Frequently Asked Questions

Shipping

We send all orders via Express Post, so your new sunglasses get to you as quickly as possible.

Express Shipping Timeframes
Metro: 1-2 business days
Regional: 1-3 business days
Rural: 2-6 business days

Bulk orders may take 7-15 Business Days to arrive.

Someone will need to sign for your parcel. If nobody's home, Australia Post will take it to your local post office for collection.

International orders
We currently ship to New Zealand. Orders are sent via International Express and generally arrive within 2-5 business days.
*Delivery timeframes are approximate only

Australia
Express shipping is FREE on Australian orders of $90 or more. Orders under $90 incur a flat $10 express shipping fee.

Bulk orders may incur additional shipping charges. We’ll contact you if any additional shipping fees apply.

International Orders
Shipping fees are calculated at checkout based on your destination and order total.

Orders delivered outside Australia may incur GST, duties or customs charges on arrival. Sunglass Connection has no control over these charges and is unable to advise what they may be, as they are determined by the regulations of the destination country.

For further information, we recommend contacting your local customs office.

Yes, you can select Click & Collect at checkout and collect your order from our Burleigh Heads showroom at 62 Township Drive, Burleigh Heads.

We’ll email you as soon as your order is ready for collection. Please wait for this email before coming to the showroom.

You can collect your order during our showroom trading hours: Monday-Thursday: 8:30am–5:00pm Friday: 8:30am–4:00pm

Someone else can collect your order on your behalf. They’ll just need to provide your order number and their ID when collecting.

As soon as your order leaves our warehouse we'll email you a shipping confirmation with your Australia Post tracking number, so you can follow it all the way to your door.

If you have an account, you can also track your order by logging in and selecting Orders. Tracking information will only appear once your order has been dispatched.

Can’t find your tracking email? Check your junk or spam folder first, they do like to hide in there. If you still can't find it, email support@sunglassconnection.com.au and we'll be happy to help.

Please email support@sunglassconnection.com.au with your order number and photos of the item.

Once we've assessed it, we'll send you return link so you can post it back free of charge. As soon as the item reaches us, we'll be in touch to arrange a replacement or refund.

Please email support@sunglassconnection.com.au with your order number and a photo of the item you received.

We'll email you a return link so you can send it back free of charge. Once we receive it, we’ll arrange for the correct pair to be sent out to you.

Please email support@sunglassconnection.com.au as soon as you can with your order number and the change you'd like to make.

If your order hasn't been picked by our warehouse team yet, we'll do our best to update or cancel it for you.

Once your order has been picked, we’re unable to make changes or cancel it before it leaves our warehouse.

What is a pre-order?
A pre-order means the style hasn't landed with us yet. The product page will show the estimated arrival date provided by the brand, and your order will be first in line. We'll send it as soon as the stock arrives.

Estimated arrival dates come from the supplier and can change. If there are any updates or delays, we'll email you with the new date as soon as we're notified.

Can I cancel my pre-order?
Of course. You can cancel any time before your order has been dispatched, and we'll issue a full refund to your original payment method.

To cancel, please email support@sunglassconnection.com.au.

What if my order includes in-stock items?
If your order includes both a pre-order item and in-stock items, we’ll hold the entire order until the pre-order item arrives.

If you'd rather have your in-stock items sooner, just let us know and we can split the order:

Orders of $150 or more: We’ll send the in-stock items separately at no additional shipping cost.
Orders under $150: A $10 shipping fee applies to the second parcel.

Returns

Changed your mind? No problem. Australian orders have 30 days from the day your order arrives to send it back, and International orders have 60 days.

Just make sure your sunglasses are unworn, with all tags attached and in their original packaging.

For eligible returns you can choose a refund or store credit, whichever suits you best.

Red Line Sale items are eligible for store credit only. These are products with their price displayed in red, and they're different from items bought during a site-wide sale.

Shipping fees aren't refundable, unless your item arrived damaged or you have been sent the incorrect item.

Once your return has been processed, refunds can take up to 10 business days to appear on your statement, depending on your bank or payment provider.

Australian orders
1. Contact us
Please email support@sunglassconnection.com.au with your order number and the item you'd like to return.
2. Receive your return instructions
We'll review your request and send you a returns form, along with a link to create your Australia Post return label.
3. Pack your return
Complete the return form and pop it inside your parcel. Items must be unworn with tags attached, and packed securely for the trip back to us.
4. Send your return
Create your Australia Post return label using the link provided and drop your parcel at your nearest Australia Post location. No printer at home? They can print your label for you at the post office.
5. We’ll process your return
Please allow approximately 7-10 business days for your return to reach us. Once it arrives, we'll take care of the rest. Returns are processed within 48 hours and we'll email you as soon as yours is complete.

