FAQ

We use collection depots to store the products we sell. These depots do not have showrooms and are not retail outlets which means you cannot go there and purchase, view or discuss the products. We are an online store and all orders or enquiries need to be placed online. We pride ourselves on being able to answer your queries quicky and concisely.

Our preferred communication methods are email, chat or SMS. During busy periods this allows us to respond quickly and concisely to your enquiry whilst keeping communication lines open to others.

Our website has over 2000 products, brochure pages and install videos. We also have social media pages and a you tube channel as well as an eBAY outlet page in which you can see our feedback for 1000's of orders. There are also customer reviews dotted around the website on certain product pages. We also offer Paypal as a payment method for your protection. Our ABN is also shown on the bottom of the website.

If purchasing any large items like pool fencing panels, fence panels or shower screens then please choose the local delivery option and ensure your address is within our local delivery zones.

https://glasshouseau.com/pages/delivery-and-pick-up-information

If purchasing smaller items like shower screen brackets, hinges or spigots then we can deliver these Australia-wide. Please choose the shipping option.

All product pages show a 'Stocked at' location to help you know which product is stocked at which depot. It will not show stock levels however.

You can either collect from one of our depots, or we can quote to arrange delivery to a toll depot, or you can arrange your own freight. If you'd like to arrange your own freight we will charge a fee to pack on a pallet, your order will then go into a queue to be packed, this can take up to 2 weeks. Any pallet fee will be sent via an invoice to your email.

This is just a way of validating a customers details, sometimes the customer chooses the pick up option by mistake, we can then send a delivery invoice and will have the shipping details due to this.

Please send over a sketched plan of your fence area, we can send a quote and answer any questions you may have.

Please add your item to the shopping cart and choose the collection option, then choose the depot you wish to collect from. Once the order is received we will come back to you with a collection reference and the full address. Collection is only possible between 7.30am and 3pm weekdays. Same day collection isn't guaranteed. Please do not go to the depot unless you have a collection reference.

Depending on your delivery address we may be able to supply this, please contact us.

Yes, we can send a form 15 and test reports for all of our products that need a compliance certificate.

Be advised that colours and finishes may not match if mixing hardware types. Check each individual listing for locations.

Our industry shuts down for a 3 - 4 week period over the Christmas holidays for a well earned break. Due to this, please see last order dates for receiving your goods before the holiday closure.

Yes, please send over some details to info@glasshouseau.com, we can then quote depending on your location.

Unfortunately, this is not possible, our products are renowned for being high quality, all required information can be found on the webpage or install guides or send us an email with any questions you may have, please ensure you read the product description and pictures prior.

Please refer to our install guides.

Exchanges are not possible, but you can return the product and get a refund if:

• The product is in perfect, re-saleable condition. You'll need to wait for a return authority number before you can return something.
• The product hasn't been installed.
• It is within 30 days of purchase.

There is generally a 10% restocking fee.