Customer care

WELCOME TO RAIE EYEWEAR
Contact

For any inquiries contact hello@raieeyewear.co at any time.

Shipping

Australia - Standard shipping within Australia is free 

Express shipping is $10. (2 - 4 business days) INTERNATIONA: CANADA, US, NZ: Free standard shipping (7 - 12 business days). There is an express option at checkout (DHL 3 - 5 days) for $35.

REST OF THE WORLD: Free standard shipping. There is an express option at checkout (DHL 3 - 5 days) for $50.

Spend over $250 (NZ, CAD, USA) and $300 (Rest of the world) and receive complimentary DHL EXPRESS shipping.

Australia

Same state : Queensland express post: 1 - 2 business days

Same state: Queensland standard post: 2 - 5 business days

ACT Express from QLD - 1 - 2 business days

ACT standard from old - 3 - 5 business days

NSW Express from QLD 2 business days

NSW standard from QLD 3 - 5 Business days

NT from QLD express - 3 - 4 business days

Nt from QLD standard 9 - 13 business days

SA from QLD express 2 business days

SQ to queensland standard 5 - 6 business days

Tasmania from QLD express 2 - 3 business days

Tasmania from QLD standard 5 - 6 business days

Vic from QLD 1 - 2 business days express

Vic from QLD standard 4 - 6 business days

WA from QLD express 2 - 4 business days

WA from QLD standard 7 - 9 business days

International

UK (6 - 12 business days)

Italy (15 - 20 business days)

Germany ( 7 - 10 business days)

Sweden (15 - 20 business days)

South Korea (10 - 15 business days) Needs a personal customs code 

Israel (20 - 25 business days)

Sri Lanka (15 - 20 business days)

Japan ( 6 - 10 business days)

China (15 - 25 business days)

Turkey (10 - 15 business days) 

Singapore (4 - 7 business days)

Colombia (13 - 17 business days)

Malaysia (10 - 15 business days)

France (10 - 15 business days)

Hong Kong ( 5 - 10 business days)

Duties and Taxes

All duties and taxes must be paid by the customer. Australia Post currently only ships to selected countries due to COVID, please get in touch for any questions. Please note Australia Post is experiencing delays due to Covid. Raie is not liable for any products once in the hands of the courier. 

ReTURNS

Raie Eyewear believes every customer should be 100% satisfied with their purchase. If not, we offer returns within a 14 day time period once receiving your order.  Items must be unworn with original tags and packaging intact. You can return your product for a store credit only.  Initial shipping costs will not be refunded.  

If you need to organise a return contact hello@raieeyewear.co

Faulty Items

If you have been sent a faulty product you need to NOTIFY US via emailing hello@raieeyewear.co within 14 days of receiving the sunglasses to organise a replacement. We offer a 6 month warranty on all manufacturer faults.

No Waste Program

Are your old Raie sunglasses broken? Send them back to us to send them to our supplier to use the remaining acetate and lenses and recycle them into a new pair. Enjoy 20% off your next pair of sunglasses too!

Where are your products made?

All of our products are made by our offshore production partners in Asia

Try@Home
How does Try@Home work?

Pick your top 3.

And they'll be on their way to try in 1 - 2 business days, for a small deposit of $99.


Now you can try 3 items at home with our Try@Home service. 

Simply select your 3 pairs of sunglasses, pay a security deposit of $99 and we will ship them to you to try.

Step 1:

Add 3 try-able items to your cart.
 Our Try@Home service will be activated, with your items being free to try with a security deposit of $99. You can also purchase additional items in the same order. Checkout.

Step 2:

Wait for your beautiful items to arrive! Once your order has been delivered, you have 5 days to try and select which items you’d like to keep.

Step 3:

Complete your order
 by clicking the button in your “Order Delivered” email or log into your customer account. Keep your favourites and return the rest FREE (International customers, returns will be at your own expense). Follow the directions to complete payment and finalise your order.

Step 4:

Australian customers - Print your return label
 when you complete your order.

Drop your parcel with its return label affixed into any Australia Post Office near you.

International customers - get in touch with us for the return address.

Should you decide to return all items - a store credit will be emailed to you for $99.


Discount codes can still be used with the Try@Home service.

Try@Home Returns

Try@Home RETURNS POLICY & PROCEDURE

We want you to love your sunglasses! If not, we will happily offer $99 store credit when items are in new, unused, undamaged condition. If customers return all items, a $10 restock fee applies.

Returns must be confirmed within 5 days of receiving your order. Simply log into your Raie try at home customer account and follow the prompts to confirm items to KEEP or RETURN and finalise your order. There is no shipping cost to you for returning your tried items. You only pay for the items you keep! (International customers, returns will be at your own expense).

If all tried items are returned, a store credit of $99 will be applied, which never expires.

Note: You have 5 days to try your Try@Home items in the comfort of your own home. If 5 days have passed and you have not finalised your order online, the full RRP of all tried items will be charged.

 

HOW TO RETURN


1. 
Go to: The Try@Home ‘Order Delivered’ Email OR Log into your Customer Account and go to Order Management area

2. Find the order containing items you wish to return and click to open it and see the details. Select ‘Keep’ or ‘Return’ for each item then follow the prompts.

International cusomers: Get in touch with us by emailing hello@raieeyewear.co

Try@Home Payment Terms

1. Shopify Payment Terms & Conditions Apply

2. When Try@Home Service is activated in your cart, the tried items are free to try, rather than purchase, only a Try-Deposit is charged.

3. After delivery and trying items, you will complete the order online. If you keep more than the deposit paid, a second checkout occurs.

4. If orders with tried items are not completed within the 5 days, despite email reminders, you will be invoiced for the value of all tried products, less the deposit.

5. If items indicated as being returned are not received after 4 weeks from return postage label printed, you will be invoiced for the value of all items that will be returned.

FAQs
Do your sunglasses come with a case?

All sunglasses come with a blue Raie branded leather case. We offer premium Raie vegan leather cases and prtective cardboard Raie box for $5 at checkout

Where do you ship from?

We ship from our warehouse in 4221 Queensland, Australia

Can I use more than one coupon code?

If you have a discount code and a gift voucher you are welcome to use both! However only one discount code can be used at a time