covid-19 update

Here is what you need to know in this evolving situation.

 

we are still open

We are dispatching daily Monday to Friday with a reduction in staff due to government imposed restrictions. We are taking all necessary precautions to ensure the safety of staff and the timely delivery of orders.

 

ARE THERE Delays?

 

DISPATCH DELAYS

Please note due to Government restrictions and reduced capacity in our warehouse we are currently experiencing dispatch delays up to five business days. We appreciate your patience.

 

SHIPPING NETWORK DELAYS

Social distancing, a reduction in air freight capacity, and an increase in online shopping is also causing a delay across the NZPost network, with deliveries to some areas delayed an additional 5 business days from the normal delivery time frame (usually 2-3 business days from dispatch).

For the most up to date information, please visit the NZPost website.

Please note that due to reduced capacity within the Kiwirail network, orders placed for delivery to the South Island will experience delays.

We apologise for the inconvenience and appreciate your support and understanding in this evolving situation.

 

contactless delivery

Contactless delivery will apply during current Alert Levels 3 & 4. For more information please see here.

 

Customer Service

Our customer service team are available to answer any questions that you may have. We have a team online who are working from home from 9am-9pm AEDT Monday - Friday via help@glasshousefragrances.com.au. 

Currently our team are experiencing higher volumes than normal and are working hard on providing the most complete resolution for everyone. It might mean that we take a bit longer than we'd usually expect (in some cases up to 7 days), but if you can stick with us, we'll be sure to get back to you as quickly as we can.

While we understand how frustrating it is when you're waiting on an update, if you could please not send more than one message (across all of our channels). Every message we receive is looked at separately, so if you can keep it to one message per issues we'll be able to get back to you that much sooner. We appreciate your understanding.

Whilst the environment around us is uncertain, we appreciate your ongoing support and look forward to better times ahead. Stay safe and well.