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15% OFF ANY 2+ FRAMES

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 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 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 60 days of delivery. All items must  be returned in the original packaging with all tags attached.

Products received after 60 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 exchange/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. Please note that a $6.50 shipping charge for change of mind returns will be automatically deducted from your total refund amount. 

For manufacturing defects, exchanges are available within 3 months of purchase.

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.

RETURNS FOR INTERNATIONAL ORDERS
For returns on international orders, please contact us at hello@quayaustralia.com with your full name and order number.

RETURNS FOR AUSTRALIAN ORDERS

You have 60 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.

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.

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.

I PREVIOUSLY PURCHASED MY QUAY SUNNIES AT A CHEAPER PRICE. WHY HAS THE PRICE CHANGED?

Our mission has always been to provide unique sunnies at an affordable price point. Along the way, we’ve picked up a global QUAY SQUAD and are blown away by our fans. With our global growth comes the need to adjust prices for each market. Effective February 1 2018, select Quay styles will increase by $10 AUD on our website. 

HAS THE QUALITY OF THE SUNGLASSES CHANGED WITH THIS PRICE INCREASE?

The quality of our sunnies is extremely important to us, and we continuously review and make necessary changes with each release. We haven’t had to make any quality changes to the sunnies affected by the price increase, and as with every single online order, every frame undergoes a strict quality check before being shipped out to you.

ARE THE HIGHER PRICE POINTS BOTH ONLINE AND IN STORE?

Yes, the price change is reflected both online and in stores.

I PURCHASED MY SUNNIES BEFORE THE PRICE INCREASE, BUT WANT TO EXCHANGE MY ORDER. DO I HAVE TO PAY EXTRA FOR THE EXCHANGE?

No. Any purchases made before 1 February 2018 will be exchanged at the original price without any additional cost to you. Please note, our normal return/exchange still applies.

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