Refund policy

We know buying frames online is sometimes difficult, so we try to make the return process as easy as possible. 

Shade Files offers easy returns within 14 days of delivery or purchase in-store. We accept refunds and exchanges on all full priced items (including those purchased with promo and automated discount codes, and BOGO20OFF), and store credit for any sale items. All items & packaging must be unused and in original condition.

Please choose carefully as we do not accept returns, refunds or exchanges for products marked as final sale, frames fitted with prescription lenses, or modified orders.

Please return your item within 14 days of delivery via our online returns portal or dropping your return to store. Please read our returns policy before doing so to ensure your return is valid.

If you cannot find an answer to your query you can contact us directly here.

 

OUR RETURNS POLICY

We happily accept refunds and exchanges on all full priced items (including those purchased with discount codes, and BOGO20OFF), and store credit for any sale items. All items & packaging must be unused and in original condition.

* Please note for any Christmas gift purchases, we offer extended returns until January 14th of the following year.

Please choose carefully as we do not accept returns, refunds or exchanges for products marked as final sale, frames fitted with prescription lenses, or modified orders. This includes change of mind circumstances.

For all online returns, please visit our returns portal here to get started.

Please note a $10AUD restocking fee will be deducted from the refund amount when you return an item without a return for store credit. To process an exchange please return the item using our returns process and purchase the desired item separately.

When purchasing items as part of a Buy One Get One (BOGO) promotion, the promotional discount is based on the lowest priced item, then applied to each item proportionately. If you choose to return any of the items, your refund will be reduced to the discounted amount for each item, therefore removing any discount and paying the price for the singular item.

 

HOW DO I RETURN AN ONLINE ORDER?

For all online returns, please visit our returns portal here within 7 days of receiving your order. Please note a $10 return fee is deducted from your return value for using our online returns in Australia.

 

CAN I RETURN ONLINE ORDERS IN-STORE?

Yes! You can return your valid online order to our store in Melbourne. If choosing to do so the $10 online return fee is waivered. Please allow a few business days for the return to be processed if returning to store.

 

CAN I RETURN IN-STORE OR PICKUP ORDERS VIA POST?

Yes! If you cannot make it back to the store for your return, you can use our online returns portal to process these returns.

 

I HAVE RETURNED AN ITEM, WHAT HAPPENS NEXT?

Once your returns package has been accepted, you will either receive your refund on the cost at purchase (excluding any shipping or duties costs) directly to the credit card from your original transaction. A confirmation email will be sent out to confirm your refund/exchange. For any questions regarding the return/exchange process, please email us at returns@shadefiles.com.

 

EXCESSIVE RETURNS

Shade Files monitors returns to identify potential abuse or misuse of our return policies. Continued returns will be flagged and potentially refused at our discretion, or lead to the closure of your Shade Files customer account.