Frequently Asked Questions

Shipping

Australian Shipping Charges & Time Frames

We offer two different methods of shipping within Australia. Please see the information below for further details.

Express Shipping Service - FREE on orders $150 AUD and over, $4.95 AUD on orders $80 AUD and over, $11.95 AUD on orders under $80 AUD.

Express Shipping Time Frame - Metro: Next business day. Regional: Please allow an additional 1-2 business days*

Standard Shipping Service - FREE on orders $80 AUD and over, $8.95 on orders under $80AUD.

Standard Shipping Time Frame - Metro: 2-5 business days. Regional: Please allow an additional 1-2 business days*.

Bulk Order Shipping Service - Bulk orders may incur additional shipping charges. Our team will be in touch with you should any extra shipping fees apply.

Bulk Order Shipping Time Frame - 7-15 business days

*Shipping times are estimates only and may vary. During busy periods such as sales events, public holidays, or peak shopping seasons, delivery may take a little longer than usual. Please note, delays can occur within the courier network due to high parcel volumes, weather events, or other circumstances outside our control.

International Shipping Charges & Time Frames.

International shipping fees are calculated at the checkout based on your destination and the items in your order. We ship using DHL Express and AusPost International Express, and for supported countries, applicable duties and taxes are calculated and collected at checkout. This means your order will arrive without unexpected customs charges or additional payments on delivery.

International Shipping - New Zealand
Service Type: DHL Express
Delivery Time Frame: 1-3 business days*

Service Type: Australia Post International Express
Delivery Time Frame: 2-5 business days*

International Shipping - Rest of the World
Service Type: DHL Worldwide Express
Delivery Time Frame: 2-5 Business days*
Countries included: Australia, Austria, Belgium, Canada, Denmark, Fiji, Finland, France, Germany, Hong Kong, Hungary, Indonesia, Ireland, Italy, Japan, Korea Republic of, Malaysia, Maldives, Netherlands, New Zealand, Norway, Poland, Singapore, Slovakia, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States.

Bulk International Orders: Bulk orders may incur additional shipping charges. Our team will be in touch with you should any extra shipping fees apply.

*Shipping times are estimates only and may vary. During busy periods such as sales events, public holidays, or peak shopping seasons, delivery may take a little longer than usual. Please note, delays can occur within the courier network due to high parcel volumes, weather events, or other circumstances outside our control. 

Can I change my delivery address?

Please notify us of address changes as soon as possible by email at support@justsunnies.com.au.

Providing your parcel hasn’t already been dispatched, we can most certainly do our best to change the delivery address for you.

Do you offer click and collect?

Yes, we do! Simply opt for the Click & Collect option in the shipping method at checkout and select your preferred collection location. You can collect your item from the following locations unless stated otherwise at checkout:

Burleigh Heads Showroom
1/62 Township Drive, Burleigh Heads, QLD 4220

James St, Burleigh Heads
Shop 3, 12 James St, Burleigh Heads QLD 4220

The Pines Shopping Centre, Elanora
Kiosk 11, The Pines Shopping Centre,
13-31 Guineas Creek Rd, Elanora, QLD, 4221

The Strand Shopping Centre, Coolangatta
Shop 64, The Strands Shopping Centre,
72/80 Marine Parade, Coolangatta, QLD, 4225

Tweed City Shopping Centre, Tweed Heads
Kiosk 41/54 Minjungbal Dr, Tweed Heads South, NSW 2486

All Click & Collect orders are fulfilled from our warehouse. 

When you choose Click & Collect, your order is processed and picked by our online team and sent in-store for you to collect the following business day*.

Email Confirmation

You will receive an order confirmation email shortly after placing your order. Once your order has arrived at your selected store and is ready for collection, we will send you a second email notification. Please wait until you receive this email before visiting the store to collect your order. 

Be sure to check your junk or spam emails folders. When collecting your order, please bring a copy of your order confirmation email and a valid photo ID.

Looking for an Item in Store Today?

