Help section
Closure Dates - Summer Holidays
Last day of Trading for 2025 : Saturday 20th December
First Day Back for 2026 : Monday 5th January
Most Common Queriesย
Click & Collectย is now available. Place order online and pay, thenย please wait until you receive โorder readyโ confirmation email before coming to collect to avoid disappointment.ย ย Approximate lead-time is minimum 4hrs but up to 24 hours for processing.
Showroom:ย The Showroom is open for visits during our trading hours.ย ย 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 โย All orders must be prepaid prior to collection or shipping
Shipping/Order Processing Leadtimes:ย Currently itโs 1 day for processing and shipping orders.ย
No Order Additions/Changes/Fast Tracking:ย 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 shopย will not re-open. It is now permanently closed. We can only accept online orders.
Customer Serviceย Our preferred method of service is via email. Forward all queries to info@glasswareimports.com.au. Our email service desk operates Mon โ Fri from 8am to 330pm.ย 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.ย ย 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.ย Please kindly review detail on these links as this will answer all your questions.
- FAQโs:ย ย https://glasswareimports.com.au/pages/faq/
- General account information & ordering detail:ย https://glasswareimports.com.au/order-process/
- Shipping Queries & ETAโs:ย ย https://glasswareimports.com.au/shipping/
- Refunds and returns:ย ย https://glasswareimports.myshopify.com/pages/claims-return-policy
Courier Tracking & Escalation
When your order dispatches, all customers receive tracking information via email. Please be sure to check your SPAM/JUNK mail folders. Itโs 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 youโve made a direct attempt to do so directly with the carrier. ย To step in any sooner as aย third party to tracking situations only causes additional delays, because as a third party and not the direct receiver, itโs very difficult for us to answer specific questions.
More information about Tracking and Order Escalation is hereย https://glasswareimports.com.au/shipping-policy/
Shipping Escalations & Updates
In the event youย experience delays,ย in the first instance you must contact the courier directly.ย ย 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 emailย info@glasswareimports.com.auย the following detail, so we can help escalate and avoid further delays:ย 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.ย This can take up to 3 days to complete.
Aramex โ formerly known as Fastway
You must submit an Aramex Online Enquiry โ See Example below.ย
Once submitted you will get anย automated acknowledgement email with a ticket number.ย ย 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.ย This can take up to 3 days to complete.
Aramex Submit Online Enquiry
- https://www.aramex.com.au/
- You must lodge an online ticketย
- https://www.aramex.com.au/contact-us/
Direct Freight
- Click on the Trace and Trace button in your tracking email or retrieve tracking number from your online user account โOrdersโ tab.
- Got toย 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 โ Friday. Or email Customer Serviceย customer.service@directfreight.com.au