Need to contact
Glassons
and make sure they reply?

Ajust helps you reach the right
Glassons
team, follow up, and get a real reply fast.

Contact
Glassons
Now
80% Success
30X Faster
2X Better Results
Reviwed by Thomas Kaldor
Last updated
April 2, 2026
AI-assisted and reviewed for accuracy. Something out of date? Let us know.

Table of Contents

Table of Contents

Glassons
customer support overview

Glassons is a New Zealand-founded women's fashion retailer operating around 36 stores across Australia, plus an online store serving Australian, New Zealand, and international customers. The brand is owned by Hallenstein Glasson Holdings Limited and offers customer support seven days a week through multiple channels.

  • Phone support: Toll-free Australian line on 1800 838 448, available Monday to Sunday
  • Email: Two dedicated addresses for general and order-specific enquiries
  • Online contact form: Available via the Glassons Contact Us page
  • Social media: Direct messaging through Instagram and Facebook Messenger
  • In-store: Approximately 36 locations across Australia
  • Customer satisfaction: Mixed reviews — 2.3/5 on Trustpilot (96 reviews) and 2.4/5 on ProductReview.com.au, with praise for affordable pricing and on-trend styles but recurring frustrations around returns and product quality

Common
Glassons
 customer issues and complaints

Return and Exchange Difficulties

  • Customers report strict enforcement of tag and condition requirements, with some feeling their claims are not fairly investigated
  • Sale items face particularly rigid policies. Some shoppers have been refused exchanges even when sizing information was inaccurate on the website

Sizing Inconsistencies

  • Online shoppers frequently find that garment measurements do not match the sizing information listed on the Glassons website
  • This leads to items that do not fit as expected, with limited recourse on sale purchases

Product Quality Concerns

  • Reports of extreme shrinkage after washing and general durability issues are common across review platforms
  • Some customers feel the quality does not justify the price point, even at Glassons' affordable range

Inconsistent In-Store Service

  • Customer experiences vary significantly by store location and individual staff member
  • Some outlets receive complaints about dismissive service, while other stores earn praise for friendly, above-and-beyond assistance

Delivery and Packaging Issues

  • Online order complaints include delivery address errors, items arriving poorly packaged, and same-day delivery not arriving as promised
  • Customers report difficulty recovering the delivery surcharge when express or on-demand shipping fails

How to contact
Glassons
customer support

Phone Support

  • Number: 1800 838 448 (toll-free within Australia)
  • Hours: Monday to Friday, 7:00am–5:00pm AEST; Saturday and Sunday, 7:00am–2:30pm AEST
  • Tip: Calling during weekday mornings typically avoids the busiest periods

Email

  • General enquiries and gift card issues: help@glassons.com
  • Shipping, delivery, returns, and product issues: webadmin@glassons.com
  • Allow a few business days for a response during peak sale periods

Online Contact Form

Social Media

  • Send a direct message via Instagram (@glassons)
  • Message via Facebook Messenger on the Glassons Facebook page
  • Social channels can be effective for quick questions, though complex issues may be redirected to email or phone

In-Store Assistance

  • Visit any of the approximately 36 Glassons stores across Australia
  • Use the store locator on the Glassons website to find your nearest location
  • In-store purchases must be returned in-store - they cannot be posted to the distribution centre

Self-Service FAQ

  • Browse the Glassons FAQ hub covering delivery, returns, shopping, technical issues, and contact details

Glassons
key customer policies: refunds, returns, cancellations and more

Returns

  • Items can be returned within 30 days of delivery in new, unworn condition with all tags and hygiene stickers attached
  • Swimwear, underwear, bodysuits, and earrings are only returnable if purchased online and all conditions are met
  • "Final Sale" items cannot be returned or exchanged
  • Full details on the Glassons returns FAQ page

Refunds

  • Returned items are inspected and processed within 5 business days of receipt
  • Australian customers should allow up to 14 working days for the refund to appear; international orders may take up to 30 days
  • Gift card purchases are refunded to the original gift card first

Shipping and Delivery

  • Free standard shipping on Australian orders over $60; $6.95 for orders under that threshold
  • Estimated delivery: 1–3 days (NSW), 2–4 days (VIC, SA), 2–3 days (QLD), 5–7 days (WA), 3–5 days (TAS), 3–6 days (NT)
  • On Demand same-day delivery available for select Sydney Metro postcodes at $14.99 (orders placed before 1pm)
  • Click and Collect available for $1.95, ready in 1–3 days post-dispatch

Faulty Items

  • If an item is confirmed faulty, Glassons will refund the return postage cost
  • Contact customer service via phone or email to initiate a faulty item claim
Table of Contents

Glassons
 complaints submitted through Ajust

Recent experiences with
Glassons
customer service

A customer reported purchasing an item that developed a fault, but the return was refused by a customer service manager who accused her of causing the damage - without investigating the defect. No escalation pathway was offered.

A customer visited a Glassons store to return an item but staff could not locate the purchase in their system. After contacting head office directly, the issue was resolved quickly.

A customer praised a staff member who went above and beyond to help source swimwear, arranging transfers between store locations to find the right items during a busy period.

Official
Glassons
Customer Service Links & Contact Information

Glassons
Contact FAQs

What is the fastest way to contact Glassons customer support in Australia?

The fastest way to reach Glassons in Australia is by calling their toll-free number 1800 838 448 during weekday mornings when call volumes are typically lower. Phone support runs seven days a week, with extended hours on weekdays from 7:00am to 5:00pm AEDT. For quick, non-urgent questions, sending a direct message through Instagram or Facebook Messenger can also get a response.

Can I return a sale item to Glassons if the sizing was wrong?

Glassons applies stricter return conditions to sale items, and some customers have been refused exchanges even when website sizing was inaccurate. Standard returns require items to be unworn with all tags attached within 30 days of delivery. If you believe the sizing information was misleading, you may still have rights under Australian Consumer Law for products that do not match their description, so it is worth raising this directly with Glassons customer service.

How long does a Glassons refund take to appear in my account?

Glassons refunds typically take up to 14 working days to appear for Australian customers after the returned item has been received and inspected. The inspection and processing stage itself takes around 5 business days from when your return arrives at the distribution centre. International orders can take up to 30 days, and purchases made with a gift card are refunded back to the original gift card rather than your bank account.

What should I do if Glassons refuses my return on a faulty item?

If Glassons refuses a faulty item return, escalating beyond the store or initial customer service contact can lead to a better outcome. Real customer experiences show that contacting Glassons head office directly has resolved disputes that store-level staff could not. Under Australian Consumer Law, retailers must provide a remedy for products with a major fault regardless of their store return policy, so referencing your consumer rights when escalating can strengthen your case.

You’ve already wasted time trying to contact
Glassons
.

Let us help you take the next step, and finally get a real response.

Escalate your case now