Frequently asked questions are listed as below, Please don't hesitate to reach out to our customer service team if you cannot find what you are looking for.
What payment options do you accept - We accept mastercard, visa, maestro, paypal, afterpay.
Do you offer returns? - Yes please see our Returns policy page HERE
How long will it take for my order to be shipped? - We aim to have all orders shipped within 24 hours from when the order was placed, pending payment authorisation and verification.
Orders are processed Monday - Friday, 8.30am AEST - 5pm AEST.
All products Custom Lenses are custom-made products with lenses fitted by our partner optometrist. This process typically takes 14 business days after receiving confirmation of successful payment however can take up to 21 business days for certain optical prescriptions. Once your lenses have been fitted, your order will be checked and packed.
During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Years' holiday season) there may be delays to the processing and lens fitting time on orders. We do take measures to make this impact as little as possible, however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.
Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a tracking link for your order. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order.
Do you sell gift cards? -Yes, we offer gift cards in multiples of $50, for a custom amount, please email email@example.com
Where do you fulfill orders from - All orders are shipped from Epokhe HQ in Byron Bay, Australia.
Do i have to pay taxes and duties? - All international customers who have paid for the cost of shipping in their order process will not have to pay extra duty and charges or import taxes upon delivery. The duty charges and import taxes have been calculated by Epokhe and have been included in the shipping cost paid.
Can I cancel my order? - You can cancel your order, as long as it hasn't yet been shipped. Please email us ASAP if you wish to cancel at firstname.lastname@example.org
I didn't receive a confirmation email or tracking number. How do i obtain? - You should recieve an order confirmation once you have placed your order, then a shipping confirmation email with tracking once your order has been shipped. If you don't recieve either of these, please email us at email@example.com
What countries do you ship to? - We ship worldwide