Returns & claims request
Return, exchange or claim for an item in four short steps. You’ll see any fee and what happens next before you submit. