Shipping and Payment
When you place your order, you can choose your shipping method: choose either a
click & collect method to pick up from us at the practice or have your order delivered
to your nominated address.
No Risk Return Policy
If you order frames with single vision lenses, we will manufacture your order within
3-7 business days and then ship it to you according to your chosen delivery method.
If you order frames with an upgraded lens option, such as tinting or higher index
lenses, we will manufacture your order within 5-7 business days and then ship it
to you according to your chosen delivery method. Your overall expected delivery
date will depend on the delivery method chosen.
Please keep in mind that quality assurance technicians inspect and verify each and
every eyeglass order. If your eyeglasses happen to fail quality assurance, your
expected delivery time will be delayed.
We accept the following forms of online payment: Visa & Mastercard.
Our 100% Satisfaction Guarantee means that you can trust us to deliver high quality,
brand name eyeglasses to you at affordable prices. Our no-risk return policy means
that you can order glasses, try them on, and, if you're not satisfied, return them,
together with the complimentary accessories shipped to you, within 30 days after
the date of purchase for an exchange or full refund. If you'd like to return your
eyeglasses, simply visit us at the practice to arrange. If you can’t make it into
the practice you will need to organise & incur any costs to deliver the goods to
be returned to the practice under this article before a refund will be processed.
We are currently unable to accept returns of eyeglasses if the eyeglasses or their
complimentary accessories are not in their original merchantable condition, or if
the eyeglasses or their complimentary accessories are returned more than 30 days
after the date of purchase.
Your Frame is protected by our exclusive guarantee. We will repair, maintain, adjust
or replace your frame, as appropriate, if they fail in any way within two years
Our goods come with guarantees that cannot be excluded under the Australian Consumer
Law. You are entitled to a replacement or refund for a major failure and for compensation
for any other reasonable foreseeable loss or damage. You are also entitled to have
the goods repaired or replaced if the goods fail to be of acceptable quality and
the failure does not amount to a major failure.
Your new lenses are protected by a 12 month manufacturer’s lens coating warranty.
Should a manufacturing fault be identified within the 12 month warranty period,
your lenses will be replaced. Please note that this guarantee does not cover scratches
or damage that may occur as a result of normal use.
Handling and treating your glasses with care and undertaking regular cleaning will
help ensure your glasses remain in premium condition.
- Always keep your glasses in their case when not in use
- Always place your glasses face up when putting them onto a surface
- Avoid leaving your glasses near extreme heat.
- Use both hands when handling your glasses.
If you are currently our client, we will ensure that your current prescription is
used in your glasses. If you have used a different optometrist in the past, they
should provide you with a paper copy of your prescription that you can upload to
us via the checkout process. Keep in mind that spectacle and contact lens prescriptions
can be different, so you should ensure that you are ordering the parameters for
your spectacles and not for your contact lenses.
We will issue a full refund or replacement of goods in all instances where
- prescription contact lenses or related products are supplied to the wrong specification
as per your prescription;
- contact lenses or related products are supplied damaged; and
- the products you have ordered are returned to us as undeliverable by the postal
- product is returned within 30 days of purchase
In all instances (save returns to us as undeliverable) you should contact our customer
services to request a return and the relevant return address. A refund or replacement
will be issued to you following their receipt at that address within 30 days of
that date. If goods are returned as undeliverable, you will be contacted by email
for confirmation of the delivery address. If no reply is received within a reasonable
period and in any event within 30 days of the return of the goods, then a refund
will be made within 30 days of that date.
You will need to organise & incur any costs to deliver the goods to be returned
to the practice under this article before a refund will be processed. We may refuse
to accept future orders from those who have made previous unsubstantiated claims
for non-delivery of goods. Refunds will be limited to the maximum value of the original
order, including delivery charges and will only be issued against the same credit
or debit card account as supplied to pay for the goods. We reserve the right to
proportionately reduce the level of the refund if only some of the original quantity
of contact lenses or related products is returned, or if it is clear that some of
the products have been used. In the case of goods returned under your cooling off
right, these must be returned undamaged and unused to qualify for a refund (no open
The section titles in the Terms and Conditions of Use are for convenience only and
have no legal or contractual effect.
Effective Date: January 2015