FAQ Topics

Important Notice: Our premises is now closed to the public. Pick Up orders are now suspended. For updates please vist our Our Help Section online here

 

Peak Season Delivery Lead Times
  • Melb Metro is 3 to 6 days
  • Melb Regional is 6 to 10 days
  • Sydney & Hobart-Canberra is 4 to 6 days
  • Central QLD is 6 to 10 days
  • North QLD & Perth is 9 to 14 Days
  • WA Regional 14 to 18 Days
  • All other locations 15 to 21 Days

The above lead times are estimates only. 

We cannot guarantee you will receive orders before Christmas.  We suggest you track your order closely and liaise directly with the courier for all tracking and courier escalations.

Our last day of dispatch for shipped orders is Thursday 19th December.  If you place an order after the 19th December, it will dispatch on 13th January. 

If you are going away, please be sure to make arrangements with the courier directly on whether changes need to be made to the ‘authority to leave’ permissions if you aren’t home.

Do you send out samples?

We do not send out samples. All products online can be individually purchased allowing customers to purchase their own samples.  

How is shipping calculated?

The shipping is automatically calculated based on the weight of your products and your postcode.  You will see the estimated freight charges as you continue through the checkout process.  You must have your shipping address correctly entered for the shipping calculator to work.  If you cannot get a shipping price you must fix and update your address.  More information about this can be found here https://glasswareimports.com.au/shipping/

Do you have a minimum spend?

Currently there is no minimum order. However please be mindful that sending one $2.00 jar will still acquire a minimum shipping charge. This will be determined in the checkout based on your location.

Can I pick up my order?

Yes, you can pick up.  This option is listed in the checkout process.  Pick up location is listed here on Contact Us Page 

Paid orders or Pay on Pick Up orders will be ready for collection next working day.

Same Day Order Placement & Pickup:

  • If placing an order on the same day as Pick Up, please allow minimum 4 hours from the time you place the order.  
  • You must also add a note to comment field during the Checkout Process advising what time collection will be, so the warehouse can have it ready for you. 
  • Failure to do this may result in long wait times at time of collection.

Upon collection you must provide:

  • Order Numbers must be presented at the time of collection.
  • Orders must be checked and signed for by the person collecting, confirming all goods are accurate and correct at the time of collection.

Important Notice: Glassware Imports does not accept any responsibility for order discrepancies once pick up orders have left the premises.   If there are any order discrepancies after the product has left the premises, a claim will need to be lodge. Please refer to Claim Process for more information.

 

 

What is the estimated delivery times?

Please refer to details listed under our Shipping Policy.

Do I need to take out shipping insurance?

Shipping Insurance (only available for deliveries within Australia)

This is not mandatory. This is your choice. We do our very best to ensure orders leave our premises in secure and well packed parcels to minimize all possibility of breakages, but there is no way we can guarantee this when orders are shipping across Australia.  Shipping insurance is calculated at 3% of total order cost.  By taking out Shipping insurance you are automatically covered for any breakages in transit or lost orders. 

If the product is damaged during delivery and you have not elected to apply insurance cover during Checkout, then Glassware Imports is under no obligation to credit, replace or refund damaged items.  If insurance protection is selected, upon receipt of proof of damage, Glassware Imports will apply a credit coupon to your user account, or if specifically requested we will provide a refund accordingly.  In the case of lost orders, we will dispatch your order in our next cycle.

For more information about this policy link here 

Do you ship to PO Boxes?

No we dont ship to PO Boxes via Australia Post.

What are your payment options?
  • Secure Tyro gateway for Visa Card, Master Card & American Express.  (Merchant payment fee of 1% applies)
  • Pay via Direct Deposit (Funds Transfer)
  • Payment via PayPal – Merchant payment fee of 1% applies.
  • Pay via Cash or Card on Pick Up
Can I pay on pickup?

Yes, but only if you have selected to Pay On Pickup with Cash or Card. This is a payment option during the checkout process.

Can I come and view your products?

Yes we have a fabulous showroom. You can come in and view products during our trading hours and even buy products straight off the shelf in Our Live In Spirit shop.

Full details on Contact Us Page

Weekdays 9am to 330pm 

Saturday 9:00am to 1:00pm

  • Online store is 24/7
  • Customer Service is 24/7 via email to info@glasswareimports.com.au
  • Customer Service via phone 9am to 3pm weekdays
What are your trading hours?

