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Frequently asked questions

MAIN TOPICS

  • Ray-Ban Stories
  • Gift cards
  • Placing & tracking orders
  • Shipping & Delivery
  • Returns, replacements & exchanges
  • Sunglass care
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  • Ray-Ban customization
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Ray-Ban Stories

Learn more about Sunglass Hut actions.

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What is the manufacturer warranty policy?

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You can view and download the Ray-Ban Stories manufacturer warranty policy here.

How do i return my Ray-Ban Stories?

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We’re sorry that something didn’t work out with your glasses.
To return your Ray-Ban Stories please complete the following steps:

  1. Contact Customer Care who will assess the status of the glasses and arrange the return for you.
  2. Import all of your captures to your phone or the Facebook View app.
  3. Factory reset the glasses to remove your personal data and delete your captures.
  4. Turn off the glasses.
  5. Prepare your return with the box that your glasses arrived in. In addition to the glasses please add all of the accessories, including the charging case and cable. If the box is no longer available or in a suitable condition, please ask Customer Care for a return kit and we’ll mail you everything you need to complete the return.
  6. Follow the shipping instructions listed on your box. Or download the instructions here.

What do i need to use Ray-Ban Stories?

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To operate Ray-Ban Stories you need to connect your glasses with a smart phone and the Facebook View App. Here’s the complete checklist:

  • Smart phone with a recently released operating system: Android 8.1 and above (with location services enabled) or iPhone 6S or above, running iOS 13 and above
  • Wireless internet access
  • USB-C charging plug (if charging from a power outlet and not directly from a USB point)
  • A valid Facebook account
  • Facebook View App (downloadable from your App store or by scanning this QR code)

What's included with my Ray-Ban Stories glasses?

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Your Ray-Ban Stories comes with the following accessories and user manuals:

  • Charging case
  • Type-C to Type-C USB charging cable
  • Soft glasses pouch
  • Quick Start Guide
  • Safety & Warranty Guide (also downloadable here)

How do i download the facebook view app?

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You can download the Ray-Ban Stories companion app, Facebook View, from the Apple App or Google Play stores. Please note the app is only available to download in supported countries.

How do i set up my Ray-Ban Stories?

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  1. Download the Facebook View app from your app store and log in using your Facebook account.
  2. Turn on the Bluetooth setting on your phone.
  3. 3a. Start by turning on your glasses. Slide and hold the power switch towards the lens until the notification LED starts blinking white, then release it. The notification LED blinks white while your glasses turn on, which can take up to a minute. When the notification LED turns solid green, you're ready to continue. (If you can’t complete this step, continue to 3b, otherwise move on to step 4)3b. Your glasses should arrive partially charged, however you may need to charge your glasses before moving on to step 4. Place them inside the charging case and connect the case to a power source.
  4. Put your glasses into Bluetooth pairing mode. Slide and hold the power switch for 5 seconds and release when the light blinks blue. Your glasses will appear in the app when they're in pairing mode, which can take up to 10 seconds.
  5. Continue following the instructions in the Facebook View app to finish setting up your glasses.
  6. Enjoy exploring your world in a new way with Ray-Ban Stories

For illustrated set up instructions, please refer to the Facebook View app

Are my Ray-Ban Stories waterproof?

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Ray-Ban Stories and the charging case are not designed to resist to watersplashes.

Where can i find care tips and instructions?

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You'll find complete care, safety and use instructions in the Safety and Warranty Guide that came with your glasses.
You can also download them here.

Where do i find the product serial number of my glasses and case?

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You can find your Ray-Ban Stories Serial Number in two places:

  1. In the Facebook View app under: Settings - My Glasses - About
  2. Printed on the inside of the left temple of your glasses

You can also find your case Serial Number in two places:

  1. In the Facebook View app under: Settings - My Glasses - About
  2. Printed on the case interior.

Can i pair my Ray-Ban Stories with more than one facebook account?

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Ray-Ban Stories can only pair with one valid Facebook account at a time. You'll need to factory reset your glasses before someone else can use them.

How do i turn my glasses on and off?

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The power ON/OFF switch is located on the left inner arm of the glasses, near the hinge.
To turn ON: Slide and hold the power switch towards the lens until the notification LED starts blinking white, then release it. The white LED will blink while your glasses turn on. When it turns solid green, you’re ready to continue.
To turn OFF: Slide the power switch all the way to the left. There is no LED or sound to signal that the glasses have turned off.

How do i pair my glasses using bluetooth?

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If you’ve paired your phone and glasses before, they should automatically pair again. To pair them for the first time, follow these set up instructions.
If your glasses aren't connecting to the app, follow the in-app suggestions or manually try the following actions:

  • Forget Device in your phone’s Bluetooth menu and pair them again
  • Close and relaunch the Facebook View app
  • Download the latest version of the app from your app store
  • Make sure your glasses are sufficiently charged
  • Force restart the device

How do i charge my Ray-Ban Stories?

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Charging your glasses
To charge your glasses, put them in the charging case*. You'll know your glasses are charging when the case LED blinks after you've docked them and closed the case.*The first time you charge your glasses you need to remove the protective plastic tab from the metal charging connections on the case. When you dock your glasses, the left temple should attach to the metal charging connections and the right temple should gently rest on the right side of the case.

Charging your case
To charge your charging case, use the USB cable that came with your glasses to connect the case with a charger or port. To charge from a wall outlet, you'll need a USB-C plug, which is not included with your glasses.

