CHRISTMAS FREE STANDARD SHIPPING CUTOFF: DECEMBER 7

FAQS

QUESTIONS?
Contact us at hello@quayaustralia.com

 

HOW DO YOU PRONOUNCE “QUAY”?
Think “key” -- like house key, car key, keychain, keyboard, keyword, etc…except it’s spelt Quay because we’re an Aussie brand.

 

IS IT SAFE TO SHOP ON QUAYAUSTRALIA.COM?
Absolutely! All of your payment information is kept safe and secure and you can check out with either PayPal or your credit card.

 

WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE WHEN TRYING TO PLACE AN ORDER?
Confirm you’ve properly filled out all details including your name, email, shipping address and phone number. If you are still having issues, please contact hello@quayaustralia.com.

 

WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?
As soon as your order is placed, you should receive an email confirmation. If you do not receive an automated response, please contact hello@quayaustralia.com.

 

CAN I TRACK MY ORDER?
Yes, following an order confirmation, you should receive a second email with your tracking number once your order has been shipped. If you do not receive a shipping confirmation email, please contact hello@quayaustralia.com.

 

WHERE’S MY ORDER?
If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact hello@quayaustralia.com.

 

WHAT IS YOUR RETURN POLICY?
Due to the high demand for Quay's current styles, we do not presently offer refunds. However, if you would like to exchange your unworn sunnies within 7 days of purchase, we are happy to switch out for another pair. Simply contact hello@quayaustralia.com with proof of purchase for the exchange form. Please note, exchanges will incur a shipping fee. We have a 3-month warranty in case of any manufacturing faults, but we cannot accept returns from items being worn.

 

DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?
At this time, we are online only. However, we are sold at over 2000 retailers around the world! Please contact hello@quayaustralia.com to find a location near you.

 

WHAT ABOUT INTERNATIONAL TAXES AND DUTIES?

As per the terms & conditions you have agreed to, please be aware that any items shipped outside of Australia may be subject to import duties and/ or taxes applicable to your country/ or the country you're shipping to. You will be responsible for these additional charges that incur for customs clearance when your package reaches your country. Unfortunately, QUAY AUSTRALIA has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information.

CAN I CHANGE OR CANCEL OR EXCHANGE MY ORDER?
Please email hello@quayaustralia.com for all cancellation or exchange inquires. If we haven’t shipped your order, we will accommodate. However, if the item has already shipped, you must pay for the shipping from your location to us and then once exchanged back to you.