Returns & warranty
What to do if something isn't right with your order.
Your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page limits those rights.
Change of mind: non-prescription items
If you change your mind about a non-prescription item, you can return it within 30 days of delivery for a refund or exchange, as long as it's unworn, undamaged and in its original packaging. Return postage is at your cost unless the item is faulty.
For hygiene and safety reasons, we can't accept change-of-mind returns on eyewear that has been worn.
Prescription orders
Prescription lenses are made specifically for you, so we can't offer change-of-mind refunds once your lenses have been made.
If your lenses don't match the prescription you gave us, or there's a fault in how they were made or fitted, we'll remake them at no cost.
New to multifocal lenses? It can take a couple of weeks to adjust. If you're still having trouble after that, contact us within 30 days of delivery and we'll work with you and your optometrist to find a solution.
Warranty
On top of your consumer guarantees, we warrant our frames against manufacturing defects for 12 months from delivery. If a frame fails because of a defect in that time, we'll repair or replace it.
The warranty doesn't cover damage from impact, accidents, misuse, heat or chemicals, scratched lenses, or normal wear and tear.
Safety glasses that have taken an impact should be replaced, even if they look undamaged.
How to return or claim
Contact us or call 1800 669 764 with your order number and a description of the problem. We'll confirm the next steps and, for faulty items and warranty claims, arrange return postage. Please contact us before sending anything back so we can match the return to your order.
Refunds
Approved refunds are made to your original payment method within 5 business days of us receiving and checking the item. Refunds on workplace program orders are credited to the employer's account.