If you’ve recently bought something from Quay and it’s not quite right, understanding the Quay return policy is your first step. This guide will walk you through everything you need to know to make the process smooth and stress-free.
We’ll cover the timeframes you have to send items back, what condition your items need to be in, and how to actually start a return. You’ll also learn about exceptions for certain products and what to do if you received a damaged or incorrect item. Let’s get started.
Quay Return Policy
The core Quay return policy is designed to be straightforward. In general, you have 30 days from the date you receive your order to initiate a return for a refund. The items must be unworn, unwashed, and in their original packaging with all tags still attached.
This applies to most standard purchases made directly from the Quay website. It’s important to note that the return clock starts when you get the package, not when you placed the order. Always check your delivery confirmation email to mark the date.
What Items Are Eligible for Return?
Most items from Quay can be returned if they meet the condition requirements. This includes:
- Sunglasses and optical frames
- Apparel like tops, bottoms, and dresses
- Accessories such as hats and bags
All returned items are inspected upon arrival at the warehouse. If they pass inspection, your refund will be processed. The refund is typically issued to your original payment method.
What Items Are Final Sale?
Some items are marked as final sale and cannot be returned for a refund or exchange. This is a critical part of the Quay return policy to be aware of before you buy. These typically include:
- Items purchased during a major sale event (like Black Friday)
- Products that have been heavily discounted or are from a clearance section
- Any item that is explicitly labeled “Final Sale” on the product page
Always double-check the product description before completing your purchase if your unsure about the return status. Final sale means just that—the sale is final.
Condition Requirements: The Details
“Unworn and in original condition” is the golden rule. The Quay return policy is strict about this to ensure products can be resold. Here’s what that practically means:
- All Original Packaging: This includes the branded box, any protective sleeves, cloth pouches, and authenticity cards.
- Tags Must Be Attached: The hangtags and labels should not be removed. If you take the tag off, the item is considered worn.
- No Signs of Use: For sunglasses, this means no fingerprints, makeup, or scratches on the lenses. For clothing, no deodorant marks, perfume scents, or stains.
If an item fails the condition check, Quay may send it back to you without issuing a refund. So it’s worth taking a moment to repackage everything carefully.
How Long Do Refunds Take?
Once your return is received and approved, Quay states that refunds are processed within 10 business days. However, the time it takes for the money to actually appear in your account depends on your bank or payment provider.
Credit card refunds can take 5-10 additional business days to post. For PayPal returns, the money usually shows up a bit faster. You will recieve an email confirmation once the refund has been issued by Quay.
Return Shipping and Costs
Quay does not provide free return shipping labels for standard returns. You are responsible for the cost of sending the package back to them. It is highly recommended that you:
- Use a trackable shipping service (like USPS Priority Mail, UPS, or FedEx).
- Keep your proof of postage receipt until the return is complete.
- Consider adding shipping insurance for high-value orders.
If your return is because of a Quay error (e.g., they sent the wrong item or a defective product), you should contact their Customer Service team immediately. In such cases, they will often provide a prepaid return label.
Step-by-Step Return Instructions
Follow these steps carefully to ensure your return is accepted without any delays.
Step 1: Initiate Your Return Online
You must start the process through the Quay returns portal. You can’t just mail items back. Go to the Quay website and find the “Returns” link, usually in the footer. You’ll need your order number and the email address used to place the order.
Step 2: Select Items and Reason
Select the specific items you want to return from your order. You will be asked to choose a reason for the return (e.g., “Doesn’t Fit,” “Changed Mind”). This information helps Quay improve their products.
Step 3: Print Your Return Label
After completing the form, you will be given a return authorization (RMA) number and a printable return label. This label must be included in your package. The RMA number is crucial for tracking your return in their system.
Step 4: Package Your Items Securely
Place all items, with their original packaging and tags, securely into a shipping box. Affix the provided return label clearly on the outside. It’s a good idea to cover the label with clear tape to prevent it from getting damaged.
