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FREE Express Shipping on all orders over $198
FREE Express Shipping on all orders over $198

Frequently Asked Questions

General Questions

I would like to try on your products. How can I find the closest retailer to me?

You can find all the retailers who stock our products by visiting this page. Alternatively, you can use our Virtual Try On tool which is available for most products. Simply click the 'Virtual Try On' button for each product and follow the prompts. A device with a webcam is required in order to use this tool.

The product I wanted is out of stock, what can I do?

Due to demand, some of our products become sold out quicker than we expect. You can input your email address or mobile phone number under the sold out button on the product page and we will inform you when it is back in stock. Unfortunately, we cannot guarantee that the product will come back in stock and apologise if you miss out.

How can I find out about new product releases?

You can register an account with us here. By registering, you can choose to receive news and promotional updates, as well as check out faster, track your order and view your order history.

What are your Customer Service opening hours?

Our Customer Service Team is available Monday to Thursday between 8:00am and 4:00pm AEST, and Friday between 8:00am and 3:00pm AEST (not including Public Holidays). During the end of year holiday season, our office hours may be shortened and this period also includes an increased number of Public Holidays.

Email: customerservice@valleyeyewear.com
Phone: +61 755 344 404

Order Questions

What forms of payment do you accept?

We accept a number of payment types including VISA, MasterCard, Paypal and Gift Cards issued through our online store.

If you are an Australian or New Zealand resident over the age of 18, you might be eligible for our integrated ‘Buy Now Pay Later’ payment options, Afterpay and Zip. You can find out more about Afterpay here.

Do I need to register an account to place an order?

You do not need an account to place an order with us and can check out as a guest. However for faster checkout, viewing your order history, and receiving news and promotional updates we recommend registering an account with us. You can register for an account here or do so while placing an order.

How long does it take to process an order?

Order processing times are dependent on the products in your order. A guide for order processing times for different products is below. Please note that your entire order will be held until all products in your order are ready for shipping. You will receive a shipping confirmation email/SMS once your order has been processed and packed, and is ready for pick-up by our delivery partners.

• Classic sunglasses (1 business day)
• Polarised sunglasses & blue blocker glasses (Up to 5 business days)
• Prescription sunglasses & glasses (Approximately 14 - 21 business days)

More information on delivery and processing times can be found here.

How do I track the status of my order?

If you registered an account previously or whilst ordering, you can log in and check the status of your order here.

Alternatively, if you checked out as a guest, you can contact our Customer Service Team with your full name and order number for an update on the status of your order.

Alternatively, if you checked out as a guest, you can contact our Customer Service Team with your full name and order number for an update on the status of your order.

Can I change or cancel my order?

If you need to make a change to an order that has just been placed, please contact our Customer Service Team immediately. We cannot guarantee that your order can be changed. Unfortunately once your order has been processed, we are unable to make any changes. We are also unable to change or cancel your order after it has been dispatched.

I experienced a problem while placing an order. What should I do?

Please contact our Customer Service Team to establish whether your order has been placed and whether payment has been received. If payment is not received, your order cannot be processed.

My discount code or Gift Card is not recognised at checkout. What should I do?

Please contact our Customer Service Team to determine the cause of the issue. Please ensure you provide your full name, email address, discount code and any applicable order numbers relating to the purchase or issue of a Gift Card.

Delivery Questions

How long will it take for my order to arrive?

Delivery time (not including order processing time) depends on your location. For more information on delivery times, please visit our delivery page here.

More information on order processing times can be found here.

Can I track my parcel online?

Yes. All shipments are completely trackable online. You will receive an email notification with a tracking number and a link to track your parcel with the appropriate courier company once your order has been processed and packed.

DHL Express Tracking
Australia Post Tracking

Do you deliver to PO Boxes?

Unfortunately, as we deliver via express courier we do not deliver to PO Boxes or Parcel Lockers.

Do you ship internationally?

