Frequently Asked Questions

If you are unable to find the answer to your question below, send us an email: support@sunglassconnection.com.au

Shipping FAQ


  • How long will it take for my order to arrive?
  • Orders within Australia
    All Australian orders are sent by Express Post and usually arrive within 2 to 7 days from the day of shipping.

    International Orders
    International orders take between 10 - 21 working days to arrive from the day of shipping.

    If your order has not arrived within a reasonable time, please contact us at support@sunglassconnection.com.au.

    A signature will be required on delivery, so please make sure that you provide a delivery address where someone will be available to sign and receive your goods. A work address is often a good option. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up.

  • What are the delivery charges?
  • EXPRESS SHIPPING IS FREE on all orders over $75.00 to anywhere in Australia.

    A standard flat rate of only $10.00 applies to all orders within Australia under $75.00.

    We use Australia Post E-parcel Express as our delivery method of choice.

  • How do I know my order is shipped?
  • Once your order is confirmed by email, it will be processed in our warehouse and dispatch department. We will then email you a shipping confirmation once your order is dispatched, containing a tracking number and a link to the carrier's website.

    The items are enclosed safely in a box and satchel. Your address is printed onto the packaging and collected from us personally by the carriers.

  • How will my order be shipped?
  • We understand the need to get your order to you as quickly and safely as possible. In Australia, our main carrier is Australia Post E-Parcel Express - accessing every corner of the country.

    For our International Orders, we entrust Australia Post's International Registered Shipping and International Air Mail.

    Please refer to the Postage and Shipping page for more in-depth information.

  • Do you ship internationally?
  • We certainly do ship internationally. We use Australia Post International Registered for all international destinations. Just select your country in the drop down menu during checkout, or email us at support@sunglassconnection.com.au and we can help for countries not listed.

  • How much does International shipping cost?
  • International Shipping is standard fee of $28 AUD.

  • Will my order incur customs charges?
  • Some orders may incur a customs or import duty charge. Sunglass Connection does not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations and compliances.

    For further information, please contact your local customs office.

  • What happens if my items get lost in the mail?
  • The first thing to do is contact Australia Post Tracking and by quoting your tracking number that was sent to you in your confirmation email they will be able to track your parcel. If your items are unable to be located by the carrier, we will lodge an enquiry from our end. Please contact support@sunglassconnection.com.au if you have any queries about this.

  • What happens if something arrives damaged or defective?
  • Please let us know straight away and we will replace it or refund you as soon as we receive it back and verify from our end that it is defective. You will need to return it within 7 days.

    Please email support@sunglassconnection.com.au for assistance.

  • What happens if an item is missing from my order?
  • Sometimes, orders can be sent in multiple satchels/boxes, as they may have not fit in just one. Please contact us to check if this is the case.

  • What happens if I receive an incorrect item?
  • If you receive an incorrect item on your order, please contact us immediately and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.

  • Do you deliver to PO Box Address?
  • We can deliver to any PO Box Address within Australia.

  • Can you deliver to my work address?
  • Yes, we can deliver to your place of work. Please ensure to include the Business Name with your shipping address, so the delivery driver can find you easily.

  • Can I track my order?
  • Once your order has been dispatched from our warehouse you will receive a confirmation email from both Sunglass Connection and Australia Post containing a link to track your order on the Australia Post website, so you can track your orders progress right to your doorstep!

    If you are a member, you can track the progress of your order from start to finish by logging into your account and clicking "Order Tracking". This will track your orders progress until it has been dispatched through our warehouse and from there you can track the delivery of your parcel through the Australia Post website.

  • Will I have to sign for my order?
  • A signature is required for all orders and we recommend using a work hours address for delivery.

    If you are not in attendance when the parcel is being delivered, you will receive an Attempted Delivery Advice card which details how and when the parcel can be collected from your nearest Australia Post outlet.

  • Why haven't I received my order?
  • If you have received your dispatch email and still have not received your order, please use your tracking number and track your order at www.auspost.com.au

    If you haven't received a dispatch email, best to contact us with your order number (eg. #500006) and we can look into this for you. In most cases, this is just a case of an incorrect contact email or our emails being marked as junk.

  • Can I change my delivery address?
  • Providing your parcel hasn't already left the warehouse, we can most certainly change the delivery address for you.

    To save us chasing the postman down the street, please notify us of address changes as soon as possible, either by phone on (07) 5535 6670 or email support@sunglassconnection.com.au

Shopping Online FAQ's


  • How do I contact Sunglass Connection ?
  • Feel free to contact us any time by:

    Email: support@sunglassconnection.com.au
    Phone: (07) 5535 6670
    Address:
    Sunglass Connection
    1/62 Township Drive
    Burleigh Heads QLD 4220
  • How do I order online?
  • To purchase a product on our site, simply browse the brand when you see an item you like, click on it for more information and add the item to your shopping basket by selecting "Add to cart". You can see the items you've selected by clicking on "Cart" in the top right corner. To check out, simply select "Check Out" and follow the prompts. You'll need your payment details and your billing address to register and complete your purchase.

