Shipping & Return Policy

Shipping Policy - the basics

Thanks for your shopping with GlassyLume! We will show you how we deliver your order here!

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Shipping Process

Order Processing & Fulfilment:

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Step 1. Order Processing:

Once payment (settled in AUD) is completed and verified, your order will be handled by GlassyLume order management system.

Order processing time may fall between In Stock, Limited Stock, shipping within 7-10 working days.

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Step 2. Picking and Packing:

GlassyLume Team will start the pick and pack procedures and dispatch the parcel as soon as possible once the system releases your order.

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Step 3. Order Dispatched:

An email notification with parcel tracking number will be sent to you once your order is dispatched and hanged over to the courier.

It usually takes up to 1 – 4 working days to receive your parcel.

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Shipping Location

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Standard & Express Shipping Service & Rate

You can now enjoy a free standard shipping service with Order Value ≥ AUD$48, please refer to below table for more detailed explanation. For remote areas customers, please expect an extra 2 – 3 working days for delivery and an additional charge will be applied, you may refer to the shipping charge during checkout.

Ship to Australia:

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Insured Shipping Service & Rates

GlassyLume provides an insured shipping service option to customers.

It on top charges 4% of the order subtotal amount. To apply for the service, please select the insured shipping option during checkout.

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As long as your order is shipping with the Insured option, GlassyLume will provide a full refund to you (excluding the 4% insurance fee) if the parcel is found delivered with any physical damage or loss. For the detailed claiming procedures, please refer to the section below.

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Potential Lost Parcel

To claim a full value refund or replacement for a potential loss parcel, please follow below steps:

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Step 1. After a tracking number sent, please submit a ticket and create a claim with our customer service team within 14 Working day*.

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Step 2. GlassyLume will then obtain a satisfactory investigation proof or courier confirmation of physical loss or damage of the goods from the courier or related parties.

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** If the case had passed 14 Working day, we may not be able to create an investigation with the courier

Damaged Goods

To claim a full value refund or replacement for a damaged parcel, please follow below steps:

Step 1. After the tracking shows “delivered” , please submit a ticket and create a claim with our customer service team within 48 hours* with below documents:

• Order Number

• Item Name

• Photo of package received (both inner/outer box, courier bag, wrapped bubbles and products)

Step 2. GlassyLume will then obtain a satisfactory investigation proof or courier confirmation of physical loss or damage of the goods from the courier or related parties.

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*** GlassyLume will regard all orders shown delivered in good condition if no claims and reports are found after 48 hours. In such case, we might not be able to handle any refund/ replacement requested due to any physical damages.

For non-insured shipping methods, if you found the parcel delivered with physical loss or damage, please refer to courier service T&Cs. As couriers will only be subject to the maximum liability stated in their T&Cs and only covered physical loss or damage to an item. GlassyLume will still provide full support to assist you in such cases.