Shipping

We offer free shipping on orders over $75 for Australia and New Zealand.
For orders under $75, a flat rate of $10 applies for Australia and $12 for New Zealand.

For international orders, enjoy free shipping on orders over $200, or a flat rate of $18 for orders under $200.

All orders are shipped from our Head Office warehouse in Sydney, Australia.

Australia
All parcels are sent via Aus Post Express with Authority to Leave, requiring no signature. If it's unsafe to leave your item, it will be redirected to your local post office. Estimated delivery within 2-5 business days for metro and 5-7 business days for rural locations.

New Zealand
All orders to New Zealand are shipped with DHL Postal Standard and then transferred over to Aramex. Estimated delivery within 7-12 business days.

International
All orders to North America, United Kingdom and Rest of World are shipped with DHL Postal Standard.

Please see below for estimated delivery times.

*Due to recent tariff adjustments by the U.S. government, some eyewear shipments from Australia to the U.S. may be subject to additional duties and delayed shipping times. While we’re working to minimise any impact on our customers, we want to be transparent about potential changes.

EU Customs and Import Duties
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 us if you have any further queries.

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. Signature is not required for international deliveries.

Has my order been shipped yet?
Once your order is dispatched from our warehouse, you will receive an email from both The Eyewear Index and the applicable carrier confirming that your order is on its way.

For your privacy and protection, we use a third-party provider to manage secure transactions. We provide this service to give our customers piece of mind that their information is being managed responsibly. Should your credit card payment be quarantined due to suspicious activity, the Customer Care team may contact you to request further evidence of identity.

How can I track my order?
When your order has been dispatched from 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.

I haven't received my order?
If you have received your dispatch email and still have not received your order, please use your tracking number to track your order.

If you haven't received a dispatch email, contact Customer Care with your order number (eg. EI#12345) and we can look into this for you. It could just be a case of an incorrect contact email or our emails being marked as junk.

Can I change my delivery address?
Once you have checked out and paid for your order, unfortunately we are unable to update the address on your order. Once your order has been shipped, what you can do is contact the courier and see if it is possible to re-direct your order using your tracking number. Please note tracking numbers can take 24 hours to become active with the courier. 

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 item in accordance with Australian consumer laws.

Are you shipping to the Middle East?
DHL Global (standard international shipping) will only deliver to PO Boxes in The United Arab Emirates and Saudi Arabia. If you are placing an order to one of these countries you are required to supply a PO Box address at the checkout.