    Email support@sunglassconnection.com.au for assistance.

  • What forms of payment do you accept?
  • Sunglass Connection is proud to accept Visa and MasterCard. We also accept PayPal and Bank Deposit as major forms of payment. We do not accept cash, cheques or cash-on-delivery (C.O.D.). You will be debited when you have completed Check Out. The transaction will appear on your statement as ONLINE SUNGLASSES.

  • What do I do if the item I'm looking for is no longer available for purchase online?
  • Popular items may sell out quickly so be sure to grab it when you see it! If an item has been sold out, please email us at support@sunglassconnection.com.au .... As we may be able to pull a rabbit out of a hat!

  • Is it safe to use my credit card on Sunglass Connection?
  • Yes, shopping at Sunglass Connection is safe. Our site employs the latest version of C.O.M.O.D.O Authentic Secure to encrypt your information and help make sure that only you and Sunglass Connection ever see it. In any instance where you suspect fraud, you need to immediately contact your credit card company, many of which now provide online guarantee.

  • Can I make a change to an existing order?
  • You can change your order while you're still browsing and shopping. Simply click the "Remove" button on the item you no longer want to buy in your Shopping Cart. Confirmed orders prior to dispatch from the warehouse may be changed by contacting us. Refer to our Returns and Exchanges section for further information.

  • Where's my confirmation email?
  • If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam, please check your junk mail as it may be in there. All confirmation emails are sent from support@sunglassconnection.com.au . Please contact us by email with your full name and order number and we will confirm your order.

  • Can I order by phone, email or fax?
  • To protect your security, we do accept orders via phone and email, but not by fax. To place an order please use the shopping cart on our website - our friendly staff will be happy to help you out over the telephone.

    Email: support@sunglassconnection.com.au
    Phone: (07) 5535 6670

  • How do I use a promotional code?
  • To use the promotional code, you have to enter it into the Discount Code box on checkout of your order. Please note: Promotional codes can only be used once and cannot be combined with any other discount or promotion.

  • What happens if something I order is out of stock?
  • Most items will leave our warehouse within 48hrs of you placing an order (excluding weekends and public holidays). However if the item is on backorder with the manufacturer shipping may take longer. We will promptly inform you if there will be a delay in shipping your sunglasses.

  • How secure is my personal information?
  • Sunglass Connection understands that you want to keep all your personal information private and your security is extremely important to us. We've taken all reasonable measures to ensure that your credit card and personal details are kept safe at all times.

    All pages that require you to enter your personal information or payment details on our site are secure. To ensure that the page you are viewing is secure, look for a padlock icon in your browser as this verifies the authenticity and validity of our website security.

    As well, we respect your privacy and do not provide your personal details to any other third parties. See our full Privacy Policy.

  • What if my credit card shows multiple charges?
  • We are restricted from charging your credit card more than one time. However, if you see multiple charges on your credit card then there has been an error either from the Bank or the Merchant.

    Please contact us immediately if there is a charge that needs to be removed.

  • What if I am ordering and there is an error in the checkout?
  • If you have any Technical Issues whilst using www.sunglassconnection.com.au, please contact our Customer Service Team by email at support@sunglassconnection.com.au and we will assist you as soon as we can.

  • What currency are Sunglass Connection prices displayed in?
  • All prices are shown in Australian Dollars.

Returns FAQ


  • What Is Your Returns Policy?
  • Sunglass Connection is committed to customer satisfaction - we aim to make all aspects of ordering as hassle free as possible, especially returns. If you receive any product that you are unhappy with for any reason simply return it to us in the same condition that it was sent to you, within 30 days from purchase, and we will happily provide an exchange, refund, or credit note. Postage and handling charges on returned items are non-refundable.

  • Can I exchange/return my sunglasses?
  • If you need to exchange or return your sunglasses, please return your purchase with the completed Exchange & Return Form within 30 days for an exchange, refund, or credit note. For orders over $75, return shipping of exchanges back to you is free of charge. Refunds will incur a $10 processing fee. View our full returns policy and download the return authorisation form.

  • How do I return an item?
  • If for any reason you would like to return your product to us, please follow the simple steps below:

    1. Complete the Exchanges & Return form and enclose with your sunglasses. Be sure to complete all fields to ensure prompt turn around.
    2. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
    3. Address your package, making sure you cover or remove original shipping label. If you have lost this, don't worry! Our address is:
      Sunglass Connection Returns
      1/62 Township Drive
      Burleigh Heads QLD 4220
    4. Attend your local Post Office and send. For security and peace of mind, we strongly suggest insured registered post as Sunglass Connection is not liable for lost return parcels.
    5. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your exchange or refund as quickly as possible. So you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed to your original form of payment.
    6. Sunglass Connection will then gladly cover the cost of shipping your new product via eParcel.
  • I have lost my Invoice. What do I do?
  • If this is the case don't worry as our Support Team can email you another copy! Please contact us by email at support@sunglassconnection.com.au .

