Frequently Asked Questions
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Customerservice@gloriajeans.com
Shipping & Delivery
All orders will be dispatched to customers within three (3) business days of receiving an order. Orders placed on a Friday, Saturday and Sunday will be processed on the following business day, e.g. Monday. Customers will be notified via phone or email if an item is out of stock or if we're experiencing shipment delays.
After a customers order is processed and shipped, an email confirmation will be sent to your nominated email address and feature the tracking number for your order.
UPS Standard and Ground Delivery Times:
UPS Standard (SurePost) delivery is 4-8 days.
UPS Ground delivery time is 3-5 business days.
All packages are shipped and tracked via UPS, but some select addresses may be handled and delivered by the USPS.
All orders must be shipped to a physical address. We are unable to ship to a P.O. box or an APO/FPO address. Gloria Jean’s Coffees is unfortunately unable to ship products to Hawaii.
Returns
Returns, Refunds & Exchanges:
Gloria Jean’s Coffees strives to provide excellent customer service and we will do whatever we can to ensure that you are satisfied.
Where goods are faulty/damaged or are different to the product printed on your invoice, a refund or exchange may be organized. In this case, please contact our Customer Service Team via email at: CustomerService@gloriajeans.com or call on 1-877-320-JAVA, Monday to Friday. We are sorry, but at the moment, Gloria Jean’s does not accept returns.
We do not accept returns on coffee due to its perishable nature. However, we are quite willing to resolve problems as they arise. Should your delivery not match your invoice within the first 30 days of receiving your order, you will be eligible for a full refund (minus shipping and handling costs). If there are errors in your order, please contact us at CustomerService@gloriajeans.com or 1-877-320-JAVA within two days of receiving your order.
Cancellation Policy:
Orders, once submitted are not subject to cancellation or amendment, including changes to the delivery address. On that basis, customers recognize and agree that refunds are unable to provided for products that have been cancelled or if a customer has changed their mind.
Store Employment
For in-store employment opportunities, please contact your local Gloria Jean's Coffees store (see Store Locator page) or email CustomerService@gloriajeans.com.
Loyalty
There are 2 ways to sign up for Gloria Jean’s Loyalty:
1. Download the Gloria Jean’s Loyalty App from the iTunes App Store or get it from Google Play on your smartphone or device and register.
2. Grab a physical Gloria Jean’s Loyalty card by providing your name and mobile at the till and you can then complete your registration via the website at https://www.gloriajeans.com/pages/loyalty
A copy of the Gloria Jean’s Loyalty Terms & Conditions is available at your Gloria Jeans store. Please note that you are not registered until you complete your details and agree to the Terms & Conditions during the registration process.
As a Gloria Jean’s Loyalty member, you will get 10 points for every dollar spent on qualifying purchases in-store. This credit is known as ‘Gloria Jean’s Reward Dollars’. Your Gloria Jean’s Reward Dollars balance will be shown on the home-screen of the App or online when you log into your account. Once you have collected 100 points you will have $1 in Gloria Jean’s Reward Dollars to redeem instore.
For a limited time, you will also receive a complimentary small beverage* as a sign-up reward. Gloria Jean’s Loyalty members receive birthday rewards, member only benefits, deals and information about Gloria Jean’s promotions.
Customers can spend their Gloria Jeans Rewards Dollars on all hand-craftedbeverages, whole beans and Gloria Jean’s branded merchandise. However, this is at the store’s discretion.
No, it’s free to join!
Under the Gloria Jean’s Loyalty program, customers can only redeem up to $20 at any one time.
Yes, if you do not register you will not receive benefits offered under the Gloria Jean’s Loyalty program including a complimentary birthday drink. If you do not register online, you can still accumulate Gloria Jean’s Rewards Dollars and redeem them.
The Gloria Jean’s Loyalty App is available via the App Store or Google Play. Search for Gloria Jean’s Loyalty and follow the prompts to download.
Easy. Once you have downloaded the App, simply follow the prompts to set up your account. You will be required to provide personal information in order to create your account such an email address and your birthday.
No. You can choose to sign up via the App or online. Whichever option suits you best. If you register through the App, you will not receive a physical card.
You will receive a notification in the App that you have a complimentary Gloria Jean’s beverage waiting for you to redeem. Look for a notification against the Rewards icon. Make sure you have notifications turned on, so you do not miss out on any complimentary products or rewards! You will receive a notification in the App that you have a reward waiting for you to redeem. Look for a notification against the Rewards Icon. Click on the sign-up reward, then Open Card. Present this QR code to the Team Member when redeeming your complimentary beverage.
We recommend it. As part of the Gloria Jean’s Loyalty App, you will be notified when you have a complimentary Beverage, along with any exclusive deals, offers or promotional information.