Case LED
Your charging case has an LED indicator on the front of the case, which shows charge status of the case or glasses.When you open the case without your glasses inside, the LED will show the charge level of your case. Green means that your case has over 80% charge and orange means you have less than 80% charge. If you see red blinking, this means your case is out of battery.When you open the case and your glasses are charging inside, the LED will show the charge level of your glasses. Red means the case is out of battery or your glasses are not charging, green means that your glasses are fully charged, and pulsing orange means your glasses are charging. If your case is plugged in, the LED will remain on. If your case is not plugged in, the LED indicator will show charge level for 8 seconds.You can also see the charging status via the Facebook View app within Settings.You’ll be able to see the battery status of your glasses via the Facebook View app within Settings. If the glasses are charging in the case, you’ll also see the battery status of your case.

Charging safety
For safety warning on charging your Ray-Ban Stories please refer to the Warranty and Safety Guide.

How long does the battery last? / How often will i need recharge?

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Your Ray-Ban Stories glasses and Charging Case have a different charge lifecycles:

Charging Case
A fully charged case provides 3 additional frame charges.
You can fully the charge case to 100% in 180 minutes

Glasses Battery
Fully charged glasses last up to 6 hours for moderate usage and up to 3 hours with continuous audio streaming and Facebook Assistant. This may vary with use and other factors.

The glasses can capture and sync up to 50 videos or up to 200 photos per full charge.
You can fully charge the glasses to 100% in 70 minutes in the charging case
You can quick charge the glasses to 50% in 30 minutes in the charging case

How long does it take to charge my glasses?

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You can fully charge the glasses to 100% in 70 minutes in the charging case.
You can quick charge the glasses to 50% in 30 minutes in the charging case.

How long do fully charged glasses last?

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Fully charged glasses last up to 6 hours for moderate usage and up to 3 hours with continuous audio streaming and voice assistant. This varies with use an other factors. The glasses can capture and sync up to 50 videos or up to 200 photos per full charge.

How do i check the charge level of my glasses and case?

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There are two ways to check the charge level of your glasses and case:

  1. Use the Case LED
    Your charging case has an LED indicator on the front of the case, which shows charge status of the case or glasses. When you open the case without your glasses inside, the LED will show the charge level of your case. Green means that your case has over 80% charge and orange means you have less than 80% charge. If you see red blinking, this means your case is out of battery.When you open the case and your glasses are charging inside, the LED will show the charge level of your glasses. Red means the case is out of battery or your glasses are not charging, green means that your glasses are fully charged, and pulsing orange means your glasses are charging. If your case is plugged in, the LED will remain on. If your case is not plugged in, the LED indicator will show charge level for 8 seconds.
  2. Use the Facebook View app
    When your glasses are connected to the app, you’ll be able to see the charge status within Settings. To see the case charging level within the app, dock your glasses in the charging case.

How do i take a picture or video using Ray-Ban Stories?

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There are two ways to take photos and videos with your Ray-Ban Stories:​

  1. One-touch control ​
    To take a photo, press and hold the capture button. The white notification LED will blink and make a sound during the capture. ​
    To record a video, press the capture button once to record a 30- or 60-second video. Press again to stop recording. The white notification LED will stay on while you're recording. ​
    The default video length is 30 seconds, but it can be extended to 60 seconds in Facebook View App settings.
  2. Hands-free voice command ​
    When Facebook assistant is wake word enabled, you can use your voice to take a photo or video. Say ""Hey Facebook, take a photo"" or ""Hey Facebook, take a video."" ​
    When you take a photo or video, the capture LED will activate to indicate to those around you that you may be recording. ​
    To learn more, watch the Product Tour via the Facebook View app within Settings. ​

How do i operate the camera in low light or motion conditions?

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The dual HD camera automatically adjusts to your environment for consistently high quality photo and video captures.

What do the lights on my notification led mean?

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The notification LED, located inside near the right temple, changes color to signal a change of status relating to power, the capture function, Facebook Assistant, and the call function.

Power
Power on: The notification LED blinks white for about 12 seconds, then turns green for a couple seconds to let you know your glasses are ready to use.
Wake: The notification LED briefly blinks white then green to let you know your glasses are ready to use.
Low battery: The notification LED blinks orange 4 times when your glasses have low battery.
Shutdown: The notification LED blinks red 4 times when your glasses are about to automatically shut down when battery runs out, they get too hot, or too cold.

Photo and Video Capture
Photos: Both the notification LED and the capture LED blink white once when you take a photo.
Videos: Both the notification LED and the capture LED turn solid white while you record video.
Capture errors: The notification LED turns solid orange for about 3 seconds if it runs into a problem that prevents you from taking captures.

Facebook Assistant
Facebook Assistant: The notification LED will pulse white to let you know Facebook Assistant is listening.

Calling
Incoming call: The notification LED blinks white.
Call connected: The notification LED pulses white while you're on a call.

How do the audio controls work?

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Use the touchpad on the right-side temple of your glasses to control playback and volume:

  • Tap once to pause / resume playback
  • Tap once to pause or play audio
  • Double tap to skip forward
  • Triple tap to skip back
  • Swipe forward to turn the volume up
  • Swipe back to turn the volume down

When you close your glasses, audio streaming will pause. When you reopen the glasses, they will reconnect via Bluetooth.

How do i adjust volume on my glasses?

