Oakley Shipping & Returns | Official Oakley Store | Oakley® (2024)

Shipping & Returns

SHIPPING POLICY FOR PURCHASES MADE ONLINE AT OAKLEY.COM

FREE SHIPPING

Receive free shipping on all orders placed on Oakley.com Australia. All web orders are shipped direct. All Oakley Custom Program products will be shipped via FedEx from our headquarters in Foothill Ranch, California. When ordering items with estimated ship dates, your order will ship when the total order is complete. Please note that shipments can occasionally be delayed due to unforeseen circ*mstances. We do not deliver to PO BOX addresses or parcel lockers.

Delivery Schedule:

Sunglasses & Eyeglasses: 3-5 business days
Apparel, Footwear, Accessories, Goggles, Helmets: 3-5 business days
Oakley Custom Products: 10-13 business days
Prescription Eyewear: 8-10 business days

*Estimated dates. **Business days does not include weekends and public holidays. *Additional lead times of up to 2-3 business days apply for addresses in rural areas.

FREE CLICK & COLLECT

You can now choose to buy online and pick up at selected Oakley stores* or Sunglass Hut stores (as collection points only).

How do I place a Click & Collect order?
Select the 'Click and Collect' option in the cart and choose your preferred store from the list. Once your order is shipped to the store, you will receive a confirmation email specifying what carrier was used along with the corresponding tracking number. Please note items in your order may ship from multiple locations and can occasionally be delayed due to unforeseen circ*mstances. Note: Click & Collect is not available in the following Oakley stores: Sydney Domestic and South Wharf.

How do I know when my order is ready for collection?
Once your order is ready for collection, a store associate will call you to confirm your order is ready for collection within store opening hours of the selected Oakley or Sunglass Hut store (as collection points only). Please wait to hear from us before coming to the store to collect and remember to bring your ID and copy of the order confirmation email.

Can I cancel my Click & Collect order?
Once your order has been placed, we cannot cancel your order. Upon collection, returns can be made in selected Oakley stores only, in line with our returns policy.

PRESCRIPTION EYEWEAR

  • If you have not uploaded a prescription on check out, you have up to 10 days from the moment your order is placed to upload or email customercare@oakley.com.au with your prescription before the order will be cancelled. Please ensure you have provided a valid script with pupillary distance and expiry date details.
  • Once Prescription has been sent or uploaded, please allow additional days for your prescription glasses order to be validated and shipped.
  • Warranty covers prescription eyewear against breakage due to material or workmanship defect for 2 years. It does not cover damages caused by misuse or negligence. If your order does not meet the warranty conditions, we cannot accept the return.

RETURNS AND EXCHANGES

In this Returns Policy, “Oakley”, “we”, “our”, “us” refers to Luxottica Retail Australia Pty Limited (ACN 000 025 758) for purchases in Australia; and Luxottica Retail New Zealand Limited (CN 636829) for purchases in New Zealand, and our related bodies corporate and ultimate holding company Luxottica Group S.p.A where applicable.

REPLACE YOUR SUNGLASSES POLICY (for purchases made in-store and online)

Sign up to our free MVP Loyalty program and if you damage your glasses within 1 year you can take the opportunity to Replace Your Sunglasses. We will give you 50% of the price you paid towards an identical pair*.

The Replace your Sunglasses offer excludes all customised, personalized, engraved and prescription frames.

Your damaged glasses must be returned with proof of purchase to any Oakley Retail store in the country of purchase within 12 months from the date of purchase. This offer cannot be used for the purchase of sale items and is not to be used in conjunction with any other offer or discount. You must be a member of MVP Loyalty and consent to receive marketing to be eligible for this offer.

Only available to be used once per original purchase. If an identical pair is unavailable a substitute pair greater than or equal to the price paid of the original pair will be offered. The damaged glasses will be retained by Oakley Retail upon purchase of the new pair.

RETURN POLICY FOR PURCHASES MADE ONLINE AT OAKLEY.COM

If you are not satisfied with your purchase from https://www.oakley.com/en-au please contact Customer Care for a Return Authorisation (RA) number within 14 days of the delivery date.