Step 5: Ship Your Package
Drop off your package at the relevant carrier location (the label will indicate which one). Get your proof of postage! This is your evidence that you shipped the return on time.
Step 6: Track and Wait for Confirmation
Use the tracking number from your shipping receipt to monitor the package. Quay will send you an email when they receive it and another when the refund is processed.
Exchanges vs. Refunds
Quay’s standard online process is for refunds, not direct exchanges. If you want a different size, color, or style, the easiest method is to:
- Process a return for a refund on the original item.
- Place a brand new order for the item you actually want.
This ensures you get the correct item quickly, as a refund-based exchange can take much longer because you have to wait for the return to be fully processed before the new item is sent. For limited-stock items, this two-step process is often safer to avoid selling out.
International Return Policy
If you ordered from a Quay site outside your country (for example, ordering from the US site to the UK), the return address will likely be in the country of that website. This means international return shipping costs can be high and you might be responsible for any customs duties on the returned goods.
Always check the specific terms on the regional website you purchased from. The return window and conditions may vary slightly, thought the 30-day policy is fairly standard.
What About Damaged or Wrong Items?
The Quay return policy has specific guidelines for orders that arrive damaged or incorrect. In these situations, do not use the standard return portal right away.
- Contact Customer Service First: Email Quay support immediately, within 48 hours of delivery if possible.
- Provide Evidence: Take clear photos of the damaged product, the incorrect item you received, and the packaging. Include your order number in the email.
- Do Not Ship Immediately: Wait for instructions. Quay will likely provide a prepaid return label and expedite a replacement or refund for you.
This process is separate from a standard change-of-mind return and is handled with priority.
Tips for a Hassle-Free Return Experience
A little preparation goes a long way. Keep these tips in mind:
- Keep Packaging: When you get a new Quay order, keep the shipping box and all internal packaging for at least the return window.
- Act Quickly: Don’t let the 30 days slip by. Initiate the return as soon as you know you don’t want to keep the item.
- Read Sale Terms: During big sales, re-read the return policy banners. Final sale terms are usually prominently displayed.
- Double-Check Address: Ensure the return label address is correct. Sending a package to the wrong warehouse will cause major delays.
Quay Warranty Information
It’s important to distinguish the return policy from the warranty. The 30-day return policy is for purchases you decide you don’t want. Quay also offers a limited 1-year warranty against manufacturing defects.
If your sunglasses break under normal use due to a fault in materials or workmanship within a year of purchase, you may be eligible for a repair or replacement under warranty. This requires contacting customer service with details and often sending the item in for assesment. Normal wear and tear or damage from accidents is not covered.
FAQ Section
How long do I have to return something to Quay?
You have 30 days from the date you receive your delivery to initiate a return.
Does Quay accept returns on sale items?
Items marked “Final Sale” cannot be returned. Always check the product page for this designation before buying discounted items.
Are Quay returns free?
No, customers are responsible for the cost of return shipping unless the return is due to a Quay error (like a wrong or damaged item).
Can I return Quay sunglasses if I’ve worn them?
No. To be accepted, sunglasses must be unworn, unscratched, and returned with all original packaging and tags attached.
How do I start a Quay Australia return?
The process is the same: use the returns portal on the Quay Australia website. Note that returns are likely shipped to an Australian warehouse address.
What is Quay’s refund policy timeline?
After they receive and approve your return, refunds are processed within 10 business days. It may then take your bank additional days to show the funds.
Can I exchange an item for a different color?
Quay’s online system processes refunds, not direct exchanges. For a different color, return the original for a refund and place a new order.
What if my Quay order never arrived?
Contact Quay customer service with your order details. They will track the package and initiate a replacement or refund if the carrier confirms it’s lost.
Understanding the Quay return policy helps you shop with confidence. By following the condition rules, using the online portal, and shipping your return with tracking, you can ensure a smooth process. Always remember to check for final sale terms, especially during promotions, and act within the 30-day window to maintain your eligibility for a refund.