Help & Support
Help with orders, prescriptions, sending your own frames, returns, warranty, postage, and general enquiries.
Order status and order changes
If you have an account, you can view your orders from your account area. If you checked out as a guest and now have an account, you can request to connect the order from your account orders page.
If you need to change an order, contact us as soon as possible. Prescription and lens orders can move into production quickly, so some changes may not be possible once work has started.
Prescription questions
If your prescription details are unclear, incomplete, unusual, or may not suit the selected lenses, we may contact you before production begins.
For prescription comfort, non-adaption, remakes, or policy information, please read the returns, warranty and prescription eyewear policy.
Sending your frames for lens replacement
For lens replacement in your own frame, send your frames in a hard case or protective packaging. We inspect frames before production begins and will contact you if there is a suitability issue.
Please include your order number inside the parcel when sending frames to us.
Returns, warranty and remake issues
If something seems wrong with your order, contact us with your order number and a short description of the issue. If photos are needed, mention this in your message and we may ask you to reply with photos after reviewing your enquiry.
Shipping and postage
We offer free standard delivery within Australia. Dispatch timing depends on the items in your order and whether we need to confirm any prescription or fitting details before production.
When sending your frames for lens replacement, you are responsible for arranging and paying postage to send your frames to us. Return postage instructions for approved claims are handled after assessment.
Contact us
Use the contact form for order questions, prescription questions, sending your frames, returns, warranty or remake issues, website and payment issues, or general enquiries.