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HELP/FREQUENTLY ASKED QUESTIONS

  • POPULAR QUESTIONS
  • SHIPPING & DELIVERY
  • RETURNS & EXCHANGE
  • REPAIR & WARRANTIES
  • PAYMENTS

How do I return an item?

Sunglass Connection is committed to ensuring you are happy with your new purchase. If you are not completely satisfied with your purchase, simply follow the steps below to organise a return or refund.

Before starting your return process, please ensure your item is eligible for a return.

Australian Returns
For Australian orders, you have up to 30 days from delivery to return your item to our warehouse. Refunds are not applicable on any postage fees or sale items.

1.   Complete the Exchange & Returns Form. Please ensure all fields are completed for a prompt return process

2.   Pack all items with the completed returns form in protective packaging, similar to how you received them.

3.   Address your package, making sure you remove or cover the original shipping label to:
Sunglass Connection Returns
1/62 Township Drive
Burleigh Heads, QLD, 4220

4.   Visit your local post office and send. For security, we strongly suggest using an ensured registered postage method as Sunglass Connection is not liable for lost return parcels.


Once received in our warehouse, our team will inspect the goods and your return will be processed within 48 hours to ensure you receive your exchange or refund as quickly as possible. In the event of a price difference for your exchange, we will contact you via email or phone to process payment.

Please note, for security reasons we can only refund back to the original payment method.

International Returns
For Australian orders, you have up to 60 days from delivery to return your item to our warehouse. Refunds are not applicable on any postage fees or sale items.

1.   Complete the Exchange & Returns Form. Please ensure all fields are completed for a prompt return process

2.   Pack all items with the completed returns form in protective packaging, similar to how you received them.

3.   Address your package, making sure you remove or cover the original shipping label to:
Sunglass Connection Returns
1/62 Township Drive
Burleigh Heads, QLD, 4220

4.   Visit your local post office and send. For security, we strongly suggest using an ensured registered postage method as Sunglass Connection is not liable for lost return parcels.


Once received in our warehouse, our team will inspect the goods and your return will be processed within 48 hours to ensure you receive your exchange or refund as quickly as possible. In the event of a price difference for your exchange, we will contact you via email or phone to process payment.

Please note, for security reasons we can only refund back to the original payment method.

 

Is my order eligible for a return?

If your purchase isn’t suitable and you wish to make a return, you are welcome to return your order for a refund or exchange in line with our returns policy. Please see our simples rules of return:

1.   You have 30 days from delivery to return your item(s) to our warehouse for Australian orders and 60 days for International

2.   Items must be in the original packaging and original condition

3.   Items must be unworn and unused with original tags still attached

Full price items
All items can be returned for a refund or exchange

Sale items
All sale items can be returned for an exchange only. Sale items are identified in the sale section and have their price listed in red.

Items purchased during Sitewide Sale Events or with a promotional code
All items are eligible for a refund or exchange, unless stated otherwise.

Please note all shipping fees are non-refundable and excluded from your total exchange value.

Refunds are not applicable on postage charges or Lay-bys.

How long will my delivery take?

Australian Orders*

All Australian orders are sent via Express Post and usually arrive within 1-2 business days from the day of dispatch, depending on your delivery address.

Please note, Australia post is currently experiencing delays due to COVID-19 and delivery may take 1-3 days longer than usual.

 

Delivery Method Cost Delivery Timeframes
Express Post

FREE on orders $75 and over.

 

Metro: Next business day.

Regional: Please allow an additional 1-2 business days

 

 

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. If no one is available to sign for the goods, the parcel will be taken to your local post office for collection.

*Delivery timeframes are an approximate only and do not calculate any unforeseen delays or transit issues.

International Orders*

All International orders are sent via International Express Post and usually arrive within 1-2 business days from the day of dispatch, depending on your delivery address.

Please note, International shipping is currently experiencing delays due to COVID-19 and delivery may take longer than usual to arrive.
 

Delivery Method Cost Delivery Timeframes
Express Post

$19.95 flat rate

 

 3-7 business days

 

Duties and taxes assessed by customs are the responsibility of the customer.

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.

How do I track my order?

Once your order has been dispatched from our warehouse you will receive a shipping confirmation email from us. In the following hours you will also receive an email from Australia Post containing a link to track your order on the Australia Post website. You can go onto the Australia Post website at any time to track the movements of your parcel, as well as the expected delivery date.

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". Your tracking status will only appear once your order has been dispatched from our warehouse.

