FAQ's

QUESTIONS?

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

 

CUSTOMER SERVICE HOURS:

Monday-Friday 9 AM - 5 PM. Please allow up to 3 business days for a response.

 

HOW LONG WILL IT TAKE TO GET MY ORDER?

For Australian orders

STANDARD ($5): 2 – 5 business days after dispatch

EXPRESS ($8): 1 – 2 business days after dispatch

 

WHERE’S MY ORDER?

You can track your delivery through parcel tracking and the MyPost App. For the latest information about delays and impacts please visit auspost.com.au

 

If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact customerservice@ozcooleyewear.com.au

 

CAN I TRACK MY ORDER?

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

 

WHAT IS YOUR RETURN POLICY?

We’ll happily refund your full-priced Sunnies, Blue Light Glasses & Accessories, within 30 days of delivery, if they have not been worn. They must be in resalable condition with original case and tags.

Please visit our Returns Page for full details.

 

CAN I CHANGE OR CANCEL MY ORDER?

We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed.

 

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

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

 

 

WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?

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

 

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, Mastercard, American Express, PayPal.

 

DO YOU HAVE A PHYSICAL STORE LOCATION I CAN VISIT?

At this time, we are online only.

 

WHAT IF I RECEIVE A DAMAGED ITEM?

Please contact our customer care department immediately at customercare@ozcooleyewear.com.au

 

CAN I PLACE AN ORDER WITHOUT REGISTERING?

Yes, of course! But we think it will make your life easier if you create an account so you can track your orders more easily.

 

I AM AN INTERNATIONAL CUSTOMER (OUTSIDE AUSTRALIA). DO I HAVE TO PAY CUSTOMS & TAXES?

Please be aware that any items shipped outside of Australia may be subject to import duties and/ or taxes applicable to your country/ or the country you're shipping to. You will be responsible for these additional charges that incur for customs clearance when your package reaches your country. Unfortunately, OZCOOL Australia has no control over these charges and cannot predict what they may be. Customs policies vary from country to country; we recommend that you contact your local customs office for further information.