FAQS

QUESTIONS?

Contact us at customercare@quayaustralia.co.uk and make sure to include your full name and order number, if applicable, so we can expedite your inquiry.

CUSTOMER SERVICE HOURS:

7 days a week, 24 hours a day.

IS IT SAFE TO SHOP ON QUAYAUSTRALIA.EU? 

Absolutely! All of your payment information is kept safe and secure and you can check out with either PayPal or your credit card.

WHERE’S MY ORDER?

If your order seems to be taking longer than anticipated, please contact customercare@quayaustralia.co.uk.

HOW LONG WILL IT TAKE TO GET MY ORDER?

We offer fast shipping options to get your sunnies to you.

For Next Business Day delivery you must order by 2pm GMT (FREE for orders over €70). 

CAN I TRACK MY ORDER?

Yes, following an order confirmation, you should receive a second email with your tracking number once your order has been shipped. If you do not receive a shipping confirmation email, please contact customercare@quayaustralia.co.uk.

WHAT IS YOUR RETURN POLICY?

Change of heart? We’ll happily return (refund) your full-priced sunnies, within 15 days of delivery, if they have not been worn. Must be in resalable condition with original case and tags. Sunnies received after 15 days or not received in original condition will be issued a Merchandise Credit available to be used online. 

Please allow 2-3 weeks for the receipt and processing of your exchange/return. A credit will be issued to the original form of payment. You will receive confirmation by email when your return is completed. Shipping and other charges are non-refundable.

For manufacturing defects, exchanges are available within 3 months of purchase.
Contact us at customercare@quayaustralia.co.uk for more information and make sure to include your full name and order number.

If your Quay Australia sunnies weren’t purchased on www.quayaustralia.eu please refer to the retailer’s returns and exchange policy where you purchased your Quay Australia sunnies from.

WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?

As soon as your order is placed, you should receive an email confirmation. If you checked out with PayPal, be sure to check the email account associated with your account. For further questions, please contact customercare@quayaustralia.co.uk.

CAN I CHANGE OR CANCEL MY ORDER?

Please email customercare@quayaustralia.co.uk for all change or cancellation inquiries. Make sure to include your full name and order number.

WHAT SHOULD I DO IF I RECEIVE AN ERROR MESSAGE WHEN TRYING TO PLACE AN ORDER? 

Confirm you’ve properly filled out all details including your name, email, shipping address and phone number. If you are still having issues, please contact customercare@quayaustralia.co.uk

DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?

You can find us at these locations