Frequently Asked Questions

Customer Service

Service team hours:
Monday - Friday 9am - 5pm

Customerservice@sunglasseswarehouse.com.au

Australia: 1300 737 047
International +612 8091 6530


Do you have a retail store ? 
In order to offer you the best possible prices we are only online and do not have a retail store.  
Can I pick up my order ? 
Unfortunately no, we are a worldwide company and are only online. We do offer free shipping and speedy service and items are usually delivered within 6 – 11 working days. Please contact us if you have any special requirements. 


Are your sunglasses really authentic and original ? 
Yes, all of our products are 100% genuine branded, guaranteed authentic products and come in full manufacturer issued packaging exactly as if they were purchased from a retail shop.
Are your sunglasses used ? 
No, we only stock brand new unworn sunglasses in full packaging,
Why are your prices so low ? 
We are a worldwide company and are only online, which keeps our operations costs down.  We also buy our stock in volume, which allows us to offer you a great product at a great price and pass on the savings to you, our valued customers.


What payment methods do you accept ? 
We accept Visa, Mastercard, Diners Club, American Express, Paypal and Bank Transfer. If you would like to pay by money order, please contact us to arrange. 
Do you layby ? 
No, unfortunately we do not offer layby.


How much is shipping ?
Shipping is free for all orders worldwide.
How will my order be shipped ?
We ship via DHL Express for physical address deliveries and tracked Priority mail for PO BOX deliveries.
How can I track my order ? 
If you have nominated a residential address, your order will be shipped via DHL Express. You can track your order via www.dhl.com.au using the tracking details sent to you in the dispatch email. If you have nominated delivery to a PO BOX, we will send your order via tracked Priority mail. Tracking is available via www.usps.com as well as Australia Post http://www.auspost.com.au

I’m having trouble tracking my order, what do I do ?
Please contact us so we can assist you via email, phone or our contact form by visiting our contact us page.
When will I receive my order ? 
Usually most orders arrive within 6 – 11 working days of the order being placed. If there is a delay with your order, you will be notified by email. Your tracking number will be sent to you in your dispatch advice email. This will allow you to track your order and estimate the delivery date. Usually all orders are assigned tracking at the time of dispatch which is usually within 4 days of the order being placed. If you need to send an enquiry, please use the form below or email us at customerservice@sunglasseswarehouse.com.au using your order number in the subject line. For more information, visit our shipping page.

Where do you ship to ? 
We ship all over Australia and worldwide.  
Do you only ship to Australia? 
No, we ship worldwide.
How much does it cost ? 
Shipping is free worldwide.
Is my order subject to duties and taxes ? 
For Australian customers, there are no duties or taxes for orders up to $1,000 and $400NZD for New Zealand customers. For all other countries, you need to check your local country’s customs, taxes and duty charges as we will not be held responsible for these charges.


How can I order ?
You can order online or via the phone by calling us on 1300 737 047 or requesting a call back by using the contact form on the contact us page.
Is my credit card information secure ?
Yes definitely, your privacy and data security is very important to us. We use 256 bit SSL security encryption as well as eway to process our payments. In addition our site is checked daily for viruses by McAfee. Rest assure we make every effort to secure your information

What is your returns policy ?
We offer 100 days to return your order for a full refund as long as the order is returned in perfect unworn condition with full accessories. Please see our Returns Policy page for further information.
I received an incorrect or damaged order, what do I do ?
Please contact us by visiting the contact us page.
Exchanges
Can I exchange my order for a different pair ?
Yes you can, please contact us here. So we can arrange an exchange.

How will you process my refund ?
Your refund will be processed back on the original source of payment being either your credit card or paypal account.
How long will it take to receive my refund ?
Refunds are processed within 2 business days of receipt of your returned sunglasses. Please refer to our returnspage information on our returns policy. We endeavour to process all refunds as quickly as possible but it may take an additional day or two to appear in your credit card or Paypal account.

What are polarized lenses ?
Polarized means that lenses are coated with a film designed to reduce glare.  These are especially good for driving and for sports and active outdoor wear.
What are photochromic lenses ?
These lenses darken when exposed to UV light and lighten when away from the light source to either their lighter colour or a clear state.
What are gradient lenses ?
These lenses are darker at the top of the lens and fade to lighter at the bottom of the lens.
What are mirrored lenses ?
This means that these sunglasses have a mirrored reflection effect
What are Asian Fit sunglasses ?
These are designed to suit people who’s sunglasses sit too low on their face or slide down their nose. The bridge of these sunglasses is usually more flexible to accommodate a less prominent nose bridge.

Spare Parts

Do you sell spare parts ?
Unfortunately, we do not stock any spare parts.
Do you sell spare lenses ?
Unfortunately we do not stock any spare lenses

How long is warranty for ?
Our warranty period is for 24 months from the date of purchase. Please visit our warranty policy page for more information.
What is the warranty claim process ?
All warranty enquiries should be first emailed through to customerservice@sunglasseswarehouse.com.au The email should detail your name, date of purchase, brand and model and details of the issue. You will receive a response within 2 business days advising whether the issue is covered under warranty and if so, a return authorization number. Please visit our warranty policy page for more information.

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