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 picked within a few hours and once your order has reached our warehouse, we are unable to make changes.

Contact us and we may be able to cancel your order, but cannot guarantee requested changes.

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

We understand that sometimes a last minute change is unavoidable, though please note most orders are picked within a few hours and once your order has reached our warehouse, we are unable to make changes.

DHL may give you the option of updating your shipping address via SMS or email once they are ready to deliver your order.

If you were successful in changing your new nominated address with DHL

The DHL team is able to manually update your delivery details for you, though given your tax invoice was processed prior to your address change, it will still reflect your original details.

If your parcel reflects an incorrect address, contact us and we may be able to cancel the order, but cannot guarantee requested changes.

Please note: 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 will 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 with AfterPay, only if the exchange is of same or more value than the original order total. If your order is not of more or less value you can send the order back to the Oroton Head Office for a refund.

How do I return my online order?

If you’re unable to visit an Oroton store, you can also 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 Payal 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?

The style(s) you selected may have been one of our most popular styles and unfortunately is no longer available.

We sincerely apologise for any disappointment this has caused and can arrange for a full refund which will appear in your account in 3-5 business days.

If you’d like one of our team members to suggest an alternative, please don’t hesitate to contact us. You can also find all of our new season collection and latest arrivals at here

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 - FRF tracking details emailed upon Client Services booking of your item

My promo code is not working?

Promotional codes are not automatically applied to online orders. To use a promotional code you need to enter it in the “enter promo code” box and click apply at checkout to update the order total. If your promotional code is invalid please contact us.

Please note if website difficulties are experienced Oroton is not liable for missed opportunities. Oroton reserves the right to modify promotional prices and terms and conditions at its own discretion and does not hold liability to notify clients.

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?

Oroton definition: Anything which is caused by general use of the item over time.

For 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. If you have a previous season or vintage Oroton item which requires a repair, please feel free to contact your closest Oroton boutique/store for a recommendation for a local repair service. See here to find your closest store

Please note that Oroton is not responsible for items damaged by recommended repair centers.

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.