We check all frames before they are delivered to our customers to ensure they are in perfect condition but we understand that sometimes your new purchase needs to be returned for whatever reason so we want to make that as easy as possible.
We offer free returns with the option of a refund, exchange or store credit as long as the item(s) has been returned:
- Within 100 days of purchase;
- Unused with the original tags still attached; and
- In the original packaging and in the original condition.
Free Returns from Australia
Returns are easy – just complete the Contact Us form or email your name, number and order ID (found on your invoice) to email@example.com. We will then email you simple instructions (where you can choose a refund, exchange or credit) and a label to stick on the carton which you can just drop off at your local post office.
Returns from any country other than Australia
Pending your item meets with our returns policy, you can return your item to us for an exchange, store credit or refund. Simply fill out the Contact Us form or email your name, number and order ID (found on your invoice) to firstname.lastname@example.org and we will send you details of where to return your item to. If you are exchanging an item, there will be a re-delivery fee of $15 for New Zealand and Asia and $29 for the rest of the world.
Refund Process Time
We will process your refund within 3 business days of receiving your return.
Please keep in mind that it may take a little longer before you see the funds in your account as your financial institution may take a few days to process it.
If your item is faulty or requires a repair
Please contact us on 1300 85 88 75 or email@example.com. If it is a warranty issue we will arrange a repair or replacement for you. We will cover the cost of returning the item to us and a $9 shipping fee will be payable to ship them back to you. For warranty repairs after 100 days from purchase and for non-warranty repairs, please send the frames to us and a shipping fee of $9 applies to ship them back to you.
In the unlikely event you receive your item damaged, you must notify us within 48 hours of receiving it so we can arrange a repair or replacement. If we are notified later than 48 hours we cannot offer a repair, replacement or refund.
Unless iframes has made an error with your order, no refunds, exchanges or credits will be made for prescription lenses, only the frame. Upon request, and if possible, we can put your lenses into another frame, but we cannot guarantee we will be able to. A fee of $40 will apply to fit your prescription lenses to another frame. We cannot accept responsibility if you provide an incorrect prescription. If you purchase frames from iframes and you have lenses fitted by a third party and they damage the frames, this will void the returns policy.
If you love your frames but they don’t fit perfectly, you may need a little adjustment. The best option is to go to any optometrist or eyewear store where they can adjust them for you on the spot and they usually do not charge for this. This is the preferred option as you can try them on the spot and further adjust if required. Note: any damage caused by an adjustment will void the returns policy. iframes can also make the adjustment at no cost. Please send them back to P.O. Box 249, Caulfield South, 3162. A $9 shipping fee applies to return them back to you.
For PayPal and credit card payments, we can only refund back onto the PayPal account or credit card you made payment with. If the PayPal account or credit card is no longer valid, and pending we can confirm your identity as that account or card holder, we can provide a credit note to the value of the purchase price.
In instances where the exact same model is purchased, returned and then purchased again (or exchanged for the same one) within 100 days, free postage will not apply to the second purchase/exchange and a shipping fee of $9 will be payable to ship the item to you.
Special orders (items that are not listed on iframes.com.au and are uploaded by request of the customer) cannot be returned or exchanged.
We will cover the shipping cost of 1 return within 100 days of purchase from a single customer or a single shipping address regardless of how many transactions occur in that 100 day period. During the 100 day period, we will deliver up to 1 exchanged item to you free of charge and any further exchanged items will incur a $9 shipping fee.
Refunds for international orders will be processed in full in AUD (which is the same currency the payment was made in). Fluctuations in exchange rates may affect the refund amount.
We reserve the right to refuse a return if the Returns Policy has not been adhered to. If you return an item to iframes that has not adhered to our Returns Policy, a re-delivery fee of $9 will apply to ship them back to you.