Question 1

What materials do you use?

Accepted Answer

We use optical-grade polyamide for all of our lenses. This material is lighter, safer, and more impact-resistant than glass, while maintaining excellent optical clarity. We do not manufacture or supply glass lenses. Our Lens Tiers: SFx Diamond-Bio (Premium): Our highest-performance lens option. Made from optical-grade polyamide with 44% bio-based content (derived from renewable castor oil). These lenses feature a premium anti-reflective (AR) coating on the rear surface to reduce glare, along with an ultra-durable hardcoat to improve scratch resistance. Available in Onyx, Burnt Umber, and G15 gradient options. SFx Ultra (Polarised): A high-performance lightweight polarised lens designed for maximum glare reduction. They use a Japanese polarising filter with a 99.9% efficiency rating. Ideal for outdoor use, and available in a range of tints and mirror finishes. SFx Edge (Non-Polarised): Clear, durable, and lightweight lenses designed for everyday use. These feature a protective coating to resist water, sweat, and surface scratching, delivering high-definition clarity at a fraction of the weight of glass. Note: All lenses comply with ANSI Z80.3-2018 and other applicable regional safety and quality standards, and provide 100% UV protection. Learn more on our Quality & Colours page.

Question 2

Which payment methods do you accept?

Accepted Answer

Instant Online Payments Credit & Debit Cards Apple Pay Google Pay PayPal Standard & Express American Express & Discover The Sunglass Fix takes security seriously. Our website is regularly audited by Trusted Sites to maintain full PCI compliance, ensuring your payment data is protected at all times. Alternative Payment Methods: If you prefer not to pay online, we’re happy to help process your order manually. PayPal Invoice: Contact us and we can email you a secure invoice link. Bank Transfer: You can transfer funds directly to our account. Please place your order first so you have an Order Number to use as a reference. Bank Transfer Details (Australia) Bank: ANZ Account Name: THE SUNGLASS FIX PTY LTD BSB: 012-742 Account Number: 296535273 Reference: [Insert Your Order Number] – Important: Please email us once the transfer has been made so we can match your payment to your order. For more detailed payment information, please visit our Payment Policy Page.

Question 3

How do I clean and care for my sunglass lenses?

Accepted Answer

Cleaning Daily Wipe: Quickly blow off any dust or dirt, then gently wipe the lenses each time you put them on. Use the Right Cloth: Always use the provided microfibre cloth or pouch. Do not use paper towels, tissues, or napkins, as the wood fibres in them act like sandpaper and can scratch the lenses. Warm Soapy Water: For heavy smudges, warm soapy water is best. Standard washing-up liquid works well, provided it doesn’t contain added moisturisers. Avoid chemical sprays unless they are specialist lens cleaners. Storage Use the Case: Lenses are scratch-resistant, not scratch-proof. Always store them in a hard case or pouch when not in use. Proper Placement: If you put your sunglasses down, make sure they are placed upside down with the arms open. Never place the lenses face down. Long-term Storage: Thoroughly clean your frames and lenses before storing them for long periods (e.g. over winter) to prevent deterioration. Additional Tighten Screws: Periodically check your frame screws with an optical screwdriver. The arms should open smoothly but not fall open under their own weight. Avoid direct sunlight and heat: While sunglasses are designed for sunlight, prolonged all-day exposure can degrade lenses and cause visual defects. This is especially true if lenses and frames are dirty or wet. If none of the tips above are helping, don’t throw your favourite shades away. Simply fit a pair of high-quality replacement lenses from Sunglass Fix and enjoy that brand-new feeling again.

Question 4

What should I do if my new lenses don't fit?

Accepted Answer

Fit issues are rare, but we’re here to help if you experience any problems.

Step 1: Check the Installation In many cases, lenses require a specific fitting technique to snap correctly into place. Please watch our installation videos here to ensure you are using the correct method for your frame type.

Step 2: Verify the Model Check the model number printed on the inside of the left temple arm of your sunglasses and compare it with your order confirmation email. If you have ordered the incorrect model, please contact us and we will be happy to arrange an exchange.

