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?
Keep in mind that during sale periods and promotions, delivery dates may be longer. Please contact us if you have any concerns.
INTERNATIONAL 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 on carts over 100AUD. 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?
HOW DO I CANCEL MY ONLINE ORDER?
HOW LONG DOES IT TAKE FOR A REFUND TO PROCESS?
HOW CAN I UPDATE MY DELIVERY DETAILS?
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?
2. If approved, we will share our return address for you to send your item to. Please note that Shade Files does cover the cost of returns.
3. 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?
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?
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?
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?
MY PROMO CODE DOES NOT WORK
• 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.