Return Faq

What is Quay's return policy?

Quay accepts returns of full-priced sunnies within 30 days of delivery. Items must be unworn and in resalable condition, with the original case and tags included. Returns received after 30 days or not in original condition will not be accepted.

Which items are eligible for return?

Full-priced sunnies and blue light glasses are eligible for an exchange or for a return for refund or merchandise credit. Promotional items follow the standard return policy and are refunded based on the price paid at the time of purchase. For BOGO (buy-one-get-one) orders, both the paid and free pair must be returned for a refund; if only one is returned, Quay can provide merchandise credit for the promotional savings (50% of the returned pair).

Which items can't be returned?

Sale items are final sale, gift cards are non-refundable, and prescription glasses and prescription sunglasses are custom-made and not eligible for return unless your doctor provided the wrong prescription or the item arrived defective.

How do I return a non-prescription Quay order?

Visit Quay's returns portal and sign in with your order number and billing ZIP code or email, then select the items to return or exchange and follow the instructions to print the return slip and shipping label. Pack the items in a Quay Australia box if available (otherwise a well-padded box), along with the invoice and printed return slip, with tags and case included. Refunds are issued to your original payment method; please allow about 14 business days for processing once Quay receives the return.

My Quay order arrived damaged: what do I do?

Report any order discrepancies or damaged items to customercare@quay.com within 5 days of delivery, including your order number, a brief description of the issue, and a photo.

What if my order was delivered to the wrong address?

Quay is not responsible for items delivered to an incorrect address supplied by the customer at checkout. Please check your shipping information twice before placing an order.

Can I return an Afterpay order?

Afterpay refunds can't be processed in Quay stores; they must be returned through Quay's online returns process.

Can I return or exchange in a Quay store?

Yes. Quay stores currently accept returns and exchanges; use the store locator to find your nearest location. (Note: Afterpay refunds must go through the online returns process, not in store.)