How can we help?
We love hearing from you! At Just Sunnies, you will always speak to a real person in our friendly customer service team. We are committed to customer satisfaction and care about your eye health. If you have a question about your order, our products or our website, please contact us via one of the methods below. You may also find what you're looking for in our FAQs.
Haven't received an email from us?
If you are expecting an email from us and it hasn’t come through, we kindly ask that you check your junk and spam email folders in case our email has landed in there. From time to time, your order confirmation email, discount code email or shipping confirmation email can be marked as junk mail, this depends on each individual's email filtering.
You can search your emails for firstname.lastname@example.org, this is the email address where our emails are sent from.
If you are unable to locate the email/s, please contact our customer support team and we will assist you further.
How do I return an item?
Sending back a return is easy. Initiate and lodge your return online by logging into your Just Sunnies account and selecting Make a Return.
*Refunds are not applicable on postage charges, red-line sale & outlet items**, lay-bys or Gift Cards. Please check if your order is eligible for a refund here.
Please note, if your order doesn't qualify for free returns, Just Sunnies offers a returns service for $7.95. If you have selected to return your item for a refund, the $7.95 fee will be deducted from your total refund.
If you have selected to exchange an item, our customer service team will contact you to process any required payments before completing your exchange.
If you need assistance in lodging your return, please contact our customer service team via email@example.com or call 1300 SUNNIES.
For International orders, please follow the steps below:
All International Orders (outside of Australia):
- Complete the Exchange & Return form and enclose along with your sunglasses. Be sure to complete all fields to ensure a prompt turn around.
- Pack all items with your returns form in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
- Address your package, making sure you cover or remove the original shipping label. Our returns address is:
- Just Sunnies Returns
- 1/62 Township Drive, Burleigh QLD 4220
- Attend your local Post Office and send. For security and peace of mind, we strongly suggest using insured tracked postage, Just Sunnies is not liable for lost parcels.
Once received in our warehouse, we will inspect the goods and process your return within 48 hours to ensure you receive your exchange/refund as quickly as possible.
Is my order eligible for a refund?
We want you to be happy with your new purchase! If you are not satisfied with your sunglasses, you are welcome to return your order for a refund in line with our returns policy. Here are our simple rules of return:
- You have 30 days from purchase to return your item(s) back to our warehouse for Australian orders and 60 days for International orders.
- Items must be in the original packing which must be in original condition.
- Items must be unworn and unused with the original tags still attached.
- The type of return is determined on the below eligibility criteria:
Full Price & Our Price Items:
All items can be returned for an exchange or refund.
Items purchased during Sitewide Sale Events or Promotions
All items purchased during a sitewide sale event are eligible for a refund or exchange. Please note orders made during sale events are not eligible for Free Returns.
Red-line Sale Items (red font):
All sale items can be returned for an exchange only. Sale items are products where the price is listed in red. Please note sale items are not eligible for Free Returns.
Outlet Items (red font & “(o)” listed in style name):
All Outlet items are final sale and cannot be returned for a refund or exchange. Outlet items are identified in the sale section with an “(O)” in the style name and have individual product descriptions detailing any signs of wear, defects or reason for being marked as outlet. Outlet items do not come with a warranty.
Items purchased during Sitewide Sale Events or Promotions:
All items purchased using a during a sitewide sale event are eligible for a refund or exchange. Please note orders made during sale events are not eligible for Free Returns.
You will receive your refund or exchange notification within 1-3 business days. We will notify you via email once your refund has been finalised. Please allow up to 3 business days for your refund to appear in your account. For security purposes, we can only refund back to the original payment method.
Refunds are not applicable on postage charges or Lay-bys.
How long will my delivery take?
We offer two different methods of shipping within Australia. Please see the table below for further details.
Please note, due to COVID-related safeguards, limited flights and increased parcel volumes, Australia Post is experiencing some delays to their delivery services.
Express Shipping Service - FREE on orders $99AUD and over, $10.00 on orders under $99AUD
Express Shipping Time Frame - Metro: Next business day. Regional: Please allow an additional 1-2 business days
Standard Shipping Service - FREE on orders $60 and over, $5.95 on orders under $60
Standard Shipping Time Frame - Metro: 2-5 business days. Regional: Please allow an additional 1-2 business days
Please note: Shipping times are a guideline and are subject to change. Order processing may take up to 48 hours. You may experience slightly longer delivery times during peak periods, promotion and sale events or due to unforeseen delivery delays from our courier Australia Post.
