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GET 20% OFF 2 OR MORE ITEMS*

FREE SHIPPING $60+

Due to a higher than normal volume of online orders, please allow 3-5 business days for your order to be processed. Once your order is on its way, you will receive an email with tracking information.

 

SHIPPING UPDATES:

Please note that our delivery partners are experiencing extreme delays.

AUS POST - QUEENSLAND AND NSW

Flooding and extreme weather conditions across New South Wales and Queensland are impacting may result in some delivery delays for both states. Please refer to Australia Post updates for an updated list of affected postcodes.

     

    AUSTRALIA:

    FREE SHIPPING

    We offer free shipping on Australian orders over $60. This option ships with regular post with an expected delivery of 3-7 business days once your order has been dispatched. Please allow 5 business days to process your order before it dispatches. All Australian orders under $60 will have a shipping rate of $5. Our delivery partner for this method is Australia Post.

    EXPRESS SHIPPING - $10

    Please note that due to Covid-19, there may be delays affecting Express Shipping. 

    This is an overnight service to Capital Cities, areas outside of the cities will usually take another business day to arrive. This option ships with an expected delivery of 1 - 5 business days for your order to arrive after dispatch. Please allow up to 5 business days to process your order before it dispatches. Our delivery partner for this method is Australia post.

    COURIER SERVICE

    We offer a range of courier services throughout Australia dependent on your post code. Please enter your address in the checkout process to see eligible services for your location. We offer free courier delivery on all Australian orders over $60.

    Please provide a street address, as courier service does not ship to PO boxes or parcel lockers.

    NEW ZEALAND:

    FREE SHIPPING

    We offer free shipping on all New Zealand orders over $85. This option ships with regular post with an expected delivery of 3-7 business days once your order has been dispatched. Please allow 5 business days to process your order before it dispatches. All New Zealand orders under $85 will have a shipping rate of $10. Our delivery partner for this method is Seko.

    EXPRESS SHIPPING - $13

    Please note that due to Covid-19, there may be delays affecting Express Shipping. 

    This is an overnight service to Capital Cities, areas outside of the cities will usually take another business day to arrive. This option ships with an expected delivery of 1 - 3 business days for your order to arrive after dispatch. Please allow up to 5 business days to process your order before it dispatches. Our delivery partner for this method is DHL.

    AMERICAS: 

    If you are located in North America, The Caribbean, Central America or South America please visit: https://www.quayaustralia.com/

    UK & EUROPE:

    If you are located in United Kingdom or Europe please visit: https://www.quayaustralia.co.uk/

    INTERNATIONAL: 

    We ship all international orders with the fully trackable DHL express international service.

    Please provide a street address, as DHL does not ship to PO boxes.

    Processing time for international orders are within 1-5 business days. Delivery times from dispatch varies depending on the destination Country's shipping zone (select your country to find out which zone you are located in). 

    This service has an expected delivery of no later than 5 business days, and requires a signature upon delivery. For exact delivery times, please refer to your shipping zone below.

    PLEASE NOTE -   Some countries may charge import duties or other local charges. This is a local government charge and we have no control over this. It is your responsibility to pay for any of these fees.

    If your country is not listed below then we are unable to ship to your location.

    Select your country for an estimate of delivery times:

    WHAT IS YOUR RETURN POLICY?

    Change of heart? We’ll happily return (refund) your full-priced Sunnies, Blue Light Glasses & Jewellery, within 30 days of delivery. All items must  be returned in the original packaging.

    All returns must be lodged through the returns portal prior to posting back to us otherwise we may not be able to accept the returned goods.

    Products received after 30 days or not received in original condition will be issued a store credit to use on www.quayaustralia.com.au

    Please allow 2-3 weeks for the receipt and processing of your return. You can book in your return via our returns portal.

     A credit will be issued to the original form of payment. You will receive confirmation by email when your return is completed. Shipping and other charges are non-refundable. If the product you received was damaged or faulty we will refund the full amount, for change of mind returns we will deduct a $6.50 shipping charge from the total refund amount.

    Contact us at customercare@quayaustralia.com.au for more information and make sure to include your full name and order number.

    If your Quay products weren’t purchased on www.quayaustralia.com.au please refer to the retailer’s returns and exchange policy where you purchased your Quay eyewear from.

    WARRANTY

    SUNNIES & BLUE LIGHT GLASSES

    For manufacturing defects, replacements are available within 12 months of purchase. Warranty does not cover scratches, accidental damage caused by general use, fading or peeling of frames or the loss of screws due to neglect. Mirror lenses are highly vulnerable to scratches and nicks caused by everyday wear and tear. Natural wear and tear on mirror lens sunglasses do not make them eligible for exchanges.

    JEWELLERY

    For manufacturing & material defects, replacements are available within 90 days of purchase. Warranty does not cover accidental damage caused by general use. Lost components & natural wear and tear do not make jewellery pieces eligible for exchanges.

    Contact customercare@quayaustralia.com.au for more information

    RETURNS FOR INTERNATIONAL ORDERS
    For returns on international orders, please contact us at customercare@quayaustralia.com.au with your full name and order number. Please note that Shipping and other charges to return items are at the customers expense. 

    RETURNS FOR AUSTRALIAN ORDERS

    You have 30 days from date of delivery to return your items via the returns portal. Please have your email address and order number from your order confirmation email handy.