We currently deliver Worldwide with a few exceptions. Unfortunately at this time we cannot deliver to French Southern Territories, Heard Island And Mcdonald Islands, South Georgia And The South Sandwich Islands.

Returns Questions

Are sale items returnable?

Unfortunately during sale periods, all purchases are final. Items purchased while on sale are only eligible for return if they are deemed faulty. You can find out more about the definition of a product being deemed faulty by visiting our Returns and Refund policies. Please be aware that all returns for manufacturing fault are checked and evaluated individually.

How do I return an item?
p>Please contact our Customer Service Team to obtain a return authorisation number (please include your order number, product and reason for your return). All returns MUST obtain a valid return authorisation number before being returned.

Once a return authorisation number has been obtained, please post all items you wish to return to the following address. Please ensure that all items are in their original packaging, protected from damage and be sure to include a copy of your order (with your order number, name and return authorisation number clearly stated). Any products returned without the appropriate paperwork or a valid return authorisation number will not be accepted and will be held until payment for return shipping is received.

VALLEY Eyewear
Returns Department
PO Box 499
Currumbin QLD 4223
Australia

Please note: it is your responsibility to return any items to our warehouse in new condition and we recommend opting for a tracked parcel with insurance for all returns. We do not offer free returns and therefore return postage will only be refunded if items are deemed faulty through manufacturers fault.

Once your return has been received by our Customer Service Team, all products will be inspected and the return processed.

How long does it take for a return or refund to be processed?

All returns are inspected within 72 business hours of being received to our Returns Department. Once inspected, the appropriate action will be taken in-line with our Returns and Refund policies.

If the return has met all criteria for a valid return for store credit, an online gift card for the total value of the items returned will be issued to the email address associated with the order. Return postage costs will not be refunded.

If the return has met all criteria for a valid refund, a refund will be issued to the payment method used for the original purchase. These funds (including return postage costs if applicable and proven) should reach your account within 2-5 business days. However, as each financial institute is different we cannot guarantee how long it will take for these funds to reach your account. Unfortunately, refunds cannot be processed to an alternative method of payment or different credit card.

If the product returned does not meet all criteria for a valid refund or return (due to misuse, mishandling or lack of care), the product will be returned to you without repair or replacement. If an Return Authorisation was not obtained prior to returning, cost of shipping your product back to you may be at your expense. Please ensure a Return Authorisation number has been obtained prior to returning your product.

More information on our Returns Policy can be found here.

I completed my order using Afterpay. How do I return an item?

Afterpay does not effect our standard Returns and Refund policies. If you wish to return your goods, please complete the returns process as per our Returns and Refund policies and the FAQ question above.

If you are deemed eligible for a refund, any initial Afterpay payments will be returned in full and the remaining scheduled Afterpay payments cancelled at no charge. In the case where a refund is not applicable, a gift card will be issued for store credit and your agreement and payment schedule with Afterpay will not be effected (you will still be liable to make payments to Afterpay).

More information on Afterpay can be found here.

Product Questions

I am not sure which product would suit me. Can you recommend the best style?
p>Our Customer Service Team is equipped to answer almost any question about our styles. However as all face shapes and sizes and opinions are different, we are unable to recommend styles for an individual.

If you are unsure of which style to choose, we recommend trying our Virtual Try On tool to get an idea of how each product might look on your face prior to purchasing. Alternatively, we recommend visiting one of our retail stockists to try on our products and make your selection.

Where are your products made?

All of our frames are hand-made in a boutique factory in PRC (the People's Republic of China). Custom lenses are constructed and fitted by professional technicians in our Precision Optical Lab.

I have a bi-focal prescription. Can I get optical frames with my prescription fitted?

Unfortunately we cannot fulfil bi-focal prescriptions at this time. If you are unsure of your prescription, please contact our Customer Service Team for more information.

Need help with something not listed above?

Contact Customer Service