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.
A: We want your shopping with us to be hassle-free, so if you’ve got any questions at all, Contact Us and have a live chat with one of our brilliant customer service team.
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.
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 to have a chat to one of our Style Advisors?
Q: I’m not sure about size
A: Check out our size guide here for our sizings and a great fit.
Q: Help! I’m having trouble placing an order.
A: No problems! Contact Us and we’ll come to your rescue.
Q: Can I get something gift wrapped?
A: Not at the moment, but hopefully soon. Watch this space!
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.
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 Us. We’ll sort it, pronto!
Q: What if I change my mind about an item?
A: No problems, see our Returns and Exchanges page
Q: What currency is used at Glue Store?
A: All payments are charged at AUD$
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.
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.
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.
Q: What’s Glue Store’s online delivery policy
A: Please see our (Delivery Policy).
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 Us, and we’ll sort it straight away.
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 Us.
Q: If I’m shopping as a guest, can I still track my order online?
A: Yes, no problems – see above.
Q: Can I place an order online and collect it from a store?
A: Yes you can! It's super easy - click here for more info.
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.
Q: How long will my order take to arrive?
A: Your order should arrive to you within 3-5 business working days.
Q: Do parcels need a signature when they’re delivered?
A: In most cases parcels require a signature when they're delivered. We recommend choosing a delivery address that you're commonly at during business hours.
If there is nobody authorised to sign for your parcel, the delivery driver will either:
- a) leave the parcel in a safe place; or,
- b) leave a card notifying you of attempted delivery, and return the parcel to the nearest Australia Post for you to collect at your convenience
If you cannot find a parcel delivered by Australia Post, you can call them for further information on 13 11 18. Unfortunately Glue Store does not have authority to request this information on your behalf.
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.
Q: Do you deliver overseas?
A: Not at the moment, but we hope to very soon. Watch this space!
Q: Can I collect my order from a Glue Store?
A: Yes you can! It's super easy - click here for more info.
Q: How much does Click & Collect cost?
A: Click & Collect is a complimentary service, and incurs no delivery fees or extra charges. Even if we need to send an item to your chosen store for you, you won't be charged for the postage!
Q: What products are available for Click & Collect?
A: Click & Collect is available on most products site-wide. However, marked-down and sale items are not available for Click & Collect. If an item is available for Click & Collect, you will be able to choose a store on the product page.
Q: Which stores offer Click & Collect?
A: All Glue Stores are available for Click & Collect, with the exception of outlet stores.
Q: How do I know when my order is ready to collect?
A: You will receive an email and an SMS once your order is ready for collection in store. It could take up to one day for your order to be ready. We recommend you wait for your collection email and SMS before visiting your store.
Q: What do I bring with me when I collect my order from store?
A: To collect your order, you will need to show photo ID (such as a drivers licence) and proof of purchase (such as your order confirmation email or your collection notification SMS).
Q: Can somebody else collect my Click & Collect order on my behalf?
A: At present, only the name on the order can pick up Click & Collect orders.
Q: Can I change or cancel my Cick & Collect order?
A: Glue Store's standard returns policy applies to all Click & Collect orders. Unfortunately an order cannot be altered once it's placed. If you no longer want your items, or require changes, you will need to do so at your collection store once you've received your order confirmation email or collection notification SMS.
Q: How long are orders kept for collection?
A: All orders are kept in store for 7 days, upon which point they will be returned to the floor for sale. Customers will receive a pick-up reminder several days before cancellation.
Q: What happens if I can't collect within 7 days?
A: If you are unable to collect your order within 7 days please contact us so we can ensure that you receive your refund in a timely manner. A full refund will be issued via the original payment method. Please allow 5-7 working days for funds to be transferred. All uncollected orders will be cancelled and returned to the floor for sale.
Q: Can I return my Click & Collect item/s after collection?
A: Yes, all Click & Collect orders are treated as normal purchases, and adhere to the same returns policy.
Q: What if my order is damaged when I receive it?
A: It’s pretty unlikely, but should your order arrive damaged, please Contact Us and we’ll be right onto it!
Q: What if I’ve received an item I didn’t order?
A: Again, please Contact Us. We’ll sort it straight away.
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.
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 Us. Click here for our Returns and Exchanges policy.
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.
If you paid using AfterPay, or a credit/debit card, one of our store representatives can assist you with:
- - Exchange for another size, colour or style
- - Store credit
- - Refund
If you paid using PayPal, one of our store representatives can assist you with:
- - Exchange for another size, colour or style
- - Store credit
If you paid using PayPal and would like a refund, you will need to return your item(s) using the Returns Form.
Please see our Returns and Exchanges policy here for more details.
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.
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.
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.
Q: Help! I’m having trouble shopping online
A: No worries – just Contact Us and we’ll sort it for you.
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!
Q: How is my personal info used?
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.
Terms and Conditions
Q: Do you have online terms and conditions?
A: Yep – check ‘em out here.