Epokhe is committed to customer satisfaction. Ordering is easy & risk free. We offer instant refunds with Refundid on full-price products.
Returns & Exchanges
Exchanges (full price items) - Limited to unworn or unused products within 10 days for equal or lesser value.
Refunds (full price items) - Refunds will be issued if products are defective and an exchange is unwanted. Please return defective products within 30 days of purchase.
We do not accept refunds or exchanges on sale, promotional items or customised frames.
Any International Customers that wish to return their order they also need to cover any additional duties & taxes assessed by International Customs.
Returns
Enter details below to get started
Our customer service team will then issue you with a RETURN AUTHORISATION (RA) number.
STEP 2.
Fill out your name and RA on your returns form provided. Securely pack your item(s) in their original packaging and include your form in an enclosed satchel. We are unable to replace damaged returns.
STEP 3.
Ship to:
EPOKHE Returns Shop 2, 10 Brigantine Street Byron Bay NSW 2481 Australia
STEP 4.
For security and peace of mind, we strongly suggest insured registered post as EPOKHE is not liable for lost return parcels.
STEP 5.
Once received in our warehouse, we will inspect and process the goods within 24 hours to ensure you receive your exchange/refund as quickly as possible. So you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed to your original form of payment.
STEP 6.
EPOKHE will then gladly cover the cost of shipping your new product if it is deemed to be faulty, any shipping costs for exchanges will be covered by you.
'We All Make Mistakes' EPØKHE Warranty
We know life happens-whether it's losing, breaking, or having your beloved frames stolen. That's why we've got your back with our 'We All Make Mistakes' 24-month Warranty. Here's the deal: we'll give you a 30% DISCOUNT on an identical replacement pair.
*Only applies to broken or lost frames purchased within the 24-month EPØKHE warranty period - contact customercare@epokhe.co with your story and order number to receive your discount
Faulty Returns Needing Repair
If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above. Please make sure you enclose your original invoice, along with a description of the fault.
Once received in our warehouse, we will inspect & then issue a refund or repair.Please allow approximately two weeks for the processing of your faulty return once received. Contact will be made by email informing you of the RA Number and all relevant details.
For further in depth information on warranties and faulty items, please contact our customer service team.
Return T&C's
*Refunds or Exchanges not applicable on Sale, Promotional items or Custom Polarized lens.Please note that NO Exchanges can be made in person at the warehouse. Please contact customer service if you have special requirements regarding this.
Epokhe cannot accept COD deliveries.Please note that if you are wanting to exchange or return boxed goods, they must be returned to EPOKHE in the original unmarked packaging and in good condition. If the items are being posted back, please ensure you pack them inside a satchel & do not attach anything to the outside of the original packaging. Should the packaging be marked or in unsatisfactory condition there may be a chance that we will not exchange or refund the goods.If you have any further questions, please contact customer service on: customercare@epokhe.co
24-Month Manufacturers Warranty
Our products are supplied with a warranty on any manufacturing defects for 24 months from the date of purchase from a partner retailer or our online store. All warranty claims must be accompanied by an original proof of purchase, as the purchase date, product details and purchase location must be verified. To lodge your claim, please email customercare@epokhe.codetailing your order number, full name and any evidence relating to your claim