Shipping policy
Shade Files offers free shipping Europe wide on all orders over €200 EUR and are sent with tracking and delivery confirmations. All standard shipping is delivered with ATL (Authority to leave).
See below for more detailed information regarding our shipping policy.
Of course, if you cannot find an answer to your query you can contact us directly here.
Standard Shipping
All standard shipments in Europe are sent via DHL eCommerce and your local postal providers. Standard shipping orders take around 5-10 business days to arrive and are delivered with ATL (Authority to leave).
Express Shipping
All express shipping is sent via DHL Express and is our fastest parcel shipping service that generally takes 3-5 business days. All express shipping is delivered with signature on delivery.
Processing times
All orders are usually shipped the same day if ordered on a business day before 11AM (AEST). If you need your order ASAP please contact us and we will do our best to get the order sent off immediately! For other processing times please see below:
Orders placed after 11AM (AEST) on a business day are processed following day
Orders placed after 11AM (AEST) on a Friday are processed the following Monday
NOTE: Public holidays and sales periods may delay dispatch or shipping.
Optical orders should allow for an additional 5-10 working day for the frames to be sent to our lab and back again.
Tracking
All deliveries from Shade Files Eyewear includes tracking the moment the parcel leaves us, allowing you to track every step of your delivery. All tracking is sent to the email registered at checkout. If you have not received any tracking emails from us, first check your spam folder as sometimes our comms end up there. If you still cannot find the tracking and are concerned you have entered your email incorrectly, please contact us and we will update your customer profile.
Right of Withdrawal (Cancellation Policy) for EU Customers
If you are a resident of the European Union, you have the right to cancel your order before delivery, or within 14 days from the day you (or a third party indicated by you) receive your goods, without giving any reason.
How to Cancel
Please use the Cancel Order button located in your customer account or by contacting us here.
If Your Order Has Not Shipped
If your order is still unfulfilled and has not left our warehouse, we will cancel it immediately and issue a full refund, including original shipping costs, within 14 days.
If Your Order Has Already Shipped
If your order has already been dispatched from our warehouse, the shipment cannot be stopped in transit. In this circumstance, please follow these steps:
- Receive the Delivery: Accept the package when it arrives. Refusing delivery may delay your refund processing time.
- Return the Goods: You must send the items back to us without undue delay, and no later than 14 days from the day you communicated your cancellation to us.
- Return Shipping Costs: You (the customer) will bear the direct cost of returning the goods to us. We recommend using a tracked shipping service, as you are responsible for the items until they arrive at our facility.
Cancellation Refund Processing
Upon receiving your cancellation notice, we will refund all payments received from you, including the costs of our standard delivery option. (Please note: If you chose a premium express delivery option, we will only refund the amount of our standard delivery fee).
We may withhold your refund until we have received the returned goods, or until you have supplied official proof of having sent back the goods, whichever is the earliest. We will carry out the refund using the same means of payment that you used for the initial transaction.
Special Cancellation Policy for Prescription Eyewear & Custom Orders
Please note that the standard 14-day cancellation window does not apply to prescription glasses or custom lens orders. Because prescription lenses are highly personalised and custom-made to your specific optical prescription, these orders are legally exempt from the EU right of withdrawal. Once your order has been sent to our laboratory and the custom lens manufacturing or fitting process has commenced, the order cannot be cancelled, modified, or refunded, even if the item has not yet shipped from our facility.
Shipping & handling times
Estimated shipping times are shown at checkout, alongside your chosen shipping service. Please keep in mind that these estimates are for business days, and any holidays and weekends should be excluded from the arrival estimate. Please also note that around holidays and sales periods when couriers and postal networks are busy, that these estimates may increase slightly.
Customs, Duties & Tax
Customs Import Tariffs, duty and tax is calculated and included at checkout, making for a more seamless delivery for you. No further import duties or taxes will apply to your order if these have been paid for during checkout.
Refused shipments
If your shipment is refused or not collected from a postal outlet, your order will be returned to sender. Once we receive the item back to us you will have the opportunity to have the item redelivered, following payment of further shipping. Upon request, you may be refunded the value of your order excluding original shipping, return shipping fees and a $10 restocking fee. Shade Files does not take any responsibility for incorrectly inputted addresses by customers during checkout. Any orders returned to us due to incorrectly entered shipping details will be refunded minus all shipping and return shipping fees associated to your order.
Please refer to our returns policy for more details.
Lost or Stolen parcels
In the rare case that your parcel has been deemed lost by our courier network, please contact us to help process your claim. In the situation that the courier has marked your order as delivered to your premises but you cannot find the parcel, please look closely around your premises or contact other household members or neighbours who may have collected the item for you.
Shade Files or any of our couriers do not take responsibility for stolen parcels when marked as delivered. Please check your delivery address as inputted during checkout and see notes above regarding ‘Refused shipments’ for further info if this is this case.