FAQs and Help
1. What is the best way to ask questions and speak with Customer Service?
You can get in touch with us via firstname.lastname@example.org, our Contact Us page. Alternatively via Facebook or Twitter (@Glasshousef) weekdays between 9am – 9pm (AEST/AEDST). Just make sure you Private or Direct Message to keep any personal details private.
PLACING AN ORDER
1. How do I know you’ve received my order?
When you confirm your order you should receive a confirmation email to the email address you supplied with your order (it may be an idea to check your spam/junk folder). If you didn't receive this email for some reason you can get in touch with us via email@example.com or our Contact Us page. Alternatively via Facebook or Twitter (@Glasshousef) weekdays between 9am – 9pm (AEST/AEDST). Just make sure you Private or Direct Message to keep any personal details private.
2. What happens if my payment is declined?
If your payment is unsuccessful for any reason, you'll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You'll be able to update your payment options with a different method if necessary.
If you continue to have problems, you can always contact us via firstname.lastname@example.org
3. Oh dear, I just ordered the wrong thing! Can I cancel my order once I've received confirmation?
It’s best to get in touch with our customer service team right away via email@example.com or our Contact Us page. If the order is yet to be dispatched, we’ll do what we can to make sure you get the products you want. Unfortunately if we’ve already sent the order, you will need to post it back to us, but we’re more than happy to refund the cost of the product provided it’s undamaged and resalable. Note the cost of postage is covered by the customer.
4. What do you do with all the details I supply about myself?
5. Do you gift wrap orders?
We don’t currently offer a gift wrapping service. Rest assured though, your products will be received beautifully wrapped alongside a ‘Thank you' card from us, inside an unmarked postage box (to make sure we don’t spoil the surprise). While there will be a packing slip in the box, there are no prices included so you can still order a lovely gift and have it send directly to that someone special.
1. How do I know my order has been dispatched and how do I track my parcel?
You will receive a confirmation email with a tracking number to check your delivery status at any time (registered customers will also be able to locate these details from within their account area once dispatch has been confirmed).
If your delivery will be via Australia Post you can use your tracking number to check your delivery status here.
If your delivery will be via courier (any orders including a diffuser will be) you can use your tracking number.
Otherwise, you can always get in touch with us via firstname.lastname@example.org or our Contact Us page. Alternatively via Facebook or Twitter (@Glasshousef) weekdays between 9am – 9pm (AEST/AEDST). Just make sure you Private or Direct Message to keep any personal details private.
2. What are my Delivery Options?
We use Australia Post to deliver all our products (except our diffuser range) and offer two options, either standard delivery or next day delivery. It is important to note you can only choose Next Day Delivery if you are in a metro area - if you are not sure you can check here - or we can check for you.
Australia Standard Delivery - $9.95
2 - 4 business days for delivery to: NSW, VIC, ACT
4 - 7 business days for delivery to: SA, WA, NT, QLD, TAS
Orders will be dispatched by Australia Post eParcel, a signature is required.
Australia Next Day Delivery (Brisbane, Melbourne, Sydney and Australia Post Express Network) - $14.95
Orders will be dispatched by Australia Post Express eParcel or a courier. A signature is required.
Next Day Delivery is only available on orders placed before 11am (AEST) Monday - Friday. Orders will be dispatched on the same day and delivered the next working day. Subject to card authorisation and stock availability. Orders placed between Friday - Sunday will be delivered on Tuesday. Please note: We do not dispatch or deliver on weekends or public holidays. If you are unsure if your address is within the Australia Post Next Day delivery network here.
If you have ordered one of our Diffusers we will need to deliver it via Courier due hazardous goods regulations. If you are receiving your goods via a Courier we recommend that you supply a day time delivery address, where you will be able to sign for your package. Should the courier be unable to complete delivery after 2 attempts have been made, your order will be returned to us. In these cases Glasshouse Fragrances reserve the right to charge you again for any additional delivery charges that we incur.
3. What happens if I miss my scheduled delivery?
If you choose either Australia Post standard or Next Day Delivery you were not at able to accept you delivery, a card will be left notifying you of the nearest Australia Post outlet where your delivery is waiting for collection. You will need to go to the Australia Post Outlet with valid Identification and collect your package.