  • Select Find in Store on the product page below the Add to Bag button.
  • If the item is showing as In Stock at your preferred location, contact the store directly and our team can place it on hold for you.
  • Items placed on hold can be viewed and purchased in-store.

If you have any questions regarding Click & Collect, please reach out to our team, we're happy to help.

Has my order shipped? How do I track it?

Once your order has been dispatched, you will receive a shipping confirmation email from Just Sunnies.

Tracking information is usually available later that day once your parcel has been processed and scanned into the Australia Post network. You can track your parcel using your tracking number via the Australia Post website or the Australia Post MyPost app.

You can also log in to your Just Sunnies account at any time to view your order status and tracking information.

If you haven't received your tracking information, please check your junk or spam folder. If you're unable to locate it, please contact our Customer Care team at support@justsunnies.com.au.

Will I have to sign for my order?

All orders require a signature upon delivery. If no one is available to sign for the parcel, Australia Post may leave a collection card or notify you via the Australia Post MyPost app with details on how to collect your parcel.

Customers with an Australia Post MyPost account may be able to choose alternative delivery preferences, including Safe Drop, directly through Australia Post. If you choose to have your parcel left unattended, Just Sunnies is not responsible for any loss, theft, or damage that occurs after Australia Post has marked the parcel as delivered.

Parcels awaiting collection are generally held at the local Post Office for up to 10 business days before being returned to sender. If your order is returned to us and you would like it re-sent, additional shipping charges may apply.

What if my parcel is returned to Just Sunnies?

If a parcel is returned to us due to an incorrect or incomplete address, or because it was not collected from the Post Office within the required timeframe, we will contact you to arrange redelivery.

A shipping fee will apply to resend the order. If you no longer require the order and request a refund, a $15 shipping and handling fee will be deducted from the refund amount.

For assistance, please contact our Customer Care team at support@justsunnies.com.au.

What if one of my items is on pre-order?

Orders are dispatched when all items in your order are in stock and ready to ship.

If you would like the available item/s sent separately, we may be able to arrange a split shipment for an additional postage charge. Please contact our Customer Care team to discuss the available options.

If you do not wish to wait for a delayed item, you are welcome to cancel the affected item for a refund. For assistance, please contact us at support@justsunnies.com.au.

Returns

Can I cancel my order?

Please email support@justsunnies.com.au with your order number you wish to cancel.

We'll do our best to cancel your order before it has been packed and dispatched. However, as we process orders quickly, we can't guarantee that we'll be able to stop your shipment.

If your order has already been dispatched, it can no longer be cancelled. Once you receive your order, you can return it in accordance with our Returns Policy if eligible.

Please note: Refunds are not applicable on postage charges, red-line sale & outlet items or Gift Cards. Please check if your order is eligible for a refund.

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How do I return/exchange an item?

Please email support@justsunnies.com.au with your order number and the item you wish to return. Our support team will respond with a returns form for you to complete and include with your return along with a link to download a return label.

Please pack all items in protective packaging similar to how you received them. The sunglasses must remain unworn with all tags and packaging returned.

Returns may take up to 7-10 business days to arrive. Once we receive your return, it will be processed within 48 hours. You will be notified by email when your return has been processed.

*Refunds are not applicable on postage charges, red-line sale & outlet items or Gift Cards. Please check if your order is eligible for a refund.

How do I return/exchange an international order?
  1. Complete the Exchange & Return Form, ensuring all required fields are filled in, and include it with your return.
  2. Pack your item securely to prevent damage in transit. You may reuse the original packaging if it is still suitable. If reusing the original packaging, please remove or cover any existing shipping labels.
  3. Send your return to:

Just Sunnies Returns
1/62 Township Drive
Suburb - Burleigh Heads
State - Queensland Post Code - 4220
Country - Australia

  1. We recommend using a tracked and insured postage service, as Just Sunnies is not responsible for parcels lost in transit.
  2. If you have requested an exchange and there is a price difference, our Customer Care team will contact you to arrange payment or a refund before your exchange is processed.