    1. Select ‘Start new return’

    2. Enter your email address and order reference number. This information can be found in your order confirmation email, make sure to include the # at the beginning of your order.

    3. You will be emailed a return label. Pack your items, print the return label and attach it to the parcel.

    4. Return your parcel at the nearest Australia Post office.

    RETURNS FOR PURCHASES MADE DURING A 'BUY ONE, GET ONE FREE' PROMOTION

    Returns are subject to our returns policy. Products purchased during a 'Buy one, get one free' promotion (BOGO) must be returned with the Promotional Product, both in its original packaging. In the case where only one item is returned, the Promotional Savings will be refunded in the form of a merchandise credit. The merchandise credit is 50% of your original purchase, excluding shipping cost.

    START NEW RETURN

    QUESTIONS? 
    Contact us acustomercare@quayaustralia.com.au and make sure to include your full name and order number, if applicable, so we can expedite your inquiry.

    CUSTOMER SERVICE HOURS:

    Monday-Friday 7 AM - 3 PM. Please allow up to 7 business days for a response.

    HOW LONG WILL IT TAKE TO GET MY ORDER?
    For Australian orders
    STANDARD ($5): 2 – 5 business days after dispatch
    EXPRESS ($8): 1 – 2 business days after dispatch

    Due to COVID-19, there may be delays with domestic and international shipping. Please see more information here.

    WHERE’S MY ORDER?

    Australia Post is currently experiencing significant delivery delays due to limited airline capacity and government restrictions within international destinations due to COVID-19. You can track your delivery through parcel tracking, the online chatbot and the MyPost App. For the latest information about delays and impacts please visit auspost.com.au

    If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact customercare@quayaustralia.com.au

    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 confirmation email, please contact customercare@quayaustralia.com.au

    WHAT IS YOUR RETURN POLICY?

    We’ll happily refund your full-priced Sunnies, Blue Light Glasses & Jewellery, within 30 days of delivery, if they have not been worn. They must be in resalable condition with original case and tags. 

    Please visit our Returns Page for full details.

    If your Quay products weren’t purchased on www.quayaustralia.com.au please refer to the retailer’s returns and exchange policy where you purchased your Quay eyewear from.

    CAN I CHANGE OR CANCEL MY ORDER?
    We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed.

    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 customercare@quayaustralia.com.au.

    WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?
    As soon as your order is placed, you should receive an email confirmation. If you checked out with PayPal, be sure to check the email account associated with your account. For further questions, please contact customercare@quayaustralia.com.au

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

    WHAT PAYMENT METHODS DO YOU ACCEPT?
    We accept Visa, Mastercard, American Express, PayPal and Afterpay. 

    WHAT IS AFTERPAY, AND HOW DOES IT WORK?
    Afterpay is a payment platform that allows you to buy what you want today and pay in four equal installments, due every fortnight. Visit our Afterpay FAQ page for more information. 

    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 customercare@quayaustralia.com.au.com to find a location near you.

    WHAT IF I RECEIVE A DAMAGED ITEM?
    Please contact our customer care department immediately at customercare@quayaustralia.com.au

    WHAT DOES "FINAL" SALE MEAN?
    “Final Sale” means the specified merchandise is not eligible for return.

    CAN I PLACE AN ORDER WITHOUT REGISTERING?
    Yes, of course! But we think it will make your life easier if you create an account so you can track your orders more easily.

    I AM AN INTERNATIONAL CUSTOMER (OUTSIDE AUSTRALIA). DO I HAVE TO PAY CUSTOMS & TAXES?
    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.

    Quay Squad, 

    We’re committed to our community more than ever for. We are closely monitoring our warehouse and shipping carrier partners and will keep this page as up to date as possible. We’re also here to chat with you at any time—just send us a note to customercare@quayaustralia.com.au or tweet at us @quayaustralia.

    ONLINE SHOPPING & DELIVERY

    • Quay.com is open for shopping globally. All our distribution centers are shipping at this time. We are following local health mandates and taking additional precautions, including staffing & extra cleaning in our warehouses.
    • We are experiencing higher than normal volume, so if it’s been more than 7 days and you haven’t received your shipping confirmation, please contact us at customercare@quayaustralia.com.au (last updated: 11/20/20)

    CURRENT UPDATE FROM USPS

    • Expect delays due to unprecedented volumes and operational complexities resulting from the pandemic, International Carries (UPS, USPS, Hermes, DHL, AUS Post) delivery guarantees remain suspended until further notice.
    • For the most accurate information regarding deliveries to your area, we recommend checking with your local carriers and/or governments to see if deliveries may be restricted or disrupted, affecting the estimated delivery date for your order (last updated: 11/20/20). 

    RETURNS

    • We have extended our online & shops return window.
    • Online purchases are available for return within 60 days after purchase.
    • All return processing may be delayed up to 14 days due to USPS delays (last updated: 11/20/20).

    Our goal during this time is to stay connected and share uplifting content from you, our incredible squad, as we’re feeling the need for positivity, community, and self-love. Again, if any of this doesn’t feel right to you—let us know at customercare@quayaustralia.com.au or on twitter @quayaustralia. We’re on this ride together.

    Sending love + good energy,

    🖤 Quay

     

     

     

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