Frequently Asked Questions

For any questions not covered below, contact us at orders@shevoke.com | Mon–Fri, 9am–5pm AEST/AEDT

ORDERS

When will my order be processed?

Orders are processed once payment is received. Once payment is confirmed, dispatch timeframes are between 1-3 business days, excluding public holidays and peak periods i.e. Black Friday. Tracking is issued when your order is printed, and live updates will appear once the carrier has collected and scanned the parcel. 

Can I cancel or change my order?

Please contact us at orders@shevoke.com as soon as possible. We process orders quickly and cannot guarantee changes once fulfilment has begun. We reserve the right to cancel any order at our discretion, in which case a full refund will be issued. 

I received an incorrect item, what do I do?

Contact orders@shevoke.com with your order number and a photo of the item received. We’ll sort it out right away.

What is a pre-order, and when will I receive my item?

Pre‑order items aren’t yet in stock and will be dispatched as soon as they arrive. The estimated delivery date is shown in the product description and may shift slightly due to manufacturing lead times. We’ll keep you updated by email as your order progresses. 

My tracking link isn’t working yet.

Tracking links are generated as soon as your order is printed and packed. They usually activate within 1–2 hours, but can take up to 12 hours. If your order was packed in the evening, the link may not update until the next business day when the courier collects and scans the parcel. 

My order is taking longer than expected.

Delays of 3–5 days can occur with Australia Post and DHL, especially in regional areas. For Australia Post shipments, you can call 13 76 78 with your tracking number or use the Australia Post app for real‑time updates. For DHL or any other enquiries, please contact us at orders@shevoke.com and we’ll assist further. 

I haven’t received a reply to my email yet.

Our Customer Care team works to Australian business days and hours, and we’re responding to enquiries as quickly as possible. If you’d like to check in, you’re welcome to follow up at orders@shevoke.com to ensure your message was received. 

SHIPPING

Do you offer free shipping?

Yes - free worldwide shipping applies to orders over 300 in the customer’s local currency. 

What are your shipping rates?

You can view our shipping rates as part of our shipping policy here, Shipping rates vary by destination and are calculated at checkout based on current carrier pricing. Rates are subject to change in line with fuel surcharges and regional carrier fees. These will always be clearly shown at checkout before you complete your purchase.

Do you ship internationally?

We ship to most locations worldwide, with only a few very remote areas excluded. If you’d like to confirm delivery to your area, please contact us at orders@shevoke.com. 

Where do you ship from?

We ship from both our Australian and US distribution centres. Orders to the USA and Canada are fulfilled from our US facility, while all other orders are shipped from Australia. 

How long will my order take to arrive?

Delivery times depend on your location and selected shipping method. Standard domestic delivery is typically within 3–7  business days. International delivery times vary by destination. Please allow additional time during peak periods or public holidays.

Do I need to pay duties & taxes if I am ordering from a country outside Australia?

US orders are shipped from our US distribution centre and are not subject to duties or taxes. For customers in the UK and selected European countries, duties and taxes are already included in the published price. All other regions display pricing exclusive of duties and taxes, which may be collected by your local customs authority. You’ll be contacted directly to pay these charges before your order can be delivered. For more details, please refer to our shipping policy. 

RETURNS & EXCHANGES

How do I start a return or exchange?

Before starting a return please ensure you read our full returns policy.

Australia
Lodge your return or exchange through our online returns portal, which you can find in our returns policy. You’ll be guided through the process and a prepaid Australia Post label will be generated automatically. Return postage costs are deducted from the amount owing unless otherwise agreed. 

International
Contact us at orders@shevoke.com before sending anything back. We operate Monday–Friday, 9am–5pm AEST/AEDT.

What is your returns window?

You have 14 days from the date your order is received to lodge a return. Once submitted, please post your item back within 7 days. After 30 days all sales are final unless the item is proven faulty.

What condition must my item be in to be returned?

Items must be returned unworn and in their original condition, including all original packaging;  gift box, magnetic case, and cleaning cloth. Items showing signs of wear or mishandling will not be accepted and may be returned back to you.

Missing packaging? A $5 handling fee will be deducted from your refund or store credit to cover repackaging costs.

Please pack your sunglasses securely (bubble wrap or rigid box) and use a tracked service. Items are your responsibility until received by us.

How much does return shipping cost?

Australia
A prepaid Australia Post return label is generated through the portal. A flat fee of $10 is deducted from your refund or store credit. Faulty returns are exempt from this fee.

International
Contact orders@shevoke.com for how to initiate your return. Currently all returns from the US and international are at the customers expense.

Can I get a refund on a sale or discounted item?

Items purchased during a sale or with a promotional discount code are eligible for store credit or exchange only. Refunds are not available on these purchases, except where required by law.