Prescription eyewear, customised or engraved products are made to the customer’s exact specifications, so no refunds or exchanges are available for a change of mind. For all other products, items must be returned in its original, unmarked packaging including any accessories, manuals, documentation and registration that was included with the product and in ‘as new’ and undamaged condition with a Return Authorisation (RA) number and the original order number. The product must be returned to us within 14 calendar days of the issuance of the Return Authorisation Number. We will provide you a refund based on your original method of payment. Returns that do not meet these conditions may be subject to a refusal under this offer. Our change of mind return policy does not apply if you have broken or damaged the product in any way. It cannot be used or combined with any other offer, discount or promotion.

EXCHANGE YOUR ONLINE PURCHASE

Exchange items purchased on our website with ease. Items purchased online cannot be exchanged in-store.
All exchanges of purchases made on our website must be exchanged by either:

  1. Have your order number and product code ready and call us at 1800 414 011 Monday-Friday between 10:00 a.m. and 07:00 p.m. (AEST/AEDST); or
  2. online.

Items must be of equal price and your product code can be found in the product info section on our website. Our customer care team will guide you step by step to complete your exchange.

RETURN A PURCHASE MADE ONLINE VIA MAIL

Follow these simple steps for a prompt refund:

  1. Contact Customer Care for a Return Authorisation (RA) number.
  2. Securely package item(s) in original packaging (including documentation, manuals, warranty information, registration, etc.)
  3. Include a list of product to be returned in the box, inclusive of product codes, descriptions and quantities.
  4. Please write order number on outside of package.
  5. Return items to the mailing address below (at your expense). For your protection we highly recommend you use a traceable and insurable shipping method. We are not responsible for lost or damage packages.
  6. Once your return is received and verified, we will credit your original purchase credit card for the price of the item(s) usually within 15 business days of receipt. Where credit card was not used, alternative method of payment will be issued.

EYEWEAR RETURN ADDRESS:

Returns Optics

Luxottica Greater South Pacific
PO Box 230
Horsley Park NSW 2175, Australia
Phone: 1-800-414-011
e-mail: customercare@oakley.com.au

APPAREL, FOOTWEAR & ACCESSORIES RETURN ADDRESS:

Luxottica Greater South Pacific
PO Box 230
Horsley Park NSW 2175, Australia
Phone: 1-800-414-011
e-mail: customercare@oakley.com.au

RETURN A PURCHASE MADE ONLINE TO AN OAKLEY STORE

Most Oakley stores accept the return of your orders purchased on Oakley.com. Find a store near you in the country that you purchased from to return within 14 days of the delivery date. Simply bring your product, proof of purchase and original packaging and we'll provide you with a complete refund in line with our returns policy. Please note that items purchased online cannot be exchanged in-store. If you need to exchange an item, please reach out to customer care.

Custom eyewear and prescription eyewear are not eligible for change of mind returns. Please call our online Customer Care team for custom and prescription eyewear returns. In the event of damaged, faulty or missing goods, refer to the Oakley.com returns policy. For online orders that are returned to a store, where the store has assessed and accepted your online order return in line with our policy, a refund will be processed back to your original payment method. This can take up to 5-10 days to appear in your account, this is dependent on your individual bank processing time as well as the payment method used.

Oakley return to store is not available in the following Oakley stores: Sydney Domestic and South Wharf or at Sunglass Hut stores. Sunglass Hut is collection point only for Oakley and not a wholesale stockist of all products so any items sent to Sunglass Hut will need to be returned through the Oakley.com Return and Exchanges policy.

RETURNS POLICY FOR PURCHASES MADE IN-STORE AT OAKLEY:

HOW TO RETURN: Complete Pairs (Frame and Lenses), Lenses only, Sunglasses, Frame-only, Googles, Helmets, Accessories, Footwear and Apparel.

For change of mind returns for in-store purchases at Oakley, you must present to an Oakley store within 30 calendar days in the country of purchase and we will offer you an exchange for a new product.

To be eligible to exchange your purchase under our 30-Day Change of Mind policy, you will need proof of purchase (Store Receipt or Tax Invoice issued by an Oakley store) and the product and case must be in the original “as new” condition.

For exchanges where the new product is a lower price point, the remaining balance will be issued as an Oakley gift card available to be redeemed in any Oakley store within the same country for 3 years from the date of issue. Read the full Gift Card Terms and Conditions here.