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To adjust volume on your glasses, swipe forward on the touchpad to turn up volume and swipe back to turn down volume. You can check how the volume sounds to people around you by removing your glasses while media is playing.
You can also adjust the volume of system sounds in the Facebook View app. Some examples of system sounds include low-battery warning and a sound to indicate you're taking a photo.
To adjust the volume of system alerts:

  1. From the Facebook View app, tap on your profile photo in the top right.
  2. Tap System Alerts.
  3. Tap System Sounds.

How do i import media from my glasses to my smart phone?

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  1. Enable Bluetooth on your phone and pair your glasses and phone via the Facebook View app
  2. Tap the circular download button in the lower right hand corner of the app home screen, which shows how many captures are available for download
  3. For things that require a fast connection to download, like import and firmware updates, your glasses will temporarily connect to their internal Wi-F network. On iOS, accept the “Join Wi-Fi Network” request and the glasses will start to transfer the files to the app.

How do i share photos and videos?

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Once you’re in the Facebook View app, select a photo or video and tap on the share icon. You’ll see different ways to share your captures or save them to your phone's camera roll or gallery. Limitations may apply depending on which app you're sharing to.

How do i edit my captures using facebook view?

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Facebook View features several tools to help you edit your photos and videos. You can crop, straighten*, adjust lighting and add enhancements to your captures and trim your videos. You can always select Revert to revert back to the original photo.
How to edit your capture:

  1. Tap on the capture you want to edit.
  2. Tap the edit icon.

How to use the Adjust tool:

Adjust the Brightness slider to make your capture brighter or darker.
Adjust the Sharpen slider to add crispness to your capture.
Adjust the Saturation slider to increase or decrease the color intensity of your capture (example: adjust up to make the red redder).
Adjust the Warmth slider to shift the colors of your capture toward warmer orange tones or cooler blue tones.
Tap Enhance to automatically improve the quality of your capture.

How to use the Crop tool:
Adjust the Straighten slider to change the photo’s vertical or horizontal perspective.
Choose to crop your capture to landscape, square, or portrait orientation.
You can also crop by touching the screen and pinching to zoom in.
You may move the capture and adjust how it fits within the frame.
Use the grid to help you frame the capture.

How to trim your video:
Adjust the slider on either side of your video to change the start and end time of your video.
You may also preview your trimmed video by pressing the play button.

*Straighten is currently only available for iOS but is coming soon on Android.

What is a montage?

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A Montage allows you to compile 4-10 individual video captures into one shareable movie with effects, title and original music. You can choose from a variety of templates and music tracks, and edit the title, clips and music.

How do i create a montage?

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To create a Montage in Facebook View, follow these steps:

  1. Tap on one video capture from the gallery
  2. Tap the “Montage” icon in the middle of the action bar
  3. Choose captures to add as clips
  4. Tap Next at the bottom of the screen
  5. Select a Template by tapping on the one you want to use.
  6. Tap Next in top right corner
  7. Edit the title, clips, music, and aspect ratio, and duration
  8. Tap Save in the top right corner

Your Montage will now be saved in your Gallery.

What is a flashback?

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A Flashback allows you to turn a photo captured on Ray-Ban Stories into a short 3D video. You can choose from different templates and edit with soft focus effects, camera motion and text.

How do i create a flashback?

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Follow these steps to create a Flashback in Facebook View:

  1. Tap on a photo from your gallery
  2. Tap the “Flashback” icon in the middle of the action bar
  3. Choose a Template by tapping on the one you want to use
  4. Follow prompts to reposition the photo, change focus, or add text
  5. Tap Save in the top right corner (the Flashback will now be saved to your Gallery)

How do i add music to my videos using facebook view?

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With Facebook View you can add music to your videos when creating a Montage. When you create a Montage you can choose music tracks to add to your shareable Montage.

How do i apply effects to my photos using facebook view?

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With Facebook View you can use the editing tools to edit your photos and apply effects by creating a Flashback.
You can also save your photo to your phone’s gallery or photo library and edit there – or with an editing app of your choice.

How do i turn on facebook assistant for my Ray-Ban Stories?

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You can enable Facebook Assistant in the settings of the Facebook View app.

To turn Facebook Assistant on or off:

  1. Open Facebook View and tap your profile picture in the top right of the screen.
  2. Tap Facebook Assistant, then tap the toggle next to Facebook Assistant.

What voice commands can i use with “hey facebook?"

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You can use ""Hey Facebook"" to capture photos and videos, make calls and send messages, control media and volume, and check battery status by saying:

Photo Capture
“Hey Facebook, take a photo.”
“Hey Facebook, take a picture.”

Video Capture
“Hey Facebook, start a video."
“Hey Facebook, start recording”
“Hey Facebook, record a video now.”
"Hey Facebook, take a video.”
“Hey Facebook, end video.”
“Hey Facebook, stop video.”

Calling and Messaging
“Hey Facebook, call [name]."
"Hey Facebook, send a message to [name].”

Media and Volume Control
“Hey Facebook, pause."
"Hey Facebook, next.”

“Hey Facebook, stop."
"Hey Facebook, resume.”

“Hey Facebook, volume up."
"Hey Facebook, volume down.”

Battery status
“Hey Facebook, battery status."
"Hey Facebook, how much battery is left?”

Facebook Assistant currently operates in English, French and Italian.
But selected voice commands are only available in English.

Which languages does facebook assistant support?

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Facebook Assistant currently operates in English, French and Italian. But selected voice commands are only available in English.

