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.
Orders can be changed prior to dispatch, 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?
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.
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 and NZD depending on your location.
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 10 - 15 working 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 CHARGES?
Please see information on Duties and Taxes (Terms and Conditions)
WHAT HAPPENS IF MY ITEMS GET LOST IN THE MAIL?
You will have received a confirmation email providing you with a tracking number from the applicable carrier. If your items are unable to be located by the carrier, please contact Customer Care for assistance.
WHAT HAPPENS IF SOMETHING ARRIVES DAMAGED OR DEFECTIVE?
Please contact Customer Care within 7 days to report the issue. Following inspection of the returned item, The Eyewear Index will either replace or refund the time in accordance with Australian Consumer Law.
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.
HOW CAN I BE SURE THAT THE FRAME I HAVE CHOSEN WILL FIT MY FACE?
Unfortunately, we cannot promise you a complete perfect fit online, However, what we can do is share our 'tips to find the perfect pair', with our face shape guide.
WHAT IS YOUR RETURNS POLICY?
For further information please see Returns and Exchanges.
HOW DO I RETURN AN EXISTING ITEM?
Our policy is to only accept returns when there has been an error on the websites site as evidence by the original packing list and confirmed by the returned products. For example, duplicate order, mis-shipments, defective or damaged products where the defect or damage has been caused by The Eyewear Index. The Eyewear Index must be notified within 7 days of purchasing.
The Eyewear Index has the right to refuse any returned goods that are damaged through improper packing OR improper handling methods.
The purchaser may not return any goods bought as discontinued lines, seconds or discontinued sales.
HOW LONG ARE MY FRAMES UNDER WARRANTY?
For further information please see Returns and Exchanges - Repair or Warranty.
CAN I EXCHANGE/RETURN MY SUNGLASSES?
HOW DO I RETURN AN ITEM?
If for any reason you would like to return your product please follow the instructions at Returns and Exchanges – Returns Process.
I HAVE LOST MY INVOICE. WHAT DO I DO?
If this is the case don't worry, contact Customer Care for assistance.
WHAT HAPPENS TO MY RETURN WHEN IT REACHES THE EYEWEAR INDEX?
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. In the unlikely event that you do not receive an email update within 10 business days of posting your return, please contact Customer Care with your tracking number for this parcel.
DO YOU PAY FOR MY RETURN SHIPPING?
If the returned item was damaged, defective, or if you have received an incorrect item , we will gladly reimburse you for the return shipping cost upon assessment, as well as the shipping for the replacement item.
In the case of reimbursement of shipping costs, 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 you will be responsible for return shipping costs.
WILL MY SUNGLASSES COME WITH A CASE OR ACCESSORIES?
The sunglasses case and accessories differs for each brand. Specific information can be found under the ‘Accessories’ or ‘Packaging’ section on each product page. We pride ourselves on providing you with high quality product complete with case and accessories similar to that of purchasing form a physical store.
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 or phone between 8am to 5pm AEST Monday - Friday. (excludes public holidays).
WHAT IF THERE'S A PROBLEM WITH MY ORDER?
Please contact Customer Care for assistance.
WHAT IS A BACK-ORDER?
The term back-order is a mechanism that is used when you have ordered a product that is temporarily out of stock. The Customer Care team will maintain your order for future fulfilment. The team will contact you by email advising you of this back-order status giving you the option to either 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 stores maintain a price within the range of their suggestion. Exchange rates are updated to our websites on a periodic basis and we cannot guarantee its accuracy on a daily basis.
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 form of payment do you accept? for guidance.
HOW DO I USE MY PROMOTIONAL CODE?
You can redeem a promotion code when you are viewing your shopping cart. Enter your promotion code and click Apply. You will see instantly if your code has been applied to your Cart. Promotional codes can only be used once and cannot be combined with any other discount of promotional offer.