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FAQ - Warranty and Returns

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 Please note: all prices are quoted in Australian Dollars.

Our guarantee
We offer a 30-day money back guarantee against prescription accuracy. Our frames are also covered under a 1 year warranty against manufacturers' defects. Read more here.

A. Glasses Frames - 1 year warranty against manufacturers' defects
All prescription glasses frames are warranted for 1 Year from the date of purchase against any manufacturers' defects. Manufacturers' warranties against defects include hinges and welding points. Manufacturer’s warranties against defects DO NOT include: flagrant misuse causing frame damage, scratching or tarnish; pet damage; destruction or damage by vehicle; stepping on or sitting on the frame; bending or twisting the frame; or any other damage not considered a manufacturing flaw.

If the glasses are returned within the warranty period, and we find that the breakage was due to a defect in material or workmanship, the glasses will be repaired or replaced at our option and returned to the sender.
 
To determine if your frame falls within the guidelines for manufacturer’s defect, please contact us.
 
B. Prescription Lenses
The guarantee on prescription lenses covers any faults to lenses on receipt of goods or the lenses not having been manufactured to the prescription given to us at the time of order. Prescription lenses are warranted for 12 months from the date of dispatch against damage due to manufacturer's defect. It does not cover damage or breakage such as crazing, chipping caused by yourself.

We highly recommend impact resistant lenses, for example, polycarbonate, high index 1.60, high index 1.67 lenses, for semi-rimless frames and child wearers. Chipping problem found on none impact resistant lenses fitted to semi-rimless frames are not covered by warranty. Examples of none impact resistant lenses are CR39 lenses or index 1.50 lenses, index 1.56 lenses.

Every prescription lens we supply automatically comes with a scratch-resistant coating. However, no lens is scratch proof and rough handling or incorrect cleaning can still scuff them up or create surface scratches. Please note scratch on lenses is considered wearing, hence is not covered by warranty.

In the event your lenses scratch to the point you want them replaced, we offer a one time replacement of scratched lenses within a year of purchase date for 10% off the original cost of the lenses, plus return shipping charges.

To determine if your lenses fall within the guidelines for 10% off lens replacement offer, please contact us.

We guarantee 100% accuracy on all prescriptions as per order or they will be remade at no charge. However, we do not take the responsibility for incorrect prescription provided when you place your order. Please check that the prescription information you entered is correct before submitting your order.

Bear in mind glasses require proper handling and care to avoid damage and to extend their life time. Please visit "Care Instructions for Glasses" for more details.

I have changed my mind about the product, can I get a refund?
No refund will be given if you have changed your mind about the product and no longer wish to keep it.

I made an incorrect choice about an item. Can I return it for a refund?
We do not issue refunds for incorrect choices.  Our E Try-on® system allows you to virtually try on the glasses so that you would know the look of the glasses on your face and whether they fit or not. It is recommended to utilize our E Try-on software to try on the glasss before purchase if you have doubt about the look of the glasses.
You can also contact our customer service if you have any question about the product before purchase.
 
I have just received my item but it is faulty, how do I return the item for a replacement?
Please notify us within 7 days if you receive a faulty or damaged item. Our customer service team will send you a return authorization number. Please return the item to us within 14 calendar days from delivery for replacement. When you send the item, please make sure you include your full name, order number, return authorization number and a full description of the problem.
 
I do not have the original packaging of my item. Can I still return it?
Yes we will still accept the item, but we would prefer the original packaging eg, case and cleaning cloth etc. :-) Please make sure that the item is securely packaged and is not subject to damage in transit back to us.



   
Fit lenses to my own frames. we provide prescription lens reglazing service, prescription lens fitting and lens replacement service, yes we can fit new lenses to your glasses frames.
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