Hello, how can we help you?

There are a number of ways in which you can contact SPIEGELAU:

• Submit a contact form via our Contact page.
• Send us an email at webshopaus@spiegelau.com.
• Call us on (02) 9966 0033

Business hours Monday - Friday: 9.00 am - 5.30 pm AEST

By subscribing to the SPIEGELAU mailing list and opting-in to receive SPIEGELAU digital communication, you will be informed about the latest products, events and news. In addition, follow us on our Social Media pages on Facebook, Instagram, Pinterest and YouTube.

Should you require more information, please contact our customer service.
 

We invite you to visit the career section, where you will find an updated list of job opportunities. You can also submit your application by e-mail to jobs@rsnaustralia.com.au with your cover letter and resume.
 

All users can navigate our website without registering personal information. However, by creating an account and ticking the mailing list option, you agree to be contacted.

When placing an order, our webshop collects all the data of the customer needed for the shipping and billing processes: name, addresses, phone number, email, and, if needed for special countries, the VAT number. To complete the order, we will provide some information to our trusted third-party partners, namely bank institutions and shipping partners. We do not have access to any credit card or payment detail information.

For more information, please visit our Privacy Policy page.

For registered customers we offer a special service where items that were included in an old order can be ordered again directly in the "My Orders" section, if they are still available.

If you placed an order as a guest or in our old system, our customer service can help you at webshopaus@spiegelau.com. Please note that our team needs the old order number to identify the glasses.

If you purchased the glasses from another partner, please continue reading in the "Can you help me to identify my glass" section.

We will be happy to help you identify your glass. Please send an e-mail to contact page. We need various information from you to quickly identify your favorite product. Please answer as many of the questions below as possible in your request.

• When was the product purchased? 
• Do you know the name of the series or the glass?
• Does the glass have one or more brand references on the bottom plate?
• Is the SPIEGELAU trademark in block letters or handwritten?
• We need the following dimensions to identify the glass: Height, diameter of the mouth rim, diameter of the base plate.
• Please also send us a picture of the corresponding product.

If you are struggling to find what you are looking to purchase then please our customer service through the contact page, on (02) 9966 0033 (Business hours Monday - Friday: 9.00 am - 5.30 pm AEST) or via e-mail to webshopaus@spiegelau.com.
 

Please see our glass cleaning guide: Glass Care & Use

Cleaning beads cannot be used for the following decanters as they can get stuck or damage the decanter due to the respective decanter design: Ayam, Amadeo, Eve, Escargot, Curly, Boa, Black Tie, Mamba, Horse, Horn, Tyrol, RIEDEL Winewings, Swan, Face to Face and Vitis.

In this regard, please also note that only decanters from the current price book are listed. You can find a list of all decanters in our customer service team.

Please see our decanter cleaning guide: Glass Care & Use

Most SPIEGELAU glasses are dishwasher safe and when properly loaded, can withstand at least 1,000 dishwashing cycles with no demonstrable change to their shine or clarity. The dishwasher safety was tested in reference to EN 12875-1:2005 and EN 12875-2:2001. 

SPIEGELAU glasses labeled with or packed in packaging labeled "handwash only", "not-dishwasher safe", or not indicating any care/cleaning instructions on the box, indicate that they are not dishwasher safe and require handwashing.

When loading your glasses into your dishwasher, make sure they are well-spaced out, so they are not touching one another or anything else.

If available, use a stemware rack in your dishwasher, as it provides support and stops your glassware from moving around.

• To avoid stains or cloudiness: use soft water (low mineral content).
• To avoid scratches: avoid glass contact with other glass or metal.
• To remove superficial stains: soak your glasses in white vinegar.

For more information, please visit our Glass Care & Use

Since 2015 SPIEGELAU is exclusively producing Crystal Glass, which is a high quality, brilliant material that does not use lead oxide as principle ingredient.

