For full details see our Shipping Policy
Q: Do you charge for shipping?
A: We offer FREE Standard shipping Australia-wide. Express and worldwide shipping services available at extra cost.
Q: How long does it take to receive my order?
A: The product page will show if an item is in stock or not, just above the Add to Cart button.
If an item is in stock, the following delivery times apply after dispatch (please allow 1-2 business days for order processing and dispatch). Note: These times are estimates only as provided by the shipping carrier. Regional areas may take longer. We do not take any responsibility for any delays by the shipping carrier.
Rest of the World:
Standard Delivery: 8 - 15 Business days
If an item is not in stock it should take between 9-20 business days to be delivered. Rest of the World is generally 20-25 business days for delivery. The delivery time will be stated on the product page above the Add to Cart button. You don't need to contact us to chase up your order as we will deliver it to you within the time frame stated on the site.
Q: How do I know if an item is in stock?
A: On the individual product page of the item, it will state whether the frames are in stock or not in stock. If the frames are not in stock it will tell you the expected delivery time on the product page.
Q: Why aren't all items in stock?
A: We have hundreds of frames online and unfortunately we can't stock them all. One of the main reasons we can keep our costs down is because we don't stock all items. The reason why some out of stock models take between 9-20 business days for delivery is because we order with our supplier once you place your order.
Q: Do I need to pay any customs duties (only applies to overseas transactions, not Australian ones)?
A: Items may be subject to customs processing depending on the item's customs value.
For full details, see our Returns Policy.
Q: How do I return or exchange an item and does it cost me anything?
A: Return shipping is free if you are in Australia and at your own cost outside of Australia. You can choose to get a refund, exchange or credit voucher. Go to the Returns page and follow the instructions.
To return an item, it must be:
Q: What if I don’t want my item for whatever reason once I receive it?
A: As long as you stick to the 3 points in the previous answer, you can return your frames and get a refund, exchange or credit voucher. For full details refer to our Returns Policy.
Q: What if the item is faulty?
A: We check every pair before they are sent out so this shouldn’t happen but if it does then contact us on 1300 85 88 75 and we can arrange a repair or replacement for you.
Q. Have you received my return?
A: You will receive an email once we have received and checked it. We should get it within 2-4 business days of you sending it, longer for international customers.
Q. When will I receive my receive my refund or store credit?
A: Once your item has been received and it satisfies our returns policy, we will process your return within 2 business days. We will send you an email to notify you that your refund or store credit has been processed. Please keep in mind that your financial institution can take an extra 3 - 5 business days to clear the funds back into your account.
Q: Are all your frames 100% authentic?
A: Yes. We guarantee they are all 100% authentic and come with all original manufacturer packaging. All frames come with a local 12 or 24 month warranty depending on the brand. Maui Jim and Dragon come with 24 month warranties.
Q: Why are your prices so good?
A: We are an Australian owned and operated, online only business which means we don't have the big overheads that retail stores do. That means we can keep our costs down and pass the savings on to our customers!
Q: How do I claim my health fund for this purchase?
A: We are registered with most of Australia's health funds. Your receipt will include all the information that you will need (provider number, the item codes and costs) to make a claim. Please check your eligibility to make a claim with your provider. See our Health Rebates page for further info.
Q: How much will my health fund cover?
A: It depends on your level of cover. You can contact us and we can let you know approximately how much you will be able to claim.
Q: Can I make a claim on sunglasses
A: Please check with your fund what your entitlements are and note that you may not be able to make a claim on sunglasses unless they are fitted with prescription lenses.
Q: How do I track my order?
A: When we dispatch your order you will receive an email with a link to track your item. You can track your item on the Australia Post website. If you haven't received this email, it probably means your frames haven't been dispatched yet.
Q: What methods of payment do you accept?
A: Visa, Mastercard, American Express and PayPal
Q: Do you store my credit card details?
A: No. The details get securely passed directly through to the secure payment gateway and are never stored.
Q. Has my order been successful?
A: All successful orders will display a Thank You page after purchase and receive an order confirmation email shortly after purchase. If you have not received your order confirmation email, please check your order summary in your iframes account or your email junk folder. Alternatively, contact our Customer Service team on 1300 85 88 75 or support@iframes.com.au to confirm the placement of your order.
Q: How do I get one!?!?
A: Just click here!
Q: Is there an expiry on gift vouchers?
A: Yes, it’s 12 months
Q: Do I have to use my entire gift voucher in one transaction?
A: No. If you don’t spend the full amount of the gift voucher you can use the balance for future purchases.
Q: What if my gift voucher is not enough to cover the cost of the purchase?
A: You can use your gift voucher and then pay the balance with credit card or PayPal.
Q. I'm having trouble applying a voucher to my purchase.
A: Please ensure your purchase meets the Terms & Conditions of the voucher. Check the minimum spend amount, the expiry date and whether the voucher applies to sale items. Also, remember that voucher codes are case sensitive, so ensure you are entering the code correctly in the checkout.
Q: Can I order any size in each frame?
A: Yes, as long as it is available - not all frames come in all sizes. If you want a different size to the one available on the site, simply add a note in the comments field in the checkout requesting your desired size.
Q: My new frames don't fit me perfectly. What should I do?
A: Visit your local optometrist. New frames sometimes need a quick adjustment to fit your face perfectly and this is usually an on-the-spot free service. You can also return them to us and get another pair.
Q: Can we order prescription lenses with iframes?
A: Yes, and you'll save a bunch of cash too! When you select your frames, you will be able to add them to your cart along with the prescription lenses of your choice. All you need is your script and you can enter all the necessary info during the checkout process. Our range of quality lenses start at $84 fully fitted and all the work is done by our local optometrists here in Australia. You can also just buy your frames from us and have a prescription lens fitted by your optometrist.
