Help Section

 
                                  

 Most Common Queries  

Summer Holiday Closure: This year we are closing for the festive season on

  • Last Day Dispatching Orders – Friday 19th December 2025
  • Last Day Trading for CLick & Collect – Saturday 20th December 2025. 
  • First Day Normal Trading – Monday 5th January 2026.

Our online store will remain open for order placement, however we will not be processing or dispatching orders until our return on the 5th January.

Click & Collect is now available. Place order online and pay, then please wait until you receive ‘order ready’ confirmation email before coming to collect to avoid disappointment.  Approximate lead-time is minimum 4hrs but up to 24 hours for processing.

Showroom: The Showroom is open for visits during our trading hours.   You can place an order via ipad in showroom or via your phone. Wait time can be minimum 15 minutes to 30 minutes to process orders during peak season conditions.

Online Orders – All orders must be prepaid prior to collection or shipping

Shipping/Order Processing Leadtimes: Currently it’s 1 day for processing and shipping orders. 

No Order Additions/Changes/Fast Tracking: We are unable to Modify, Add To, Fast Track or Change orders once they are submitted and paid. No exceptions.

The onsite Live In Spirit shop will not re-open. It is now permanently closed. We can only accept online orders.

Customer Service Our preferred method of service is via email. Forward all queries to info@glasswareimports.com.au. Our email service desk operates Mon – Fri from 8am to 330pm.  If your query does not relate to any of the above, we will aim to respond via email within 3 hours or next business day.

Thank You

We apprecaite your business and are working vigorously to fulfil orders in a timely manner.  Thank you for your support and trusting us with your business needs.

We appreciate your business.

Website User Guide

Everything you need to know about accounts or purchasing with us can be reviewed on the following links.  Please kindly review detail on these links as this will answer all your questions.

Courier Tracking & Escalation

When your order dispatches, all customers receive tracking information via email. Please be sure to check your SPAM/JUNK mail folders. It’s up to you to track your own order and liaise directly with the carrier for updates and information.

We only step in and assist further after you’ve made a direct attempt to do so directly with the carrier.  To step in any sooner as a third party to tracking situations only causes additional delays, because as a third party and not the direct receiver, it’s very difficult for us to answer specific questions.

More information about Tracking and Order Escalation is here https://glasswareimports.com.au/shipping-policy/

Shipping Escalations & Updates

In the event you experience delays, in the first instance you must contact the courier directly.  Please be sure to keep record of all names and escalations attempts. If you do not get any action within 48 hours of logging the issue, please email info@glasswareimports.com.au the following detail, so we can help escalate and avoid further delays: The more information you provide us, the faster we can assist

  • Order Number
  • Tracking number
  • Date you logged a query
  • The ticket/incident number provided when you lodge the ticket
  • How you logged the query (courier website, phone, email)
  • Name of the person who dealt with your query and what actions they said would take place
  • Forward any email correspondence

Courier Website Links

If your parcel appears to be delayed, please lodge your incident direct with carrier and request they complete a depot search.  This can take up to 3 days to complete.

Aramex – formerly known as Fastway

You must submit an Aramex Online Enquiry – See Example below. 

Once submitted you will get an automated acknowledgement email with a ticket number.   You will need to give this ticket number to us if we need to escalate.

If your parcel appears to be delayed request they complete a depot search ASAP.  This can take up to 3 days to complete.

Aramex Submit Online Enquiry
Aramex Submit Online Enquiry

Direct Freight

  • Click on the Trace and Trace button in your tracking email or retrieve tracking number from your online user account ‘Orders’ tab.
  • Got to https://www.directfreight.com.au/
  • Enter consignment note number and review update.
  • To get further information you may call Customer Service on 1300 347 397 between the hours of 8:30am to 6:30pm AEST Monday – Friday. Or email Customer Service customer.service@directfreight.com.au

Star Track

Australia Post

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