Your rewards balance can be checked via your Apphome pageor view your account online via Gloria Jean’s website.
You sure can. Go to the ‘My Account’ section and follow the prompts to update your details where necessary.
It’s all good. Simply download and reinstall the App again and sign in to view your details. Any information is saved against your account details.
You will earn Gloria Jean’s Reward Dollars on any purchase of our handcrafted beverages or whole beans.
A handcrafted beverage is any beverage made by our talented team of baristas.
Yes, the App can be presented at any time during the transaction to accumulate points. However once payment has been processed the transaction is finalized and you can no longer present your App/Card to accumulate points.
The Complimentary Birthday Reward is available to customers who provide their birthday upon online Registration. You will receive your birthday reward at the beginning of your birthday month. Your birthday reward will be valid to the end of the month.
Yes, you can. However, by doing so you will not be notified of any complimentary rewards, benefits or upcoming promotions. If you wish to be removed from marketing communications, either email GJCUSA.customerservice@rfg.com.au or login to your account online or via the app and turn off email notifications which is located underthe Account section - ‘Notifications.’
Your Gloria Jean’s Reward Dollars will expire in 12 months if you do not shop with us within that period. Your complimentary sign-up beverage will only be available on your account for up to 3 months. Your Birthday reward is valid for the month your birthday falls into.
On initial sign up you should receive a complimentary Small Beverage* Reward ready to be redeemed in the APP or when presenting your card. If you don’t, please contact our Customer Care Team by emailing our team at GJCUSA.customerservice@rfg.com.au Your rewards will be valid for three (3) Months.
If you wish to cancel your membership, please email GJCUSA.customerservice@rfg.com.au Membership may be cancelled or refused to individuals by Gloria Jean’s at its sole discretion. Where Membership has been cancelled or termination (either at the request of the Member or discretion of Gloria Jean’s): all Gloria Jean’s Rewards that have not been redeemed will be automatically forfeited and cancelled. You will not be eligible to earn Gloria Jean’s Rewards or participate in Other Benefits or Promotions that require Membership from the date of cancellation. The Gloria Jean’s Loyalty card is to be returned to Gloria Jean’s within fourteen (14) days (only Applicable to Gloria Jean’s Loyalty card holders) where requested by Gloria Jean’s.
You can also delete your membership within the app from the menu “Delete Account” which will remove all your details and data from the Gloria Jeans Loyalty Program.
No problem. Simply head to https://www.gloriajeans.com/pages/loyalty and click ‘forgot my password’. You will be sent an email with further instructions.
Using your App – Update your account via the ‘Edit Profile’ in the Account section of the App. Please note that if you update your mobile number or email, you are required to verify your details again to ensure these are correct.
Using your card – Update your account via the ‘Edit Profile’ in the Rewards section on https://www.gloriajeans.com/pages/loyalty
Whilst we actively encourage every Gloria Jean’s store to participate in our Rewards program, each store is individually owned and may offer rewards outside of the official Rewards program.
Please contact our Customer Care Team by emailing GJCUSA.customerservice@rfg.com.au or via our ‘Contact Us’ page on https://www.gloriajeans.com/pages/contact
No, rewards cannot be transferred.
No, rewards dollars cannot be redeemed or withdrawn asphysical cash. Rewards dollars can only be used in store with the items specified within the terms and conditions.
No. Unfortunately, Gloria Jean’s Loyalty can only be added to one account number. Each App has their own unique account and cannot be duplicated to any other device.
In this case, you will need to sign up again with a new card.
Yes, present your Gloria Jean’s Loyalty card or present your Gloria Jean’s Loyalty App before your transaction is complete to ensure you accumulate your rewards.
If you do not have a card or mobile phone with you simply provide the registered mobile number or email address. You must be a registered member for this to occur.
The following products are currently excluded from Gloria Jean’s loyalty program
• Grab & Go Items (this includes all bottled beverages and packaged confectionary)
• Food
• Merchandise
• Small White Chocolate Caramel Cookie Chiller
• Small Cookies and Cream Chiller
• Small Madagascar Vanilla Caramel Chiller
• Small Chocolate Avalanche Chiller
• Small Latte
• Small Iced Coffee
• Regular Brewed Coffee
General
You may choose not to receive such information and/or to allow Gloria Jean’s Coffees to use your information in the manner described in our Privacy Policy by simply notifying Gloria Jean’s Coffees directly at CustomerService@gloriajeans.com or at 1-877-320-JAVA. Upon receipt and processing of an “opt out” request, Gloria Jean’s Coffees will, within a commercially reasonable amount of time, remove your information from any future marketing communications.
