspect, and warehouse, all items.

Once the return is accepted, a refund will be issued within 5 business days to your original payment method, and you will receive confirmation of this via email.

Any initial or return shipping fees are non-refundable in the event you choose to return all or part of your order.

Our returns portal is case and character sensitive.

COMMON REASONS
We have strong data validation within our Online Returns Portal to prevent any errors during the processing of your return and refund. If your order isn't recognised, we recommend checking:

ORDER NUMBER
Must be entered without any character prefixes, such as hashes or dashes.

EMAIL ADDRESS
Take note of any capitalisation in the email address listed on your Order Confirmations, some devices will capitalise names when checking out. If this has occurred, your email address needs to be inputted in the returns portal, exactly as it was at checkout.

PURCHASE DATE
Orders being returned must have been purchased within the last 30 days.

If an item you've had for a while develops an issue, we can review it.

ITEMS PURCHASED ONLINE
Please submit your item for assessment via an email enquiry with "faulty product" as the request type, and our Team will assist you there. You will be prompted to provide proof of purchase and images of the item clearly showing the issue.

Once all required information is received, a faulty assessment is typically completed within 5 business days, with next steps communicated by email.

Additionally, for items purchased online, you are also welcome to visit us in store, where our store Team will conduct a prompt assessment for any faults. If the product is found to be faulty, we will offer a refund or exchange based on stock availability on the spot.

ITEMS PURCHASED IN STORE
Any products bought in store, including from our Store to Door service, must be returned directly to any of our stores with proof of purchase. Our store Team will conduct a prompt assessment for any faults. If the product is found to be faulty, we will offer a refund or exchange based on stock availability.