Step 3: Contact Us If the lenses still do not fit, please complete our Return/Fit Issue form or email us at info@thesunglassfix.com. You may also call us on (530) 562 4800.

Please include:

Your Order Number
The Model Number from your frame arm
A description of the issue (e.g. "lenses too large/too small", "slightly different shape", "damaged in transit", "incorrect colour", etc.)

Question 5

How does the Custom Made Lenses service work?

Accepted Answer

If we do not stock your exact model, we are able to offer a custom lens cutting service.

The Process:

Place Order: Select the "Custom Made" option on our website, then choose your preferred lens colour and lens type.
Send Frames: Post your sunglass frames to our laboratory.
Production: Once your frames arrive, we will usually cut and fit your new lenses within 3–5 working days. (More complex frame designs may require additional time).
Return: We then dispatch your completed sunglasses back to you.

Total Turnaround Time: typically around 1.5 to 2 weeks, however this can vary depending on postal transit times to and from our laboratory.

For further details about our Custom Made service, please click here.

Question 6

How do I contact customer support?

Accepted Answer

We are happy to assist you with any questions. Online: Visit our Contact Us Page Email: info@thesunglassfix.com Phone: +44 20 3290 1799

Question 7

How do I check my order status?

Accepted Answer

You can view the latest updates on your order at any time by visiting our Order Status page.

Simply enter your Order ID and email address to see the current progress of your order, including whether it has been received, is being processed, or has been dispatched, as well as tracking numbers and delivery information.

Please note: We process orders 5 days a week and aim to dispatch standard orders on the same or next working day.

Question 8

How do I return my lenses or request an exchange?

Accepted Answer

1. Identify the Issue Customer Error (Incorrect Model/Colour): If you have ordered the wrong item, we’re happy to arrange an exchange. You will need to return the lenses to us by post. Please note that return postage costs are not refundable. Our Error (Incorrect Item or Fault): If we have sent the wrong item, or there is a manufacturing defect, we will resolve this straight away. We will cover the cost of supplying the correct lenses, issuing a refund, or providing a custom-cut solution where required. 2. Contact Us Please do not return any lenses before contacting us first. Click here for Returns and Exchanges or email our support team at returns@thesunglassfix.com.au with the details below: Order Number: Full Name: Reason for Return: Once received, we’ll reply with instructions on how to send your parcel back.

Question 9

Can I track my order?

Accepted Answer

This depends on the delivery method you selected at checkout: Free Delivery: This option is not tracked. Paid Delivery (£3.95+): Yes. If you chose the upgraded delivery option, you’ll receive a tracking link by email once your order has been dispatched. How tracking works: We use DHL eCommerce or SEKO. These services transport your parcel to your country, where it is then handed over to your local postal service (e.g. Royal Mail, USPS, Mexico Post) for final delivery. Please note: DHL tracking numbers can sometimes update or change once the parcel reaches your destination country. What if my Free Shipping order is delayed? As this method is untracked, we need to allow sufficient time for the postal network to deliver it. Please wait until the maximum delivery timeframe has passed before getting in touch. If it is declared lost after this period, we guarantee it will arrive or we’ll resolve it for you. For estimated shipping times and maximum delivery windows, please visit our shipping page.

Question 10

How long does it take to arrive?

Accepted Answer

All lens orders are manufactured and dispatched on the same or next working day. Delivery times will vary depending on your location. As we use a combination of DHL/SEKO and your local postal service, international delivery times can differ from country to country. Please visit our Shipping Information Page for detailed estimates for your region. Important for UK & EU Customers: We collect VAT at checkout to help speed up customs clearance and ensure your parcel moves through border processing as quickly as possible without unnecessary delays.

Question 11

Which shipping companies do you use?

Accepted Answer

We use a “hybrid” delivery network to help keep costs down while maintaining wide global coverage. International Leg: Orders are shipped from our facility using DHL eCommerce or SEKO. Domestic Leg: Once your parcel arrives in your country, it is transferred to your local national postal service (e.g. Royal Mail in the UK, USPS in the USA) for final delivery to your address.