Something went wrong while trying to make a call or send a message with my Ray-Ban Stories. What should i do?

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If you find that your glasses aren't responding, try the following troubleshooting steps.

Restart Glasses

  1. With your glasses on, slide and hold the power switch to the right for about 12 seconds until the notification LED starts blinking white.
  2. Release the power switch, then wait until the notification LED turns green.

Factory Reset
Warning: This will delete all the captures on your glasses.

  1. Make sure your glasses are on and ready, which means no blinking LED and they're not busy.
  2. Slide and hold the power switch to the right while you press and hold the capture button.
  3. When the LED turns orange, first release the capture button followed by the power switch.

What should i do if my glasses won't turn on?

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If you’re glasses aren’t turning on, try the following steps:

  1. Dock the glasses inside the charging case and charge for an hour. Make sure the charging pins on the case and glasses are clean. If the glasses are charging, the LED indicator on the case will show pulsing orange. If you don’t see a charging indicator, try charging the case from a different outlet, with a different cable, with a different charger or with a USB-C charging block.
  2. Slide and hold the power switch for 5-10 seconds to check for the glasses notification LED indicator. The LED will blink white for about 12 seconds and will turn solid green when the glasses are ready to use.
  3. If you’ve tried steps 1 to 3 and your glasses still don’t turn on after several hours of charging, you can request a replacement pair. Please refer to FAQ 8 for instructions on how to begin a replacement request.

Please note:

  • Your glasses and charging case should arrive partially charged.
  • Using the case is the only method to charge your glasses.
  • Software updates requires a minimum charge level that varies depending on temperature. The Facebook View app shows a warning message if your glasses need more charge to proceed with an update.

My glasses aren't pairing with the app, what should i do?

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If you’re glasses aren’t turning on, try the following steps:

  1. Dock the glasses inside the charging case and charge for an hour. Make sure the charging pins on the case and glasses are clean. If the glasses are charging, the LED indicator on the case will show pulsing orange. If you don’t see a charging indicator, try charging the case from a different outlet, with a different cable, with a different charger or with a USB-C charging block.
  2. Slide and hold the power switch for 5-10 seconds to check for the glasses notification LED indicator. The LED will blink white for about 12 seconds and will turn solid green when the glasses are ready to use.
  3. If you’ve tried steps 1 to 3 and your glasses still don’t turn on after several hours of charging, you can request a replacement pair. Please refer to FAQ 8 for instructions on how to begin a replacement request.

Please note:     

  • Your glasses and charging case should arrive partially charged.     
  • Using the case is the only method to charge your glasses.     
  • Software updates requires a minimum charge level that varies depending on temperature. The Facebook View app shows a warning message if your glasses need more charge to proceed with an update.

I'm having issues using "hey facebook" with Ray-Ban Stories. What should i do?

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When you say “Hey Facebook,” the notification LED will pulse white to let you know Facebook Assistant is listening. If Assistant doesn't respond to your voice, check the following:
- Make sure your glasses are on and the battery is charged.
- Check that Assistant and "Hey Facebook" are enabled in the settings of Facebook View.
- Make sure there’s no background noise that might be disrupting or interfering with Assistant.

Where can i find more information on privacy and data related to Ray-Ban Stories and facebook view?

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Additional privacy or data information is provided at the Facebook View Help Center.

Where can i find Ray-Ban Stories health & safety information?

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You'll find health & safety information relating to Ray-Ban Stories in your glasses Safety & Warranty document, which you can download here.

How should i clean my Ray-Ban stories glasses?

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To clean your glasses use a dampened cloth and mild soap avoiding all types of solvents or alcohol. Don't use dirty or abrasive cloths which could alter the features of the lenses. Don't hold your glasses under running water.

How should i clean my Ray-Ban Stories glasses?

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You can rewatch the Product Tour to get to know your glasses by following these steps:

  1. From the Facebook View app, tap on your profile picture to enter Settings.
  2. Tap Help and Support
  3. Tap Product Tour

Can i substitute the battery in my glasses or charging case?

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No, it's not possible to replace the embedded battery inside the glasses or charging case.

Where can i get more information or support if i don't find my answer in the faq?

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We’re sorry that you haven’t found the answer you’re looking for. You can find further information and contact details for our customer care via the Sunglass Hut Help Center.
You can also visit the Facebook Help Center for more information on the Facebook View app.

Gift cards

Read everything you need to know about buying them and using them.

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Can I purchase a gift card in-store and online?

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Yes. You can purchase a physical gift card in store or e-gift card online. Read the terms and conditions for more details.

How will I get refunded for purchases made with a gift card?

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Refunds may be offered in the following ways: For returns of product/s purchased online via e-Gift card, the refund amount will be credited back to the e-Gift card (unless after expiration). For returns of product/s purchased online via a physical Gift card, the refund amount will be credited to a new e-Gift card with a new expiry. For returns of product/s originally purchased in store, the refund amount will be credited to a new physical Gift Card with a new expiry. Read our Returns Policy for more information. If your purchase was placed with multiple payment methods including a gift card, the refund will be re-issued accordingly.

How do I purchase a gift card/e-gift card?

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  1. Go online to https://www.sunglasshut.com/au/gift-card-20500001613727
  2. Select the card value and quantity
  3. Add to bag and check out
  4. An email will be sent with your e-Gift card details

Can I use afterpay to purchase a gift card?

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No

How long will it take for me to recieve my gift card?

