Frequently asked questions

Returns are rare for Ray-Ban Meta AI glasses so we’re sorry that something didn’t work out with your purchase. 

There are two ways to return your Ray-Ban Meta AI glasses. 

MAIL

To return your AI glasses by mail 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 Meta 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. 
 

IN STORE

To return your AI glasses in store please complete the following steps:

1. Import all of your captures to your phone or the Meta View app.

2. Factory reset the glasses to remove your personal data and delete your captures.

3. Turn off the glasses.

4. 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. If the box is no longer available or in a suitable condition, a member of the store will take care of it directly.

5. Take the packed box to your nearest Sunglass Hut store and a member of the store team will take care of the return shipment for you.

Please note: your refund request won’t be processed in store, but when your order has been returned to our warehouse.

To operate Ray-Ban Meta AI glasses you need to connect your glasses with a smart phone and the Meta View App.

Here’s the complete checklist: 

• Smart phone with a recently released operating system: Android 10 and above (with location services enabled) or iOS 14.4 and above. See complete list of supported phones here.

• Wireless internet access 

• USB-C charging plug (if charging from a power outlet and not directly from a USB point)

• A valid Meta account

• Meta View App (downloadable from your App store here or by scanning this QR code)

You can use the following gestures on the touchpad on the right temple of your glasses to control audio playback and adjust volume:

- 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 to your audio source via Bluetooth.

Adaptive Volume

Adaptive Volume will adjust the system volume based on environmental noise levels. The system volume will automatically increase in response to high environmental noise and decrease in quieter settings.

To turn Adaptive Volume on:

1. Open the Meta View app on your phone.

2. Tap Settings in the bottom right.

3. Tap Audio

4. Toggle on Adaptive Volume

Most functional voice commands operate in English, French, Spanish and Italian.

Ray-Ban Meta AI glasses can only pair with one Meta account at a time. If you want to sell or give your glasses to someone else, you'll need to complete a factory reset. You can do this yourself, or alternatively the person receiving the glasses will be prompted to complete a factory reset when they attempt to log in with their account.

When Ray-Ban Meta AI glasses go through a factory reset, it permanently erases all captures and any associations between the glasses and your Meta Account. 

To factory reset, take the following steps:

a. Make sure the glasses are fully powered on and not in use

b. Slide and hold the power switch all the way to the right, while you press and hold the capture button

c. When the notification LED turns solid orange, first release the capture button followed by the power switch

d. Factory reset is complete when the notification LED turns off

Charging your glasses

To charge your glasses, put them in the charging case and place it on the nose bridge inside the charging case*. This is the only way to charge the glasses. You'll know your glasses are charging when the case LED blinks after you've docked them and closed the case. You can also see a charging icon in the Meta View app.

*The first time you charge your glasses you need to remove the protective plastic tab from the metal charging connections on the case.

Charging your case

To charge your charging case, connect the case to a power adapter using a USB-C cable and plug it into the front of the charging case. This is the only way to charge the case. 

Charging safety

For safety information on charging your Ray-Ban Meta AI glasses Collections please refer to the Warranty and Safety Guide.

You can opt-in to enable voice control in the settings of the Meta View app. To turn Voice on or off:

1. Open Meta View and go to setting

2. Tap Voice, then toggle next to Voice Control

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. Gently clean the lenses, camera lens, and the nose bridge charging contacts. Dry off the glasses before putting them back inside the charging case or wearing them.

You need a Meta account to log in to the Meta View App. Both new and existing users have the option to create a new Meta account, or log in with an existing one. You can create a new account using email, Facebook or Instagram logins. When setting up an account, you'll be asked to provide basic information such as name, birthday and email address.

There are a few ways to create a Montage in Meta View app:

1. Tap on one video or photo capture from the gallery, go to the 3-dot menu (upper right of the media screen) and tap the "Montage" button

2. In the gallery, navigate to the "Creations" tab, and click on the "+" button

3. Multi-select a list of video or photo captures from the gallery and then tap the "Montage" button in the bottom action bar. Once you’re in the Montage creation screen, follow these steps to complete a Montage: 1. Choose captures to add as clips 2. Tap “Next” at the bottom of the screen 3. Select a Template by tapping on the one you want to use. 4. Tap “Next” in top right corner 5. Edit the title, clips, music, aspect ratio, and duration 6. Tap “Save” in the top right corner. Your Montage will now be saved in your Gallery.

With the Meta View app 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.

When Voice is enabled, you can press and hold the touchpad to use it.

"Look and ask with Meta AI allows you to say “Hey Meta, look and…” to ask your glasses questions about the world around you. You could ask Meta AI the definition of a word in the book you’re reading, the name of the houseplant you’re looking at, or to write a funny caption about the dog chasing its tail in front of you. There are lots of things Meta AI can do, and we’re working on expanding that list over time.

How does it work?

When you use look and ask with Meta AI, your glasses will send a photo or video of what you’re looking at to Meta’s cloud to be processed with AI. After processing, Meta AI will deliver an audio response on your glasses, and you will be able to review your request, the image or video taken, and the AI response in the AI tab.
All photos and videos processed with AI are stored and used to improve Meta products, and will be used to train Meta’s AI with help from trained reviewers. Processing with AI includes the contents of your photos and videos, like objects, text or audio. This information will be collected, used and retained in accordance with Meta’s Privacy Policy.

Here are just a few examples of what you can say using look and ask with Meta AI:

Start by saying ""Hey Meta, look and...""

Understanding text
- ""Translate this text into English.”
- “What is the definition of this word?”

Sightseeing
“What architectural style is this?”
“How old is this building?”

Meal planning
- ""What can I make with these ingredients?”
- “What can I pair with this wine?”

Gardening
- ""What is this plant?”
- “How much water do these flowers need?”

Shopping
- ""How much does this cost?""
- “Which one of these books should I read?”

Expression
- ""Describe this landscape in an inspiring way.""
- “Write a funny Instagram caption about this dog.”

Stream Apple Music from your phone to your smart glasses, and control audio playback using touch and voice controls.

To turn on Apple Music

1. From the Meta View app, tap the gear symbol in the bottom right
2. Tap Apple Music
3. Tap Connect Apple Music

Touch controls

Use the following gestures on the glasses touchpad.

- Tap and hold to play a recommendation from Apple Music

- 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

Voice controls

If you’ve enabled voice controls in Meta View, you can control playback and use your voice to search by saying the following phrases:

Start by saying “Hey Meta...”

- Play Apple Music

- Pause

- Skip

- Volume up/down

- Play… (name any song, album, artist, playlist or station)

When you close your glasses, audio streaming will be paused. When you reopen the glasses, they will reconnect to your audio source via Bluetooth.

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

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

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.

You can view our full terms and conditions here.

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

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.

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

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

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

We do not accept:

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

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.

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

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.

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.

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.

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

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.

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.

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.

Sunglass Hut provides free standard 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 $11.95. Available only in selected areas.

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

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.

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

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

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

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.

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

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.

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

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:

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.

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.

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.

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.

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.

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

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

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.

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

To change your account information at any time, simply log in to your account. To change your email preferences, please contact our customer care team to update your preferences at customercare@sunglasshut.com.au or 1800 556 926.

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.

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.

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.

We currently does not offer prescription services.

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.

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.

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.

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.