Question 12

What are the shipping costs?

Accepted Answer

Depending on your location and how quickly you need your lenses, we offer the following delivery options: Standard Lens Orders: - Standard: FREE (untracked) - Tracked: $3.95 USD (includes tracking link) - Express: $4.95 USD (fastest option; available for selected locations only) Taxes and Customs: - USA (Updated August 2025 regulations): Due to the suspension of the de minimis exemption, all shipments to the United States are now subject to import duties regardless of order value. The cost: A combined 12% tariff and duty charge applies to Australian-made lenses. How this is handled: To avoid customs delays, we collect this 12% at checkout. This ensures your order clears customs smoothly and is delivered directly to your address without unnecessary hold-ups. - EU & UK (VAT Included): We collect VAT at checkout to help speed up customs clearance. Note: In the rare case that a local authority charges VAT again on delivery, please pay the fee, retain your receipt, and contact us. We will reimburse you promptly. - Rest of World: Any customs fees are the responsibility of the customer. However, these are uncommon for smaller orders (typically only applying to orders over $1,000 USD). Custom Cut & Installed Service: As this service involves shipping your frames to and from our workshop, additional costs apply. - Return Shipping Fee: $7.95 USD. Note: You are responsible for the cost of sending your frames to our workshop.

Question 13

How do I install replacement lenses in my sunglasses?

Accepted Answer

Installation methods will vary depending on your frame type. Please identify your frame below and follow the appropriate instructions carefully. Full Frame (Plastic/Acetate) - To Remove: Gently warm the frame using lukewarm water or sunlight to soften the material slightly. Locate the flattest section of the frame, then apply light pressure from the rear (concave side) to ease the lens out by gently working the frame edge away. - To Install: Begin by seating the most curved edge of the lens first (typically the temple side). Work progressively around the frame, securing the top section first, then the nose bridge. Finally, apply firm but controlled pressure until the lens clicks securely into place. Full Frame (Metal) - To Remove: Find the small retaining screw, usually positioned near the hinge or hidden behind the temple arm. Carefully loosen the screw slightly (do not fully remove it) to open the frame barrel and release the lens. - To Install: Position the new lens into the groove of the frame, ensuring correct alignment, then retighten the screw to hold it firmly in place. Half Rim (Nylon Wire) - To Remove: Hold the lens securely. Apply pressure toward the temple side to release tension, then carefully lift the lens at the nose bridge until it disengages from the nylon cord. - To Install: Insert the thinner edge of the lens (temple side) into the groove first. Then gently flex the lens into the frame from underneath until it snaps back into position. If you need visual assistance, visit our Lens Installation Instructions page for step-by-step videos.

Question 14

What is The Sunglass Fix Return Policy and Warranty?

Accepted Answer

We offer an industry-leading warranty and guarantee so you can purchase with confidence: 6-Month Satisfaction Guarantee (No Questions Asked): If you decide you don’t like the lenses, ordered the wrong colour, or made an error during checkout, you can return them for a refund or exchange within 6 months. 1-Year Manufacturer Warranty: We cover all manufacturing defects for 12 months. This includes issues such as delamination or coating faults. Installation Guarantee: We guarantee a proper fit. If you damage a lens during installation, or if the lenses do not fit your frame, we will replace them. If you wish to return your lenses, please contact us before sending anything back, and include your Order ID with your return parcel.

Question 15

What is a polarised lens and how does it work?

Accepted Answer

Polarised lenses contain a specialised filter designed to block intense reflected light, commonly known as glare. Unlike standard tinted lenses that simply reduce brightness, polarised lenses filter and reorganise light to reduce eye strain and improve visual clarity. Key Benefits: Safety: Reduces blinding glare from roads, car bonnets, and wet surfaces while driving. Water Sports: Minimises surface reflections on water, allowing you to see more clearly into the water—ideal for fishing and boating. Reduced Eye Strain: Helps prevent squinting in bright conditions, reducing headaches and fatigue. Improved Visual Clarity: Many users of polarised replacement lenses report sharper vision, with enhanced contrast and more accurate colour perception across different environments. How to Test if Lenses are Polarised: If you have access to a computer monitor or mobile phone screen, hold the glasses up and look through the lens at the illuminated screen. Slowly rotate the sunglasses by 90 degrees. If the lens darkens significantly or turns black at a certain angle, it is polarised. (This occurs because digital screens also use polarising filters.) You can read more about polarised lenses and their benefits on our blog.