If you haven’t received your tracking email, make sure to check your Spam/Junk folder. If you are unable to locate your tracking email, please contact our customer service team via support@sunglassconnection.com.au or 07 5535 6670.

Current promotions

There are currently no promotions. For all previous promotions, please refer to our terms and conditions page.

eGift Card FAQ's

By purchasing or using a eGift Card, you indicate you have read, understood, and accepted these terms and conditions.

·       For use at Sunglass Connection online only.

·       Valid for 3 years from the date the card is issued.

·       This eGift Card cannot be returned, exchanged for cash or used to purchase eGift Cards.

·       No change is given and any balance remaining can only be used at Sunglass Connection

·       Any remaining balance on the card after the expiry date will not be refunded, credited or available for use.

·       All eGift Cards are processed on business days, with the exclusion of special holidays such as Christmas, Mother's Day, Father's Day, etc.

Gift Card delivery & returns
eGift Cards will be delivered to your recipient's email address. All eGift Cards are non-refundable. Lost or stolen will not be replaced.

How long will it take for my order to arrive?

Australian Orders

All Australian orders are sent via Express Post and usually arrive within 1-2 business days from the day of dispatch, depending on your delivery address.

Please note, Australia post is currently experiencing delays due to COVID-19 and delivery may take 1-3 days longer than usual.

 

Delivery Method Cost Delivery Timeframes
Express Post

FREE on orders $75* and over.

 

Metro: Next business day.

Regional: Please allow an additional 1-2 business days

 

 

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. If no one is available to sign for the goods, the parcel will be taken to your local post office for collection.

*Delivery timeframes are an approximate only and do not calculate any unforeseen delays or transit issues.

International Orders

All International orders are sent via International Express Post and usually arrive within 1-2 business days from the day of dispatch, depending on your delivery address.

Please note, International shipping is currently experiencing delays due to COVID-19 and delivery may take longer than usual to arrive.
 

Delivery Method Cost Delivery Timeframes
Express Post

$19.95 flat rate

 

 3-7 business days

 

Duties and taxes assessed by customs are the responsibility of the customer.

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.

What are the delivery charges?

Australian Delivery Charges*

Please note, Australia post is currently experiencing delays due to COVID-19 and delivery may take 1-3 days longer than usual.

Delivery Method Cost Delivery Timeframes
Express Post

FREE on orders $75 and over.

 

Metro: Next business day.

Regional: Please allow an additional 1-2 business days

 

*Please note:
Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, promotion and sale events or due to unforeseen delivery delays from our courier.

International Delivery Charges*

All orders are shipped with Australia Post, including international orders. Please note, additional shipping fees may apply to large orders.

Please note, International shipping is currently experiencing delays due to COVID-19 and delivery may take longer than usual to arrive.
 

Delivery Method Cost Delivery Timeframes
Express Post

$19.95 flat rate

 

 3-7 business days

 


*Please note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, promotion and sale events or due to unforeseen delivery delays from our courier.
Taxes and duties are calculated within your own country and vary widely from country to country. We recommend you contact your local customs office for further information.

Do you ship internationally?

Want delivery outside of Australia? We ship internationally with Australia Post. Simply select your country from the drop-down menu during the checkout. If your country is not listed please email support@sunglassconnection.com.au, or view Australia Post International Delivery.

 

How do I track my order?

Once your order has been dispatched from our warehouse you will receive a shipping confirmation email from us. In the following hours you will also receive an email from Australia Post containing a link to track your order on the Australia Post website. You can go onto the Australia Post website at any time to track the movements of your parcel, as well as the expected delivery date.

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". Your tracking status will only appear once your order has been dispatched from our warehouse.

If you haven’t received your tracking email, make sure to check your Spam/Junk folder. If you are unable to locate your tracking email, please contact our customer service team via support@sunglassconnection.com.au or 07 5535 6670.

 

 

What happens if something arrives damaged or defective?

Please contact us as soon as possible via support@sunglassconnection.com.au

If your item is incorrect, we will we reimburse the cost for return postage and arrange the correct item to be sent out to you free of charge.

If you have received your item damaged or defective, please email images of your item(s) along with your order number to support@sunglassconnection.com.au. Once we have reviewed and assessed the item, we will email you a return postage label and returns form to return the item to our warehouse.

Once we receive your item, we will organise a replacement as soon as possible.

Can I change or cancel my order?

Please notify us of any changes to your order, including delivery address, as soon as possible via support@sunglassconnection.com.au.

Provided your parcel hasn’t already been dispatched by our warehouse, we can most certainly do our best to update your order.

