Quay Return Policy (2025 Update)
Buying sunglasses online can be tricky. Sometimes the style doesn't fit your face shape, or the frames aren't quite what you expected. If you need to send a pair back, it is important to understand the Quay return policy before you start.
This guide covers everything you need to know about returning items to Quay. We will explain the 30-day return window, which items are eligible for a full refund, and the specific rules for prescription glasses. We will also clarify the return shipping fees that are deducted from your refund so there are no surprises.
Information in this guide is verified for 2025 to help you navigate your return smoothly.
Overview of Quay Return Policy
Quay generally offers a straightforward return process for online orders, but there are strict rules regarding sale items and prescription eyewear. Most standard orders must be returned through their online portal.
Here is a quick snapshot of the policy:
| Topic | Details |
|---|---|
| Return Window | 30 days from the delivery date. |
| Return Method | Online portal (standard items) or In-store/Email (Rx items). |
| Refund Method | Original payment method (standard) or Store Credit (Rx). |
| Fees | $6.50 shipping fee is deducted from your refund. |
| Condition | Must be unused, unworn, and in original case/packaging. |
| Sale Items | Final Sale. No returns or exchanges. |
Return Window & Eligibility
To get a full refund, you must act within the specific return window. Quay strictly enforces these timelines.
Standard Return Window
For full-priced sunglasses, blue light glasses, and accessories, you have 30 days from the date your order was delivered to initiate a return. The items must be mailed back promptly after you create your label.
Returns for Prescription & Custom Glasses
Prescription and custom orders have different rules. You still have a 30-day window from delivery, but you are eligible for merchandise credit only. Quay does not offer cash refunds for prescription lenses because they are custom-made for you.
Holiday Return Extensions
If you are shopping during the holiday season, you may have more time. For orders placed between November 10 and December 15, returns are typically accepted until January 15 of the following year. This is helpful for gift-giving.
Eligibility Checklist
Before you pack your box, ensure your return meets these conditions:
- Original Packaging: Glasses must be in the original case with the cleaning cloth.
- Condition: Items must be unused and unworn. Tags should be attached.
- Proof of Purchase: You will need your order number and email address to start the process.
- Promotional Items: If you bought items during a "Buy One, Get One" (BOGO) sale, you generally must return both items to get a full refund or credit.
How to Return Items to Quay
The return process depends on what you bought. Standard sunglasses go through an automated portal, while prescription glasses require personal assistance.
Step-by-Step Online Return Process
For standard sunglasses and accessories bought at Quay.com:
- Visit the Portal: Go to the Returns Portal on the official Quay website.
- Log In: Enter your Order Number and the Email Address used to place the order.
- Select Items: Choose the items you want to return and select the reason (e.g., "Too big," "Changed mind").
- Print Label: Once approved, you will receive a printable return shipping label via email.
- Pack It: Place the item (in its case) into a shipping box. Stick the label on the outside.
- Ship It: Drop the package off at the carrier location listed on your label (usually Australia Post or local postal service depending on your region).
Returning Prescription or Custom Glasses
You cannot return prescription glasses through the standard online portal.
- Option 1 (In-Store): You can return these items at a physical Quay store.
- Option 2 (Customer Support): Email QUAYRx@quay.com or the general support team to authorize the return. They will guide you through the mail-in process.
Note: If you are looking to compare this process with other accessories brands, you can check out the Lovisa return policy for similar jewelry and accessory insights.
Refund Methods & Processing Time
Once you mail your return, it takes time for the warehouse to receive and inspect it.
- Standard Items: Refunds go back to your original payment method.
- Prescription Items: Refunds are issued as store credit (Gift Card).
- Gift Returns: If you return a gift, you will typically receive store credit so the refund doesn't go to the purchaser.
How Long Does It Take?
You should allow 2-3 weeks for the entire process. This includes shipping time back to the warehouse and up to 14 days for the inspection and refund processing. Your bank may take an additional 3-5 business days to show the funds in your account.
Exchange Policy
Quay offers exchanges for different styles or colors if the original item is in stock. You can select this option in the returns portal.
- The exchange policy follows the same 30-day window as returns.
- If the new item costs more, you will pay the difference.
- If it costs less, you will be refunded the difference.
Non-Returnable or Restricted Items
Not everything can be sent back. Quay is very strict about exclusions to maintain hygiene and quality standards.
The following items are Non-Returnable:
- Sale Items: Any item marked as "Sale" or "Final Sale" cannot be returned or exchanged.
- Gift Cards: These are final sale and cannot be cashed out.
- Damaged Items: Returns rejected due to customer wear and tear (scratches, broken frames from accidents) will not be refunded.
- Missing Parts: Returns without the original case or tags may be rejected.
For comparison, brands like Crap Eyewear also have specific exclusions for sale items.
Fees, Deductions & Exceptions
While Quay provides a shipping label to make the process easy, the return is not entirely free.
- Return Shipping Fee: A fee of $6.50 is deducted from your final refund amount to cover return shipping costs.
- Restocking Fee: Quay does not charge a separate restocking fee, only the shipping deduction.
- Original Shipping: Any shipping cost you paid to have the item sent to you initially is non-refundable.
Warranty and Repairs
If your glasses break, you might need a warranty claim rather than a return.
- Warranty Period: Quay offers a 3-month to 1-year limited warranty (depending on region and item) against manufacturing defects.
- What is Covered: Faulty hinges, lens coating defects, or structural issues not caused by you.
- What is NOT Covered: Scratches, accidental breakage (sitting on them), or normal wear and tear.
Prescription Remake: If your prescription lenses are wrong, Quay offers a one-time complimentary remake within 30 days if you provide a new doctor’s prescription.
See how this compares to the Fossil return policy, which also deals with accessories and warranty timelines.
Customer Support & Contact Information
If you have trouble with the portal or have a specific question about your order, you can contact Quay support.
- Email (Global/US): customercare@quay.com
- Email (Australia): customercare@quayaustralia.com.au
- Prescription Help: QUAYRx@quay.com
- Hours: Support teams generally respond during standard business hours.
Tip: Always include your order number and photos of the item if you are claiming a defect.
Frequently Asked Questions (FAQ)
Can I return Quay sunglasses without the original box?
No. To be eligible for a return, items must be in their original packaging, including the case and any tags. If you return items without the case, your return may be rejected or subject to fees.
How do I return Quay prescription glasses?
You cannot use the online portal for prescription glasses. You must return them in-store or contact customer support at QUAYRx@quay.com to initiate the process. Remember, you will receive merchandise credit, not a cash refund.
What items are non-returnable at Quay?
Items marked as Final Sale cannot be returned. Additionally, gift cards and items that have been worn, damaged, or are missing tags are non-returnable.
Does Quay charge a return fee?
Yes. A $6.50 return shipping fee is deducted from your refund amount when you use the prepaid label provided by Quay.
How long does a refund from Quay take?
The entire processing time can take 2-3 weeks. This includes shipping time back to the warehouse and inspection time. Once processed, the refund appears on your bank statement shortly after.
Can I return items to Quay without a receipt?
You need proof of purchase. For online orders, your order confirmation email serves as your receipt. You will need the order number and email address to log into the returns portal.
Can I return items bought on promotion (BOGO)?
Yes, but special rules apply. If you bought items on a "Buy One, Get One" deal, you usually must return both items to get a full refund. Partial returns often result in adjusted refunds or store credit.
Is there a holiday return extension?
Yes. Orders placed between November 10 and December 15 are generally eligible for return until January 15 of the following year.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Quay website or with your local store. Information verified December 2025.
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