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Our online gift cards are e-gift cards and therefore you will recieve an email after placing your order with your card details. Allow 2 hours.

How can I check my gift card balance?

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You can check your Git Card balance here. Our store teams can also check your balance in store. 

What are your gift card terms and conditions?

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You can view our full terms and conditions here.

Can I use my gift card online and in-store?

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Yes, just present your gift card in-store (at participating stores) or for online sales in Australia and New Zealand. Please make sure to provide the 17-digit or 22 digit code from your gift card at checkout. Note you cannot purchase a gift card with an existing gift card.

Can I purchase more than one e-gift card at a time?

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Only one E-gift card can be purchased in any one transaction. You can place further transactions as needed.

Can I purchase a e-gift card and frames in one order?

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You will need to place the orders in two separate transactions; one for the E-gift card and one for your frames.

Can I return a gift card?

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Unfortunately, a Sunglass Hut gift card cannot be returned. The expiry date for Australian and New Zeland gift cards is 3 years. So, save it. Re-gift it. Or better yet, use it. You can always go for a new pair of sunglasses.

How will I get refunded for online purchases made with a gift card?

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Our gift cards are single loaded and cannot be recharged. If we have cancelled your order or you are returning items purchased with a Sunglass Hut gift card, please contact our Customer service team who will help re-issue the refund credits in a replacement gift card that will be express posted to you. If the purchase was placed with multiple payment methods including gift card, the refund will be re-issued accordingly. Please note: Purchases made through gift cards cannot be returned in store.

Having trouble purchasing or redeeming gift card?

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Please contact our customer care team on:

For AU: customercare@sunglasshut.com.au

For NZ: customercare@nz.sunglasshut.com.au

See terms and conditions here: https://www.sunglasshut.com/au/gift-card-20500001613727

Placing & tracking orders

Get the scoop on payment methods, promotion codes, order history and more.

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What forms of payment do you accept?

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For purchases online, Sunglass Hut is proud to accept the following:

  • MasterCard
  • Visa
  • American Express
  • PayPal®
  • AfterPay
  • Sunglass Hut Gift Cards

We do not accept:

  • Cash
  • Personal checks
  • Money orders
  • Cash-On-Delivery (C.O.D.)

When will I be billed for my order?

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You will be billed for your order as soon as an order has been placed.

Where are my items manufactured?

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All Sunglass Hut products are currently manufactured in Luxottica facilities in Italy, China, the United States, Brazil and India.

We ensure that work is carried out following the highest industry standards in terms of quality and safety.

For specific information on where your style was manufactured, please refer to the arm of your glasses.

Can I combine a gift card with other payment methods?

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Yes, you can combine Sunglass Hut Gift Card with Paypal, Afterpay and any Credit Card.

How much will I be charged for gst?

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The GST in Australia is 10% and in New Zealand it is 15% which is included in the product price on the website.

How do I use promotion codes or coupons?

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To redeem a promotion code or coupon, you can enter the promotion code during the checkout process on the cart page.

What if I forgot to enter my promotion code?

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Unfortunately we are unable to cancel orders or offer partial refunds. Instead, we encourage you to initiate a return within 30 days with our complimentary returns label & reorder your item with the promotion code. For more information on returns, please see here.

What if the promotion code did not apply properly?

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Please give a call to our Customer Service Team and they would be happy to help.

For Australian orders - Please give us a call at or email us at .

How do I track the status of my order?

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As soon as your order leaves our fulfillment centre, you will receive an email confirmation with a link to track the status of your order.

How do I find my order number?

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Your order number will be displayed on the website once your order has been placed. Additionally, you will receive a confirmation email that contains your order number.

How long will it take for me to receive my order?

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Sunglass Hut offers several delivery services with varying timeframes. For the most accurate delivery times and to see which services are available within your area, please refer to the checkout page at cart. You can also view our Shipping and delivery page for more detailed information.

Can I change or cancel an existing order?

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We cannot cancel an order once it has been placed. Please simply return the order once received for a full refund, using the free returns service.Click and Collect orders can be cancelled in store at the time of pickup.

Is the information I give you secure?

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Yes. Sunglasshut.com uses industry standard encryption to ensure your private information is protected. For more information on our Privacy Policy, please see here.

How does PayPal® work?

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You can choose to pay from your PayPal® account balance, a credit card, debit card or bank account. To make a PayPal® purchase, simply select PayPal® during checkout on the sunglasshut.com website and choose your method of payment. Your funds are transferred immediately and securely.

How do I contact PayPal® customer service?

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For the fastest response, access the user-friendly Help Center. Developed by the PayPal® Customer service team, the Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.

If you don't find the information you need in the Help Center, PayPal® Customer service representatives are available to assist you. Contact them by live chat, email or call on 1800 073 263.

How does Afterpay work?

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Afterpay is a service that allows you to shop and pay for them in four equal payments made every 2 weeks without any interest.

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Afterpay. A minimum purchase amount may apply, and you must meet additional eligibility requirements to qualify.

Where are my items shipped from?

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In order to ensure our efficient delivery times, Sunglass Hut has an advanced distribution network with locations all over the world. When you order from Sunglass Hut, you'll receive a confirmation email after your order ships which includes information about your order, including shipping and tracking details.

Check the status of your orders and shipments using our Order Status tool here.

Delivery considerations

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You can view our Shipping and delivery page for more detailed information.

