FAQS

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

CUSTOMER SERVICE HOURS:

Monday-Friday 8AM - 4 PM. Please allow up to 48 hours for a response.

HOW LONG WILL IT TAKE TO GET MY ORDER?
For Australian orders
STANDARD (FREE): 2 – 5 business days after dispatch
EXPRESS ($3): 1 – 2 business days after dispatch

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

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 hello@quayaustralia.com

WHAT IS YOUR RETURN POLICY?

Change of heart? We’ll happily return (refund) your full-priced sunnies, within 15 days of delivery, if they have not been worn. Must be in resalable condition with original case and tags.

Exchanges are offered for your full-priced sunnies, within 30 days of delivery, if they have not been worn. Must be in resalable condition with original case and tags. Exchanges are based on product availability and may incur additional charges based on price. Merchandise credit may be issued.

Please allow 2-3 weeks for the receipt and processing of your exchange/return. 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.

For manufacturing defects, full refunds are available within 3 months of purchase.
Contact us at hello@quayaustralia.com for more information and make sure to include your full name and order number.
It could take up to 15 days for a refund to reflect on your credit card.

If your Quay Australia sunnies weren’t purchased on www.quayaustralia.com.au please refer to the retailer’s returns and exchange policy where you purchased your Quay Australia sunnies 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 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 checked out with PayPal, be sure to check the email account associated with your account. For further questions, please contact hello@quayaustralia.com. 

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 hello@quayaustralia.com to find a location near you.

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

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.

WANT TO SELL QUAY AUSTRALIA SUNNIES IN YOUR STORE?
If you are interested in setting up a wholesale account with Quay Australia, please send your information to hello@quayaustralia.com. Thanks!

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.

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Sunnies Ship Free!

Free shipping!

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SUNNIES SHIP 4 FREE*

We offer free standard shipping on all Australian orders over $50. This option ships with regular post with an expected delivery of 2-5 business days once your order has been dispatched. Please allow 2 business days to process your order. We also offer Express Shipping for $3 with an expected ship time of 1-2 Business Days.