Question 16

How do I find my sunglasses model number?

Accepted Answer

Most sunglasses can be identified by checking the inside of the temple arm. Find the Model Number Look for a sequence of 4 to 8 characters printed on the inside arm. For example, Ray-Ban frames usually start with RB followed by numbers (e.g. RB3025). Search Efficiently When searching our website, keep it simple — less is more. Enter just the core model number (e.g. 3025 or RB3025) rather than the full string of numbers that may follow. This will give you broader and more accurate results. Check the Size (Important Step) Many brands use the same model number across multiple frame sizes. Check the width: look for two numbers next to a small square icon on the arm (e.g. 55[]18). The first number (55) is the lens width in millimetres. If the markings have worn off, measure the lens width manually to ensure you choose the correct size (e.g. 55mm, 58mm, or 62mm).

Question 17

Why is the courier asking me to pay VAT again?

Accepted Answer

For UK & EU Customers: If you are asked to pay VAT on delivery, please do not be concerned. In rare cases, this can occur due to a technical issue where local customs systems do not correctly recognise that VAT has already been collected at checkout. We will reimburse any such charges immediately. Please follow the steps below: Pay the fee: You will need to pay the VAT and any handling charges to the courier in order to release your parcel. Keep your receipt: Please retain a photo or PDF copy of the payment confirmation. Email us: Send the receipt to info@thesunglassfix.com.au. Refund issued: We will promptly refund the full amount to your original payment method. For Non-UK/EU Customers: If you are outside the UK/EU and no tax was collected at checkout, any charges applied on arrival are likely standard import duties or tariffs set by your local authorities. These customs fees are the responsibility of the customer.

Question 18

Do you sell original manufacturer lenses?

Accepted Answer

Sunglass Fix operates just like an independent optician: we manufacture premium quality replacement lenses shaped to fit your specific frames perfectly, often using higher quality materials than the originals, but at a fraction of the price. We are not affiliated with any sunglass manufacturers.

Question 19

What if my lenses arrive damaged or break during installation?

Accepted Answer

We’ve designed our postal packaging to give your lenses maximum protection in transit, so damage is uncommon. However, if your order arrives damaged—or if a lens is accidentally damaged during installation—please contact us straight away. We provide exchanges, refunds, and warranty replacements depending on the situation. We aim to offer industry-leading customer service and will always work with you to ensure a fair resolution.

Question 20

Where are your lenses made?

Accepted Answer

We design, shape, quality-check, and dispatch all lenses from our central laboratory in Australia.

Our Australian laboratory is powered by 100% renewable energy, making our lenses one of the more environmentally responsible choices available.

We source premium optical materials from around the world. For example, our high-performance polarising film is sourced from Japan due to its superior optical clarity and natural viewing experience. While some raw materials are manufactured overseas, every stage of production is tightly controlled to ensure all lenses meet our Grade-A quality standards.

Question 21

Do you make lenses for goggles or single-shield masks?

Accepted Answer

No, unfortunately The Sunglass Fix cannot make single-piece mask lenses (shields) that cover both eyes. Your frame must be designed to take two separate lenses (left and right). We’re hoping to develop this capability in the future. If you have a mask-style frame, we recommend contacting the original manufacturer for replacement lenses.

Question 22

Do you repair broken frames?

Accepted Answer

No. We specialise exclusively in high-quality replacement lenses. If you are in the United States and need frame repairs (such as metal or plastic welding), we recommend World Optics. They are experts in fixing broken frames.

Question 23

Do your lenses have a logo and are they original brand parts?

Accepted Answer

Our lenses do not have any branding or logos on them.

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