When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:
You can also create prescription sunglasses in a variety of tints, or add Transitions® lenses to nearly any frame. Learn how to create prescription sunglasses.
A Pupillary Distance (PD) is the measurement in millimeters from the center of one pupil to the center of the other. An accurate PD helps guarantee that your prescription is properly focused to ensure full clarity and correction. Learn More about understanding pupillary distance (PD) and why it matters to your glasses prescription.
There are two reasons why a PD may not appear on your prescription:
The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eye care professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.
The second is that your PD was simply not written on your prescription. If this is the case, contact your eyecare practitioner and ask them for your glasses PD. If you are unable to attain this number, you can measure your PD with a ruler. Learn How.
Unfortunately, we cannot guarantee that a sold-out product will be restocked, and therefore cannot offer a wait list for out of stock products at this time. If you see a frame you love, act fast to avoid missing out!
Looking for style advice on how to find a similar looking frame? Call us at 0800 446 107.
When you’re searching for your prescribed brand of contact lenses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:
There should be an expiration date listed on your contact lens prescription, set by your eye care professional. In most regions, your prescription expires after 1–2 years. If you cannot find this information, we recommend speaking directly with your doctor.
To update your prescription and renew the expiry date, we recommend that you see your eye care professional for a refreshed eye exam.
Our Contact Lenses by Subscription program allows you to set a recurring delivery schedule for your prescribed contact lenses that you can change or cancel at any time. You’ll have the option to select this program while placing your contact lens order. Learn more about Contact Lenses by Subscription.
Your wait time depends on your lens type. Some products — including toric/astigmatism, RGP, and multifocal lenses are custom orders through the manufacturer. Production times are listed on product pages under the heading “Availability.”
Once your contact lenses are in stock, they should be shipped within 1–2 business days and will arrive within the time estimate provided by your chosen shipping method.
Production times for prescription lenses can vary from 2–9 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.
Non-prescription sunglasses will ship within 1–2 business days of your order being placed, provided there are no prescription products in your order. They will be shipped using your chosen shipping method.
You can always log into MyAccount to get up-to-date order and shipment information. Learn more
When your order ships, you will be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date
Prescription products — including prescription glasses, prescription sunglasses, and contact lenses — do not incur sales tax at the point of purchase.
Non-prescription products will incur the usual rate of tax for your region.
We offer a 30 day return policy on all products, and a 365 day warranty on eyewear, from your delivery date. We provide free returns on all of our products.
Looking for an exchange? We want to help you find your perfect pair of glasses. Our Vision Ambassadors can walk you through finding the best fit, style, and prescription correction.
Glasses and sunglasses must be returned in their original unused and unworn condition. Returns or exchanges may be denied, in very rare circumstances, based on the nature of prior transactions.
To make a return or exchange, simply call us within 30 days for a complimentary electronic shipping label that you can print off.
Once you have the label, we ask that you ship your glasses back to us as soon as possible to initiate your refund.
Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible.
We want you to be happy with your order, so if anything is less than perfect we accept returns for contact lenses provided the boxes are all unopened, unmarked, and unused. Call us within 365 days of the delivery date for a complimentary electronic shipping label that you can print off. Once you have the label, we ask that you ship your contact lenses back to us as soon as possible to initiate your refund. Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible and says the following:
1.10/100 Collins Street
Contact +61 2 8399 0441
Please note that this is simply a receiving center and cannot field customer requests.
Please note: as RGP (rigid gas permeable) lenses are custom made for each individual order, they are a final sale and cannot be returned or exchanged. Follow the Steps for Making a Return or Exchange below for more information.
To return your order, call our Vision Care center and they will email you a prepaid postage stamp.
Please place your returning items in a sturdy box or the original package. The return label should be clearly visible on the box, and will read:
1.10/100 Collins Street
Contact +61 2 8399 0441
Please note that this is simply a receiving center and cannot field customer requests. Need help? Contact us through our Vision Care Department
Yes. If you contact us for an exchange within 30 days of the delivery date, our trained Vision Ambassadors are here to help you find a better pair.
Our Vision Ambassadors will be happy to walk you through the process of finding a great set of glasses you’ll love. Have prescription questions? Our Vision Ambassadors are trained and supported by our in-house licensed optician to ensure that your glasses lenses will be tailored to fit your frames and prescription needs.
We can also help you place an order for a new pair of glasses with your original promotion under the original promotion's guidelines. This will be charged separately.
If you call for an electronic shipping label within 30 days of the delivery date, your applicable store credit and/or refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility.
We guarantee the quality of our frames, glasses lenses, and coatings. If you experience a manufacturing defect within 365 days of delivery, simply contact our Vision Ambassadors for a free return label to facilitate a refund or exchange. Our warranty does not cover the damage caused by the wear and tear of everyday use, or the damaged caused by sudden force or impact.
Yes. Call us within 30 days of the delivery date to let us know that you wish to return your order and refund to an alternate card. We cannot transfer funds to a gift card, a non-Visa debit card, and we cannot refund store credit onto a credit/Visa-Debit card at this time.
Typically it takes 1-2 weeks to adjust to a new prescription. Please make sure that you are only wearing your new glasses and not switching to a new prescription.
If you believe that your prescription may not have been correctly filled or entered, contact us at 1-866-414-2326 and our trained Vision Ambassadors, supported by our in-house licensed optician, can address any questions or concerns.
MyAccount is your central hub for order and prescription information — ensuring fast and easy checkout and delivery.
We recommend signing in as soon as you visit our site to save your favourites, and quickly access your saved prescriptions, payment, and shipping information.
Access and manage the following with MyAccount:
and more — all by logging in at the start
You can also set up automatic contact lens refills and refer your friends.
Note: a receipt will only be generated once your order has shipped.
If you've forgotten your password you can provide the email address that you've used and we will email you a reset message. If you simply want to change your password from within your account, select "Personal Profile" and then "Change Password".
Our Price Match Guarantee means that we will match any authorized price for your contact lenses with any of our online competitors. We’ll also give you an additional 5% off the competitor’s total up to a maximum discount of $300 per order.
To receive the Price Match Guarantee:
Note: Merchant prices found through third party ads are not eligible for price matches. Prices must be validated by our Vision Ambassadors in order to be matched.
We do not offer the ability to price match glasses or sunglasses featured on competitor sites, however if your eyeglasses or sunglasses go on sale on our site within 30 days of your purchase, we will provide an adjustment for the difference in cost. After 30 days have passed, we are not able to extend this offer.
We can apply a coupon to your order and adjust your cost within 30 days of your purchase date. After 30 days have passed, we are not able to extend this offer.
Prescription products — including prescription glasses, prescription sunglasses, and prescription contact lenses — do not incur sales tax at the point of purchase. Non-prescription products will be taxed at the usual rate for your region.
Welcome! In addition to our contact information below, our FAQ section includes answers to our top customer questions.
If you need an answer fast, give us a call and a Vision Ambassador can provide direct one-on-one support.
Call us 0800 446 107
Hours Mon-Sat, 24 hours starting Monday 6:30am until Sat 4pm
Sun, 5am – 1:30pm
You can expect to hear from us in 4 – 12 hours.