Shop Online

Q: How do pre-orders work?
A: When our buying team discover an item that's going to be especially hot, we'll post it on the website in advance, along with details of when it’ll be in stock. To make sure you don’t miss out, you’ve got the option of ordering and paying for it ahead of time. We’ll email you the moment it arrives, before sending it straight out to you.    

Q: Questions?
A:  We want your shopping with us to be hassle-free, so if you’ve got any questions at all, have a live chat with one of our brilliant customer service team, email us or call us today on (02) 9256 8490.

Browsing and choosing your gear

Q: Can I buy a gift card?
A: Yes! For birthdays, Christmas, anytime. A gift card from Glue Store makes the perfect present for your boyfriend, girlfriend, sister, brother, best bud –  whoever! He or she will be stoked. 

We’ve got two great gift card options for you to choose from. If you're in a rush we can email an electronic gift card straight to her/him. Or we can send out a physical card by post. Either way, it’s quick, easy and sure to be a big hit!

Buy a gift card to be posted here. Currently, these can only be redeemed in-store.

Buy an e-gift card here. Currently, these can only be redeemed online.

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Q: My item’s sold out – what can I do?
A:  We do our best to keep up with demand, but unfortunately sometimes something’s just too popular! Since we focus on what’s hot right now, our great threads are only available while stocks last. For a great alternative, why not have a chat to our Style Advisor

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Q: I’m not sure about size
A:  Check out our size guide here for our sizings and a great fit.

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Your order

Q: Can I order something over the phone?
Yes, call our friendly Customer Service team on (02) 9256 8490 and they’ll place your order

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Q: Help! I’m having trouble placing an order.
A: No problems! Talk to one of our helpful customer service team on Live Chat, drop us an email, or call (02) 9256 8490 and we’ll come to your rescue.

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Q: Can I get something gift wrapped?
A: Not at the moment, but hopefully soon. Watch this space!

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Q: Can I send something as a gift?
A: Of course you can, but please be aware that a tax invoice with the price you paid, will arrive with the gear.

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Q: What if my order doesn’t arrive, or I don’t receive an order confirmation email?
A:  If for some reason you don’t receive an email confirmation after placing your order, or your order isn’t delivered when you’re expecting it (Delivery Page), please contact one of our brilliant customer service team on Live Chat. Alternatively you can email us, or give us a call on (02) 9256 8490. We’ll sort it, pronto!

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Q: What if I change my mind about an item?
A: No problems, see our Returns and Exchanges page

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Payment

Q: What currency is used at Glue Store?
A: All payments are charged at AUD$

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Q: Is it safe to use my credit card on your site?
A: We do our utmost to ensure that every credit card transaction is secure. Glue Store uses a RapidSSL CA SSL certificate from GEO Trust Inc for extra security. This is a high-grade Encryption key (Camellia-256, 256 bit encryption key) that ensures your payment and personal info remains secure during your payment.

When you’re shopping online we give you the option of saving your credit card details, to make things quicker next time you shop with Glue. Your details are securely stored at Eway (our payment partner), which is PCI DSS compliant (geek speak meaning your credit card details are totally safe and secure!!) Click here to view the PCI DSS certificate.

Your credit card info definitely can’t be accessed by any third parties. You can also delete any saved credit cards by logging into Your Account.

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Q: Can I still order online if I don’t have a credit card?
A: Glue Store accepts PayPal which allows you to pay by credit card, or by a debit direct straight from your bank account.

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Joining up

Q: Do I need to join up with Glue Store to place my order?
A: No, you can buy your gear online as a guest customer, but it makes a whole lot of sense to join up with us!

We have all your info (safe and secure) ready and waiting for when you next want to order – you don’t have the hassle of re-submitting delivery address, credit card details etc.

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Delivery FAQs

Q:  What’s Glue Store’s online delivery policy
A:  Please see our (Delivery Policy).

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Q:  How do I know you’ve received my order?
A:  A printable confirmation page will of course pop up as soon as your order has gone through. Plus you’ll receive a confirmation email. In the rare event that you don’t, please contact our Customer Service Team on Live Chat, email us or call us on (02) 9256 8490, and we’ll sort it straight away.

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Q: What if I haven’t received my order yet?
A: If for some reason you haven’t got your order when you think you should (Delivery Information), please contact our helpful Customer Service Team on Live Chat, email us or call us on (02) 9256 8490 and we’ll be right onto it.

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Q:  Can I track my current order online?
A:  You’ll receive another email when your gear has been dispatched, so you know you’ll be enjoying them very soon! The email will have a tracking number and a link to the parcel tracking service direct with Australia Post. If you’ve got any questions, please contact our brilliant Customer Service Team on Live Chat , email us or call us on (02) 9256 8490.

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Q: If I’m shopping as a guest, can I still track my order online?
A: Yes, no problems – see above.

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Q: Can I place an order online and collect it from a store?
A: Not yet, but you’ll be able to before too long. Watch this space!

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Q: How much will delivery cost me?
A:  We deliver free within Australia on all orders over $75! For orders less than $75 we charge a flat rate of $10 postage and handling. Please see our Delivery Policy for more details.

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Q: How long will my order take to arrive?
A: Your order should arrive to you within 3-5 business working days.