Shipping & Delivery

Find out when your order will arrive, as well as shipping methods and delivery costs.

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What are the shipping options on Sunglasshut.com?

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Sunglass Hut offers several delivery services with varying timeframes. For the most accurate delivery times and to see which services are available within your area, please refer to the checkout page at cart. You can also view our Shipping and delivery page for more detailed information.

Can my order be shipped to a P.O. box or parcel locker?

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Orders placed via standard delivery can be shipped to PO Boxes and Parcel Lockers.Express Delivery is not available for P.O. Boxes or Parcel Lockers.

Can I buy online but pick up my sunglasses in a store?

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We offer Click and Collect to selected Sunglass Hut stores for free. For further information, please see our Shipping and Deliveries section  here

How much do you charge for shipping?

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Sunglass Hut provides free delivery on every standard order across Australia and New Zealand. Complimentary Click and Collect service is available at select Sunglass Hut stores. Check service availability for your area during checkout.

Express Delivery of 1-2 business days is available in Australia for $9.95. Available only in selected areas.

Can I re-route a shipped package to another address?

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Unfortunately, we're unable to redirect a shipped package. We apologise for any inconvenience. If our provider is unable to deliver the package to the address you provided, the parcel will be returned to our fulfillment center and processed as a return.

What is the delivery time to P. O. box address?

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Please allow an additional 2 days delivery for metro PO boxes and 3-4 additional days for rural PO boxes.

How do I send items to multiple addresses?

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If you need to ship to multiple addresses, you'll have to place a separate order for each address.

Can I see if a frame/style is available in a specific store?

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To find if a style is available in store click on “Find in store” on the product. Then, enter an address or city to search for your nearest store that has the product available.

What do I do if a product arrives damaged?

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If your item(s) have arrived damaged, simply return your purchases in store or by shipping them to our Fulfillment Center using our Free Return Shipping as soon as possible.

What do I do if my order is incorrect or missing an item?

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Please contact our Customer Service Team and they would be happy to help.For Australian orders - Please give us a call at or email us at

What is the last day I can place an order to get it in time for Valentine’s Day?

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For details on our Valentine’s Day deliveries visit our shipping and deliveries page here.

Is gift wrap available for online orders?

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No, gift wrap is not available.

Returns, replacements & exchanges

Read all the fine print and learn how to return, replace or exchange an order. Please note the below policies do not apply to Myer purchases. Please view the Myer returns policy for any purchases in store a Myer or at Myer.com.

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What is your return policy?

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Please visit our Return, replacements and exhanges page for our full return policy.

How do I return items purchased on sunglasshut.com via mail?

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Our Free Returns policy lets you mail your purchase back to our Fulfilment Centre at no additional cost within days.

Returning online purchases by mail is super easy and always free. For detailed instructions on how to return your order via mail, please refer to the Return Policy page.

Please note that store purchases may not be returned by mail and must be returned to a store.

Can I return items purchased on sunglasshut.com to a sunglass hut store?

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For details on how you can return your item please visit our Return, replacements and exhanges page.

What is the status of my return?

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Our free return service is trackable. Simply, go to https://auspost.com.au/mypost/track/ and enter the article number printed on the receipt in the Search field. You can track and confirm if we have received your package. Your return will be processed in 5-10 business days from the date we receive your package.

How will I get refunded for purchases made with a prepaid visa/mastercard?

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Returning items purchased with a prepaid visa or mastercard will have the credits refunded back to the original payment method. Once the refund has been processed, we are unable to reverse or re-issue funds to a different card, account, or payment method if you no longer have the card in your possession. Please register and hold onto your prepaid visa or mastercard until you are outside our return policy.

What is your warranty policy?

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You can find our full warranty policy here.

What is your replacement coverage?

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You can find out how you can replace your sunglasses here.

Change of mind returns

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Find out more about our change of mind returns here.

Return guideline

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  1. Item(s) must be returned within your original country of purchase.
  2. Item(s) must be returned with a proof of purchase, in 'as new' and undamaged condition with the original packaging, unless you are returning under warranty.
  3. Proof of purchase refers to a store receipt, or a Tax Invoice/Shipping Confirmation email.
  4. Item(s) must be returned within days.
  5. Change of Mind policy does not apply if you have broken or damaged the sunglasses in any way. It cannot be used in conjunction with any other offer, discount or promotion.
  6. We cannot accept returns for engraved or Custom products due to change of mind, except when a product is faulty or defective.
  7. For purchases made with a gift card, a new gift card with the full refund amount will be loaded and mailed. Online purchases made with a gift card cannot be returned in store & must be returned via mail.
  8. Refunds will be issued in the same form as your original payment method and will appear as a credit on your billing statement according to your card provider. Credits can take up to 5 business days to process to your original payment method. This depends on your individual bank processing time as well as the payment method used.
  9. Sunglasshut.com purchases may not be returned to a Sunglass Hut store inside of Myer. If a purchase was made at www.myer.com.au please refer to www.myer.com.au for returns instruction.
  10. No refunds will be given for the purchases of gift cards.
  11. Please take note of your tracking number, as your return request will only be processed when the item is received at our distribution center. You accept responsibility of the return until it is received at our distribution center.
  12. Sunglass Hut products are guaranteed for a period of twenty-four months from the date of purchase against all manufacturing defects. Refer to warranty T&Cs below.

Exchanges

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For information on exchanges click here.

Instructions for returns

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For details on how you can return your item please visit our Return, replacements and exhanges page.

