Help Section

Product Price Rise – Coronavirus Impact

The coronavirus has had a major impact on the importing and freight industry globally.  This will continue to cause major supply and demand issues with stock availability and prices for all products throughout 2021. 

Our partners in China, Germany & USA have all been impacted by either staff shortages, raw material shortages or logistic and freight issues.

As a result, we have been experiencing the following issues over the past 12 months and this will now have an impact on some product prices from April 2021.

  • Rising prices of raw materials, material shortage; minimum 20% increases
  • Increased freight, container shortage; 100% increases
  • USD/RMB exchange rate continues to decline;
  • Short-term shortage of workers as many countries move in and out of lockdown on a regular basis;
  • Massive increase to all international air freight due to limited flights globally.
  • Extended lead times for restocking items due to all of above.

We have been absorbing many of these increases in hope that things will go back to normal.  However we now realise this is our ‘new normal’ and we cannot absorb all these increases and sustain a viable business.

We understand how sensitive price increases can be and will do our best to make it as gentle as possible. 

We truly appreciate your business and trust you now have a better understanding of the situation.  We are doing our very best to ensure our customers big and small, get access to supplies at reasonable prices and manageable lead times.

Our Commitment To Saftey  

Due to ongoing COVID 19 restrictions the following changes are now in place:

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 4 hours for processing.

Showroom is now open to the public for product viewing only.  Orders can be placed in showroom, however processing wait time can be up to 1 hour.

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

Shipping: Online orders are being shipped as usual. We are dispatching orders next day.  Carriers are operating with 2 to 3 day delivery delay. 

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.  We ask you to please respect our conditions listed above. 

Our team are working extremely hard to service all orders in a way that is fair for all our customers.  Thank you for your continued patience, trust and understanding during these times.

We appreciate your business.  

Pay-Pal Merchant Fees

A 3% surcharge fee now applies for all PayPal payments. Over the past 8 months PayPal have increased their fees substanially compared to other merchants, and we can no longer absorb these fees moving forward.

We offer two other payment options with no surcharge fee; direct deposit & payment via credit card.

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://user6.kustom.io/glasswareimports/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.

Toll Ipec

Star Track

TNT

Aramex – formerly known as Fastway

Aramex Submit Online Enquiry – See sample.  Once submitted you will get an automated acknowledgement email with a ticket number.   

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