For assistance, please email our Customer Care team support@justsunnies.com.au.

Returns, Exchanges & Refunds

We want you to love your new purchase. If your sunglasses don't meet your expectations, you may be eligible for a refund, exchange, or store credit, depending on the item purchased.

Return Timeframes

  • Australian online orders: 30 days from delivery
  • International online orders: 60 days from delivery
  • In-store purchases: 21 days from purchase

To be eligible for a return, items must be unused, in their original condition, and returned with all original packaging and tags attached.

Online Orders

  • Full Price and Our Price items are eligible for a refund, exchange, or store credit.
  • Items purchased during sitewide sale events are eligible for a refund or exchange but are not eligible for Free Returns.
  • Sale items (identified by red pricing) are eligible for exchange only and are not eligible for Free Returns.
  • Outlet items (identified by "Outlet" and an "(O)" in the style name) are final sale and cannot be returned or exchanged. Any wear, defects, or imperfections will be disclosed in the product description. Outlet items are not covered by warranty.
  • Ray-Ban Meta and Oakley Meta glasses are only eligible for return if the original sealed packaging remains unopened. Once opened, these products cannot be returned unless required under Australian Consumer Law.

In-Store Purchases

  • Full price items are eligible for a refund or exchange within 21 days of purchase.
  • Sale items are eligible for exchange only.
  • Gift cards cannot be returned or redeemed for cash.

Free Returns

Free returns are available for eligible Australian online orders over $150 that are returned within 30 days of delivery.

Free returns are not available for:

  • Sale items
  • Outlet items
  • Items purchased during promotions or sitewide sale events
  • International orders

If your order is not eligible for Free Returns, you can still use our returns service for $8.95, which will be deducted from your refund.

We cover return shipping costs for exchanges within Australia.

After You Return Your Item

Once your return has been received and processed, you will receive an email confirmation from our team.

If your return tracking shows as delivered and you have not received an update from us within a few business days, please contact our Customer Care team at support@justsunnies.com.au and we will be happy to assist.

What happens if something arrives damaged or defective?

If you believe your item is faulty, please contact our Customer Care team at support@justsunnies.com.au as soon as possible, including your order number and clear photos of the issue.

Once we have reviewed the information provided, we will advise you of the next steps. If a return is required, we will provide a prepaid return label and return instructions.

After the item has been assessed, we will work with you to arrange an appropriate remedy, which may include a replacement, or refund in accordance with Australian Consumer Law.

What happens if I receive an incorrect item?

If you have received an incorrect item, please contact our Customer Care team as soon as possible at support@justsunnies.com.au and include your order number along with clear photos of the item you received.

Once we have reviewed the information provided, we will arrange for the incorrect item to be returned and the correct item to be sent to you. If the error was made by Just Sunnies, we will cover all reasonable return postage costs.

European Union (EU) Customers Cancellation Policy

If you're purchasing from the European Union, you may have additional consumer rights under applicable EU consumer protection laws, including the right to withdraw from your purchase within the applicable cooling-off period.

To exercise your right of withdrawal, please email support@justsunnies.com.au with your order number and clearly state that you wish to withdraw from your purchase. Once we've received your request, we'll send you a confirmation email and provide instructions for returning your order.

Please note that the right of withdrawal may not apply to certain products where permitted by law, including prescription eyewear, or items that have been opened, used, or otherwise cannot be returned in a resalable condition.

Repairs & Warranty

Warranties & Repairs

Most sunglasses sold by Just Sunnies are covered by a manufacturer's warranty. Warranty periods vary by brand and product and generally range from 6 months to 2 years from the date of purchase. Outlet items are not covered by warranty.

Warranty information can be found on the product page of your item. If you are unable to locate the warranty details, please contact our Customer Care team and we will be happy to assist.

Manufacturer warranties cover defects in materials and workmanship. They do not cover normal wear and tear, accidental damage, scratched or broken lenses, lost screws, missing nose pads, misuse, or unauthorised modifications.

