How do I place an order?
On the product detail page, there is a box which says “add to cart”. Ensure that the correct quantity is selected before clicking the add to cart button. If you have an option to select a shade, ensure that the correct shade is selected prior to clicking the add to cart button. If you make a mistake, the product can easily be removed from your shopping cart.
Once you have at least 1 product in your cart, your cart becomes active. Two new links will appear at the top of the page in the purple navigation bar. Click “cart” to view the products in your cart. From your cart page you will be able to see the total price, parcel weight and to estimate shipping for your order. You will also be able to increase or reduce the quantity of products, or delete items. Once you are happy with the products in your shopping cart, click the “checkout” or “go to checkout” button.
Here you will be asked to log in (returning customers) or sign up (new customers). Once logged in, you will be able to choose from various shipping options. Choose your preferred method of shipping, and click continue.
The next screen should show a choice of payment options. We accept Paypal, Direct Deposit & AusPost money orders/Australian cheques (domestic customers only). For international customers, we only accept Paypal. Select your payment method and click continue button.
What does it mean when my order is Pending/Processing?
Orders which are pending are awaiting cleared payment. Please note: payments made via Paypal eCheque may take up to 10 days to clear. Glossi recommends using direct deposit for faster service.
Once payment for your order has cleared your order will be processing. Orders which are processing are usually shipped within 1 working day.
How do I check my order status?
Once you are logged in, click the 'my account' link on the left hand side of the screen. Your order history will appear, and you will see all orders that have been placed with your account. Click the 'view' button that appears at the left of each order to view all of the shipping and product information relating to the order. From here you can see the current status, the date and time the order was updated to that status, and any notes which have been made on the order.
I haven’t received my order within the recommended delivery time on my order, what should I do?
If you are concerned that your order has not been delivered within a reasonable time, please enquire with your local Australia Post Outlet or contact us. Delivery times provided by Australia Post are intended as a guide only, and only express post services have guaranteed delivery times within the express post network. For other delivery services, please allow up to 10 working days for delivery within Australia.
Australia Post will not leave registered/express post platinum mail at unattended premises. If you are unable to receive your order in person when it is delivered, a card will be left in your letterbox letting you know from which Australia Post Outlet it should be collected.
Is it possible to have my order left at the door if I am not home?
Australia Post will not leave your order if the address is unattended or unless otherwise instructed. If your shipping address is far away from your local postal outlet, or if it is difficult for you to collect from the post office in the event that someone is not home when the courier comes to deliver, please contact us - we'll be happy to advise alternative shipping methods if they are available.
I didn’t receive a welcome email. What should I do?
Log into your ‘my account’ section. Check that your email address is current and complete. If your email address is correct, email us via the ‘contact us’ page or you can email us directly at email@example.com.
Where can I find direct bank deposit payment information?
Direct bank deposit information can be found in your order confirmation email.
Can I add additional items to my cart that appear with insufficient quantity?
Yes you can. Contact us with the additional products you require before checking out and we will be able to assist you.
I am trying to checkout but when I press the checkout button, nothing happens and I can’t get past the review page. Why is this happening?
The most common cause for a checkout error is if a product in your cart is out of stock. Checkout will only be able to confirm your order if all of the products selected are in stock. Try reducing the quantity selected for multiple ordered products, or selecting a different shade. You can also contact us – when contacting us regarding the availability of items in your cart, please copy and paste your cart contents into an email and send it to us at firstname.lastname@example.org. We will happily check that all your selected products are available and let you know what we have in stock.
I have a coupon code for a free gift - how do I use this?
When checking out, enter your coupon code into the "comments" box. There is no need to add the product to your cart prior to checking out. Only valid coupon codes will be accepted, expired coupons may not be used. For newsletter subscibers, your monthly free gift offer code can be used the same way.
A limit of one free gift per order applies to all orders. Coupon offers cannot be used in conjunction with any other free gift offer.
Example: If your free gift offer is for "Buy 2 Get 1 Free" you only need to add the two products to your cart and enter your coupon code in the comments box during checkout. Your "3rd" free product will be added to your order prior to shipping. Please note that there is no option to choose the colour for the free gift and available colours are not guaranteed, however please feel free to include a preference of shade if you have one.How do free shipping items work when combined with other items?
Items that are marked "free shipping" will be shipped free via a standard delivery service - please note that when combining free shipping items with other products, delivery on those products is calculated at the normal rate. The free shipping products will not attribute to the weight total in your cart therefore they will not affect the delivery rate charged.
My favourite product is out of stock – can I still order it?
We can pre-order certain products or we can reserve stock for our customers once it becomes available. We also have a courtesy email service, which alerts you via email once a product of interest comes back in stock. To take advantage of any of these services, simply contact us via the contact us page.
How do I check the status of my order?
To check the status of your order at any time, or to view past orders, simply log in and click the "my account" button at the top of the screen. This button will only appear once you are logged in.
What should I do if I don’t receive a 5 digit order number once I have gone through checkout?
If you have placed an order and completed payment but have not received a 5 digit order number, please contact us with the details of your payment. When paying with Paypal, please allow adequate time for Paypal to redirect you back to glossi.com.au to retrieve your order number.
I am an international customer trying to checkout, but the airmail shipping method in unable to calculate shipping to my destination - can you ship to my location?
Yes we ship worldwide to all destinations! If your postcode contains symbols or spaces (i.e. "/- ") try removing these characters and entering your post code as one number without spaces, hyphens or other symbols (this is especially common for UK customers). If you are still experiencing difficulty checking out, or if your country does not appear on the drop down menu, please contact us.
I wish for my company to become a supplier - how do I go about this?
If you would like to see your brand/s advertised on glossi.com.au, or to become a supplier of Glossi please mail a copy of your current catalogue to us at the address listed on the "Contact Us" page. Please note that catalogues will not be accepted via email. Please attention all new catalogues to Marketing Manager C/- Glossi Pty Ltd.
Still can't find the answer to your question?
Contact us! You can email us at any time at email@example.com or by utilising the "contact us" page. We will glady assist you with your enquiry, and most enquiries are usually answered within 1 working day.