FAQs

Shipping and Delivery times

AUTRALIA INTERNATIONAL 3 HOUR
Usually delivered in 3 - 5 business days*

*Excludes public holidays . Also during sale/promotional events, delivery may be longer than specified times.
Usually delivered in 3 - 5 business days*

*Excludes public holidays. Also during sale/promotional events, delivery may be longer than specified times.
When ordered between 9am-2pm (AEST) Monday-Friday, will arrive within 3hours or booking confirmation

How much is shipping?

AUTRALIA INTERNATIONAL 3 HOUR
Orders over $250
FREE

Orders under $250
$9.95
AUD $19.95

Fee calculated in relevant currency
AUD $29.95

What payment methods are available?

Oroton accepts Credit Cards (Visa, Mastercard, American Express & Diners Club) and PayPal, AfterPay and Oroton Gift Card payment for all online purchases.

 

How do I cancel my online order?

Most orders are fulfilled within a few hours but please contact us and we may be able to cancel your order. Cancellation requests are not guaranteed.

How long does it take for a refund to process?

Once your parcel arrives at our head office, your refund will be processed back to the same account you’ve used to make your purchase in 3-5 business days.

Any orders made via Afterpay will be refunded and we will cancel any future payments.

For an instant refund on full priced items, simply bring your purchase to your nearest Oroton store within 14 days from arrival date. Just be sure that your purchase is in its original condition with all its tags attached, and please have your tax invoice with you.

How can I update my delivery details?

Most orders are fulfilled within a few hours and once your order has been confirmed, we are unable to make changes. If your parcel reflects an incorrect address, contact us and we may be able to cancel the order but cannot guarantee these requests.

DHL may give you the option of updating your shipping address via SMS or email once they are ready to deliver your order. Please note that if DHL are able to manually update your delivery details, your tax invoice will still reflect your original details as this was processed prior to your address change.

If you enter an incorrect address during checkout, Oroton is not liable for any delay or if the item does not arrive to you. Where an incorrect address is entered, parcels are usually returned to sender. We will make every effort upon the parcel being returned to us to re-label and re-dispatch, however Oroton cannot be accountable for any delays which are incurred during the transit/delivery period. Please note there may be an added delivery charge to resend your item(s) to the correct address.

How do I exchange my online order?

Simply bring your purchase into your nearest Oroton store within 14 days from arrival date and we’ll happily exchange it for you. Or if you prefer, we can offer you a store credit which can be used online or at any Oroton store and online.

Just be sure that your purchase is in its original condition with all its tags attached, and please have your tax invoice with you. Please note that we are unable to provide online exchanges.

If you’d like help selecting an alternative item or have any questions, our friendly team members in store are happy to help. You can also view our new season collection and latest arrivals here

AfterPay exchanges:We are more than happy to exchange an order placed using Afterpay if the exchange is of the same value or more than the original order total. If your order is not of the same value or more, you can send your order back to our Oroton head office for a refund.

How do I return my online order?

If you’re unable to visit an Oroton store, you can return your online purchase by contacting us and we’ll cover the cost of the return delivery for you.

Please contact us with your full name, contact number, web order number and reason for return. We will be in contact as soon as possible with the reply paid details.

Once your parcel arrives at head office, your refund will be processed back to the same account you’ve used to make your purchase in 3-5 business days. Please note that we are unable to provide online exchanges.

AfterPay + Paypal order returns: Any orders placed using Afterpay or PayPal at checkout cannot be returned to a store for a refund and instead must be sent back to Oroton Head Office to process.

What does it mean if my order has been short shipped/out of stock?

Occasionally a product is available online at the time of purchase but when your order reaches our warehouse, it may have sold out in the meantime, resulting in your order being short shipped/out of stock. We have systems in place to avoid this occurring and we do apologise if your order is affected.

For short shipped/ out of stock orders, a full refund for the missing items will be returned to the payment method used within 3-5 business days. If you haven’t received your order in full, please contact us.

How can I get my Oroton sunglasses repaired?

Our sunglasses come with a 2 year manufacturing warranty, so we’ll arrange for your purchase to be sent to our manufacturer where they’ll be assessed for repair or replacement.

Simply bring your sunglasses and receipt into your nearest Oroton store where one of our team members will assist in filling out a repair form, and we’ll take care of the rest.

If your sunglasses are out of warranty, we’ll advise of any costs that may be incurred before proceeding.

Please don’t hesitate to contact us if you have any questions.

Will I be charged Customs and Import charges?

Oroton will pay the customs duty and tax charges when the purchase total (excluding shipping) exceeds the duty free threshold (AUD $1,000).

Orders less than $1000 AUD customs duty and tax charges will be applied and is payable by the recipient, it is implicit that the purchaser agrees for OrotonGroup and/or its agent to clear the goods through customs on their behalf.

  • Customs or import duties are charged once an order reaches its destination (delivery country).
  • Charges must be paid by the recipient, and vary widely country to country.
  • Oroton have no control over these charges, and cannot speculate what the cost may be. All charges are levied 
  • We recommend contacting your local customs office before ordering to avoid any unforeseen charges.

When will I receive my order confirmation?

Order confirmation emails are automatic.

If you have not received your order confirmation within 24 hours, your order could be sitting as a “draft” due to delivery or payment issues, or you have entered an incorrect email address at checkout.

Please contact us for further assistance.

Where is my order?

If your purchase has not arrived within 3-5 business days, check your e-mail as it is likely that you have received an e-mail informing you that the order has left our warehouse, or there may be an issue with your order.

Keep in mind that during sale periods and promotions, delivery dates may be longer.

Please contact us if you have any concerns.

How can I track my order?

AUSTRALIA
INTERNATIONAL
3 HOUR
www.dhl.com www.dhl.com ww.frf.com
  • Australia/International Delivery - Tracking details will be sent once your order has left our warehouse

  • 3 Hour Delivery - Client Services will email FRF tracking details to you once delivery is arranged

My promo code is not working?

Some codes may:

• Require you to Login or Checkout as a guest; • Have a minimum spend; • Have been redeemed already; • Not be valid on certain items; • Have expired; • Have been misspelt.

View Promotion T&C’s

Are sale prices and promotions the same in store and online?

Unless otherwise stated, sale prices and promotions are the same online and in store.

What is considered a personal effect of wear and tear?

Under our warranty we are able to cover the failure of hardware, components or workmanship. Falling outside of our warranty are the personal effects of wear and tear such as accidents, treatment which is inconsistent with our care instructions, and dismantling or repairs by persons other than recommended repair centres.

Example: A common effect of wear and tear is colour migration from denim or dark materials onto light coloured leather. This effect of wear and tear is usually irreversible thus we recommend when purchasing Oroton products that you seek care advice from our Oroton staff members.

Does Oroton have a repair service?

Unfortunately Oroton does not offer a repair service or stock spare parts. If you have a previous season or vintage Oroton product that requires repair, please feel free to contact your closest Oroton store for a recommendation for a local repair service.

Please note that Oroton is not responsible for items damaged by repair centres other than those recommended.

Can Oroton provide spare parts?

Unfortunately Oroton does not provide or sell spare parts.

Have a Question?

For all enquiries, free call our Client Service team from 8.30am to 5pm (AEST) Monday to Friday.