Had an issue with

Sunglass Hut

? Get a real response.

There are multiple ways to raise a complaint with Sunglass Hut in Australia:

In-store: Visit or call the store where you purchased your sunglasses. Staff or a manager can often resolve issues like adjustments, exchanges, or returns on the spot. Bring proof of purchase for warranty or returns.

Phone: Call 1800 556 926 (Mon–Fri, 9am–5pm AEST) to speak with Customer Care. This is the fastest way to log a case beyond the store level.

Email: Send details and photos of your issue to customercare@sunglasshut.com.au. Include store location, product info, and receipts. Responses usually arrive within 1–3 business days.

Live Chat: Use the “Chat with us” feature on the Sunglass Hut website for real-time help during business hours.

Social Media: Some customers report quick responses via Facebook or other platforms, but it’s best used after direct channels.

📌 Tip: Always keep a record of your complaint (reference numbers, names of staff, and copies of emails or chats). This will help if you need to escalate later.

Once you lodge a complaint, Sunglass Hut will route it to the right team for resolution:

• Acknowledgement: In-store complaints are usually handled immediately. Phone or chat complaints get instant responses; email complaints are typically acknowledged within 1–3 days.
  
  
• Assessment: Staff may request photos or inspect your product in-store. Sunglass Hut sunglasses include a 2-year manufacturer’s warranty for defects, plus an optional “Oops Coverage” (50% off replacement if you damage your sunglasses within 12 months).
  
  
• Resolution Offer: Solutions include repair, replacement, refund (within 30 days for online orders, or exchange/store credit for in-store purchases), or store credit. Goodwill gestures may apply for service lapses.
  
  
• Communication: You’ll be updated through the same channel you complained. Refunds, replacements, or tracking details are shared transparently.
  
  
• Timelines: Simple issues are resolved quickly. Refunds or replacements usually within 1–2 weeks. Warranty claims can take longer if manufacturer review is needed.
  
  
• Who handles it: A store manager or customer care representative manages most cases. Escalated issues may reach supervisors.
  

• Product defects: Coating peeling, cracked frames, or flaking lenses.
  
  
• Warranty disputes: Confusion over what’s covered vs. accidental damage.
  
  
• Customer service issues: Rude or unhelpful staff experiences.
  
  
• Refund and return policy: Frustration about stricter in-store return rules (exchanges only) vs. online refunds.
  
  
• Online order issues: Delivery delays, wrong tracking numbers, cancelled orders, or address-change errors.
  
  
• Pricing disputes: Mislabelled prices or slow responses to authenticity queries.