Shipping policy
1. Order Processing and Production
We process orders Monday through Friday, excluding public holidays. Estimated processing times are:
- Frame-only orders: 3 business days.
- Customized prescription glasses: 3–7 business days.
Processing time covers order preparation, prescription production where applicable, and quality checks. It is separate from shipping time. If prescription details or other information needed to fulfil your order are incomplete, processing may be delayed while we contact you for clarification.
Estimated time to receive your order = processing or production time + shipping time. Shipping estimates below begin when your parcel is dispatched, rather than when you place the order.
2. Shipping Destinations and Rates
Available shipping destinations and methods are shown at checkout. Shipping charges below are listed in US dollars (USD). If you shop in another currency, review the amount displayed at checkout.
| Destination | Order value | Shipping charge | Estimated transit time after dispatch |
|---|---|---|---|
| Australia | Under US$99 | US$6.99 | 8–15 business days |
| United Kingdom | Under US$99 | US$6.99 | 5–12 business days |
| United States | Under US$99 | US$6.99 | 7–15 business days |
| Canada | Under US$99 | US$6.99 | 10–20 business days |
| European Union | Under US$99 | US$9.99 | 10–20 business days |
| Other supported destinations | Any order value | US$6.99 | 3–25 business days |
For orders of US$99 or more to Australia, the United Kingdom, the United States, Canada, or the European Union, please refer to checkout for the applicable shipping charge. Any free-shipping offer and its eligibility conditions will be shown at checkout. Please review the final shipping charge before paying.
Transit times are estimates and exclude weekends and public holidays. Customs clearance, severe weather, peak periods, local delivery conditions, or carrier disruptions may extend delivery time. If we identify a material delay affecting your order, we will contact you with the available information and next steps.
3. Taxes and Import Duties
Unless we expressly agree otherwise with you before purchase, our delivery arrangement includes applicable import duties, import taxes, and customs clearance charges. You should not be required to pay these charges again to receive your parcel.
If a different arrangement applies to your order, we will explain it and obtain your agreement before you complete the purchase. If a carrier or customs authority requests an additional tax or duty payment for an order supplied on a tax-inclusive basis, contact service@eyeisland.com with your order number and a copy of the payment request so we can review and arrange the appropriate resolution. Please contact us promptly to help avoid clearance or delivery delays.
4. Dispatch Confirmation and Tracking
Once your order is dispatched, we will send a shipping confirmation to the email address provided at checkout, including tracking details when available. Tracking updates may take some time to appear after dispatch.
Use our Track Your Order page to check your shipment. If you cannot find your tracking information or need help interpreting an update, email service@eyeisland.com with your order number.
5. Delivery Address and Order Changes
Please check your recipient name, delivery address, postal code, and contact details before placing an order. If you notice an error, contact us as soon as possible. Address changes may not be possible once an order has been dispatched.
If an address correction or a delivery problem caused by incorrect information requires additional shipping charges, we will explain the available options and any costs before proceeding. This does not apply to errors made by EYEisland.
6. Delayed, Missing, or Damaged Parcels
If your parcel has not arrived within the estimated delivery period, tracking has stopped updating, or the shipment is marked as delivered but you cannot locate it, contact service@eyeisland.com. Where relevant, please also check with other household members, your building reception, and the carrier's stated delivery location.
We will review the shipment information and work with the carrier where appropriate. Depending on the findings and applicable law, we will confirm the appropriate next steps, which may include further delivery arrangements, a replacement, or a refund. A carrier's delivery scan does not by itself prevent you from raising a missing-parcel claim.
If your parcel or eyewear arrives damaged, keep the packaging where possible and send us your order number, a description of the issue, and clear photos of the damage and packaging. Please report a quality issue within 14 days of receipt under our store after-sales policy. Your mandatory rights are not limited by that period.
7. Unsuccessful Delivery and Returned Parcels
If delivery cannot be completed or a parcel is returned to us, contact service@eyeisland.com so we can review the reason and explain the available options. Any proposed redelivery charges or refund deductions will be explained before arrangements are made and will be subject to applicable law. You will not be charged to correct an error made by EYEisland.
8. Returns and Consumer Rights
For return or exchange eligibility, customized prescription eyewear, return shipping responsibilities, and refund arrangements, please see our Refund Policy. Please contact us before sending any item back.
Nothing in this policy excludes or limits mandatory consumer rights concerning delivery, loss, damage, cancellations, or refunds. Where applicable law provides different requirements or additional remedies, those requirements take precedence.
9. Contact
For shipping and delivery questions, email service@eyeisland.com. Please include your order number so we can locate your order.