• Wash with odorless soap.
• Should be machine washed at 140°F/60°C.
• Never use fabric softener when rinsing your microfiber polishing cloth (avoids grease film on surface).
• Attention microfiber polishing cloths must not be put in the dryer.

Please contact our customer service through the contact form or by email: webshopaus@spiegelau.com, including the order number, order date, the best way to contact you and a photo of the broken item. Our customer service team will contact you directly after a detailed check.

If you know what you're looking for, type it into the search bar at the top of your screen. You can search by brand, product name, or alternatively, search by special beverages, such as ‘cabernet’ or ‘whiskey’.

After this you can also refine your shop search by price, colour, etc. by using the search filters, or sort the items based on price, popularity or newness.

We offer you different ways to order your items. In the store and on the entire website you can use the quick shopping function to put the goods directly into your shopping cart. Furthermore, you can add the items directly to the shopping cart via the item detail page. 

For all registered customers, we offer a special feature that allows you to recall old orders and immediately order the items contained therein, if they are available.

As soon your order has left our warehouse a order tracking is sent. In addition for our registered customers we offer an order status overview in the account overview. For further questions please contact our customer service team.
 

Unfortunately, our customer care specialists are unable to accept any orders over the phone.

Unfortunately, it’s not possible to make changes to your order after it's been finalised.

Once your order is placed, the delivery option, delivery address, payment method, and products can't be changed. If you made a mistake or simply changed your mind, we recommend cancelling the order and placing a new one.

To cancel your order please write an email to webshopaus@spiegelau.com including the order number, order date and reason.

If your order was cancelled by us, this is usually due to low stock levels, or a warehouse error during packing.

The items you have ordered may have been very popular and it is possible that an item sold out just before you placed the order. In rare cases the stock cannot be updated in our system in time and the item will be cancelled. Sorry! If the items are still available on the website, you can try placing a new order.

It might take up to 48 hours for the money to appear on your account again.

You get a copy of your invoice via email, as soon the order has left our warehouse. If you are a registered customer, your invoice is stored also in your order overview at your account as a PDF file for download. If you order as a guest, please contact our customer service team.

No, you do not need to, but it's simple to do and allows you to order easily without having to fill in your details every time you shop with us. You will also receive benefits such as order tracking, regular newsletters, exclusive discounts/promos and special offers. Register your account now, or start shopping and set up your account when you check out - whichever suits you best.

To place an order as a professional or retail wholesaler, you need to have a registered account on our website. You can register easily at the 'For Business' section.

Before completing your order, please make sure that you have entered the correct delivery address. If you do need to change anything in your order, make sure you remember to click edit before completing your order. It is not possible to change your order details after the order has been placed.

If you are registered, you can view all your orders in your customer account.

Due to data protection, it was unfortunately not possible for us to take the data from old orders into the new system. However, all old orders have been archived by our team and our customer service will be happy to help you.

If you are interested in a product or service that is not currently stocked in our webstore, please contact our customer service team. Please be aware that there may be set minimum order quantities for a special order item.

No. We are sorry, but gift wrapping is not a service that we offer.

No. We are sorry, but gift cards are not a service that we offer.

Our shop stares any items placed in your Shopping Cart as long as you are accessing the Cart from the same computer or device, do not clear your cookies, or place an order. Registered customers can preserve a Shopping Cart to access from any device by using the Wish List functionality.

Please note that we cannot guarantee the future availability of the pieces placed in your wish list or your shopping cart.

Please contact our customer service team including the order number, order date,, the best way to contact you and a photo of the faulty image. Our customer service team will contact you directly after a detailed check.

Please contact our customer service team including the order number, order date, the best way to contact you, items you ordered and items you received. If you do not know which item you received, please add an image from the incorrect item. Our customer service team will contact you directly to find the best way to go on.

Please contact our customer service team including the order number, order date, best way to contact you and which item you are missing. Our customer service team will get in touch with you directly.

