FAQ

• Oops! I've changed my mind

  We've all been there. You thought you found the perfect thing, and now... well, you're not feeling it any more. That's ok! You can exchange anything up to 30 days from the purchase date.

  If you're close to a store, why not head in to see if there's anything else that takes your fancy. If you don't have a local Glue Store, get in touch with our online team to arrange a swap for something better, or a store credit to spend at your leisure.

  There are a few things to keep in mind if you need to return something:

  • We ask that goods are returned in an unworn, original condition and all original tags are attached and/or are in their original packaging.
  
  
  • Any item presented for return or exchange needs to be accompanied with its proof of purchase. If you bought your item online, the proof of purchase will normally be in the form of an email from Glue Store.
  
  
  
  • If you arrange the return or exchange directly with our online store, you'll have to pick up the postage charges. Alternatively, if you wish to avoid a courier fee please visit your nearest Glue Store.
  
  
  • There are some things that we cannot accept for return or exchange. Our Health & Hygiene policy means we cannot accept cosmetics, underwear, swimwear or some jewellery (unless it is faulty). Non-merchandised items, such as gift cards and event tickets, are not eligible for return either.
  
  
  • Check out our full returns policy for all the deets.
• Eek! My item doesn't fit

  Oh no! Sometimes when you shop online your item arrives and it doesn't fit quite right. If this has happened to you, don't stress - you have 30 days to organise an exchange for a better fit!

  If you're close to a store, why not head in to see if you can try on another size and make your exchange with confidence. If you don't have a local Glue Store, or you're pretty sure you know what size you need, you can get in touch with our online team to arrange a swap.

  If we don't have the right item for you to swap with, you can still return your ill-fitting item and we'll simply swap it for an online store credit for you to spend at your leisure.

  There are a few things to keep in mind if you need to exchange something:

  • We ask that goods are returned in an unworn, original condition and all original tags are attached and/or are in their original packaging.
  
  
  • Any item presented for exchange needs to be accompanied with its proof of purchase. If you bought your item online, the proof of purchase will normally be in the form of an email from Glue Store.
  
  
  • If you arrange the return or exchange directly with our online store, you'll have to pick up the postage charges. Alternatively, if you wish to avoid a courier fee please visit your nearest Glue Store.
  
  
  • There are some things that we cannot accept for return or exchange. Our Health & Hygiene policy means we cannot accept cosmetics, underwear, swimwear or some jewellery (unless it is faulty). Non-merchandised items, such as gift cards and event tickets, are not eligible for return either.
  
  
  • Check out our full returns policy for all the deets.
• Help! My item is faulty

  Remain calm, we got this! In the unlikely event that an item is faulty, we will do everything according to your statutory rights and warranty to get it all sorted out for you. Depending on the individual circumstances we will repair, replace or provide a refund on the faulty item.

  Don't worry about return postage charges either. In the event that an item is faulty, we will cover the cost of posting the item back to us. Please contact us first so we can arrange this for you.

  Just get in touch with our online team, or visit your nearest store, and we'll take care of everything for you.

• How do I return in store?

  Most of our online customers have a store nearby, and visiting a store can take away a lot of the stress and uncertainty of an exchange or return by mail.

  Refunds can only be issued in the same form as the original payment, and the same credit or debit card must be present at the in-store Point Of Sale. At this stage our stores are not able to issue refunds if your payment method was PayPal, but will gladly assist you with an exchange or store credit.

  You have 30 days from the time of purchase to head to one of our stores, but there are a few other things we'd like you to keep in mind:

  • We ask that goods are presented in an unworn, original condition and all original tags are attached and/or are in their original packaging.
  
  
  • Any item presented needs to be accompanied with its proof of purchase. If you bought your item online, the proof of purchase will normally be in the form of an email from Glue Store.
  
  
  • There are some things that we cannot accept for return or exchange. Our Health & Hygiene policy means we cannot accept cosmetics, underwear, swimwear or some jewellery (unless it is faulty). Non-merchandised items, such as gift cards and event tickets, are not eligible for return either.
  
  
  • Check out our full returns policy for all the deets.
• How do I return by post?