All warranty claims are assessed by the manufacturer, who may choose to repair or replace the product at their discretion.

How do I arrange a Warranty Claim or Repair?

If you believe your sunglasses may be faulty, please contact our Customer Care team with your order number and photos of the issue. We will review the information and advise the most appropriate next steps.

Depending on the brand and nature of the issue, you may be asked to:

  • Provide clear images of the product for assessment
  • Return the item to Just Sunnies for assessment
  • Visit a local eyewear retailer

If your sunglasses need to be returned for assessment, please package them securely in a protective packaging to prevent damage during transit.

For minor repairs, such as replacing a screw, your local optometrist or sunglasses retailer may be able to assist. Alternatively, contact our team directly, as we may be able to provide replacement parts where available.

Please retain your proof of purchase, as it may be required to process a warranty claim.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

Payments

What payment options do you have?

We accept orders with Mastercard, Visa, American Express, Pay Pal, Afterpay, ZipPay, Klarna and Bank Deposit . For more details on our payment methods, please visit our payment page.

How do I use a Gift Card?

You can redeem your E-Gift Card or Physical Gift Card online or in-store.

For online purchases, enter your gift card number in the Discount Code or Gift Card field during checkout and click Apply. The value of the gift card will then be deducted from your order total.

Your gift card number can be found on the back of your Physical Gift Card or within your E-Gift Card email.

If the value of your gift card does not cover the full order amount, you can pay the remaining balance using another payment method.

How do I use a Discount Code?

Discount codes can be entered in the Discount Code field during checkout, including on Express Checkout and Standard Checkout.

Simply enter your code and apply it to your order. If your discount code is valid and the items in your cart meet the promotion's terms and conditions, the discount will be applied automatically.

Please note that only one discount code can be used per order. Discount codes cannot be combined with any other offer unless otherwise stated.

What currency do you charge in?

Your order total will be charged in AUD. Please note that your chosen method of payment may be charged in your local currency at an exchange rate selected by your bank and may or may not include foreign transaction fees. Just Sunnies are unable to determine currency fees and are not included in your order total at checkout.

Prescription Eyewear & Sunglasses

Prescription Eyewear Shipping Timeframe

Prescription lenses are custom-made to order and are manufactured and fitted before being dispatched.

  • Clear prescription lenses: typically completed within 5–7 business days.
  • Tinted/Polarised prescription lenses: typically completed within 10–14 business days.

Once your order has been completed and returned to our warehouse, it will be dispatched via Express Shipping. You'll receive a shipping confirmation email with tracking details as soon as your order is on its way.

Please note that these timeframes are estimates and may vary depending on your prescription, lens selection or any additional lens customisations. If your order is expected to take longer, our team will contact you with an update.

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 $8.95. If you have selected to return your item for a refund, the $8.95 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 support@justsunnies.com.au.

For International orders, please follow the steps below:

All International Orders (outside of Australia):

  1. Complete the Exchange & Return form and enclose along with your sunglasses. Be sure to complete all fields to ensure a prompt turn around.
  2. 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.
  3. 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
  4. 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.

Do my prescription Lenses come with a warranty?

Our prescription lenses include a 12-month manufacturing warranty covering manufacturing defects only. This warranty does not cover accidental damage, scratches, misuse, or normal wear and tear.

Health Funds

If you're an eligible health fund member, you’ll be able to claim the cost of your prescription glasses when you purchase them online from Just Sunnies. To determine your eligibility, please contact your health fund provider. 

For those who are eligible, we provide an itemised invoice on eligible items that you can use to claim back the cost of your glasses directly from your health insurer.

Please note: Benefits only apply to prescription eyewear for the individual who will purchase and use the respective eyewear. Non-prescription items are not covered.

How do claim my healthcare rebate?

If you have optical extra's cover with your health fund, Just Sunnies can help you get the most out of your annual rebates when you purchase a pair of prescription sunglasses or glasses in a few simple steps.