We offer to refund total orders or only a part of orders through the customer service team about the new order number so that they can process the cancellation accordingly. 

Please note that promotion codes are always subject to certain conditions. If your order does not meet the condition, the code will be displayed below your order summary, but no discount will be deducted. Please make sure that you order within the promotion period. The discounts cannot be granted retroactively.

No, we do not offer retroactively redemptions. If the promotion is still offered, you can cancel your order and place a new one.

Please contact our customer service team, the handling will be decided case by case.

Please contact our customer service team including the order number, order date, the best way to contact you, items you ordered and items you received. If you do not know which item you received, please add an image from the incorrect item. Our customer service team will contact you directly to find the best way to go on.

There are a number of ways in which you can contact our customer service team:
- Submit a contact form via our Contact page.
- Send us an email at webshopaus@spiegelau.com.
- Call us on (02) 9966 0033 (Business hours Monday - Friday: 9.00 am - 5.30 pm AEST). 

Please be aware that we do not offer ordering or cancelation by phone. Cancelations can be placed via contact form. Orders must be placed directly in the online shop.

Payments are accepted via credit card, PayPal and Apple Pay. Accepted credit cards are Visa, Mastercard, and American Express.

All of our transactions are conducted through Adyen. For further details on how we collect and use your personal information, please view our Privacy Policy.

We’re sorry if your favorite payment method isn’t available for your order.

Some situations can influence the payment method's availability. For instance, if the delivery address and billing address do not match because of typos, changes of address, family name ...

However, please understand that we also consider that some payment methods may involve higher costs or risks. Like other platforms and shops, we use independent credit bureaus in order to have secure transactions and we reserve the right to decline a payment method for some orders (you can find more details in our Terms & Conditions).

Our Customer Care team has no way of changing the payment methods offered to you at checkout and to keep your data private, we are unable to find out exactly why a payment method is not being offered.

If your favorite payment method is unavailable, we’re sorry in advance. You will still be able to use all of our other services and can select one of the other options, which are all free.

Yes, your information is secure on our website. We take extra steps to keep your financial information private and safe. All transactions occur in a secure area of our site so that you can buy online with confidence. We use industry-standard encryption technologies when transferring and receiving information to process your orders.

SSL: We use 128-bit SSL security encryption in our checkout process. This encrypts the personal information you provide us, ensuring that it is safe and not accessible by any third parties. However, the most important protection is your password, so please make sure you never give it out to others. SPIEGELAU also has a privacy policy and complies with statutory requirements. Your data is used solely for the processing of your order and to continue to improve our services.

Under no circumstances will your personal information be disclosed to third parties without your consent. For more details, please refer to the Terms & Conditions.

You can enter your discount code in the checkout process in the shopping cart at coupon codes. Keep in mind that every voucher has its own terms and conditions that must be met for the discount to be valid on your order.

After entering the voucher code and clicking 'Apply', your discount will be shown immediately. In case the order doesn't meet the requirements of the voucher, no discount will be shown. After the voucher has been successfully processed, the discounted amount will be deducted from the total invoice amount.

It is required by law to charge state and local sales tax for orders shipped to states where we conduct business. Therefore all of our online orders will include sales tax where such taxes are imposed by that destination state.

All details about the return process as well as the detailed explanation of your right of return can be found on our right of return page.
 

No, already used goods are completely excluded from the right of return.

Since your goods are sent back to our warehouse, we need to clarify this for you. To do so, please send us a request by email to webshopaus@spiegelau.com including the order or invoice number.

Please contact our Customer Service Team by email to webshopaus@spiegelau.com including the order and invoice number as well as a short description of the issue.

Due to the assignability, it is unfortunately not possible to return several orders in one package.

Yes, if your order is completely cancelled, the shipping costs that were paid will also be refunded. Please note that you must return the order at your own expense. You can find more information about this in the right of withdrawal.