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 and are unable to advise what fees will be incurred. As regulations differ between countries, we suggest contacting your local customs office to assist in determining any customs or import duty charges.

What If one of my items is on pre-order?

Orders are dispatched when all items in the order are in stock and ready to ship.  Should you wish to receive an item in your order that is available to ship, you are more than welcome to pay an additional postage cost for the items to be shipped separately.

If you have any questions at all please contact our customer service team via support@sunglassconnection.com.au.

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.

How do I return an item?

Sunglass Connection is committed to ensuring you are happy with your new purchase. If you are not completely satisfied with your purchase, simply follow the steps below to organise a return or refund.

Before starting your return process, please ensure your item is eligible for a return.

Australian Returns
For Australian orders, you have up to 30 days from delivery to return your item to our warehouse. Refunds are not applicable on any postage fees or sale items.

1.   Complete the Exchange & Returns Form. Please ensure all fields are completed for a prompt return process

2.   Pack all items with the completed returns form in protective packaging, similar to how you received them.

3.   Address your package, making sure you remove or cover the original shipping label to:
Sunglass Connection Returns
1/62 Township Drive
Burleigh Heads, QLD, 4220

4.   Visit your local post office and send. For security, we strongly suggest using an ensured registered postage method as Sunglass Connection is not liable for lost return parcels.


Once received in our warehouse, our team will inspect the goods and your return will be processed within 48 hours to ensure you receive your exchange or refund as quickly as possible. In the event of a price difference for your exchange, we will contact you via email or phone to process payment.

Please note, for security reasons we can only refund back to the original payment method.

International Returns
For Australian orders, you have up to 60 days from delivery to return your item to our warehouse. Refunds are not applicable on any postage fees or sale items.

1.   Complete the Exchange & Returns Form. Please ensure all fields are completed for a prompt return process

2.   Pack all items with the completed returns form in protective packaging, similar to how you received them.

3.   Address your package, making sure you remove or cover the original shipping label to:
Sunglass Connection Returns
1/62 Township Drive
Burleigh Heads, QLD, 4220

4.   Visit your local post office and send. For security, we strongly suggest using an ensured registered postage method as Sunglass Connection is not liable for lost return parcels.


Once received in our warehouse, our team will inspect the goods and your return will be processed within 48 hours to ensure you receive your exchange or refund as quickly as possible. In the event of a price difference for your exchange, we will contact you via email or phone to process payment.

Please note, for security reasons we can only refund back to the original payment method.

 

Is my order eligible for a refund?

If your purchase isn’t suitable and you wish to make a return, you are welcome to return your order for a refund or exchange in line with our returns policy. Please see our simples rules of return:

1.   You have 30 days from delivery to return your item(s) to our warehouse for Australian orders and 60 days for International

2.   Items must be in the original packaging and original condition

3.   Items must be unworn and unused with original tags still attached

Full price items
All items can be returned for a refund or exchange

Sale items
All sale items can be returned for an exchange only. Sale items are identified in the sale section and have their price listed in red.

Items purchased during Sitewide Sale Events or with a promotional code
All items are eligible for a refund or exchange, unless stated otherwise.

Please note all shipping fees are non-refundable and excluded from your total exchange value.

Refunds are not applicable on postage charges or Lay-bys.

 

 

How do I exchange an item?

If you would like to exchange your sunglasses, please return them along with the completed Exchange and Returns form within 30 days of purchase for Australian orders and 60 days for International orders. We ask that the customer covers the return shipping charges. Once your return has been received, it will be processed by our warehouse within 48 hours. 

In the event of any price difference, accounts will be in contact to arrange the additional payment before processing your exchange. If the amount is less, this will be automatically refunded back to your original payment method.

Do you pay for my return shipping?

If the item being returned was damaged, defective, or incorrect due to a warehouse error, we will gladly pay for the return shipping cost upon assessment. If damaged, we ask you send an email with image to support@sunglassconnection.com.au. Once assessed, we will email you a returns label.

For change of mind returns, we ask that you pay for the return shipping cost. All international shipping costs are to be covered by the customer.

Have you received my return?

As soon as your return is received and processed by our team, you will be notified by email. Once received in our warehouse, your return will be processed within 48 hours and you will be notified via email once completed.

If you have posted your return and haven’t heard from us, please check the tracking details of your returning parcel. If this is showing as delivered, please contact us via support@sunglassconnection.com.au and we will investigate your return.

How do I have my sunglasses repaired or make a warranty claim?