For purchases tendered via Afterpay, where the exchange for new product is a lower price point the difference of the original price paid will be issued as an Oakley Gift Card and you will be responsible to pay out any outstanding instalments via Afterpay.

For exchanges where the new pair is at a higher price, you will be required to pay the difference with an accepted payment method at the time of exchange.

For prescription orders where you wish to return or cancel under the Change of Mind policy, please note that the value of any full or partial payments can be redeemed under the Change of Mind policy.

We cannot accept Change of Mind exchanges on contact lenses, engraved and or customised products. Our Change of Mind policy does not apply if you have broken or damaged the product in any way and is not in an ‘as new’ saleable condition.

Applicable to Frame-only and Non- Prescription Sunglass purchases:

Only in circ*mstances where your sunglasses or frame-only product is in saleable condition, with the original case and with the original price tags attached, our team members will assess the item to determine if the product meets the bove criteria to be eligible for a refund.

For purchases made with a gift card payment type and then returned under this Policy, a new gift card with will be loaded to the value of the product and issued to you at the time of exchange. Please read the full Gift Card Terms and conditions here.

Uncollected complete pairs (frame and lenses), lenses only and contact lenses:

Collection in Store:
Once your order has arrived at the store, our staff will make reasonable attempts to contact you via the contact details provided to arrange collection. If you do not collect the order within 30 calendar days of the date of arrival, the product will be returned to the warehouse. We recommend to collect your order as soon as possible and within 14 days if you wish to enjoy the benefit of our Change of Mind Policy which is only valid 30 calendar days from date of arrival. Please consider this in addition to any terms of sale - generally any deposits or payments made in store are non-refundable except as outlined in this policy

Ship To Home:
If delivery is unfulfilled by the courier your order will be returned to the warehouse. You will need to contact the store of purchase and provide them with the receipt number to organise redelivery or collection from store. If we determine that your order is lost in transit or returned to sender, then a replacement order will be arranged in store. Any associated shipping fees will be at the expense of the customer.

Please consider this in addition to any terms of sale in store - generally any deposits or payments made in store are non-refundable except as outlined in this policy.

Please note that delivery fees are non-refundable.

In-store purchases made via SmartShopper: (In-store specific)

Purchases made via SmartShopper are purchases made in store where the product is not available on the day. These purchases are bound by the same terms stipulated above.

SmartShopper orders (being for stock that is not available in store on the day) are placed at the time of payment and you will be responsible for collecting your purchase at a later date. This is either in store or if delivery to home is elected, upon receiving from the courier. For returns and exchanges, please return to the Oakley store of purchase. In the event where your product is cancelled due to being out of stock, you are entitled to an exchange or full refund to your original payment method. In the event of a missed delivery, refused delivery or if the customer is uncontactable to collect their purchase upon arrival, the terms stipulated above apply.

*Full Gift Card TC’s can be found here

Manufacturing Warranty for items purchased in store & online at Oakley

The applicable consumer laws in Australia and New Zealand protect consumers by giving them certain guaranteed rights when they buy goods and services. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Law. You are entitled to a replacement or refund for a major or substantial failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major or substantial failure.

Unfortunately, we don't offer repair services. Customers must present to an Oakley store in the country of purchase to process in-store all returns, exchanges and any warranty claims.

For further information, please refer to the Oakley Warranty Policy here.

DISCLAIMERS:

Subject always to the Australian Consumer Law and any other applicable law -

Prescription Eyewear & Customised Products

Prescription eyewear, customised or engraved products are not returnable or refundable under Oakley’s online or in-store return policies.

Return Authorisation (RA) Number Required for purchases made online at Oakley.com

All products purchased online being returned under this offer must have a Return Authorisation number in order for a prompt refund. Product must be returned within 14 days of receiving the Return Authorisation number. Original freight charges are not refundable under this offer.

14 Day Return Period (other than Electronic Products)

You must request a Return Authorisation number for all products other than electronic products within 14 days of the delivery date. Securely package items as we are not responsible for any items lost or damaged in transit.

Missing Item or Damaged Product Fee

Additional fees will be charged for any product missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in “sellable” condition).

Note: We only accept returns on items purchased from Oakley.com/en-au. Items purchased from an Authorised Oakley retailer or optician must be returned to the place of purchase.

Oakley Shipping & Returns | Official Oakley Store | Oakley® (2024)
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