Custom returns

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Please visit our Return, replacements and exhanges page for our full return policy.

Return disclaimers

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Please note that the benefits given to you under our Return Policy are in addition to other rights and remedies you have under the Australian Consumer Law and in New Zealand, the Consumer Guarantees Act 1993. That is, our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major 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 the failure does not amount to a major failure.

For consumers who are covered by consumer protection laws or regulations in their country of purchase or, if different, their country of residence, the benefits conferred by the Sunglass Hut - Perfect Pair Promise are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Sunglass Hut - Perfect Pair Promise does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. For example, you may have additional rights of return and/or repair where the sunglasses have a manufacturing defect.

This warranty is given by Luxottica Retail Australia Pty Ltd for Australian orders and Luxottica Retail New Zealand Limited for New Zealand orders, Level 34-36, 1 Denison Street, North Sydney, NSW, 2060

Phone:

Email:

Sunglass care

Read what the experts recommend for keeping your sunglasses in top condition.

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How should I care for my sunglasses?

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The best way to clean your sunglasses is by gently rubbing them with a lens cleaning cloth and a liquid cleaner specifically designed for eyewear lenses, or with a pre-moistened lens towelette. It's also a good idea to occasionally bring them into a Sunglass Hut store for a complimentary in-store cleaning and adjustment. Find a store near you.

To avoid damage, never clean your sunglasses with paper towels or clothing, which can grind dust and fibers into lenses and leave scratches. Also avoid using household detergents or soaps. While a few mild soaps don't harm lenses, today's extra strength soaps are powerful enough to slowly disintegrate lens coatings. Glass cleaners especially are highly corrosive and can damage your lenses quickly. They are not designed for use on the non-glass lens materials used in sunglasses.

What if I need my sunglasses adjusted?

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Keep your sunglasses in top condition by using our complimentary in-store cleaning and adjustment services. Find a store near you.

Sunglasses standards

Read more information about the lens in the sunglasses you are viewing.

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Australian sunglass standards

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All sunglasses sold within Australia and New Zealand are required to comply with Sunglass Standard AS/NZS 1067:2003. 
This standard provides categorisation which helps customers understand their features and recommended use. 
For more information about the lens in the sunglasses you are viewing, please see Lens & Frame Technology below.

AU manufacturer's information note

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In compliance with AS/NZS 1067.1.16 Retail: Luxottica Retail Australia Pty Ltd (ABN 26 000 025 758) of Level 34-36, 1 Denison Street, North Sydney NSW 2060, Australia. Wholesale: Luxottica South Pacific Holdings Pty Ltd (trading as Luxottica Australia) (ABN 58 104 629 772) Level 34-36, 1 Denison Street, North Sydney NSW 2060, Australia.

How to use your sunglasses

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Category and type of filter: such indication (a number and a letter) can be found on the packaging or on the Bar Code sticker (at the symbol*) or as the last two characters on the temple of the glasses where the model code is found. The number indicates the category of the filter (protection against sun glare 0=Very limited, 1=Limited, 2=Good, 3=High, 4=Very High*, for recommended use and for the description of filter categories see Table A below); the letter indicates the type of filter (N=Normal, P=Polarized, F=Photochromatic). For photochromatic lenses (F) the number indicates their category of use when they are tinted; when they are not tinted, they belong to 1 category lower.

Limitations of use

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Not suitable for direct viewing of the sun or for viewing of solar eclipses; not suitable for use as protection against artificial light sources (e.g. solaria); not suitable for use as eye protection against mechanical impact hazards; filter category 1 to 3 – NOT SUITABLE FOR DRIVING IN TWILIGHT OR AT NIGHT; filter category 4 – NOT SUITABLE FOR DRIVING AND ROAD USE.

Cleaning and Maintenance

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To clean your sunglasses, use water and soap avoiding all types of solvents or alcohol. Do not use dirty or abrasive cloths which could alter the features of the filters. Use only original accessories and spare parts.

Preservation

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Keep in the cloth or hard case in a dry place at a temperature between –10°C and +35°C.

Lens & frame technology

Get to the bottom of all the benefits, plus find simple definitions for high-tech terms.

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What does "polarized" mean?

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Polarized lenses fight glare by minimizing the passage of undesirable light to the eye. The result is sharper vision, more vivid color and greater depth perception. Click here to see our Polarized page.

What does "photochromatic" mean?

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Photochromatic lenses darken with UV exposure, adjusting to a variety of light conditions.

What are anti-reflective lenses?

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Gradient lenses fade from a darker tint to a lighter tint, allowing for comfortable vision over a wide range of distance and lighting conditions.

Why might I want interchangeable lenses?

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Frames that have interchangeable lenses let you swap out lenses for different looks and performances.

What are the benefits of mirrored lenses?

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Mirrored lenses have reflective coating that reduces the amount of light passing through to the eye.

How do I find my frame size?

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To find your frame size, measure your features according to this guide:

Eye Size: Measured from outermost edges of lenses horizontally. Approx. 40mil - 62mil

Bridge Size: The distance between lenses. Approx. 14mil - 24mil

Temple Size: Length of the temple piece - also known as the arm piece or earpiece. Approx. 120mil - 150mil

What difference do lens colors make?

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All colours absorb light differently. Lens colours determine which parts of the light spectrum pass through the lens to your eye.