Trading details – Full details on Contact Us Page

Weekdays 9am to 330pm 

Saturday 9:00am to 1:00pm

What are the wicks sizes and wax volume for jars?

We do not provide this information because professional candle makers design the candles specifically to their requirements.  You will need to determine these things for yourself.  You can use the total volume size of the container and the following wick chart as a starting point.

Selecting the best wick size for specific jars is something we encourage the candle maker to determine, because when fine-tuning a candle burn, wick size can change according to wax and fragrance type and volume. Below is a ‘Wick Guide’ you can use as a starting point.

CDN 6 – Burn Diameter 45-50mm

CDN 16 – Burn Diameter 70-75mm

CDN 7 – Burn Diameter 50-55mm

CDN 18 – Burn Diameter 75-80mm

CDN 8 – Burn Diameter 55-60mm

CDN 20 – Burn Diameter 80-85mm

CDN 10 – Burn Diameter 60-65mm

CDN 22 – Burn Diameter 85-90mm

CDN 12 – Burn Diameter 65- 70mm

CDN 24- Burn Diameter 90-95mm

CDN 14 – Burn Diameter 65- 70mm

CDN 26 – Burn Diameter 95-100mm

 

 

Do you ship internationally

Shipping internationally via Air is very expensive.  International Shipping cost can be calculated in the checkout once your full shipping address is entered.

Shipping Insurance is not available or applicable for International Orders.

Any advertised shipping promotions are not valid for International Orders.

You will be responsible for any of your local Taxes and Custom Import Duties if required. Only Shipping charges will be provided in full at the time of checkout.  Our shipping rates do not includes any of your local import duties or taxies. 

Payment via PayPal Only:

We only accept payment via PayPal for international orders.

Organise your Own Freight:

It is often more economical for you to organise your own air freight. This is the only way you can get shipping insurance for your orders. Just select ‘Pick Up’ in the checkout and request weight and dimensions in the comment field during checkout. We will email these details to you and you can organise your preferred carrier.

For large pallet size orders – Select Pick Up in the checkout:

We suggest you engage with your own freight forwarder to quote pallet shipping via sea. 

Eg 1008pcs  = 21 cartons  = 102 x 100 x 150cm (h) = 500kg.

Can I buy products directly from your premises?

Yes you can but you still need to place an online order at the time of purchase.  You can do this from your SmartPhone or from our customer iPad terminal.  Once you’ve placed your order, you can wait for it to be picked and packed. On busy days (ie Saturday) this can be up to a 20 minute wait.

Alternatively, you can purchase Glassware Imports products off the shelf from the  Live In Spirit onsite store but pricing may differ as this is a separate business.  Live In Spirit does not price match.  If you what web specials you must place your order via the website.  Live In Spirit sometimes has it’s own specials that are sometimes only available in-store.

Can I wash my jars?

GLASS WASHING
Do not wash any coloured jars/glasses in any automated washing system, with any detergents or chemicals, or by submerging in water of any kind. If glasses are to be washed, we recommend testing the washing method to ensure no damage will occur in the process. We recommend using a polish cloth or air gun to remove any debris that may be present.  Glassware Imports takes no responsibility for damage caused in the process of washing or cleaning glasses.

Do you have Wholesale Accounts?

Yes we do, more information can be found here

Trade Account v2

Do you offer further volume discounts?

We do not further discount web stock unless we are over stocked or unless we are running a specific promotion. We can only provide further discounts on items when they are pre-ordered in bulk in advance.  This means when we order your ‘quantity’, over and above our web allocated stock. 

If we start to discount web allocated stock it becomes impossible for us to manage stock availability and it causes items to go out of stock sooner than anticipated, which means it takes us a lot longer to restock and this ultimately upsets many customers.

To Pre-order the following guidelines apply:

  • Minimum order quantities apply per size per colour (usually starting at 1500pcs)
  • 40% deposit on order
  • 60% remaining 2 weeks prior to arrival.
  • Timelines for availability can be anywhere from 10 to 16 weeks from receipt of deposit, because there are many manufacturing & logistic dependencies which change at different times throughout the year.

Let us know if these guidelines are feasible and you would like us to proceed to quote by emailing info@glasswareimports.com.au