SHIPPING & RETURNS
DOMESTIC SHIPPING We offer free shipping within Australia via Sendle, Australian post and Dhl express. Orders are processed within one business day, and all packages are insured against theft or loss. High-value items will require a signature upon delivery unless the client opts out. Expedited shipping options, including express postage within 2-5 business days. Some items may require additional handling time.
Q&A
How do I track my order?
Once your order has shipped, you will receive an automated email with tracking details. If you don’t see it in your inbox, feel free to contact us via chat or email at info@essueyewear.com.au for assistance.
Can I change my shipping address?
Yes! Contact us via call, text, or email, and we will update your shipping details accordingly.
Can I request a preferred shipping carrier?
Absolutely. Once your order is placed, reach out to us with your preferred shipping method, and we’ll do our best to accommodate.
Is signature confirmation required?
For orders over $300, signature confirmation is required unless requested otherwise. We typically verify your preference via text or email before shipping.
INTERNATIONAL SHIPPING We provide worldwide shipping through DHL Express and Fedex, with an average transit time of 2-10 business days. Since customs policies vary by country, we are not responsible for delays caused by customs processing. Duties and VAT are included for orders over $500, with some exceptions—please contact us for details.
Note: Occasionally, we may ship via UPS International, as shipping rates fluctuate. You will be notified of the selected carrier once the shipping label is created.
RATES
- Free shipping on orders over $500
- United States: $48.99
- Canada & Mexico: $49.99
- Rest of the World: $58.86
Q&A
How quickly are international orders processed?
Just like domestic orders, most are processed within one business day, unless otherwise specified on the product page.
I’m concerned about import duties, can you help?
Certainly! Email us at info@essueyewear.com.au for assistance with any customs related inquiries.
Is my order insured against loss or theft?
Yes. All international orders include signature confirmation and are insured against theft or accidental damage during transit.
RETURNS AND EXCHANGES
We have a 20-day exchange policy, which means you have 20 days after receiving your item to request an exchange.
To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at info@essueyewear.com.au. Please note that returns will need to be sent to the following address: Shop 2 / 836 Military Rd, Mosman NSW 2088.
If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Change of Mind We do not offer refunds for change-of-mind purchases. If your item is returned within 20 days of receiving your order in its original, unworn condition with all packaging and tags attached, we are happy to offer an exchange or store credit. This does not affect your rights under Australian Consumer Law.
Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items Certain types of items cannot be returned, like perishable goods, custom products, and personal care goods. Please get in touch if you have questions about your specific item.
All sale items are final sale and are not eligible for a refund or exchange. Gift cards cannot be returned or exchanged.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling Off Period If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds Refunds are only issued in accordance with Australian Consumer Law (e.g. faulty or misdescribed items). We will notify you once we've received and inspected your return. If a refund is approved, you'll be refunded to your original payment method within 10 business days. If more than 15 business days have passed since we approved your return, please contact us at info@essueyewear.com.au.
You can always contact us for any return question at info@essueyewear.com.au.
Refunds do not cover shipping costs or return fees, which are the buyer’s responsibility. Domestic return labels will not exceed $15, except for large orders.
Returned items must be in brand-new, unworn condition with all original packaging intact and suitable for resale.
Unfortunately, we cannot accept returns on sale items or gift cards.
Note: BLACK FRIDAY SALE items are final sale, they are non-refundable and cannot be exchanged or returned for store credit.
Q&A
Can I return an international order?
Yes, though return shipping costs will be the buyer’s responsibility. We will assist in making the process as cost-effective as possible.
I didn’t love the style or fit of my item, what are my options?
Contact us via phone or email to discuss alternative options that may better suit you.
When will I receive my refund?
Depending on the payment method (PayPal, Amazon Pay, Apple Pay or Credit card), refunds typically process within 2-10 business days.
PRESCRIPTION AND CUSTOM LENSES
Prescription and custom lenses are non-refundable. However, frames can be returned within the designated return window.