Delivery and returns

All orders are processed within 1–3 business days, Monday to Friday, excluding public holidays. Order processing begins once your payment has been received.

As soon as your order is dispatched, you will receive a shipping confirmation email that includes your tracking information.

You can view your tracking details at any time by logging in to your customer account or by checking the shipping confirmation email sent to your registered email address.

Log in to your customer account

Please note that shipping and dispatch times are a guideline and may vary. You may experience slightly longer delivery times during peak periods, promotional events, or due to unexpected delays from our courier partners.

All orders within Australia are sent via Australia Post Standard, Express Delivery or StarTrack FPP.

Parcels do not require a signature on delivery and will be left in a safe place at the address. If you need signature on delivery for your order, this must be added into your order notes at checkout.

Shipping charges for your order will be displayed at checkout.

• Orders under $99 can choose Standard Postage for $12.50 or Express Postage for $15.00.
• Orders over $99 receive free Standard Shipping automatically at checkout.
• Orders over $99 can also choose Express Postage for $15.00.

When your order has shipped, you will receive an email notification from us which includes a tracking number you can use to check its status.

Please allow 48 hours for tracking information to become available with the courier.

Domestic orders: If you haven’t received your order within 7 business days of receiving your shipping confirmation email, please contact us at online@brighteyes.com.au with your name and order number.

We ship to P.O. Boxes and Parcel Lockers within Australia.

For information about refunds, returns and exchanges, please view the BrightEyes Online Return Policy.

View BrightEyes Online Return Policy

Delivery Timeframes

While we strive to ensure your order is dispatched promptly and reaches you within the expected timeframe, delivery times may vary depending on Australia Post or StarTrack schedules and processes.

Delayed Parcels

If your parcel is delayed, we are required to liaise with Australia Post to locate the parcel. An inquiry will be lodged with Australia Post to investigate the issue. Australia Post may take up to 20 business days to complete their investigation and provide a resolution.

Replacements and Refunds

During the inquiry period with Australia Post, we cannot provide a replacement item or issue a refund for the cost of the item while the investigation is ongoing. This is due to the possibility that the parcel may still arrive during this time.

Resolution

Once Australia Post finalises their investigation, we will act promptly to resolve the matter based on their findings. This may include issuing a refund or replacement if the parcel is deemed lost.

Contacting Us

If you believe your parcel has been delayed, please contact us at online@brighteyes.com.au so we can assist you in lodging an inquiry with Australia Post.

By placing an order with us, you agree to these terms and conditions regarding Australia Post and StarTrack shipping and delivery processes.

Customers are responsible for the details provided at the time of purchase to successfully process and deliver the order.

Parcels do not require a signature on delivery and will be left in a safe place at the address. If you need signature on delivery for your order, this must be added into your order notes at checkout.

If an incorrect or incomplete address is submitted, or if delivery cannot be completed due to reasons beyond our control, such as inaccessible premises or no one available to receive the parcel, additional charges may apply for redirection or reshipping.

While we will do our best to accommodate any requested changes to delivery details, we cannot guarantee that updates can be made once your order has been placed.

To avoid delays or extra costs, please double-check your delivery information before completing your purchase.

If you're looking to return or exchange your online order, we're here to help.

Online returns by post are accepted within 30 days of purchase.

• Refund to your original payment method
• Exchange for another item
• Store credit (redeemable in selected BrightEyes stores)

Please note that customers are responsible for return shipping costs.

If your order arrives damaged, please email online@brighteyes.com.au with your order number and photographs of the damage.

Phone: 1800 178 251

• Items must be returned within 30 days.
• Original tags must still be attached.
• Original product packaging must be included.
• Items must not show signs of wear or use.
• Used or damaged returns cannot be refunded, exchanged or credited.

Australian Returns

1. Sign in to your account and fill in our online returns form.
2. When you submit the form, you will be taken to a page with the link to create your Australia Post return label.
3. Return your parcel by post using that label.

Start a return

If you choose another postage method and your parcel is lost, BrightEyes cannot assist with lost parcel claims.

Once received, please allow 2–5 business days for your refund, exchange or store credit to be processed.

If you need to cancel your order, please contact us as soon as possible.

While we will always try to stop an order before dispatch, all enquiries are handled in the order received and there may be occasions where your parcel has already been packed or shipped.

Once an order has been dispatched it can no longer be cancelled and our Returns Policy will apply.

Please choose carefully.

We are not required to provide a refund or replacement if you make a wrong selection, change your mind or damage the product through misuse.

Your rights under Australian Consumer Law remain unaffected.

Phone
1800 178 251

Email
online@brighteyes.com.au

Our team is happy to assist with returns, exchanges, damaged items and order enquiries.