Why was my delivery returned to sender?
If your parcel has been returned to sender, you will be refunded in 2-5 business days once your parcel arrives back at the warehouse.
Some possible reasons why your order was unable to be delivered:
- Your delivery address was incomplete or incorrect
- No-one was present to receive the parcel
- The delivery was rejected
Once your parcel has been returned to sender, unfortunately we cannot send the parcel back out to you.
We understand that you're hanging out for your new item(s), so we suggest repurchasing under a new order for them to be delivered to a location where they can be signed for such as your place of work.READ FULL ARTICLE
Why haven't I received my tracking number?
If you haven't yet received a tracking number, it just means we're working on processing your order.
You'll receive an automated notification with your tracking number once your order has been dispatched.
We also recommend checking your spam/junk inbox as it can sometimes land in there.
You can check out our delivery time frames to help you estimate the arrival of your order.READ FULL ARTICLE
What to do if I've received the wrong order or my item/s has arrived damaged?
We're sorry it's arrived in this condition!
Reach out to our Customer Care team below ASAP, and we'll gladly assist!READ FULL ARTICLE
How much is delivery?
Delivery within New Zealand
Shipping is FREE on all orders over NZD$125.
A flat rate of $12 per order applies for orders under $125NZD.
How do I track my order?
You can track your order through NZ Post by entering your tracking number, here.
Once your order has left our warehouse, you'll receive an email from our courier with a tracking number and a link to track its delivery.
If you have not received an email with tracking details, it just means we're still packing your order and it's yet to be dispatched from our warehouse.
If you have an account: Login to your account and select 'My Orders'. Select your order, click 'Shipments' and then 'Track this shipment'.
- If you checked out as a guest: Enter your tracking number received via email into the NZ Post website here for delivery updates.
Please note: It can take up to 48 hours for the tracking number to become available on the couriers website.READ FULL ARTICLE
- If you have an account: Login to your account and select 'My Orders'. Select your order, click 'Shipments' and then 'Track this shipment'.
How long does delivery take?
Just placed an order? See our delivery times below!
LOCATION DELIVERY TIME New Zealand Metropolitan 2-5 Business Days New Zealand Rural 4-7 Business Days
Please note during sale periods and a larger influx of received orders, dispatch and delivery can take up to 7-10 business days.
* Delivery timeframes are estimates only, and may vary with peak sale periods, possible courier delivery issues, and other influences beyond the control of Glue.READ FULL ARTICLE
When will my order be dispatched?
We aim to pack and dispatch online orders within 1-3 business days. Once your order is dispatched, you will receive an email notification with a tracking number.READ FULL ARTICLE
Please note: During peak periods (sales or public holidays), dispatch times may be longer.
Why haven't I received my order confirmation?
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- Your order is still processing in our systems
- A small typo in the email address entered at the checkout
- The email has been marked as spam and has been moved to your junk/spam folder
If you still haven't received it within 24 hours, contact our Customer Care team below and we'll locate and resend your order confirmation.READ FULL ARTICLE
What is Authority To Leave (ATL)?
What is Authority to Leave?
Authority to leave (ATL) is selected by default at the checkout. If this option is left checked, the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is home. You agree that the parcel is deemed 'delivered' when left at your premises.
What if I selected ATL and my parcel is stolen?
Glue Store will not be held liable for any stock loss, due to theft or negligence if Authority To Leave is selected at the time of checkout and proof of delivery has been provided from our courier.
I would like to sign for my order, how can I ensure this?
If you would prefer to sign for the parcel, please deselect the option "I give permission to leave this item at the address listed above" at checkout. If no one is home at the time of delivery, the parcel will be taken to your local Post Office for collection.
I've been notified that my order has been delivered, but I haven't received it!
- Check your tracking details. Your order may have been taken to your local Post Office.
- Check the surroundings of your property/mailbox. The courier may leave your order in a partially obscured spot to keep it safely away from street view.
If you have any enquiries relating to the whereabouts of your parcel, contact NZ Post here or get in touch with our Customer Care team below.READ FULL ARTICLE
How does Click & Collect work?
Click & Collect allows you to order online and then pick it up from your nominated Glue store for no additional charge.
How to place a Click & Collect order
- Add your item to the cart
- At checkout, under 'Shipping' select 'Click & Collect'
- Click 'Find Store' and enter your postcode. Nearby stores with the item available will allow you to click 'Select Store'
- Click 'Proceed to Payment' to pay for and complete your order
*Click & Collect is subject to stock availability. Click & Collect may not be available for some items if your local store(s) are sold out.
Our in-store team will prepare your order and notify you via email when it's ready for pickup. Once you place your Click & Collect, we'll aim to have it ready for same day collection. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).READ FULL ARTICLE
Good to know: If you need to nominate someone other than yourself to collect the order, we require prior contact with our Product Experts below. The nominee will also be required to show a form of I.D.
Why isn't Click & Collect available for the item I need?
No results when you enter your postcode for Click & Collect?
- Only local stores which have your item in stock will appear available for Click & Collect.
If Click & Collect is unavailable at your local store, you can get your item delivered instead!
View our Delivery Timeframes here.
Good to know:
- Due to demand, item(s) on sale tend to be limited in stock and therefore lowers the chance that your local store has it in stock and available for Click & Collect.
- Called a store and they have the item in stock but the store is not appearing as an option for Click & Collect online? Our stores have thresholds in place - We recommend getting them delivered.
When can I pick up my Click & Collect order?
We'll aim to have your Click & Collect order ready for same day collection.READ FULL ARTICLE
You're able to collect your order once you've received the ready-for-collection email. Please be prepared to show your order confirmation and photo ID to our in-store team (so we know it's you).
Good to know: If you need to nominate someone other than yourself to collect the order, please give our Product Team a heads up. The nominee will also be required to show a form of I.D.
How can I return a Click & Collect order?
You can simply return to your store of collection if you have changed your mind about your recent click and collect purchase.
Alternatively, you can return your Click & Collect order back to our online warehouse. Follow our online return instructions here.
You can find out more information regarding our Returns Policy here.READ FULL ARTICLE
Can I cancel my Click & Collect order?
Want to cancel your Click & Collect order?
Get in touch with our Product Team below and provide us with your order number, and we'll help out!READ FULL ARTICLE
Can I cancel my order?
Unfortunately, we're unable to cancel an order once it's placed.
Please note that we are unable to cancel orders after items have been shipped. Once you receive your item(s), you can return them in accordance with our Returns Policy.READ FULL ARTICLE
Can I update my delivery address after I've placed my order?
Our team work quickly to get orders picked, packed and out the door to you - so we can't guarantee that we'll be able to update your delivery address before it is packed.
If you have just placed your order, or you have not received a tracking number:
Please contact our Product Experts here.
There is a short window of time before it's ready to be shipped that we may be able to update the address for you.
If you have been sent a tracking number:
We are unable to update a delivery address once an order has been packed.
Please get in contact with NZ Post HERE and provide them with your tracking number. They will be able to update your address. Any address updates completed by NZ Post will add an additional business day for delivery on top of the standard delivery time.READ FULL ARTICLE
Can I change the size or colour of an item after I've placed my order?
Once your order has been placed, we're unable to modify your order. This includes changing the colour or size of an item, and adding or removing items from your order.
Please note: If your order is no longer eligible for cancellation, once you've received your item(s), you can you can return them in accordance with our Returns Policy.READ FULL ARTICLE