Customer Service

/Customer Service
Customer Service2018-09-06T08:41:59+00:00

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Customer Service

Shipping & Delivery
Shipping Charges: Calculations are based on the gross weight of individual parcels, the following options are available. Charges are automatically calculated by the shopping cart on check-out. Our shipping costs are as low as possible & are based on Australia Post rates.
Options within Australia: We are not a shopfront which is open to the public – orders are shipped by Australia Post. If you are ordering via our on-line store you will be given the option of Economy Post which is Australia Post Economy rates, Registered Post, or Express Post. Store pickup can be arranged in special cases (Monbulk) – contact us by email or phone for details.
• Australia Post Economy (2nd business day to main centres). Not insured.

• Australia Post Express (Next business day to main centres). Trackable but not insured – fastest method.

• Registered Post – Insured and trackable (safest option) but takes same time as Economy Post.
NB: Where parcels weigh over 3kg Express Post may cost more or less than quoted at check-out. If this occurs you will be contacted to discuss prices & options which vary depending upon distance & weight of parcel. An additional charge may apply. This may not apply to Economy post parcels.

Registered Post: We suggest you use Registered/Insured Post if you are concerned about loss or damage of parcels. Registered post requires someone to sign for the item on arrival, or if this is not possible, collect the item from your nearest Post Office. It is recommended that orders over $80 be sent by Registered Post.
International Orders: Australia Post Air Mail is the shipping method that we use for international orders. It is the most economical but does not include insurance or tracking.
Additional Options include:
1. Registered Post (signature required at delivery but no insurance available). Takes the same time as regular Air Mail but is more secure and usually costs about $5 more than regular Air Mail.
2. Express Post International (fast, basic tracking and signature on delivery with insurance cover also available)
3. Express Courier International (ECI) – (fastest, full tracking & signature on delivery with insurance also available). Most expensive service available – prices available on request
Just ask us for details when or before you place your order for any of the above, or check the Australia Post website calculator for details.
Insurance is not available for all countries, but for countries where is it available rates are based on the value of the package: ie: AUD$1-$100 – $8.45, $1-200 – $10.70, $2-300 – $12.95. Insurance can be added to regular Air Mail packages (most but not all countries), for ECI (Express Courier International Packages) or for International Express Parcels.
Postage can sometimes vary from the amount charged at checkout – if this occurs we will contact you to let you know any additional costs.
We take no responsibility for loss of your order in the postal system unless you have it insured.
When will my order ship? Orders will normally be shipped within 24-48 business hours in the order that they are received if all items are currently in stock. If an item is out of stock or unavailable, you will be contacted to advise how long it is likely to be. Please note that if you select Express Post it refers to the postal method rather than the speed of processing by us – orders are processed in the order they are received
Privacy & Security
Olinda Glass Works respects your privacy and any and all information provided to us during business transactions. The information you supply to Olinda Glass Works will not be distributed to any other company or mail order distribution list – we hate spam too! Olinda Glass Works keeps records of all transactions in a secure database, accessible only by employees of Olinda Glass Works. We do not keep record of any financial information.
Returns & Replacements
All returns will be considered on a case-by-case basis. To return products for credit, exchange or refund please phone or email us within 7 days of receiving your goods at olindaglassworks@live.com.
For exchange or refund items, you are required to include your name, telephone number, email, delivery address and reason for return. Items should be in as new condition in original packaging. The customer is required to pay for postage costs to return unsuitable items to us.
If goods you have received are found to be damaged or faulty, and we agree to an exchange or refund, we will either send you a postage envelope to be used to return the damaged or faulty goods, and replace and return the damaged or faulty goods at no cost to you, or alternatively credit postage costs once goods are assessed as being faulty. We do however require you to make sure the items are packaged securely and sent back in as new condition.
Orders sent via Economy Post or Express post are not insured and will not be replaced if lost. Registered Post, & Express Post packages can be traced and recovered if possible. Lost items will be replaced only once the Shipping agent has finalized the search and only if the items were sent Registered Post which is fully insured.
Returns will not be accepted for any reason after 14 working days from receipt!
We reserve the right to charge a $2.50 processing fee for refunds where customers have had a change of mind after placing an order – this is just to cover our bank fees.
ERRORS: When you received your order please check it carefully and let us know if you find any errors. We do check each order carefully, however occasionally mistakes do occur despite our best intentions. We will always happily rectify errors immediately once advised.

Please note that product colours may differ occasionally from the image shown on the screen due to inaccuracies in reproducing photographs electronically, and due to no two pieces of art craft being the same. We endeavour to make the images as accurate as possible but depending on your system & monitor they may sometimes appear a little different in real life.

Ordering
On-line Shop Orders: Website ordering is our preferred option as it reduces the possibility of errors with ordering. All you have to do is to add items to your shopping cart & then checkout your order on-line.
Order Confirmation: Within a few minutes of confirming your order via our on-line shop you will receive any email confirming receipt of your order. If you have chosen Cheque/Money Order, or Bank Transfer options you will receive instructions regarding payment in this email. If you chose Paypal you will receive the emailed confirmation & no further input is required on your part.
Payment, Pricing & Promotions
Your order will not ship until payment is received.
Payments via Paypal: This option is offered for on-line shop orders. Paypal is a safe, reliable & instant system of payment with no additional charges to you. Paypal offers several methods of payment – from your existing Paypal balance, from a credit card you have registered with them, e-cheque, or direct debit from a bank account. This is available to Australian Customers and also International customers – no currency conversion fees apply as payment is made in Australian dollars. Please note that Paypal e-checks take approx 5 working days to clear so we cannot ship your order until we are advised that the check has cleared.
Credit Card Payments: You can pay by credit card by calling us directory with your – please call 0419 139 145.
Cheque/Money Order (Australian dollars only): Please make payable to:
Olinda Glass Works
PO Box 414, Monbulk Vic 3793 Australia.
If you have ordered on-line please include details of your email address & order number which would have been emailed to you after you ordered. If you are ordering by other method just send your cheque along with order details to the above address.
Direct Bank Deposit: To help us identify your payment please put either your name or order number on the payment when making it where possible. Please use the following bank account details to transfer your total order value:
BSB No: 063-869
Account No: 1014 0752
Account Name: Newmore Australia T/A Olinda Glass Works
Bank: CBA
Direct deposit payments generally take 24-48 hours to clear depending on which bank you are using.