In any case, the refund will always be made on the basis of the invoice issued. A change in the price of a product or service does not affect the refund.

As soon your order has left our warehouse a order tracking is sent. In addition for our registered customers we offer an order status overview in the account overview. For further questions please contact our customer service team.
 

If you want to send your order to a different country, you need a SPIEGELAU account. When you are registered, you can switch the country on the right top corner. Please be aware that our terms and conditions as well as the pricing and shipping setting will be adopted to the delivery country. If you need further assistance please contact our customer service team. 

We know receiving your items as soon as possible is important so in some cases, ordered items that can already be shipped will be sent before the others are ready. It is not possible to combine orders in one package.

You will receive an order entry email from us once we have received your order and a further email once the order has been despatched. The second email will also contain a tracking number link, so that you can monitor the progress of your consignment.

This depends on the shipping method and delivery service you have chosen, during your order process. Please contact our customer service team for further help.

Unfortunately, we are not offering this service at the moment.

Yes, you can choose a different invoice and shipping address. Please ensure that you are available at that address on the given delivery date and time.

Unfortunately we cannot deliver products to PO boxes. 

This depends on your order status. Please contact our customer service team for help with your request.

The below delivery lead times have been provided by AusPost, are indicative only, and are subject to the acceptance and approval of your order.

Orders are processed from our warehouse in greater Sydney 1-2 business days after receipt.

Transit times are 5-14 business days. Please note transit times may vary particularly during peak periods, such as December. Business days are defined as Monday to Friday 9.00 am to 5.00 pm, excluding public holidays.

For delivery within Australia, we have a collaboration with Australian Post.

We offer fixed price shipping rates for standard delivery (5-14 business days):

• Sydney Metro: $7.00
• Regional NSW & ACT: $9.50
• Victoria & Brisbane Metro: $11.00
• Adelaide: $13.00
• Regional QLD: $16.00
• Regional SA: $17.00
• Perth & Tasmania: $25.00
• Regional WA: $30.00
• Northern Territory: $38.00

Express Post Delivery is available; please contact RSN Australia on (02) 9966 0033 prior to placing your order if you would like to arrange it. Shipping costs will be calculated on the size of the order.

When you register to the SPIEGELAU Shop you will be a member of MYSPIEGELAU. Creating a MYSPIEGELAU account will enable you to:

• Follow your online orders, access your purchase history and e-receipts
• Manage your personal information
• Save your personal wishlist for access on any device
• Get special offers for the online shop

Registering an account with us is quick and easy. Just follow these simple steps and you'll soon be ready to order.

1. Click the login icon which can be found on the top right-hand corner of your screen.
2. Choose 'New customer' click 'create account' and fill in the registration form for your preferred customer type.
3. Once you've completed the registration, you will receive a confirmation email. To confirm your registration, click on the link provided in the email.
4. Once your registration has been confirmed, you can log in and start shopping.

Please be aware, for some contries we are offering Professionals and Retail Wholesale accounts, you may need some further review and approval from our end before you are able to start shopping.
 

Registered users get special features such as an online address book, the ability to view their order history and easy access to checkout by simply entering their username and password.

If you previously created an account, just log in at the top right-hand corner of the screen by clicking the 'Account' icon and entering your login details. This will be your email address and the password you chose when you signed up. 

Changing contact data is only possible for registered customers. We offer the possibility to update and modify all information of your account. Go to your account and click on 'show data' in the 'account details section. When you have modified the relevant data, save your changes.

Once you have saved the data, the new data will be used for all new orders and requests.
 

Changing delivery data is only possible for registered customers. We offer the possibility to update and modify all information for your account. Go to your account and click on 'show data' in the 'account details’ section. When you have modified or added the relevant data save your changes.

Please note changes are only effective for all orders placed after the changes. For updating pending orders, please contact the customer service team.

