SHIPPING & DELIVERY
NEW ZEALAND:
FREE SHIPPING ON ORDERS OVER $50
We offer free shipping within New Zealand for orders over $50. Once dispatched you will receive an email with parcel tracking information.
Our shipping partner is NZ Post.
AUSTRALIA:
FREE DELIVERY ON ORDERS OVER $100 - 6-12 working day delivery (TRACKED)
$10 DELIVERY ON ORDERS UP TO $100 - 6-12 working day delivery (TRACKED)
We will ship your order as soon as possible, however please allow 1-2 business days for order processing.
Because NZ Post does not directly control all parts of the delivery chain, they cannot guarantee that your item will be delivered within the target timeframe. Delivery to areas outside major cities, or where your item is dutiable or is held in Customs, may take longer.
Please note that you, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost.
We cannot be held responsible / liable for lost or stolen packages once they have been picked up by the courier. The customer accepts full responsibility to file any claim(s) with carrier for damaged and/or lost shipments.
Customers are responsible for providing us with their correct shipping address - if a package is returned or rejected, the customer will be contacted and will be required to pay for re-shipment postage.
NON Delivery: If an extended time has passed and you have not received your item please contact us at help@fixeyewear.com so we can help you lodge a claim with the courier company.
REST OF THE WORLD
USA / UK / EU / ASIA FREE DELIVERY ON ORDERS OVER $200
We're still working on the exact details here so please bear with us. If you have questions about your own location please contact us at help@fixeyewear.com.
As we are shipping from New Zealand, if it is going to be too costly, take too long or likely not to arrive we reserve the right to provide a full refund and not process your order. Please note, we'll be trying our best to get it to you.
RETURNS
7 DAY TRY AND CHANGE
For the first 7 days from delivery FIX offers ‘try-and-change’. Think you’d prefer a different colour-way? Change of heart? No worries, FIX allows you to exchange your purchase free of charge for the first 7 days. All items must be returned in the original packaging and free from wear and damage. Try-and-Change only applies once per order and the customer must notify FIX of their intention to exchange the item within 7 days of receiving their delivery and the item must be received by FIX within 14 days of the original delivery date to the customer.
30 DAY RETURNS
Changed your mind? FIX offers 30 day returns from the date of delivery. We will happily refund your full-price purchase. To be eligible for a return all items must be returned in the original packaging and in the same condition that you received it - free from wear and damage.
To complete your return, we require a receipt or proof of purchase.
There are certain circumstances where only partial refunds are granted or store credit will be issued (if applicable).
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you have not received your refund yet, please contact us at help@fixeyewear.com
'OOPS' COVERAGE
‘Oops’… unfortunately we break things - we get it and we don’t want you to miss out. FIX offers 12 month coverage from date of purchase for accidental breakages caused to your FIX eyewear.
If you break your eyewear within 12 months from the date of purchase we will give you 40% off of a new identical purchase.
‘Oops’ coverage can only be used once on original purchases only and cannot be used in conjunction with, or in addition to, other offers. To access this coverage you will need to send the damaged eyewear or component to FIX where we will retain it for proof of damage. If items in the original purchase are unavailable substitutes of an equal or greater amount to the original purchase will be offered.
WHAT IS THE WARRANTY ON FIX PRODUCTS?
FIX offers a 12 month manufacture warranty on all FIX components. This excludes scratching on lenses and damage caused by customer misuse and normal wear and tear.
RETURNS / REFUND POLICY CONTINUED.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
Gift cards
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@fixeyewear.com and send your item to: Fix Eyewear, 4D/89 Ellice Road, Wairau Valley, Auckland 0629, New Zealand.
Shipping
To return your product, you should mail your product to: FIX Eyewear, 4D/89 Ellice Road, Wairau Valley, Auckland 0629, New Zealand.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.