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Q: Do parcels need a signature when they’re delivered?
A: Yes, all parcels received need a signature when they’re delivered. If there’s no one authorised to sign, the delivery driver will leave a card and the parcel will be returned to the nearest Australia post for you to collect.

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Q: I live overseas but I want to send my order to an address in Australia. Can do?
A: Yep, no problems! Just order as per normal. If you have a foreign credit card, that’s fine.

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Q: Do you deliver overseas?
A: Not at the moment, but we hope to very soon. Watch this space!

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Q: Can I collect my order from a Glue Store?
A: Not yet, but you will be able to soon. Watch this space!

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Delivery problems

Q: What if my order is damaged when I receive it?
A:  It’s pretty unlikely, but should your order arrive damaged, please contact our helpful Customer Service Team on Live Chat, email us or call us on (02) 9256 8490 and we’ll be right onto it!

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Q: What if I’ve received an item I didn’t order?
A:  Again, please contact our Customer Service Team , email us or call us on (02) 9256 8490. We’ll sort it straight away.

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Returns FAQs

Q:  How do I return something I don’t need anymore?
A:  Easy – contact our brilliant Customer Service team on Live Chat, email or call us on (02) 9256 8490 and we’ll help you out. Click here for our Returns and Exchanges policy.

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Q:  Can I return a Glue Store item that’s been sent to me as a gift?
A:  Absolutely, as long as you keep the tax invoice that comes with the parcel. Contact our helpful Customer Service team, email or call us on (02) 9256 8490 and we’ll sort it. Click here for our Returns and Exchanges policy.

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Q:  Can I return something that I’ve bought online to a Glue Store?
A: If you paid online with your credit card, you can simply return the product to any retail Glue Store, or post it back to us. If you used PayPal for your purchase, we can only process refunds and exchanges by mail. If you decide that you’d like to post it back to our online store then you’ll have to pick up the postage charges. Of course, if an item happens to be faulty, or we’ve sent you the wrong thing, then Glue Store will pick up the costs of posting it back. Click here for our Returns and Exchanges policy.

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Refunds and Exchanges

Q: What happens with refunds and exchanges?
A: If you’ve bought your item online and are not 100% satisfied with it, we’ll gladly offer you an exchange. Or, if you paid full price you can also choose a full refund. We just ask that goods being returned are in unworn, original condition, with all original tags attached. Please contact our helpful Customer Service team, email us or call us on (02) 9256 8490. Click here for our Returns and Exchanges policy.

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Q: What about refunds and exchanges in-store?
A:  Same deal as above. We’re always happy to exchange or refund at any Glue Store store within 30 days of you receiving the item. Any item being returned must be in the same unworn, original condition it was purchased in, including its original tags attached. Get in touch with our helpful online Customer Service team and they’ll sort it for you. Alternatively, you can return or exchange your item at any Glue Store. Please see our Returns and Exchanges policy here for more details.

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Q: How will I be refunded if I return an item?
A: If your refund is processed by our Customer Service team, it’ll be returned to the same account that was listed on your order – for example, into your credit card account. Please see our Returns and Exchanges policy here for more details.

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Q: How long will it take to receive my refund?
A:  Once our Customer Service Team has processed it, your refund will be returned to your nominated bank account within 3 working days. If it’s not there after this time, please call your bank to find out why. Please see our Returns and Exchanges policy here for more details.

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Q: Are there any items I won’t be able to return?
A:  Sorry, but there are some things we can’t accept for return or exchange. Our Health and Hygiene Policy means we can’t accept underwear, swimwear or jewellery unless it’s faulty. Non-merchandised items, such as gift cards and event tickets, are also not eligible for return. Please see our Returns and Exchanges policy here for more details.

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Q: My item is faulty. What should I do?
A:  Please contact our Customer Service Team on Live Chat, email us or call us on (02) 9256 8490 and we’ll get it sorted straight away. For more details, click here to see our Returns and Exchanges policy.

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Customer Service

Getting Help

Q:  Help! I’m having trouble shopping online
A:  No worries – just speak to one of our helpful Customer Service Team on Live Chat, email us, or call us today on (02) 9256 8490 and we’ll sort it for you.

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Q: What if I can’t find something I’m looking for on the website?
A: Please contact our savvy Style Advisor, who’ll do her or his best to help you, with a great alternative!

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Q:  How is my personal info used?
A:  We’ll only ever use your personal information when it’s necessary for carrying out our service to you our customer. For more details see our Privacy Policy here

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Q: Are my details secure with Glue Store?
A: Glue Store uses a RapidSSL CA SSL certificate from GEO Trust Inc for extra security. This is a high-grade Encryption (Camellia-256, 256 bit encryption key) that ensures your payment and personal information remains secure during your payment.

When you’re shopping online we give you the option of saving your credit card details, to make things quicker next time you shop with Glue. Your details are securely stored at Eway (our payment partner), which is PCI DSS compliant (geek speak meaning your credit card details are totally safe and secure!!) Click here to view the PCI DSS certificate Your credit card info definitely can’t be accessed by any third parties. You can also delete any saved credit cards by logging into Your Account.

Our range of payment methods include Visa, Mastercard, Amex, Diners and Paypal. Click here for more information.

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Terms and Conditions

Q: Do you have online terms and conditions?
A: Yep – check ‘em out here.

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