THE PRODUCT I WANTED IS OUT OF STOCK, WHAT CAN I DO?
Due to demand, some of our products become sold out quicker than we expect. Please contact our Customer Service Team to see if and when the item you are looking for will be re-stocked.
HOW CAN I FIND OUT ABOUT NEW PRODUCT RELEASES?
You can register an account with us. By registering, you can choose to receive news and promotional updates, as well as check out faster, track your order and view your order history.
WHAT ARE YOUR CUSTOMER SERVICE OPENING HOURS?
Our Customer Service Team is available Monday to Friday between 8:00am and 4:00pm AEST (Australian Eastern Standard Time) not including Public Holidays.
DO I NEED TO REGISTER AN ACCOUNT TO PLACE AN ORDER?
You do not need an account to place an order with us and can check out as a guest. However for faster checkout, viewing your order history, and receiving news and promotional updates we recommend registering an account with us.
HOW LONG DOES IT TAKE TO PROCESS AN ORDER?
Orders placed before 2pm AEST are processed and packed the same business day. Orders placed after 2pm AEST are processed and packed the following business day. If an item in your order is from the optics collection (including clear lenses and clear anti-blue light lenses), the order will be held until the custom product has been created (approximately 5-10 business days after the order has been placed). Once your order has been processed and packed it will then be ready for shipping via the appropriate courier service.
HOW DO I TRACK THE STATUS OF MY ORDER?
If you registered an account previously or whilst ordering, you can log in and check the status of your order.
Alternatively, if you checked out as a guest, you can contact our Customer Service Team with your full name and order number for an update on the status of your order.
CAN I CHANGE OR CANCEL MY ORDER?
If you need to make a change to an order that has just been placed, please contact our Customer Service Team immediately. Unfortunately once your order has been processed, we are unable to make any changes. We are also unable to change or cancel your order after it has been dispatched.
MY DISCOUNT CODE OR GIFT CARD IS NOT RECOGNIZED AT CHECKOUT. WHAT SHOULD I DO?
Please contact our Customer Service Team to determine the cause of the issue. Please ensure you provide your full name, email address, discount code and any applicable order numbers relating to the purchase or issue of a Gift Card.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Delivery time (not including order processing time) depends on your location. For more information on delivery times, please visit our delivery page.
CAN I TRACK MY PARCEL ONLINE?
All shipments are completely trackable online. You will receive an email notification with a tracking number and a link to track your parcel with the appropriate courier company once your order has been processed and packed.
DO YOU SHIP INTERNATIONALLY?
We currently deliver Worldwide with a few exceptions. Unfortunately at this time we cannot deliver to Israel, French Southern Territories, Heard Island And Mcdonald Islands, South Georgia And The South Sandwich Islands.
ARE SALE ITEMS RETURNABLE?
Unfortunately during sale periods, all purchases are final. Items purchased while on sale are only eligible for return if they are deemed faulty. You can find out more about the definition of a product being deemed faulty by visiting our Returns and Exchanges policies.
HOW LONG DOES IT TAKE FOR A RETURN OR REFUND TO BE PROCESSED?
All returns are inspected within 24 business hours of being received to our Returns Department. Once inspected, the appropriate action will be taken in-line with our Returns and Exchanges policies.
If the return has met all criteria for a valid return for store credit, an online gift card for the total value of the items returned will be issued to the email address associated with the order. Return postage costs will not be refunded.
If the return has met all criteria for a valid refund, a refund will be issued to the payment method used for the original purchase. These funds (including return postage costs if applicable and proven) should reach your account within 2-5 business days. However, as each financial institute is different we cannot guarantee how long it will take for these funds to reach your account. Unfortunately, refunds cannot be processed to an alternative method of payment or different credit card.
If the product returned does not meet all criteria for a valid refund or return (due to misuse, mishandling or lack of care), the product will be returned to you without repair or replacement. If an Return Authorisation was not obtained prior to returning, cost of shipping your product back to you may be at your expense. Please ensure a Return Authorisation number has been obtained prior to returning your product.