Customer Care
ONLINE STORE POLICY
SHIPPING
New Zealand FREE for orders over $100
Please allow 2-3 working days for delivery. We use an overnight courier service, but there can be delays. Delivery is not available to rural addresses so please arrange an alternative address if this is the case.
INTERNATIONAL SHIPPING
Australia/USA/UK/Europe/Asia/Pacific: Rates are available at checkout.
We use DHL Express which allows us to give you the best shipping prices. This includes track and trace.
For international orders please allow 4 – 10 working days worldwide. This does not include the amount of time for customs. Delivery is not available to rural addresses so please arrange and alternative address if this is the case.
SPEX EYEWEAR ONLINE STORE has no control over any customs or import duties that could be levied when the package reaches your destination country. You will be liable for these charges.
Please note these prices cover most purchases. But for extra large items or purchases we reserve the right to charge extra as applicable.
Availability
All items are subject to availability. We will inform you as soon as possible if the goods you have ordered are not available. We have a physical store which shares the limited stock so if an item in our physical store is purchased and sold the same time an order for the item online is processed then the online item will not be available. In this case we will inform you as soon as possible and do our best possible to somehow fulfil the order, cancel the order or help in any other way we can.
Distribution and retail agreements mean that some brands or products can only be shipped to customers in New Zealand. This will be specified in the description of the product.
RETURNS
We will gladly offer an exchange or refund on any online order for full priced products within 14 days of original purchase date. Items received outside of this time period will not be accepted.
Please ensure you contact us at napier@spexeyewear.co.nz to inform us of your intention, so we know to expect your package. Please also include a note in your return package stating your intentions for your return, to help us speed up your return.
Please send your return to our Napier store:
Spex Eyewear
Attn: Return
5/44 Emerson Street,
Napier 4110
Returns can also be handed over in either our Napier or Hastings' stores.
Items must be unworn and in original condition with tags attached and all original packaging including boxes, tissue paper, etc. Damaged, worn, or altered items will not be accepted and will be returned to the customer.
Shipping costs to return an item are at the customers expense, unless the item is faulty. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.
Spex Eyewear is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.
Refunds are not provided in-store for change of mind so please choose carefully.
SALE ITEMS
There are no refunds or exchanges on sale items. All sale purchases are final. If you have any questions, please do not hesitate to contact us.
EXCHANGE PROCESS
We are happy to offer exchanges on all full priced items.
REFUND PROCESS
If you do not wish to exchange for another item, we can refund you for your online store purchase. When we have received your return, your refund will be processed in your original form of payment within 5 working days. You will be notified via email once your refund has been processed.
FAULTY ITEMS
If your item is faulty you may return it. Please contact us as soon as you discover the fault or inaccuracy. Once we receive the item we will repair, replace or refund the item/s within 10 working days of receipt. If the item is faulty we will cover all shipping costs for the replacement or repaired item. In the event that the repair or replacement will take longer than 10 working days, we will advise you of the particular circumstances and likely time frame for return.
Please note that these terms are exclusive to the Spex Eyewear online store and not the physical stores.