FREQUENTLY (OR NOT SO FREQUENTLY) ASKED QUESTIONS.
Please find a list below of commonly asked questions that you might find useful when shopping with us.
Of course if you cannot find an answer to your question below we will be more than happy to help, so please feel free to contact us directly here.
WHERE IS MY ORDER?
If your purchase has not arrived within 3-5 business days, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse, or there may be an issue with your order.
Keep in mind that during sale periods and promotions, delivery dates may be longer.
Please contact us if you have any concerns.
Usually delivered in 3 - 5 business days*
*Excludes public holidays . Also during sale/promotional or seasonal events, delivery may be longer than specified times. West Coast Australia may have longer delivery times.
Usually delivered in 5 - 10 business days*
*Excludes public holidays. Also during sale/promotional or seasonal events, delivery may be longer than specified times.
HOW MUCH IS SHIPPING?
All Australian orders offer FREE delivery. Express shipping is also available for an additional fee.
Varies per country but generally around $14.95 - $18.95 AUD for standard and $39.95 AUD for express.
Fee calculated in relevant currency
WHAT PAYMENT METHODS ARE AVAILABLE?
Shade Files accepts Credit Cards (Visa, Mastercard, American Express & Diners Club), Buy Now Pay Later providers (Klarna, Afterpay, Humm & Zip Pay) and Shade Files Gift Card payment for all online purchases.
HOW DO I CANCEL MY ONLINE ORDER?
Most orders are fulfilled within a few hours but please contact us and we may be able to cancel your order. Cancellation requests are not guaranteed.
HOW LONG DOES IT TAKE FOR A REFUND TO PROCESS?
Once your parcel arrives at our head office, your refund will be processed back to the same account you’ve used to make your purchase in 3-5 business days.
HOW CAN I UPDATE MY DELIVERY DETAILS?
Most orders are fulfilled within a few hours and once your order has been confirmed, we are unable to make changes. If your parcel reflects an incorrect address, contact us and we may be able to cancel the order but cannot guarantee these requests.
If you enter an incorrect address during checkout, Shade Files is not liable for any delay or if the item does not arrive to you. Where an incorrect address is entered, parcels are usually returned to sender. We will make every effort upon the parcel being returned to us to re-label and re-dispatch, however Shade Files cannot be accountable for any delays which are incurred during the transit/delivery period. Please note there may be an added delivery charge to resend your item(s) to the correct address.
HOW DO I RETURN MY ORDER?
1. Email email@example.com with your full name, contact number, web order number and reason for return within 14 days of purchase.
2. If approved, we will be in contact as soon as possible with the Return Order Number (RON).
3. Attach the returns label to the carton box your sunglasses were shipped in and return to the address shown. Please note that Shade Files does cover the cost of returns.
4. Once your parcel arrives at head office, your refund will be processed back to the same account you’ve used to make your purchase in 3-5 business days. Please note a AU$8.00 return handling fee will be deducted from the refund amount when returning an item without an exchange.
WHAT DOES IT MEAN IF MY ORDER HAS BEEN SHORT SHIPPED OR OUT OF STOCK?
Occasionally a product is available online at the time of purchase but when your order reaches our warehouse, it may have sold out in the meantime, resulting in your order being short shipped/out of stock. We have systems in place to avoid this occurring and we do apologise if your order is affected.
For short shipped/ out of stock orders, a full refund for the missing items will be returned to the payment method used within 3-5 business days. If you haven’t received your order in full, please contact us.
MY SUNGLASSES BROKE, CAN I GET A REFUND?
Shade Files does not take responsibility for any sunglasses broken by the user. If an item arrives faulty you may apply for a refund or exchange by contacting us here.
Please note that any faulty items need to be returned within 7 days of the item arriving.
WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?
Shade Files will pay the customs duty and tax charges when the purchase total (excluding shipping) exceeds the duty free threshold (AUD $1,000).
Orders less than $1000 AUD customs duty and tax charges will be applied and is payable by the recipient, it is implicit that the purchaser agrees for Shade Files and/or its agent to clear the goods through customs on their behalf.
Customs or import duties are charged once an order reaches its destination (delivery country).
- Charges must be paid by the recipient, and vary widely country to country.
- Shade Files have no control over these charges, and cannot speculate what the cost may be. All charges are levied
- We recommend contacting your local customs office before ordering to avoid any unforeseen charges.
WHEN WILL I RECEIVE MY ORDER CONFIRMATION?
Order confirmation emails are automatic.
If you have not received your order confirmation within 24 hours, your order could be sitting as a “draft” due to delivery or payment issues, or you have entered an incorrect email address at checkout.
Please contact us for further assistance.
MY PROMO CODE DOES NOT WORK
Some codes may:
• Require you to Login or Checkout as a guest;
• Have a minimum spend;
• Have been redeemed already;
• Not be valid on certain items;
• Have expired;
• Have been misspelt.
WHAT IS CONSIDERED A PERSONAL EFFECT OF WEAR AND TEAR?
A common effect of wear and tear is sunglasses breaking in bags without storing them in cases or mis-use. This effect of wear and tear is usually irreversible thus we recommend when purchasing Shade Files products that you seek care advice from our Shade Files staff members.