FAQs

How do I enter my prescription when ordering glasses?

> It's easy!  Let us show you how to enter your glasses prescription;

   please click here for details.

How do I enter my prescription when ordering contact lenses?

> Simply click here and we'll show you how easy it is.

What Shape Glasses Should I Choose?

> Click here for our recommendation.

What is the warranty period?

> All glasses we supply come with a 12 month materials and workmanship

   guarantee.  Please click here for details.

What is your returns or cancellation policy?

> Notify us within 7 business days of receiving your shipment with the required

   details; click here to see returns procedure and requirements.

> In the very rare instance a damaged item or one with defects is received, we can

   either provide you with a remake free of charge (unless item is out of stock) or offer

   you a 100% refund, including shipping charged.  The same would apply if lenses

   were not made to the prescription you have entered at the time of order.

> 100% refund (excludes shipping charged) for frames and 1.5 index single

   vision lenses.

> 50% refund (excludes shipping charged) for all other lenses.  Since bifocals and

   multifocals may take longer to get use to, we offer a special extended returns or

   cancellation period of 28 calendar days to help you get used to them.

> 100% refund (excludes shipping charged) on regular contact lenses. 

   Unfortunately, we are unable to offer returns/cancellations for custom-made

   contact lenses; click here to see our list of custom-made contact lenses. 

> 100% refund (excludes shipping charged) for contact lens cases and swimming

    goggles.

Can I obtain a copy of my prescription in full from my Optometrist?

> Absolutely, this is your right by law.  Please note however, prescription for your

   glasses is valid for 2 years and that for contact lenses is valid for 1 year; your

   Optometrist would be required to re-test your eyes if your prescription has expired

   before you are issued with a copy of your updated prescription.  Once received,

   file it away for later use. 

How do I obtain my PD/Pupillary Distance measurement?

> Please click here to see easy step-by-step instructions.

How long do deliveries usually take?

> About the same amount of time as ordering your glasses from your Optometrist;

   estimated delivery lead-time = estimated dispatch time + estimated shipping

   time (see below). 

> For further details, please see our Terms of Trade (section 6). 

What happens if my frame needs adjusting?

> Our glasses are adjusted by our opticians before dispatch to our

   customers.  However, slight adjustments may be necessary to tighten

   or loosen the frame.  This can be done for free in most optical stores

   in a matter of minutes.

Can I make health fund claims on my purchases?

> Yes you can if your health fund coverage includes optical benefit extras

   since we are registered with most Australian private health funds.

   Most private health insurance coverage with optical extras would

   allow you to make claims on prescription glasses and contact lenses

   every year, with rebates typically commencing at the start of the

   calendar year and finishes on 31^st December so please make your claim

   before the end of the year to avoid disappointment.

> An invoice with the required health fund item numbers will be

   provided to you with your order. ****Please remember to tick the

   relevant checkbox during checkout to declare your intent to make

   health fund claims***.  Take this invoice to your health fund (with

   extras cover) and you will be able to claim back part, or in some

   cases, all of the cost.

> NB: Unfortunately, we are unable to guarantee that you will claim back

   any rebates.  Please check your private health fund to confirm your

   eligibility and entitlement.

Understanding frame sizes

> The measurements of a spectacle frame are typically shown on the arm

   or nose bridge of the frame.  These are usually displayed in the manner

   shown in the example below:

   In the above photo, "5118-140" is a summary of the spectacle frame's

   measurements (this is sometimes displayed as 51-18-140).

    - The first two digits (i.e. "51") refer to the width of the lens in

       millimetres (mm)

    - The second two digits (i.e. "18") refer to the width of the bridge (nose bridge)

       in millimetres (mm)

    - The last three digits (i.e. "140) refer to the length of the arm

      (sometimes called temple) in millimetres.  This number usually ranges

      from 120 to 150.