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SALE 2-60% | 1-40%

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SALE 2-60% | 1-40%
Free shipping on orders over $89

FREQUENTLY ASKED QUESTIONS (FAQs)

🛒 Orders

🔁 Returns & Warranty

🚚 Delivery

💳 Payments

🕶️ Products

🎁 Promotions




I haven’t received the confirmation email, what can I do?

If you have completed your purchase but haven’t received the confirmation email, we recommend:

  • Checking your spam and promotions folders, as it may end up there sometimes by mistake.
  • Waiting a few minutes, as the confirmation email may take some time to arrive.
  • If you made the order through your user account, you can also view its status in the “My orders” section, within the User Area on our website.

If you still cannot find the email after checking these points, contact our customer service team through the contact form. We will be delighted to help you.


How can I track my order?

Once your order is ready and has left our warehouse, you will receive a shipping confirmation email. This email will include:

  • A tracking number.
  • Using this information, you can find out the status of your consignment and estimated delivery date at any time.

Using this information, you can find out the status of your consignment and estimated delivery date at any time.

Through your user account:

If you made the purchase through our user account on our website, you can also:

  • Access the User Area.
  • Select the “My orders” section.
  • Consult the current status of your order.

Important:

  • There are no deliveries at the weekend or on holidays.
  • The tracking number is activated once the shipping company collects the order. Therefore, it is normal for updated information to not be shown immediately.
  • If you haven’t received the tracking email after a few hours of shipping confirmation, we recommend checking your spam and promotions folders.

If, after following these steps you still have queries or cannot locate your order, please contact our customer service team through the contact form. We will be delighted to help you.


My order hasn’t arrived. What should I do?

If the estimated delivery period has passed and you still haven’t received your order, we recommend following these steps:

  • View the shipping status through the tracking link emailed to you.
  • If you made the purchase as a registered user, you can also access this information through your account, in the “Orders” section.

Bear in mind that delivery times may be slightly affected during periods of high demand (such as promotions or sales).

If, after consulting the tracking information you detect an incident or no updated information appears, please contact our customer service team through the contact form. We are here to help and resolve the issue as quickly as possible.


I have received the wrong product or an item is missing from my order. How can I resolve this issue?

We regret the incident. If you have received a different product to the one you ordered, or an item is missing from your order, please contact our customer service team through the contact form, by selecting the corresponding option.

In order to help you as soon as possible, we would appreciate if you could attach the following information:

  • A photo of the product received if you got the wrong item.
  • An image of the left temple of the glasses, that clearly displays the model information.
  • A photo of the product box, showing the bar code.
  • An image of the package as you received it, including the inside.
  • If you received other items in the same order, also include photos of those products and their respective boxes.

We can manage your case faster with this information.

Important: Important: Ensure that the total size of the attached files doesn’t exceed 15 MB in order to ensure they are correctly received. Once we have received all of the information, our team will evaluate the situation and will outline the next steps to provide a solution as soon as possible.


I received my order, but it is in poor condition. What should I do?

We are sorry that you received your order in poor condition. In order to manage the incident as soon as possible, please contact our customer service team through the contact form, by selecting the corresponding option.

To speed up the check, we will need you to attach:

  • A clear image of the product defect or damage.
  • A photo of the left temple of the glasses, displaying the model information, and another showing the code on the box.
  • An image of the package and product box as you received it (including the inside if possible).

We can manage your case faster with this information.

Important: Check that the total size of the attached files doesn’t exceed 15 MB in order to ensure they are correctly received.

As soon as we receive all of the information, our team will review your case and outline the next steps to provide a solution as soon as possible.


Can I cancel or change my order?

Once your purchase has been made, it isn’t possible to cancel the order or change the selected items. However, once you receive it, if you decide that you don’t want any of the products, you can manage it as a return by following the procedure in place. You can also consult our Terms and Conditions for more information.

