Items:
0
Total:
$0.00

Frequently Asked Questions

    Click on the topic of your query below to skip straight to that section of frequently asked questions. Then, click on the question you have to see the answer. If you still cannot find the answer you are looking for, call us on 02 4907 6870 or email us.

1. Placing an Order

2. About Prescriptions

3. Payment

4. Shipping/Delivery

5. Returns, Exchanges & 100% Money Back Guarantee

6. The 100% Back Contact Lens Offer

7. nib Available Annual Limits and Claiming

8. Contact Information



      1. Placing an Order

  • How do I find the contact lenses or sunglasses I am looking for?

  • I have found the product I am looking for. How do I place the order?

  • I have paid and placed an order, but realised there was a mistake. How do I change it?

  • What do I need before placing an order for contact lenses or prescription sunglasses?

  • How do I submit my prescription?


      2. About Prescriptions

  • Is there a difference between a contact lens prescription and glasses/sunglasses prescription?

  • What does a prescription usually look like?

  • I don’t have a contact lens or glasses/sunglasses prescription. Where can I get one?

  • I am confused about how to enter my prescription through the website. Can I just send you the prescription instead?

  • Why do I have to provide my prescription before you can process the order?

  • Is there any way I can check if my the prescription from my Optometrist is my contact lens or glasses/sunglasses prescription?


      3. Payment

  • How do you accept payment?

  • Why do you require payment first before I can claim for the contact lenses?

  • When is my credit card charged?

  • Can I pay over the phone?

  • Is the online payment system safe?

  •  

      4. Shipping/Delivery

  • How much do you charge for postage & handling?

  • Do you post the goods anywhere in Australia?

  • How long will it take for my contact lenses or non-prescription sunglasses to arrive?

  • How long will it take for my prescription sunglasses to arrive?

  • What service do you use to post the contact lenses?

  • How are the goods packaged?

  • Where will my order be delivered?


      5. Returns, Exchanges & 100% Money Back Guarantee

  • My product was damaged during delivery or in manufacture. Can I exchange it?

  • I ordered the wrong product. Can I exchange it for the correct one?

  • My prescription is not right and I cannot see clearly. What do I do?

  • The sunglasses don’t fit my face, can I have a refund or exchange?

  • The contact lenses are hurting my eyes and I can't wear them. What do I do?

  • Where do I address my return item/s to?


      6. The 100% Back Contact Lens Offer

  • Am I eligible to receive 100% back on contact lenses?

  • What contact lenses are available for the 100% offer?

  • I wear a different contact lens to the CooperVision Avaira and Prevue Platinum. Can I purchase one of those lenses instead of my current brand and type in order to receive the 100% back offer?

  • Is there a cost involved with switching to one of the 100% Back lenses from my current contact lens?

  • Where can I find the full Terms and Conditions of the 100% back contact lens offer?


      7. nib Available Annual Limits and Claiming

  • Where can I check my available annual limits?

  • How can I claim?

  •  

    8. Contact Information

     

  • Who do I contact for information relating to my level of cover and annual limits?

  • Who do I contact for questions/issues relating to this website, including contact lenses, payment for products, delivery, returns, exchange and anything else related to eye care?