Refund policy

Returns & Refunds Policy

Effective: 25/6/2025

At Glass & Frame, we specialise in vintage and rare eyewear. Every piece is carefully selected and described to reflect its unique history and condition. We are committed to your satisfaction and stand behind the quality of our curation.

Change of Mind Returns

If you change your mind, you're welcome to return your eyewear within 10 days of delivery, provided:

  • The item is returned in the same condition it was sold

  • All packaging and any accessories (e.g. cases) are returned where applicable

  • You provide proof of purchase

  • You cover return shipping costs

We recommend using a tracked and insured service. Items remain your responsibility until they reach us.

Please note: Eyewear that has been fitted with prescription lenses, sunglass lenses, or any custom modifications cannot be returned for change of mind.

Condition and Authenticity

Due to the nature of vintage eyewear, minor wear is often part of a piece’s character. We thoroughly inspect and photograph all items, and any notable imperfections are clearly disclosed in the product description.

If you believe your item was misrepresented, or it has undisclosed damage, please contact us within 3 days of delivery with clear photos and a description of the issue.

Faulty or Damaged Goods

Under Australian Consumer Law, you are entitled to a refund, replacement or repair if an item is faulty or arrives damaged.

  • If your item arrives with shipping damage, please contact us within 3 days of receipt.

  • Include three clear photographs: one of the external shipping box, one of the product, and one showing the damage in detail.

  • If your item has a major fault not disclosed at the time of purchase, we will offer a refund or exchange.

  • Minor defects that were clearly noted in the listing do not qualify as faults.

We may request return of the item for inspection before issuing a refund.

International Returns

Our returns policy applies to all customers, including international orders. Please note: return shipping costs are not covered. For customs and re-entry into Australia, you must mark the package as Returned Goods.

Proof of Purchase

To process any return or exchange, we require proof of purchase (e.g. your Shopify order confirmation or receipt). This helps us locate your order and provide a faster resolution.

Questions or Returns?

Please contact us at hello@glassandframe.com.au with your order number and the reason for return. For damaged items, include three photographs clearly showing the box and product condition.