FAQ

ORDERS & SHIPPING

1. Can I change or cancel my order?

Once an order has been placed, we are unable to make any changes to your order. We also don't allow cancellations. Make sure you double- check your order before confirming payment.

2. How long does it take to complete my order?

The order completion process takes between 2-4 days, not including shipping time.

3. How will I know when my order is on the way?

After ordering, we'll send you an email once your package ships. The tracking number keeps you updated on the status of your delivery.

4. Do you have an offline store?

Yes, we do! We have 5 offline stores in Bali, click here to see which one is the closest to you.

RETURN & REFUND

1. What's your return policy?

We do not accept exchanges or returns for items that have been purchased.
If we accidentally send goods that are not in accordance with the customer's order, we will replace the wrong goods sent with the correct item without any additional costs. Customers must show proof of the goods received within 3 days of receiving their order.

All sales are final, and Sunset Eyewear does not offer any money-back guarantees. You recognize and agree that you shall not be entitled to a refund for any purchase under any circumstances.

WARRANTY

1. What is your warranty?

Please refer to our warranty page
for further details.

PAYMENTS

1. What payment methods are available?

CREDIT CARD / DEBIT CARD (VISA AND MASTERCARD)
This method has been supported by 3D Secure technology to guarantee the security of transactions via credit cards.

BANK TRANSFER
Payments can be made to one of the following bank:
1. Bank BCA
2. Bank Mandiri
3. Bank BNI
4. Bank Permata
5. Bank Sampoerna
6. Bank BJB
7. Bank BSI

Your payment will be verified automatically

Please note, you only have 24 hours to complete the payment process. Payment with a Virtual Account will be verified automatically by the system.

 

For further questions, please contact our
CS on Monday - Friday, 09:00 - 21:00 WIB and provide your order number.

2. My card was denied, why?

We accept Visa and MasterCard cards.

Note: For debit cards, make sure your card can be used for online transactions.

The most common reasons for declining payments:

  • The account does not have sufficient funds.
  • Ensure that your bank account has sufficient
    funds.
  • The account owner’s name does not match the
    information you provided.
  • Update your billing information with the correct
    details.
  • The issuing bank does not allow the use of a bank account for online transactions. Contact your bank to allow this type of transaction.
  • The issuing bank does not allow the use of a bank account for online transactions. Contact your bank to allow this type of transaction.
  • The bank account no longer exists.
  • Update your billing information with a different bank account or credit card.
  • Limited number of transactions, please contact your bank for more details.

DISCOUNT & PROMOTIONS

1. How do I get 15% off my first eyewear purchase?

Subscribe to our newsletter to receive the promo code you'll need at checkout!

FRAME SIZES & PRESCRIPTIONS

1. Can I use prescription from my eye doctor?

Yes. Just simply grab a copy of your prescription, select new prescription and fill in the required details.

2. How do I know the frame sizes?

We've provided the necessary measurements in the product pages.

WEB INQUIRIES

1. Do I need to make an account to shop online?

No need but we do recommend having an account to make your future transactions easier. If you’re shopping for prescription eyewear, we suggest you to to create an account so we can keep your prescription in our records.

2. How do I stay updated with all things Sunset Eyewear?

Just subscribe to our mailing list to get regular updates on new styles, special promotions, and other good stuff. We'd love for you to be in the loop!

3. I have more questions, can I talk to someone at Sunset Eyewear?

Of course, you can! We're committed to helping you every step of the way. Send us a message by filling out your details here, and we'll get back to you as soon as possible.

  • Once an order has been placed, we are unable to make any changes to your order. We also don't allow cancellations. Make sure you double- check your order before confirming payment.
  • The order completion process takes between 2-4 days, not including shipping time.
  • After ordering, we'll send you an email once your package ships. The tracking number keeps you updated on the status of your delivery.
  • Yes, we do! We have 5 offline stores in Bali, click here to see which one is the closest to you.
  • We do not accept exchanges or returns for items that have been purchased.

    If we accidentally send goods that are not in accordance with the customer's order, we will replace the wrong goods sent with the correct item without any additional costs. Customers must show proof of the goods received within 3 days of receiving their order.

    All sales are final, and Sunset Eyewear does not offer any money-back guarantees. You recognize and agree that you shall not be entitled to a refund for any purchase under any circumstances.
  • Please refer to our warranty page for further details.
  • CREDIT CARD / DEBIT CARD (VISA AND MASTERCARD)

    This method has been supported by 3D Secure technology to guarantee the security of transactions via credit cards.
    BANK TRANSFER

    Payments can be made to one of the following bank:
    1. Bank BCA
    2. Bank Mandiri
    3. Bank BNI
    4. Bank Permata
    5. Bank Sampoerna
    6. Bank BJB
    7. Bank BSI
  • We accept Visa and MasterCard cards. Note: For debit cards, make sure your card can be used for online transactions. The most common reasons for declining payments:

    - The account does not have sufficient funds
    - Ensure that your bank account has sufficient funds.
    - The account owner’s name does not match the information you provided.
    - Update your billing information with the correct details.
    - The issuing bank does not allow the use of a bank account for online transactions.
    - Contact your bank to allow this type of transaction.
    - The bank account no longer exists.
    - Update your billing information with a different bank account or credit card.
    - Limited number of transactions, please contact your bank for more details.
  • Subscribe to our newsletter to receive the promo code you'll need at checkout!
  • Yes. Just simply grab a copy of your prescription, select new prescription and fill in the required details.
  • We've provided the necessary measurements in the product pages.
  • No need but we do recommend having an account to make your future transactions easier. If you’re shopping for prescription eyewear, we suggest you to to create an account so we can keep your prescription in our records.
  • Just subscribe to our mailing list to get regular updates on new styles, special promotions, and other good stuff. We'd love for you to be in the loop!
  • Of course, you can! We're committed to helping you every step of the way. Send us a message by filling out your details here, and we'll get back to you as soon as possible.