If you missed your scheduled delivery via courier, the courier should leave a notification card and re-attempt the following working day. The courier will attempt delivery of the order on 2 consecutive working days, unless they are instructed by the recipient or a member of our Customer Service team to hold for a future delivery date.
4. Can I change my delivery address after I’ve ordered?
If the order has not yet been dispatched, we will do everything we can do change your delivery address. Please get in touch with our customer service team email@example.com. If your order has been dispatched, simply post it back to us and we will order a refund or exchange to the value of the full product cost. Note, the customer will be responsible for postage.
5. Can I get international delivery?
We do not currently offer international delivery. View our list of international stockists here.
6. Why can’t I order next day delivery to my location?
Unfortunately Australia Post Next Day delivery is only available to metro areas. If you are unsure if this option is available to you can check here - or get in touch with us via firstname.lastname@example.org.
7. Why can’t I get my package delivered by Australia Post?
Due to hazardous goods regulation, we are unable to deliver our range of Diffusers within Australia via our Standard Delivery option. Note, you will not be charged any additional charges for this method of delivery.
8. What happens if my orders arrive damaged or I received the wrong product?
No need to worry. Just get in touch with our customer service team via email@example.com and we’ll arrange for a replacement to be sent out to you as soon as possible. We will need images of the damaged product and in some cases may need to pick it up at an address that is convenient to you, so we can continue to improve our products and services.
9. What happens if I don’t want my product or have changed my mind?
We want our customers to always be happy with their purchase. If you are change your mind, simply contact us via firstname.lastname@example.org and we provide you with a returns form and authorisation. When we receive your products in a saleable condition will refund or exchange to the purchase price of the product. Note that the cost of postage is the customer’s responsibility.
1. How do I register for an online account?
Once you become a member of Glasshouse Fragrances we will have your details on file, which will save you time when you purchase online.
You can register with Glasshouse Fragrances by following the instructions during the order process.
If you’re not going to purchase right away (there is a lot to choose from, after all) you can follow this link or simply click on the MY ACCOUNT tab at the top right of the page and choose CREATE AN ACCOUNT. Follow the instructions and you’ll be shopping for our beautiful fragranced products in no time at all.
2. How do I log out of my account?
Whenever you are logged in to our site, you will always a LOG OUT tab in the top right corner of your screen. Simply click this tab to log out of your account.
3. I forgot my username or password!
If you remember the email address you used when you signed up, simply click the ‘Forgot My Password’ link which is under the LOG IN button in the MY ACCOUNT section. This will send you a link to reset your password to something that is easy for you to remember.
4. Can I change my password?
Simply log in to your account through the MY ACCOUNT section. On the left side of the page you will see a menu with a link to the Account Information. Click ‘Change Password’, confirm your old and new password and voila!
5. What are the benefits of being a member with Glasshouse Fragrances?
Besides saving you lots of time entering your details when you purchase online, you will also be able to keep track of your order and delivery details, leave product reviews, and create a wish list (for those not so subtle hints).
6. How do I update my Account Details?
You can change or add a delivery address, update your password and email address when you are logged in to your account. Simply click the MY ACCOUNT section at the top of your page and you will see a menu on the left hand side of the page. To change your password or email address, click on the Account Information link and follow the prompts. To add or update a delivery address, click on the Address Book link.
7. How do I stay up to date with all your latest products and information?
Simply enter your email address in the ‘Keep me informed’ section on our home page.
Otherwise, when you are logged in you can go to the MY ACCOUNT section and click the Newsletter Subscriptions link in the menu on the left hand side of the page.
8. How do I stop receiving emails from Glasshouse Fragrances?
Easy! At the bottom of any promotional email we send you there is an unsubscribe link. Simply click the link and you will not receive any more of our newsletters.
Otherwise, if you are logged in to your account you can simply go to MY ACCOUNT and click on the Newsletter Subscription link in the menu on the left hand side of the screen. Uncheck the box to stop receiving our Newsletter.