FAQ's
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
Eyewear Index accepts Visa, Mastercard, American Express, PayPal, Afterpay, Google Pay, and Apple Pay.
CAN I MAKE A CHANGE TO AN EXISTING ORDER?
You can update your order while you’re still shopping by going to your cart and selecting ‘Remove’ next to any item you no longer wish to purchase.
If your order has not yet been picked or dispatched, we may be able to make a change. Please contact Customer Care as soon as possible to request an update.
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 orders are dispatched from our Distribution Centre within 24 hours of being placed (excluding weekends and public holidays). If an item you ordered is out of stock, our team will promptly email and inform you of next steps.
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?
All orders are shipped from our Head Office in Sydney, Australia.
Australia
Orders are sent via Australia Post Express with Authority to Leave, meaning no signature is required. If your delivery location is deemed unsafe for unattended delivery, your parcel will be redirected to your local post office for collection.
Estimated delivery is 2-5 business days for metro areas and 5-7 business days for rural locations.
New Zealand
Orders are shipped via DHL Postal Standard and then transferred to Aramex for final delivery.
Estimated delivery is 7-12 business days from dispatch.
International
All international orders are sent with DHL Postal Standard. Delivery times vary by destination:
United States, United Kingdom, Ireland, Singapore, Taiwan: 6-9 business days
France, Germany, Netherlands, Spain, Switzerland, Thailand: 7-12 business days
Canada: 9-16 business days
Most of Europe and Asia: 12-20 business days
Select countries (including China, Israel, Mexico, UAE): 15-30 business days
Please note: Due to recent U.S. tariff adjustments, some shipments to the United States may experience minor delays.
If your order has not arrived within a reasonable time, please contact Customer Care for assistance.
HOW DO I KNOW MY ORDER HAS BEEN SHIPPED?
Once your order has been dispatched from our warehouse, you will receive an email from both The Eyewear Index and the carrier confirming that your order is on its way.
This email will include your tracking number and carrier details.
CAN I TRACK MY ORDER?
Yes. Once your order has been dispatched, you will receive a confirmation email with your tracking number and a link to follow your parcel’s journey.
If you experience any delivery issues, please contact Customer Care for assistance.
WILL MY ORDER INCUR CUSTOMS OR IMPORT DUTIES?
Orders shipped outside of Australia may be subject to customs duties, taxes, or local sales charges imposed by the destination country.
As the recipient, you are responsible for any such fees.
If you choose to refuse delivery, you will be liable for all original delivery charges, any applicable duties or taxes, and the cost of returning the parcel.
Please contact Customer Care if you have any questions regarding customs and import fees.
CAN I CHANGE MY DELIVERY ADDRESS?
Once your order has been placed and payment has been processed, we are unable to amend the delivery address.If your order has already been shipped, you may be able to request a redirection directly with the courier using your tracking number. Please allow up to 24 hours for tracking to become active.
WILL I NEED TO SIGN FOR MY ORDER?
Orders within Australia are shipped with Authority to Leave, meaning no signature is required.
If it is unsafe to leave your parcel, it will be redirected to your local post office for collection.
International deliveries do not require a signature unless specified by the carrier.
WHAT HAPPENS IF SOMETHING I ORDER IS OUT OF STOCK?
Most orders are dispatched within 24 hours, excluding weekends and public holidays.If an item you have ordered is temporarily unavailable, we will contact you promptly to advise of any delay and provide updated shipping details or alternative options.
WHAT HAPPENS IF AN ITEM IS MISSING, INCORRECT, OR DAMAGED?
If an item is missing or incorrect, please contact Customer Care immediately so we can arrange a swift resolution.For damaged or defective items, please contact us within 7 days of receiving your order. After assessing the returned item, we will arrange a replacement or refund in accordance with Australian Consumer Law.
DO YOU DELIVER TO PO BOXES OR WORK ADDRESSES?
Yes, we deliver to PO Boxes within Australia, and we can also deliver to work addresses. Please include your business name at checkout to assist with delivery.For customers in the United Arab Emirates and Saudi Arabia, please note that DHL Global only delivers to PO Boxes.
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.