Remember:

  • Returns should be made within the indicated time period and in good condition.
  • If your order hasn’t yet been shipped, you can contact our team as soon as possible to see if it is possible to stop shipping. We cannot guarantee it, but we will do everything we can to help you.

Can I return a product?

Yes, you can return any product that you are not completely satisfied with. You have 14 calendar days following receipt of your order in order to exercise your right of withdrawal and return one or several items, even if they were in a promotion.

Important:

  • We do not offer exchanges. If you want a different product (another size, colour, or model), you will need to manage a return and make a new purchase.
  • Returns are not accepted in physical stores. All returns must be made via courier to the address indicated below.
  • For health and safety reasons, lenses cannot be returned if the packaging has been opened. The product needs to be in its original condition, not tampered with or opened, to be eligible for return.

How to make a return?

  1. Correctly package the products you wish to return.
  2. Send them through your preferred courier method (you cover the shipping costs) to the following address:

      3. PLY RETURNS PO BOX 6035

      CHULLORA, NSW, 1405

  3. Correctly identify the package. Ensure that you include:
    • Your order reference (for example: HWEU1234567), written visibly on the outside or on the shipping label.
    • Your complete name or the email address used to make the purchase.
    • And don’t forget to mark the package with: “HAWKERS RETURN”.

It is important to include this data to enable us to correctly identify your order and process your refund.

When will I receive my refund?

Once we receive the package and verify its contents, we will manage your refund as soon as possible.

The refund will be made using the same payment method you used to make the purchase.

If you return the entire order, we will also refund the original shipping costs (except those of the return shipping, which you cover). You can consult all the details in the clause on the right of withdrawal in our Terms and conditions.


What is the warranty for Hawkers products?

All our products have a warranty period of three (3) years from the purchase date. If any of the items has a manufacturing defect within this period, you can request assistance by contacting our team through the contact form.

Important:

  • The warranty only covers manufacturing defects.
  • It does not cover damage due to improper use, wear caused by regular use, accidental breakages or unauthorised tampering.

To process your request, we will need you to attach:

  • Images of the defect detected.
  • An image of the left temple of the glasses, that clearly displays the model information.
  • A photo of the code on the product box.

Ensure that the total size of the files doesn’t exceed 15 MB in order to ensure they are correctly received.


What are the shipping times and costs?

You can consult all the details about the preparation time, delivery times and shipping costs in our Terms and Conditions. For your convenience, you can access it directly here: Conditions.

For general guidance on estimated delivery times by destination, you can also check this table:

Shipping Method Estimated Delivery Time Shipping Cost
Standard 5-7 working days 7 A$

*During certain promotions, shipping costs may be reduced or waived. You’ll be informed of any changes during the checkout process.

Important:

  • The delivery times indicated are intended as a guide and may be affected by factors such as:
    • High volume of orders (promotions, sales, etc.).
    • Logistical incidents during preparation or transport.
    • Delays not caused by our management (couriers, customs, etc.).

Which payment methods can I use?

  • Credits cards: Visa, MasterCard, American Express.
  • Debit cards: Visa, MasterCard, American Express.
  • PayPal.

What kind of protection do Hawkers lenses provide, and which standards do they meet?

Hawkers lenses provide UV400 protection, shielding your eyes from harmful ultraviolet radiation. Our sunglasses comply with these standards: American Standard ANSI Z80.3-2001, Australian Standard AS/NZS 1067:2003, and European Standard EN 1836-1997, in accordance with the European Community Directive 89/686/EEC.

🎁 Promotions

What promotions are active now?

SALE - 1-40% | 2-60%

  • Promotion starts: 27 June 2025. Promotion ends: 10 July 2025.
  • Buy the number of PRODUCTS indicated for the price established in each ITEM. 1 PRODUCT = 40% discount, 2 PRODUCTS OR MORE = 60% discount. Not included NEW and Accessories.
  • Cannot be combined with other promotions, discounts or offers.
  • Deliveries made in accordance with measures imposed by local health authorities.
  • Returns subject to conditions. Visit our Refunds page for details.