  • What happens to my return when it reaches Sunglass Connection?
  • Once received in our warehouse, we will inspect and process the returned items within 48 hours to ensure you receive your exchange, refund, or credit note promptly. For exchanges, will we keep you informed by email of order updates and shipment details of your exchanged item. In the unlikely event that you do not receive an email update within 10 business days of posting your return, please contact us and we will help you to find it. If you have a tracking number for this parcel, please inform us of this.

  • Do you pay for my return shipping?
  • If the returned item was damaged, defective, or if we shipped you the incorrect item, we will gladly pay for the return shipping cost upon assessment, as well as the shipping for the new item.

    In the case of reimbursement of shipping, a postage receipt is required to be sent with the return.

    If the returned item was what you ordered, but didn't turn out exactly what you were hoping for, then we ask that you pay for returning shipping cost.

  • Where do I ship my return?
  • Please address your returns to:
    Sunglass Connection Returns
    1/62 Township Drive
    Burleigh Heads QLD 4220

  • What if something goes wrong with my product later on?
  • Manufacturers warranties come with all items we sell. Specific warranty information is available for each brand by clicking the "Warranty" button on the brand page.

    The details of the warranty period are usually detailed on the swing tag or the instructions booklet. There are 2 options:

    1. Return the item to the Manufacturer yourself. For a full list of our Manufacturer Customer Service Contacts please email us at support@sunglassconnection.com.au .
    2. Return it to us and we can forward it to the company on your behalf. Please complete the Repair and Warranty form indicating the problem and the product details.

  • Am I able to get a refund?
  • If you're not satisfied with your sunglasses, you are welcome to return your order within 30 days from purchase for a full refund, excluding any postage charges. Your refund will be processed within 48 hours of us receiving your return. All refunds are processed using your original payment method.

  • Have you received my return?
  • As soon as your return is received and processed by our team, we will send you an email to let you know.

    If you have posted your return to us but haven't heard back, please contact us on 07 5535 6670 or via email at support@sunglassconnection.com.au and we can look into it for you.

Other Bits


  • How long is the warranty on my sunglasses?
  • All sunglasses sold on Sunglass Connection come with the standard manufacturers warranty, which is usually a minimum of 12 months. Specific warranty information is available for each brand by clicking the "Warranty" button on the brand page.

  • Will my sunglasses come with a case or accessories?
  • The sunglasses case and accessories differ for each brand of sunglasses. Specific information can be found under the "Accessories" button on each brand page.

    All our sunglasses ship with the manufacturer supplied case (if applicable) and accessories, exactly the same as if you purchase your sunglasses through a physical store.

  • Are all your sunglasses brand new?
  • Yes, all our sunglasses are brand new and come with the full manufacturer's warranty.

  • Do you sell prescription sunglasses?
  • Yes. A majority of our brands sunglasses are prescriptable. Below is a list of the most popular brands that have prescriptable frames. If you are unsure you can make an enquiry and our staff will do their very best to assist you in selecting a prescriptable frame. Spotters Sunglasses, Oroton Sunglasses, Dior Sunglasses, Gucci Sunglasses, Morrissey Sunglasses and Flint.

  • How should I care for my products?
  • To fully enjoy your new products, make sure you read the item's label and follow the care instructions.

  • How do I find an item?
  • Use our online search tool to locate the product. Simply enter all or part of the product name in the search field on our homepage and hit search.

  • At what hours is the customer service available?
  • Sunglass Connection customer service is available by email, 24 hours and our service team will do their best to get back to you as soon as possible, usually within 24 hours.

  • What if there's a problem with my order?
  • If there is a problem with your order, please email us at support@sunglassconnection.com.au .

  • What is backorders?
  • A backordered product is a product that is temporarily out of stock. If a product you have already ordered becomes backordered, you will be sent an email notification. After receiving this email, you can choose to wait for the item, cancel your order or receive same value of credit to exchange for other products.

  • What is the Recommended Retail Price (RRP)?
  • The RRP is the sale price suggested by the distributor of the branded eyewear. The Recommended Retail Price (RRP) is not mandatory, although manufacturers and distributors may suggest that retail outlets maintain a price within the range of their suggestion. Whereas our online prices are very competitive within the eyewear industry, we cannot guarantee that this RRP is always higher or lower than the prices in a retail store. In addition, due to the fact the top branded eyewear worldwide is made in Italy, the RRP is also based on the Euro exchange rate within the Countries our websites are featured. The RRP is based on the Italian RRP from which our Italian distributors inform us of. Exchange rates are updated to our websites on a periodic basis and we cannot guarantee its accuracy on a daily basis either.

    We encourage customers to compare prices via comparative price shopping engines online and through various other means in order to find the best deal. RRP is not the same as "street price" - Street Price can be broadly defined as the price at which the item actually sells in the free market. Sunglass Connection is committed to providing the very best prices and unbeatable value to its customers. We welcome feedback and notice of price rollbacks in the market.

Additional Policies


If you can't find the answer you're looking for please contact us.