Shipping & Returns
Passport Eyewear has been in the game for more than 45 years and we wouldn’t have been able to do that without our amazing customers! As a customer, you are our number one priority! At Passport Eyewear, we want to do everything within our power to make sure you have the best experience shopping with us and receiving your items. Listed below are our policies on deliveries, shipping times, orders, and returns.
DELAYS DUE TO COVID
Australia Post are still experiencing significant delays due to Covid, therefore shipment times of products may be affected. We recommend selecting Express Post to ensure your parcel arrives in a more timely manner.
When will I get my order?
Usually, it takes 1-2 business days to fulfil an order, after which it is shipped out. Shipping times with standard freight are approximately 2-7 days, with express shipping taking 1-3 days. Some orders such as rural orders may take a little longer (but not much) due to isolation factors and freight routes.
What are your shipping options?
We offer standard and express shipping within Australia, and flat fee shipping for New Zealand customers.
2 - 14 Business Days
$9.95, Orders over $50 SHIP FOR FREE
1 - 6 Business Days* $15.00
*Depending on location and whether your address is in the Express Post delivery zone
Outside of Australia, we currently only offer delivery to New Zealand. Standard shipping flat fee of $25 applies.
Where will my order ship from?
All our glasses, umbrellas and other products ship from our warehouse in Adelaide, South Australia. All orders are picked, packed, and shipped from our Australian warehouse.
Will I be charged customs for my order?
In short, no. At this time, Passport Eyewear does not ship internationally, with the exception of New Zealand. Customs is not charged to our New Zealand customers, however a flat fee of $25 does apply for shipping.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbours in case the courier left the package with them.
- Have a look around the outside of your house (in the meter box, letter box, or under the welcome mat) in case the postie has delivered it in your absence (honestly, it’s often in the letterbox).
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at email@example.com. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
What are your products made from?
Our eyewear is made from the best available plastic polymers and stainless steel. Our lenses are made from the best grade glass to ensure they aren’t scratched or damaged easily. We offer a 12 month guarantee and, short of them falling into the ocean or into a food processor, they’re made to last.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
We allow returns and exchanges within 30 days of dispatch of your order, should it be damaged or supplied incorrectly. If there’s something wrong with your order, please let us know by contacting us at firstname.lastname@example.org! Further information on the conditions of refunds is available on our Refund Policy page. Click the link in the Help Centre below to review our Refund Policy.
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items, damaged items or if an item is out of stock. If any of these apply, please contact us at email@example.com with photos of wrong/damaged items and we’ll sort that out for you. You can review our full Refund Policy from the Help Centre menu below.
Can I exchange an item for a different size/colour?
Unfortunately, not at this time. Unless you have received the wrong or damaged product, we are unable to facilitate a return or exchange. In the event that you have been sent the wrong size, strength, colour, etc. item from what you ordered, we advise that you contact us at firstname.lastname@example.org with your order number and a photo of the item you have received (preferably with the item serial number visible) so that we can help rectify the situation. Generally in this case we ship out a replacement item or issue a refund, depending on the circumstances.
12 MONTH PRODUCT GUARANTEE!
We take pride in our stellar products and service. Our glasses frames and umbrellas are made to last and we're ready to guarantee that with a 12-month guarantee against faulty workmanship. If your new product breaks from a manufacturing fault within 12 months of your purchase, we'll replace it with a new one or refund the item (refund conditions apply). Just don't go throwing them in a reactor or into an industrial thresher. That's a different kind of fault.
If you've received a faulty item, get in contact with us at email@example.com and our friendly staff will gladly help rectify the situation. Just send us a photo of your faulty item and a copy of the receipt or order number so our staff can help you as best they can.