Had an issue with

Glassons

? Get a real response.

Glassons complaints can be raised through several official channels, so if one route is slow you can switch without losing momentum.

Choose the channel that best fits your issue

• Online contact form (best for a tracked written complaint): Use the official form and pick the category that matches your problem (delivery, returns, order changes, etc.): Glassons contact form.
• Phone (best for urgent issues): Call the Glassons contact number for your country - AU: 1800 838 448 or NZ: 0800 GLASSONS (hours are published in their contact FAQs).
• Email (best for photos/attachments):
  
  • For wrong or missing items, email help@glassons.com and include your order number plus photos. Glassons’ FAQs say they aim to resolve these within 24 hours.
  • For faulty items on online orders, the returns form directs customers to contact webadmin@glassons.com or phone AU/NZ during business hours.
• Returns and refunds complaints: Start with official return documentation so your request lands in the right workflow:
  
  • Glassons online returns form
  • Returns policy
  • Returns portal (where offered): returns.glassons.com
• In-store complaints: If the issue happened in store (service problems, refunds/exchanges with receipt), bring the item to a store. Glassons’ guidance says in-store purchases must be returned in store (not to the distribution centre). Use the store locator.
• App-based help (optional): If you use the app, Glassons still promotes support via help@glassons.com,but keep your receipt/order confirmation saved separately as well.

Glassons publishes specific expectations for common complaint categories, which helps you set realistic timelines and know when to follow up.

Delivery and tracking

• Dispatch is typically within ~24 hours, but Glassons notes it can take longer during sales/promotions.
• Tracking is provided once the order is dispatched, which is why chasing early is usually most effective if you don’t receive Glassons delivery tracking after the dispatch window.
• Glassons publishes estimated delivery windows by Australian state/region (standard vs express) and notes deliveries are sent via Australia Post, often with “authority to leave,” and they can’t be delivered to Parcel Lockers.

Returns and refunds

• Glassons states you generally have 30 days from receipt/delivery to return items with proof of purchase, subject to hygiene and final-sale exceptions.
• Posted returns can take up to 14 days to arrive depending on location/postal service; they recommend tracked postage and note the return remains the purchaser’s responsibility until received.
• Once received, Glassons states it inspects and processes returns within 5 business days.
• If you don’t receive a refund within 14 working days (AU/NZ) of posting (or 30 days for international), Glassons’ FAQs instruct you to contact Customer Service and say they’ll endeavour to respond within 48 hours (with delays possible during promotional periods).

Order issues (wrong/missing items)

• Glassons’ FAQs say to email help@glassons.com and they aim to resolve “wrong item/missing item” issues within 24 hours.

Common themes reported across reviews and forums include:

• In-store service disputes: customers describe issues with tone, feeling dismissed, or needing escalation when staff don’t agree an item is faulty.
• Sizing and measurement disagreements (online): complaints that measurements don’t align, sometimes leading to requests for extra proof (e.g., photos with tape measures) before approving returns/exchanges.
• Quality concerns: pilling, seams, buttons, or garments not lasting as expected.
• Returns friction: frustration when expectations clash with policy rules like the 30-day window, hygiene/final-sale exclusions, and the “in-store purchases must be returned in store” limitation.
• Tracking/system gaps: reports of missing tracking numbers or needing to chase support to move an order along, especially during promotions.