FAQ

SHOP ONLINE

A: All orders that have been successfully placed will be accompanied by an order confirmation via email. This should come through within an hour from purchase and can sometimes land in the junk or spam folder so don't forget to look in there!

You can also find your order confirmation and the status of your order under your Account in the orders list.

If you didn’t receive this email, please let our Customer Service Team know so we can ensure that everything has been processed correctly.

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

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. Gift Cards are currently available in store only. 

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. Contact Customer Care and we will see if we can find one for you in another store. 

A:  Check out our size guide here for our sizings and a great fit.

YOUR ORDER

A: No problems! Contact Us and we’ll come to your rescue.

A: Not at the moment, but hopefully soon. Watch this space!

A: Of course you can, but please be aware that a tax invoice with the price you paid, will arrive with the gear.

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 (see our delivery times here), please Contact Us. We’ll sort it, pronto!

A: If you are not 100% satisfied with your product we'll usually offer an exchange or refund.

Returns are easy with Glue Store via our Returns Hub.

There are some standard conditions (the lawyers made us do it!). We recommend you read our full policy.

PAYMENT

A: All payments are charged at AUD$ - we only sell products within Australia. 

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.

A: Glue Store accepts PayPal which allows you to pay by credit card, or by a debit direct straight from your bank account. We now also offer Afterpay, Layby, Alipay & WeChatPay 

JOINING UP

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.

DELIVERY FAQS

A:  Please see our (Delivery Policy).

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.

A: If for some reason you haven’t got your order when you think you should, please Contact Us and we’ll be right onto it.

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.

A: Yes, no problems – see above.

A: Not at the moment, sorry. 

A:  We deliver free within Australia on all orders over $50! For orders less than $50 we charge a flat rate of $10 postage and handling. Please see our Delivery Policy for more details.

A: Your order should arrive to you within 3-5 business working days.

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.

A: Yep, no problems! Just order as per normal. If you have a foreign credit card, that’s fine.

A: Not at the moment, but we hope to very soon. Watch this space!

A: Sorry not at the moment. 

CLICK & COLLECT

A: Sorry Click & Collect is temporarily not available. You can Contact Us and we can locate styles in your closest store for you though. 

DELIVERY PROBLEMS

A:  It’s pretty unlikely, but should your order arrive damaged, please Contact Us and we’ll be right onto it!

A:  You guessed it, please Contact Us. We’ll sort it straight away.

RETURNS FAQS

A:  Easy – Contact Us and we’ll help you out. Click here for our Returns and Exchanges policy.

A:  Absolutely. Contact Us and we’ll sort it. Click here for our Returns and Exchanges policy.

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

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.

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 via Customer Care.

Please see our Returns and Exchanges policy here for more details.

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.

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.

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.

A:  Please Contact Us and we’ll get it sorted straight away. For more details, click here to see our Returns and Exchanges policy.

Customer Service: GETTING HELP

A:  No worries – just Contact Us and we’ll sort it for you.

A: Please contact Customer Care, who’ll do her or his best to help you, with a great alternative!

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

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, Afterpay, Layby, Alipay, WeChatPay and Paypal. 

TERMS AND CONDITIONS

A: Yep – check ‘em out here.

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