How to make a warranty claim or have your sunglasses repaired:

Option 1: Take them to your nearest stockist; and they will be able to assist you in sending them back;

Option 2: Return the item to the manufacturer yourself;

Option 3: Post back to us with our Repair and Warranty claim form. We will forward them to the manufacturer on your behalf (postage charges apply). Please complete the form and attach to your return. Package your sunglasses (inside their protective case) in a sturdy box with padding. 

If the problem is minor, such as a missing screw, you can see your local stockist or optometrist; they should be able to help you with this problem!

Important details

  • Glasses should be kept in their protective pouch when not being worn.
  • Important: to validate your warranty please present to the retailer your receipt for proof of purchase.

How long is the warranty on my sunglasses?

Manufacturer’s warranties come with most items we sell. The details of the warranty period are usually detailed on the swing tag or the instructions booklet that come with your sunglasses. You can also visit the product page of the item you have purchased for specific warranty details.

All sunglasses are guaranteed against defects in workmanship and materials for a period between 6 months and 2 years from the date of purchase. Each brands warranty period will vary. To find out the warranty period of your sunglasses, look for the warranty section listed on the product page of the item you have purchased.

The warranty does not cover normal wear and tear, scratched or broken lenses, lost screws, or nose pieces. Please also keep in mind that any alterations to the sunglasses will void your warranty. The manufacturer reserves the right to repair or replace, in part or in full, the  sunglasses returned for warranty or repair. Warranty claims and repairs are at the complete discretion of the manufacturer.

How do I use a promotional code?

Your discount code must be entered at the checkout, my bag page or cart pop-out.  Simply enter your discount code in the discount code and click the ‘Apply’ button to ensure your discount code is applied to your item/s. Please not the following when using a discount code: 

  • Your discount code will successfully apply if the code is eligible on the item/s in your bag. If the code can be applied, this will be reflected by a green success message. If the code cannot be applied, a red error message will display.
  • Only one discount code can be applied per order. Multiple discount codes cannot be entered. Discount codes are not valid in conjunction with any other offers.
  • To see the specific conditions of your discount code, please refer to our terms and conditions page. 

 

What forms of payment do you accept?

Sunglass Connection accepts the following payment methods:

  • Visa
  • MasterCard
  • PayPal
  • Bank Deposit
  • AfterPay
     

Order Online by Credit Card
Pay by credit card (Visa, Mastercard or Amex) in our secure environment. All credit card payments are processed live by Westpac during the checkout process. Your credit card details are sent directly to the bank and the status of your payment will be instantly reported to you.

To reduce the risk of credit card fraud, Sunglass Connection may request additional information to process an online order. A small charge may be charged to your account for verification purposes, however the amount will be refunded as soon as the order has been successfully verified. Customers will be notified via email or phone if further information is needed.

Sunglass Connection reserves the right to cancel the order and process a refund if necessary.

PayPal
Payments made through PayPal are processed in real time and approved instantly. You can pay through money in your PayPal account or by providing your credit card (VISA, Mastercard and Amex only) details to PayPal.

Direct Bank Deposit
You can select direct deposit at the checkout and make payment to Sunglass Connection's account below 

Australian Customers

Bank: Westpac Bank
Account Name:  SUNGLASS CONNECTION PTY LTD
BSB: 034604
Account Number:  276724

International Customers

Name: SUNGLASS CONNECTION PTY LTD
BSB: 034604
Account: 276724
Bank: Westpac
Swift Code/IBAN/Sort Code: WPACAU2S
Bank Name:  Westpac The Pines Branch
Bank Address: Shop 37 The Pines Shopping Centre Elanora Queensland Australia 4221

Please note that orders paid by direct deposit will not be processed until funds have cleared into the bank account. Orders for which payment has not been received within three working days will be cancelled.

AfterPay
Buy now, pay later in 4 installments, interest free with AfterPay. Payments made through Afterpay are processed in real time and approved instantly. Once your order has been placed, you will receive a separate order confirmation email from Afterpay and you will be able to keep an eye on your payment schedule directly via the Afterpay website.


 

What currency are Sunglass Connection prices displayed in?

All prices are shown in AUD (Australian Dollars).

Contact Us

Phone Us

Our customer service team are available during business hours 9am to 5pm AEST, Monday to Friday. Excludes QLD public holidays.

Phone: (07) 5535 6670

Email Us

Have a question about your order, our products or our website? Get in touch by completing the form below.

Privacy Policy Terms & Conditions Sitemap

Sunglass Connection Pty Ltd - ACN: 153 935 329