Gray or "smoked" lenses protect eyes from dangerous ultraviolet radiation without distorting colours. They reduce glare and absorb the same quality of light at any wavelength, which makes them good for driving, prolonged wear and general use.

Yellow lenses filter out near-UV blue light while allowing a larger percentage of other frequencies through. Since blue light creates glare, these lenses make everything really bright and sharp. Just don't use them for anything that requires accurate color perception. With yellow lenses, colors are very distorted Brown lenses are good for general use. Like yellow lenses, they filter out a large proportion of blue light, but they offer greater clarity and contrast, and help you maintain optimal vision even in irregular light. Green lenses offer the highest contrast and greatest visual acuity of any tint. They also filter some blue light and reduce glare. This filter is recommended for prolonged use in extreme conditions.

My account

Learn how to create an account, edit your information, reset your password and more.

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How do I create an account?

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Creating an account is fast and easy. And it's a great way to enhance your sunglass shopping experience. Create an account now.

What are the benefits of creating an account?

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Creating an account is a convenient way to enhance your shopping experience. You can check out faster, keep track of your complete order history and be among the first to know about new releases, special offers and exclusive events. Create an account now.

How do I change my email preferences or account information?

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To change your email preference or account information at any time, simply log in to your account.

How do I subscribe/unsubscribe to your emails?

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You can subscribe to emails at the bottom of this and every Sunglasshut.com page. To unsubscribe, do so here or at the bottom of any email newsletter. If you have a Sunglass Hut account, you can also log in to manage your email preferences. For more information on our Privacy Policy, please see here

What do I do if i lost my password?

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Reset your password at any time by visiting the Login page. Enter your email address, click the link 'Forgot Your Password' and then follow the directions.

Careers

Learn where to search for jobs and how to apply - both for our corporate office and individual store locations.

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How do I apply for a job?

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We love this question! We're always looking for enthusiastic people with a passion for selling sunglasses in a flexible, fun workplace. Our mission is to serve and inspire with excellence. If that sounds like your thing, select the Careers page at the base of the page.

How do I learn if a specific store is hiring?

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Call or visit your local Sunglass Hut directly. They'll be happy to hear from you.

Ray-Ban customization

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How the Ray Ban customization on sunglasshut.com works?

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Sunglasshut.com gives you the opportunity to engrave and fully customise selected Ray-Ban products.

The service is available only for Ray Ban selected styles. Select a pair of eligible frames on the Ray Ban product page and click on the “Design your own” button to choose among different combinations of frame, lenses, temple tips, cases and engraving in order to create a personalised, unique pair of sunglasses! Customised products will be delivered via standard delivery. Please allow additional days for delivery to regional areas. If you have placed an order with multiple types of frames (customised + standard), you will receive split email confirmation and shipments. Refer to our shipping information page for more.

About engraving

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We offer a standard and premium option for engraving your glasses and case. For standard engraving, you can choose from three font types: regular, italic and bold and add engraving (text or selected symbols) to the interior or exterior of the temple tips. At an added cost of AUD $15, you can choose the premium option which include three types of calligraphy fonts and coloured engraving. There is a limit of 6 characters per engraving for glasses and 18 for cases.

Some offensive or branded language may be rejected by our Custom configurator when engraving Ray-Ban products. Examples of what will cause the rejection by the censorship software: profanity words, inappropriate slang, phrases used in order to encourage violence, content that violates another party's trademark or intellectual property rights, among others. These orders will be cancelled and refunded in full back to your original payment method.

Can I add prescription to my customised glasses?

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We currently does not offer prescription services.

Can I change my customisation after my order is placed?

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Once the order is placed, no changes can be made. It is important that you take the time to review your custom order details before placing it and ensure you receive the personalised, unique pair of sunglasses that you want.

Is it possible to return customised or engraved items?

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We cannot accept returns for engraved and customised products due to change of mind, only when a product is faulty or defective. In these cases, contact our Customer Care team for further instructions. Customised and engraved purchases cannot be returned in store.

What is the warranty for customise eyewear?

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You can find our full warranty policy here.

Click and Collect

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Can I cancel my click and collect order?

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Once your order has been placed, we cannot cancel your order until it is ready to be picked up. Upon collection you can choose to refund your order in store.

What if I do not pick up my order?

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At Sunglass Hut, returns are easy. You can return online purchases in a store, or by shipping them to us using our Free UPS Return Shipping. Please note that:

- Store purchases may not be returned by mail and must be returned to a store

- Customized products may only be returned in case of warranty assistance request after initiating a return procedure with our customer service team, just give us a call at   .

- You can initiate your return by calling us at     or by sending us an email at https://www.luxotticacustomercare.com/sunglasshut/emailus.

- Online purchases can be returned in any Sunglass Hut store in the country of your purchase.

How do I know when my order is ready for collection?

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Once your order is ready for collection, we will notify you via email. During holiday periods, it may take up to 4-5 business hours to collect the order once confirmed.

How do I place a click and collect order?

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At check out, select the 'Click and Collect' option in the cart and choose your preferred store from the list. In-stock items will be available after 3 business hours. Items not in stock will be shipped to your preferred store for collection, available within 4-6 business days.

Express Delivery

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How do I place an order with express delivery?

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At check out, select the 'Express Shipping' option in the cart and enter your delivery address to check the availability of this option for your location.

Orders placed before 11am local time are served within 1-2 business days.

Available in select postcodes only and according to stock availability. We are unable to deliver via Express Shipping to PO Boxes or Parcel Lockers.

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