Please note, due to COVID-related safeguards, limited flights and increased parcel volumes, there are lengthy delays to delivery timeframes for international orders.
International Express Shipping Service - $19.95 for orders over $150AUD, $29.95 for orders under $150AUD
International Express Shipping Time Frame - 7-10 business days
New Zealand Express Shipping Service - $14.95 flat rate for all orders
New Zealand Express Shipping Time Frame - 3-7 business days
Bulk Order Shipping Service - $40.00 for order of 20 or more items
Bulk Order Shipping Time Frame - 7-15 business days
Duties and taxes assessed by customs are the responsibility of the customer. A signature will be required on delivery, please make sure that you provide a delivery address where someone will be available to sign and receive your parcel.
Please note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, promotion and sale events or due to unforeseen delivery delays from our courier Australia Post.
How do I track my order?
Once your order has been dispatched from our warehouse, you will receive a shipping confirmation email from Just Sunnies. Once your item is processed at the sorting facility, you will receive an email via Australia Post containing your tracking number and a link to track your order. After you receive your shipping confirmation email from Just Sunnies, please allow 12-24 hours for your tracking details from Australia post to come through. Once you have your tracking number, you can go to the Australia Post website at any time to track the movements of your parcel and expected delivery date.
If you haven’t received your tracking email, please check your spam/junk folder. If you are unable to locate your tracking information, you are welcome to contact us via firstname.lastname@example.org or call 1300 SUNNIES.
How do I use a discount code?
Discount Codes can be entered via the my bag page or checkout
- Simply enter your discount code in the discount code box and click the ‘Apply’ button to ensure your discount code is applied to your item/s.
- Your discount code will successfully apply if the code is eligible on the item/s in your bag. If the code can be applied, this will be reflected by a green success message. If the code cannot be applied, a red error message will display.
- Please note, only one discount code can be applied per order. Multiple discount codes cannot be entered or redeemed at once. Discount codes are not valid in conjunction with any other offers.
Where are your stores located?
Just Sunnies stores are located in South East Queensland and Tweed. You can locate our stores via our Store Finder page.
Gift Card FAQ's
By purchasing or using a gift card, you indicate you have read, understood, and accepted these terms and conditions.
- For use at Just Sunnies stores and Just Sunnies online only.
- Valid for 3 years from the date the card is issued.
- Gift Card must be presented at the time of purchase.
- Please treat this card carefully, it cannot be replaced if lost, stolen or damaged.
- This Gift Card cannot be returned, exchanged for cash or used to purchase Gift Cards.
- No change is given and any balance remaining can only be used at Just Sunnies.
- Any remaining balance on the card after the expiry date will not be refunded, credited or available for use.
- All e-gift cards are processed on business days, with the exclusion of special holidays such as Christmas, Mother's Day, Father's Day, etc.
Do my sunglasses come with a manufacturer's warranty?
Manufacturer’s warranties come with most items we sell, excluding outlet items. The details of the warranty period are usually detailed on the swing tag or the instructions booklet that come with your sunglasses. You can also visit the brands page on Just Sunnies for specific warranty details.
All sunglasses are guaranteed against defects in workmanship and materials for a period between 6 months and 2 years from the date of purchase. Each brands warranty period will vary. To find out the warranty period of your sunglasses, look for the warranty section listed on the product page of the item you have purchased.
The warranty does not cover normal wear and tear, scratched or broken lenses, lost screws, or nose pieces. Please also keep in mind that any alterations to the sunglasses will void your warranty. The manufacturer reserves the right to repair or replace, in part or in full, the sunglasses returned for warranty or repair. Warranty claims and repairs are at the complete discretion of the manufacturer.
Our dedicated customer support team is here to assist you. Our business hours are 9 am to 5 pm AEST, Monday to Friday. If your enquiry is sent outside business hours, our team will respond the following business day (QLD public holidays excluded).
Phone: (07) 5535 0994
Have a question about your order, our products or our website? Email us at email@example.com or get in touch by completing the form.