1. Check with your health fund provider

Check eligibility for an optical rebate with your health fund provider. With each health fund provider's policy, the rebate amount, expiration date and time period may vary.

2. Purchase your pair

Once eligibility is confirmed, purchase your prescription sunglasses or glasses online at Just Sunnies and find your receipt attached after your item has been shipped.

3. Send your receipt

Send your receipt to your health fund provider to claim your optical rebate and your health fund will take it from there!

Recognised Provider for the Below Health Funds:

ACA Health, AHM, Allianz, APIA, Australian Unity, Bupa, CBHS, CUA, Defence Health, Doctors Health Fund, Emergency Services Health, Frank Insurance, GMHBA, GU Health, HBA, HBF, HCF, Hunter Health, Iman, Latrobe, Medibank, Mildura Health, Navy Health, NIB, Nurses & Midwives Health, Onemedifund, Peoplecare, Phoenix, Police Health, Qantas, RBHS, St Lukes Health, Teachers Health, Transport Health, TUH, Uni Health

Still have questions, please email support@justsunnies.com.au, we are here to help.

Sunny Perks

How can I become a Sunny Perks member?

Joining Sunny Perks is simple! Create an account by clicking the profile icon in the top right corner of the website and follow the prompts. Check your balance at any time within the "Sunny Perks" section of your account and be sure to log in before making a purchase.

Where can I see my points balance and history?

Log in to your account to access your points balance and history. Your total balance reflects all points-earning activities, like placing an order or leaving a review, as well as any points redemptions or refunds.

How do I redeem my Perks Points?

Earn points every time you shop, and for every 300 points you collect, you’ll unlock a 10% off reward code to use on your next order, with no minimum spend required. To redeem your reward, simply head to the Sunny Perks dashboard in your account and select your available 10% off voucher. You’ll then receive a unique, single-use code to apply at checkout.

Are there any rules for using Sunny Perks vouchers?

Yes, Sunny Perks reward codes follow the same terms and conditions as our standard promotions, which you can find under the Ongoing Offers & Promotions section in our Terms & Conditions. For every 300 points earned, members can redeem them for a 10% off reward code.

Reward codes are single-use only, only one code can be used per transaction, and they cannot be stacked or used in conjunction with any other offer. Every time you earn or redeem points, your points balance expiry is extended by a further 12 months, giving you plenty of time to continue earning and redeeming rewards.

Can I earn points on all purchases?

You can earn Perks Points on almost everything you purchase at Just Sunnies, with 1 point for every $1 AUD spent.

However, there are a few exclusions:
• AI Glasses – These purchases do not earn points.
• Gift Card Payments – Purchases made with a Just Sunnies gift card do not earn points.

If you have any questions or need further assistance, don’t hesitate to contact us at support@justsunnies.com.au.

What happens to my points if I refund an order?

If you return an item, any points earned from that purchase will be deducted from your account. If you exchange for an item of equal or higher value, your points balance will be updated to reflect the final purchase amount.

Where can I learn more about Sunny Perks?

To learn more, visit our "Sunny Perks Loyalty" page. This page contains our full list of frequently asked questions, the ways to earn, tiers and more.

How can I opt out of the loyalty program?

From 1st December 2024, all Just Sunnies account holders will automatically become loyalty members and earn points with every purchase. However, you are not required to redeem your points or use any of the benefits if you prefer not to.

If you no longer wish to receive loyalty-related emails, you can easily unsubscribe using the link at the bottom of those emails.

To opt out of the program entirely, simply contact our team and request the deletion of your loyalty account, and we’ll process it for you.

Just Sunnies Retail Stores

Where are your stores located?

Just Sunnies stores are located in South East Queensland and Northern NSW. You can locate our stores via our Store Finder page.

How can I return/exchange an In-Store Purchase?

If you do change your mind, we will happily exchange or refund your purchase, subject to a few conditions.

Returns must be made within 21 days of the purchase date. Visit us in-store for full details.

Can I use my healthcare rebate in-store?

Unfortunately not, health fund claims are not eligible on plano sunglasses.