Quay Australia Questions & Answers

The only way I got an answer was by commenting on an Instagram post, and I had my refund processed within 2 days.

Same here. I kept messaging on Instagram and then I got an email response.

wish me luck, let's see if I get a response.

Have returned item over 3 weeks ago and still don’t have response... will he reporting to consumer affairs.

Soon after contacting them ...I got an answer saying they would escalate....low and behold I've heard nothing at all from them.

Pretty scummy of them

Thats exactly what happened to mines and they want a receipt showing proof like come on man its Quay alright just fix the problem instead of asking too many questions. Bought my jaded within a month everything just started falling apart. Like seriously didn't spend 89.99NZD to only break within weeks

Hi Laura, In response, our products are not manufactured within Australia or New Zealand and the materials used are not sent to us spare. If a screw has fallen out we would replace the style provided supporting images are emailed through and considering how long ago you made your purchased. Our warranty period is for 3 months after receipt date however, for minor issues we are lenient on the time frame and usually issue replacements if notified by email and images sent through. I am sorry to hear about your issue so could you please provide me with your order number so I can take a further look for you?

Hi Lin, In response, a receipt or proof of purchase is requested to confirm where you bought the item? Although the glasses are Quay, they could have been purchased at a retail outlet and not from us and in this instance, the product has to be returned to the store to be resolved under their refund policy. The store then gets reimbursed by us as the store is our customer. If you purchased directly through us, then we assist you. Questions are asked to determine the best action to offer in resolving an issue. If we did not ask for proof of purchase or ask questions then how are we to determine the best course of action for a customer that is relevant to their individual situation?

I do not have the receipt anymore as I bought them as soon as Jaclyn Hill launches her glasses with you. I got them for a gift from your website. I’m not looking for anything just an answer as to where I can get a screw from the glasses. If not they are just trash and I absolutely LOVE my glasses.

Hey Laura,

Thank you for responding.

I am sorry but our products are manufactured overseas. We do not have any spare screws on site.

We are sorry about this.

You will have to enquire about getting a replacement pair however I doubt they will give you one....

Forget it. It is unlikely to get a refund or replacement, because they would pass the buck to you even if your glasses arrived damaged.