International orders
1. Contact us
Please email support@sunglassconnection.com.au with your order number and the item you’d like to return.
2. Receive your return instructions
We'll review your request and send you a return form. A return label is not provided for international orders.
3. Pack your return
Complete the return form and pop it inside your parcel. Items must be unworn with tags attached, and packed securely for the trip back to us.
4. Send your return
Arrange and pay for return postage with your preferred postal service. We recommend using a tracked service, as we're not responsible for parcels that are lost or damaged in transit.
5. We’ll process your return
Please allow approximately 7-10 business days for your return to reach us. Once it arrives, we'll take care of the rest. Returns are processed within 48 hours and we'll email you as soon as yours is complete.

The return address is included on the returns form we send you. If you've lost it, or need a hand with anything else, please email support@sunglassconnection.com.au.

For Australian orders $150 or more, return postage is free.

An $8.95 return postage fee applies to orders under $150, Red Line Sale items, and anything bought during a promotion or site-wide sale. This fee is deducted from your refund or store credit.

International customers are responsible for their own return shipping costs.

If your return doesn’t meet our return requirements, we’ll contact you with an $8.95 payment link to cover the cost of sending the item back to you.

Returns usually take 7-10 business days to reach us. Once yours arrives we'll process it within 48 hours, and you'll get an email confirmation as soon as it's done.

Sent your return and haven’t heard from us? Check your tracking first. If it says delivered, email support@sunglassconnection.com.au and we'll chase it up for you.

If you choose store credit for your return, it will be added to your Sunglass Connection account once your return has been processed. You’ll receive an email confirming that your refund has been issued as store credit.

Your store credit will be sitting there ready to use at checkout whenever you're signed in to your account.

You can use it across more than one order. Any leftover balance stays on your account
It doesn't expire
It can't be exchanged for cash
If your order costs more than your credit, you pay the difference at checkout

Don’t have an account?
If you don't already have a Sunglass Connection account, we'll ask you to create one using the same email address you used to place your order, and your store credit will be added to it.

You'll need to be logged in to use your store credit at checkout. Your store credit cannot be used when checking out as a guest.

We don't offer exchanges. If you'd like a different style, simply return your original item for a refund or store credit, depending on the return eligibility, and place a new order for the style you'd like.

Your refund or store credit is processed within 48 hours of your return arriving.

Repairs & Warranty

If your sunglasses have a manufacturing fault or require a repair, please contact support@sunglassconnection.com.au with your order number and photos of the issue. We’ll review the information and advise you on the next steps. Alternatively, you’re welcome to contact the brand directly for assistance.

For minor issues, such as a missing screw or a misaligned frame, your local optometrist may be able to resolve this for you.

Manufacturer’s warranties apply to most items we sell. Warranty periods vary by brand and are generally between 6 months and 2 years from the date of purchase.

You can find the specific warranty period for your sunglasses on the product page, swing tag or instructions booklet that came with your sunglasses.

Warranties don’t cover normal wear and tear, scratched or broken lenses, or lost screws and nose pieces. Altering your sunglasses voids the warranty.

None of this affects your rights under the Australian Consumer Law.

Payments

You can enter your code in the discount code box at the checkout and click apply.

One code per order. Codes can’t be combined with other offers.

Discount codes cannot be used in conjunction with another discount or promotional offer
If the code doesn’t apply, it may not be eligible on the items in your bag. Please refer to our terms and conditions.

Sunglass Connection accepts the following payment methods:

Visa
Mastercard
American Express
PayPal
Bank Deposit
Afterpay
Zip Pay
Google Pay
Apple Pay

Credit & Debit Cards
Card payments are processed securely at checkout, with payment confirmed instantly.

For security purposes, we may contact you by email or phone if we need additional information to verify your order. We reserve the right to cancel an order and issue a refund if necessary.

PayPal
PayPal payments are processed securely through PayPal. You can pay using your PayPal balance or an eligible card through PayPal.

Afterpay
Pay in 4 interest-free instalments with Afterpay. Afterpay will email you separately with your payment schedule. Late fees may apply. Eligibility criteria, fees and terms and conditions apply.

Afterpay is a credit product issued by Afterpay Australia Pty Ltd, Australian Credit Licence 527911.

Zip Pay
Pay with Zip Pay at checkout. Zip’s terms, fees and eligibility criteria apply.

Bank Deposit
Choose Bank Deposit at checkout and use the following details to make your payment:

Australian Customers
Bank: Westpac Bank
Account Name: Sunglass Connection
BSB: 034604
Account Number: 475512

International Customers
Name: Sunglass Connection
BSB: 034604
Account: 475512
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

Orders paid by bank deposit will be processed once the funds have cleared.

If payment has not been received within 3 working days, the order will be cancelled.