Exception: items purchased with our welcome / sign-up discount code are eligible for a full refund.

How do exchanges work?

Lodge your exchange through the returns portal, which is currently available for Australian customers only. International customers can contact us at orders@shevoke.com with their preferred style and colour, and our team will assist with the exchange manually. If the new item is higher in price, we’ll issue an invoice for the difference before processing the exchange. If the replacement item is lower in price, we’ll provide a refund or store credit for the difference. 

Need your new item sooner? Place a new order on our website and return your original item for a refund, store credit, or exchange (subject to eligibility).

My order came with a free gift,  do I need to return it?

Yes. If your order included a Gift with Purchase, the complimentary item must be returned with your order. If it isn’t included, Shevoke reserves the right to charge the full retail value of the gift or provide a store credit instead of a refund. 

My item is faulty, what should I do?

Contact us at orders@shevoke.com as soon as possible, and within 10 days of receiving your order. We may ask for photos or additional details. If a fault is confirmed, we’ll provide a remedy under Australian Consumer Law - repair, replacement, or refund. Faulty returns in Australia are not subject to the $10 return label fee.

How long does return processing take?

Once we receive your return, please allow up to 3 business days for processing. You’ll receive a notification confirming your refund, store credit, or exchange tracking details. Your bank may take additional time to release funds.

Where do I send my return?

For Australian customers please ensure all returns are lodged through our returns portal. For International customers please reach out to our customer care team orders@shevoke.com 

PRODUCTS

What are Shevoke frames made from?

Our frames are handcrafted from premium acetate, a plant-based material prized for its clarity, depth of colour, and durability. Acetate is more environmentally conscious than petroleum-based plastics and is a hallmark of quality eyewear.

My frames don’t sit completely flat on a surface. Is this a defect?

Not at all. Our frames are handcrafted from premium acetate, a desirable material intentionally designed to be flexible so optometrists can fit prescription lenses and customise the frame to your face. Because of this natural pliability, slight variations in shape are completely normal. When placed on a flat surface, not all four points may touch perfectly - this is an inherent characteristic of acetate, not a fault, and is often referred to as a “four‑point stance”.

Acetate frames can be gently adjusted by any optical professional for a personalised fit. You’re also welcome to return your frames to us for adjustment, though return shipping is at your expense. Our team can additionally provide instructions if you prefer to adjust them yourself.

Do you offer polarised or blue light lenses?

Yes,  we carry a range of polarised, blue light blocking, and transition lens styles. Browse them via the Sunglasses menu on our website.

Can you fit a prescription lens into my Shevoke frames?

Not yet -  we’re currently working on offering this service. All Shevoke frames are fully scriptable and can be taken to any optometrist to have your prescription lenses fitted. 

What does your warranty cover?

All Shevoke eyewear is backed by consumer guarantees under Australian Consumer Law for a reasonable period based on the nature and price of the product. Our warranty covers manufacturing defects in materials or workmanship.

It does not cover:

• Scratched lenses

• Damage from misuse, accidents, or improper storage

• Normal wear and tear

• Heat damage (e.g. leaving sunglasses in a hot car)

• Stretching or bending from wearing frames on your head

How do I care for my Shevoke sunglasses?

• Always store in the magnetic case provided

• Clean lenses with the included microfibre cloth

• Avoid leaving them in a hot car or in direct heat

• Don’t wear them on your head - this stretches the temples over time

• Rinse with fresh water after exposure to salt water or sunscreen

PAYMENTS

What payment methods do you accept?

Mastercard, Visa, PayPal, Afterpay, and Zip Pay. If you choose Afterpay, the payment will be processed in AUD, but the amount charged will be equivalent to the value shown in your local currency based on the region you’ve selected. 

Are prices in Australian dollars?

Prices are displayed in the currency of the region you’ve selected. For example, customers in the USA will see prices in USD, and customers in Europe will see prices in EUR. You can change your region at any time using the selector at the bottom of the website. Pricing for Australia, the UK and selected regions in Europe is inclusive of local taxes. All other regions display prices exclusive of tax and duties, which may be charged by your local customs authority upon import. 

Can I buy now and pay later?

Yes, we offer Afterpay and Zip Pay at checkout, allowing you to split your purchase into interest-free instalments.

Do you sell gift vouchers?

Yes! E‑Gift Cards are available to purchase directly on our website and are delivered straight to your inbox. Gift Card values (such as $50 and $100) are set in AUD, and the amount will automatically convert to your local currency based on the region you’ve selected. 

Is my payment information secure?

Yes. All transactions are processed securely through Shopify’s payment infrastructure. We do not store card details, and all data is encrypted using SSL. We never share or sell your personal information to third parties.

orders@shevoke.com  ·  Mon–Fri, 9am–5pm AEST  ·  shevoke.com