FREQUENTLY ASKED QUESTIONS
Can I claim my health insurance?
Yes, we are registered as a provider with all major health funds. For online claiming through your insurer, your item numbers will be displayed on your itemised invoice. Alternatively, take your receipt into your health fund and they will help you out.
You will need to contact your insurer to determine exactly what your yearly entitlement is.
If you would like to come into the store in Claremont, we can claim your health insurance on the spot through our registered HICAPS machine.
How can I pay?
We accept payments by VISA, Mastercard, AMEX, PayPal and Afterpay.
I have a high prescription, will it look ok?
Before processing your order, we will double check your selection to make sure your lenses will come out looking great with your frame and lens choices! If we think there is a better option, we will contact you to discuss. If you are concerned, feel free to pop into the store and ask one of our qualified staff members for some advice.
What is my PD (pupillary distance/pupil distance)?
Your PD is the distance between your right pupil and your left pupil. It is measured in millimetres and allows us to correctly set your lenses so you experience the best possible vision. Please contact us if you need help with this measurement.
When will I receive my glasses?
Your order will take approximately 5-10 business days (1-2 weeks). If you have a complex prescription, there may be a slight delay with your order. We will always contact you in the case of a delay.
Alternatively, you can pick your glasses up at our Claremont location.
Our labs do not work on the weekend, therefore any orders placed during this time will be processed on the next business day. The weekend days are not considered ‘business days’.
If you have any concern with the ETA on your new glasses, do not hesitate to contact us at email@example.com.
Can I order frames only?
You sure can! If you would like to purchase the frame only, simply select ‘no lenses’ when placing your order.
Can I order multifocals and bifocals?
Absolutely! As it is essential that your multifocal and bifocal measurements are correct, we require you to visit our store in Claremont to ensure that we can make your new glasses as accurately as possible.
Where are the frames from?
We source the finest quality acetates and metal alloys from Italy. Acetate is a nylon-based plastic which is lightweight, strong and flexible – making it a lot more durable! They are also hypoallergenic and can produce much richer colours.
What is your returns policy?
If you are unhappy with your new glasses, we will offer a full refund within 30 days of the date of purchase. Simply send us an email explaining your issue and we will send you out a return post bag to send your glasses back free of charge. Once we receive your order back, we will issue the refund. Alternatively, you can return your glasses to our Claremont store and one of our friendly staff will help you.
When will a frame come back into stock?
Unfortunately we are unable to guarantee that an out of stock frame will come back into stock. If you find a frame that you absolutely love, make sure you act fast so you don’t miss out! Please contact us on firstname.lastname@example.org and we will give you as much information as we can.
Do my new glasses have a warranty?
Absolutely! You have a 1 year (365 day) warranty on your frame AND your lenses. This is a manufacturer’s warranty and therefore is subject to visual assessment. Our warranty ONLY includes manufacturing faults and does not include damage by wear and tear, everyday use or sudden impact. If you have a fault with your glasses, please take a picture and send it to email@example.com for assessment. Alternatively, you can visit our store in Claremont and one of our friendly staff will help you out.