Privacy Policy
In the course of using the Site, Gloria Jean’s will ask you for your name, e-mail address, postal address, telephone number, financial account information, such as credit card number and other payment information, and other registration information. Gloria Jean’s may also collect information about you such as: if you create an account – your username, password, your city of birth, your birthday and mobile phone number. If you buy goods at our stores or through our programs or otherwise – what you buy, where you buy, how frequently you buy and rewards you earn.
Gloria Jean’s also may collect certain non-personally identifiable information when you visit many of our web pages such as the type of browser you are using (e.g., Internet Explorer, FireFox, Chrome, Safari), the type of operating system you are using, (e.g., Windows XP or Mac OS), the domain name of your Internet service provider (e.g., ATT, Time Warner, COX Communications, Yahoo), Internet protocol (IP) address, aggregate data about the number of visits to the site and/or aggregate data about the pages visited. If you take a survey or interact with us in various other ways – demographics information and information about subjects that may interest you.
How Gloria Jean's Coffees Uses the Information:
Gloria Jean’s uses the non-personally identifiable information (“Aggregate Data”) to improve the design and content of the Site. Gloria Jean’s may use the Aggregate Data to analyze site usage as well as create products and services to fit your needs. Also, Gloria Jean’s may share this Aggregate Data with Gloria Jean’s sponsors, advertisers and other third-party vendors. Gloria Jean’s shall own such Aggregate Data and maintain copies of such as part of its records.
Except as otherwise indicated, Gloria Jean’s uses the personally identifiable information (“Personal Information”) you provide: (a) to process, manage and fulfill your requests for our products and services and those of our sponsors and business affiliates and to respond to your inquiries about our offerings; (b) to communicate with you and to assist you with any questions you have about an order you have placed for products and services; (c) to cooperate with government officials or parties in litigation under process of law, or as otherwise required by law; (d) to protect the security or integrity of the site; (e) to protect against a threat of safety or destruction of property; and/or (f) to protect against legal liability. In all cases, however, Gloria Jean’s agents, employees and contractors who have access to Personal Information are required to protect this information in a manner that is consistent with this Privacy Policy. Gloria Jean’s will not use the Personal Information, except as set forth herein, without your permission; provided, however, Gloria Jean’s shall own all such Personal Information and maintain copies of such as part of its records.
Gloria Jean’s may also share information with companies that provide support to us (such as credit card processors, mailing houses or website hosts) and that help us market and sell our products and services (such as email vendors). These companies may use information about you to perform their functions on our behalf.
Gloria Jean’s may use the Personal Information that it collects to offer you other products or services that Gloria Jean’s believes may be of interest to you. If you do not wish to receive any such information or to allow Gloria Jean’s the right to use your Personal Information as described in this paragraph, please contact Gloria Jean’s in the manner identified in the “Opt-Out” section below. The Aggregate Information and Personal Information may be transferred, distributed or sold as part of Gloria Jean’s or its assets. SHOP NOW!
Gloria Jean’s has implemented security measures to help protect against the risk of loss, misuse and alteration of any information under its control. Nevertheless, such security measures may not prevent all loss, misuse or alteration of information on the Site, and Gloria Jean’s and its third party licensors are not responsible for any damages or liabilities relating to any such security failures. Furthermore, the Site contains links to other sites. Gloria Jean’s is not responsible for nor can Gloria Jean’s ensure the privacy practices or content of such other sites.
Cookies:
“Cookies” are pieces of data sent from a Web server to a Web browser that enable a Web server to identify users that visit a site hosted by that server. Gloria Jean’s may use Cookies in order to identify you to the Site so that Gloria Jean’s can provide more customized information and services to you. In addition, the Site may contain advertisements that may contain Cookies. In general, if you choose, you can disable the use of Cookies by reviewing your browser’s preferences and options.
Gloria Jean’s may change this Privacy Policy at any time, consistent with the terms set forth in the Terms and Conditions of Use, including by posting the changed or amended Privacy Policy on the site. Your continued viewing of or use of the Site following the posting of any changes to this Privacy Policy will signify your assent to any such changes or amendments.
You may contact Gloria Jean’s with questions or comments regarding this Privacy Policy, updating any Personal Information or anything else related to Gloria Jean’s and/or the Site at CustomerService@gloriajeans.com or at 1-877-320-JAVA
Gloria Jean’s takes reasonable steps to safeguard your purchases at gloriajeans.com. Our site has security measures in place to protect the loss, misuse and alteration of information under our control. We make use of appropriate commercially available software to encrypt order information.
While we take these reasonable efforts to safeguard your personal information, no system or transmission of data over the Internet or any other public network can be guaranteed to be 100% secure.