FAQ | Sunglass Hut® Skip to content

Frequently asked questions

MAIN TOPICS

  • How do I download the Meta View App?
  • Gift cards
  • Placing & tracking orders
  • Shipping & Delivery
  • Returns, replacements & exchanges
  • Sunglass Care
  • Sunglasses standards
  • Lens & frame technology
  • My account
  • Careers
  • Ray-Ban customisation
  • Click and Collect
Gift cards

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

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Can I use a gift card or e-gift card to make a purchase 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/nz/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 return a gift card or e-gift card?

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No

How do I check my gift card/e-gift card balance?

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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.

What if I lose my gift card?

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

How do I add money to a current sgh gift card?

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You can view our full terms and conditions here.

Can I use an e-gift card in a 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.

What exactly does the recipient receive when I send an e-gift card?

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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/nz/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
  • ApplePay

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 New Zealand orders, give us a call at 0800 607 895 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 at 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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Absolutely! Sunglass Hut now offers a ‘Pick up in Store’ service. Once you have added items to your basket head the cart page and select the tab ‘Pick up in Store’ and enter a location of your choice from where to pick up your order. For selected items, pick up in store is also available in the same day. You will be notified by e-mail as soon as the item is ready for the pick up, so do not show at the store beforehand. Even better, the Pick up in Store service in completely free.

Don’t forget that a special Sunglass Hut in-store offer is waiting for you on a second pair!

Shipping leading times by product category:

STANDARD

Buy online and pick up in store (product in stock at the store): 2 hours

Buy online and pick up in store (product shipped to store): 2 days*

RX

Buy online and pick up in store (product shipped): 8 days

RB REMIX

Ray-Ban Remix items will ship to store via standard delivery 4 business days

Products available for the same-day pick-up depend from in-store stock availability, which may vary. If the style selected is out of stock at your chosen store, you will be notified via e-mail that the item will be shipped to your pick-up location following standard shipping leadtime that may vary based on the product category. Remember, you will have up to 7 days to pick up your order starting from the delivery date.

*Please note that shipping times may vary during Holidays.

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 New Zealand orders, give us a call at or email us at

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. 

Can I return a gift that was purchased online?

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Our Free Returns policy lets you return your item within days of the delivery date by mailing your purchase back to our Fulfilment Centre at no additional cost.  

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.

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 14 days of delivery date. 

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. 

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 return method should I use for a paypal® purchases?

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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.

Can I collect my prescription sunglasses in a store?

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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.

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.

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 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.co.nz or 0800 607 895.

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. You can unsubscribe at the bottom of any email newsletter. Alternatively, please contact our customer care team to update your contact preferences at customercare@sunglasshut.co.nz or 0800 607 895. 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 customisation
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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.

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