FAQ's
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
The Eyewear Index is proud to accept Visa and MasterCard and Paypal. We can also accept American Express within Australia only.
CAN I MAKE A CHANGE TO AN EXISTING ORDER?
You can change your order while you are still browsing and shopping. Go to your shopping cart and select ‘Remove’ next to the item you no longer want to buy. If an order has yet to be picked and dispatched, we can request an change to the order, please contact Customer Care urgently.
WHERE'S MY CONFIRMATION EMAIL?
If you have not received an order confirmation email within a few minutes of successfully placing your order then unfortunately there has been a technical hitch. Most common issues are incorrect email address or the email has gone to your ‘junk/spam’ mail. Please check your ‘junk mail’ folder. All confirmation emails are sent from Customer Care.
If you still cannot find the email, please contact Customer Care providing your name and order number and we will confirm the status of your order.
HOW DO I USE A PROMOTIONAL CODE?
The Promotional Code is entered in the ‘Discount Code’ box at Checkout. Please note, Promotional codes can be used once only and cannot be combined with any other discount or promotional offer.
WHAT HAPPENS IF SOMETHING I ORDER IS OUT OF STOCK?
Most items will leave our Distribution Centre within 24hrs of you placing an order (outside of 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 of your order.
HOW SECURE IS MY PERSONAL INFORMATION?
Please click here to view our 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 a technical error originating from the bank or merchant services provider. Please contact Customer Care if you have any concerns.
COOKIES
We use cookies to enhance and simplify your viewing experience. Cookies are tiny text files that are stored on your computer when you visit a website. Cookies eliminate the need to repeatedly enter the same information, enabling us to improve the content, reliability and functionality of our websites, as well as track usage patterns.
We do not use cookies to store personal information, or to disclose to third parties. Accepting a cookie will not give us access to any data on your computer other than the data stored in the cookie. Please note that if you choose to disable cookies, you may not be able to access all or part of our site and may be unable to use those services or engage in activities that require the placement of cookies.
WHAT IF I AM ORDERING AND THERE IS AN ERROR IN THE CHECKOUT?
If you have any technical issues whilst using www.eyewearindex.com, please contact Customer Care for assistance.
WHAT CURRENCY ARE THE EYEWEAR INDEX PRICES DISPLAYED IN?
Prices are shown in AUD.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Orders within Australia – all Australian orders usually arrive within 3 to 7 business days from dispatch.
New Zealand Orders – International orders take approximately between 5 - 10 business days to arrive from dispatch.
If your order has not arrived within a reasonable time, please contact Customer Care.
A signature will be required on delivery for orders within Australia only, 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 held by the carrier for collection.
HOW DO I KNOW MY ORDER IS SHIPPED?
Following confirmation your order will be processed. You will then receive a dispatch confirmation advising carrier and traffic information. Your order is expertly packed and collected from us personally by the carriers.
WILL MY ORDER INCUR CUSTOMS AND IMPORT DUTIES CHARGES?
Items for delivery outside of Australia may be subject to customs duties and taxes levied by the destination country. For any parcel shipped outside of Australia, you as the recipient will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to.
If you refuse your delivery, you are responsible for the original delivery charges, and any applicable tax and duties charges, and the cost of returning the package. Please contact Customer Care if you have any further queries.
WHAT HAPPENS IF AN ITEM IS MISSING FROM MY ORDER?
Some orders due to size or quantity may be sent in multiple satchels/boxes. Please contact Customer Care for further information.
WHAT HAPPENS IF I RECEIVE AN INCORRECT ITEM?
If you receive an incorrect item, please contact Customer Care immediately and we will arrange for the correct item to be sent to you. We will also reimburse you for cost of 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, to help the delivery driver find you.
CAN I SHIP TO MULTIPLE ADDRESSES?
No, we are not able to provide split shipments. You will need to create multiple orders if you wish to send to multiple destinations.
CAN I TRACK MY ORDER?
When your order has been dispatch from The Eyewear Index Distribution Centre you will receive a dispatch confirmation email advising carrier and tracking information. In the unlikely event that you have any problems with your order, please contact Customer Care.
WILL I HAVE TO SIGN FOR MY ORDER?
A signature is required for all deliveries within Australia. To assist with fast delivery, we recommend that you use a delivery address where a signature can be obtained. If you are not present when the parcel is being delivered you will receive an ‘Attempted Delivery Advice’ card from the carrier with instructions for collection.
WHY HAVEN'T I RECEIVED MY ORDER?
If you have not received a dispatch email, please contact Customer Care quoting your order number (eg. #180011) and we will investigate this for you. In most cases, this is just a case of an incorrect contact email or our emails being marked as junk.
If you have received your dispatch email but the parcel has not arrived, first check the location using the tracking number provided in your confirmation email.
If the carrier cannot locate your parcel, please contact Customer Care for assistance.
CAN I CHANGE MY DELIVERY ADDRESS?
Providing your order has not been dispatched the Customer Care team can most certainly change the address for you. Please notify us of any Address changes as soon as possible.
WILL MY SUNGLASSES COME WITH A CASE OR ACCESSORIES?
All sunglasses will arrive with the supplied manufacturers case. These differs for each brand.
HOW SHOULD I CARE FOR MY PRODUCTS?
To fully enjoy your new products, make sure you read the label on the item 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 from the menu bar and hit search.
WHEN ARE THE CUSTOMER CARE TEAM AVAILABLE?
The Eyewear Index Customer Care is serviced by a dedicated team, by email between 8am to 5pm AEST Monday – Friday, excluding New South Wales public holidays.
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 stores maintain a price within the range of their suggestion.
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. The Eyewear Index 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.
DO YOU ACCEPT CHEQUE OR MONEY ORDER?
Unfortunately, we do not accept any personal cheques, traveller’s cheques or money orders. Please see "What forms of payment do you accept?" for guidance.