If you want to reset your password, you can click on "Forgotten your password?" on the login screen. You'll need to enter your email address and hit "reset password" to receive an email with a link in it. Please note, that this email may take some time to reach you and could appear in your spam or junk folder. Click on the link in the reset email when you receive it, and you'll be prompted to enter a new password. You can then use the new password to log in to your account.

If you've forgotten your password, you can just click on 'Forgotten your password?' on the login screen. You'll need to enter your email address and hit "reset password" to receive an email with a link in it. Please note, that this email may take some time to reach you and could appear in your spam or junk folder. Click on the link in the reset email when you receive it, and you'll be prompted to enter a new password. You can then use the new password to log in to your account.

Subscribing to our newsletter is quick and easy. You can either subscribe directly via the subscription form or in your order process.

You will get a confirmation email from our end. To confirm your subscription, click on the link provided in the email. Please note, this email may take some time to reach you and could appear in your spam or junk folder. Once your subscription has been confirmed, you will receive our newsletters.

To prevent our newsletter from going to your spam or junk folder, add the mailing address to your address book.

You have several options to unsubscribe from our newsletter. You can unsubscribe directly from the newsletter at the bottom of each newsletter with the unsubscribe link. Or you contact our customer service team through the contact form or write an email to webshopaus@spiegelau.com.

To delete your account, please get in touch directly with our customer service team via contact form or email to webshopaus@spiegelau.com.

According to our Privacy Notice, your credentials are secured on our website, and we will never use them for any purpose.

If Google recommends changing your password on our website, this is not related to us. This is a Google Chrome feature that verifies if the password for all websites you log in to has been part of any known breach. When you log in to our website, Google Chrome possibly noticed the password or username you are using, are potentially exposed in one of the known data breaches. Please visit Google security blog for more information.

All consumer information prior to the relaunch, on 10th of January 2023, has not been transferred to our new sites. You will need to create a new account.

We suggest that you try the following:

Delete your cookies
You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us (for more information about cookies, click here). Please note that if you have added items to your bag or in your 'Saved items' section while not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history. On most internet browsers you can delete your cookies using 'Tools' or 'History'.

Restart your browser
Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

Update your operating system
We also suggest that you use the latest version of your operating system provider e.g. Windows, Mac OSX, etc.

If you're still having problems, contact our customer service team.

The RSN Groupe is committed to making its websites accessible to all individuals. Please review our Accessibility Statement.

We're sorry if you're having trouble with our mobile site. If our desktop site is appearing on your device instead of our mobile site, please find more details below.

Most technical issues can be resolved by clearing your browser's cache and cookies. You'll also need to make sure that you accept our cookies. If you're not sure how to clear your mobile browser's cache and cookies, please read more below.

Our desktop site should automatically load on desktops and tablet devices when visiting our website. If you're seeing our desktop site on your mobile device, there's a few things we'd recommend checking:

Delete your cookies and cache. If you're not sure how to clear your mobile browser's cache and cookies, please read more below. We also suggest that you use the latest version of your operating system provider e.g. Windows, OSX etc.

If you're still having problems, contact our customer service team.

iOS - Safari
If you're using Safari on an iOS device, press the ‘Home’ button and go to ‘Settings’. You'll see Safari listed with some other apps. Simply select ‘Safari’ and then select ‘Clear History’ and ‘Clear Cookies and Data’. Once you've done this, simply open up Safari again and go to our website.

iOS – Chrome
If you're using Chrome on an iOS device, open up the Chrome app and press the menu button in the top-right corner (it's three lines one under the other). Select Settings and then Privacy on the next screen. You'll then see the options to clear your cache and cookies. Once you've done this, simply close and reopen Chrome again and go to our website.

Android
If you're using an Android device, then with your browser open, press the Menu button. Select Clear Browsing Data and then Privacy on the next screen. You'll see a pop up where you can select the data you want to clear. Tick the relevant boxes and press the clear button.

If your operating system or browser is not listed please check out your browser's support documents which you can most likely find online.