  It's easy! Simply download the returns form here, and send the item/s back within 30 days of purchase.

  Once we receive your return we will process your refund, or we'll be in touch to arrange an exchange. Returns are processed on a "first come, first served" basis, and your refund should be processed within 7 working days during normal operating periods.

  There are a few things to keep in mind if you need to return something:

  • We ask that goods are returned in an unworn, original condition and all original tags are attached and/or are in their original packaging.
  
  
  • Any item presented for return or exchange needs to be accompanied with its proof of purchase. If you bought your item online, the proof of purchase will normally be in the form of an email from Glue Store.
  
  
  • If you arrange the return or exchange directly with our online store, you'll have to pick up the postage charges. Alternatively, if you wish to avoid a courier fee please visit your nearest Glue Store.
  
  
  • There are some things that we cannot accept for return or exchange. Our Health & Hygiene policy means we cannot accept cosmetics, underwear, swimwear or some jewellery (unless it is faulty). Non-merchandised items, such as gift cards and event tickets, are not eligible for return either.
  
  
  • Check out our full returns policy for all the deets.
• How long does a refund or store credit take?

  Returns are processed on a "first come, first served" basis, and your refund should be processed within 7 working days during normal operating periods.

  Once our online team has processed your refund, it will be returned to your nominated bank account within 3 business days. If it’s not there after this time, please get in touch with your bank to find out if there's a hold up.

  To receive a store credit you will need to have an existing online account with Glue Store, which you can create here. Please allow up to 3 business days for your store credit to be applied.

• Have you received my return?

  Please allow up to 14 business days for our Online team to recieve your return.

  If it has been more than 14 business days since you sent your return to us, and you still have not received confirmation from us that we have recieved it, please follow up with the company you used to deliver your goods to confirm its status.

  When contacting our Online team ensure you have any relevant reference and tracking numbers on hand.

• Can I still return my item after 30 days?

  We assess all returns on a case-by-case basis, however because we are a "Fast Fashion" retailer we are usually unable to accommodate a return or exchange after 30 days.

• What is Glue Store's returns and exchange policy?

  You can return your item for exchange, refund or store credit voucher within 30 days of original purchase. This applies to full-price and sale merchandise, purchased online at www.gluestore.com.au or one of our retail stores.

  Either return to your local Glue Store or Contact Us to receive your returns slip. Affix the returns label to the outside of your parcel and once the return has been received, a replacement product will be located and shipped. If you wish to discuss your return please Contact Us.

  If goods are faulty, wrongly described or different from a sample shown, you have the wrong size or it's just not what you had imagined, contact the online team and they will help make it all OK again!

  Item Condition: We ask that goods are returned in an unworn, original condition and all original tags are attached and/or are in their original packaging.

  Proof of purchase: Any item presented for return or exchange needs to be accompanied with its proof of purchase. If you bought your item online, the proof of purchase will normally be in the form of an email from Glue Store. If you purchased in-store, you would have been given a receipt at the point of sale.

  Our Health & Hygiene policy means we cannot accept cosmetics, underwear, swimwear or jewellery unless it is faulty. Non-merchandised items, such as gift cards and event tickets, are not eligible return.

  Faulty or incorrectly described items: Faulty or incorrectly described goods will be repaired, replaced or refunded according to the statutory rights of the customer, and in line with the warranty policy.

  Refund Transactions: Refunds will only be issued in the same form as the original payment. For in-store EFT transactions, the same cards must be present at POS.

  Store Specific Conditions: Currently in-store purchases cannot be returned to the online store, however the online customer service team will be more than happy to assist you with your purchase where possible!

  Online Specific Conditions: 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 decide that you would like to post it back to our online store, you'll have to pick up the postage charges. Of course, if an item happens to be faulty or we have sent you the wrong thing then Glue Store will cover the cost of posting the item back. If the order was placed incorrectly by yourself you will be charged the return courier fee. Alternatively, if you wish to avoid a courier fee please visit your nearest Glue Store for a refund.

• Check out our full returns policy for all the deets.

If you feel that your return falls outside of our policy, then you will need to Contact Us to confirm if your return can be accepted.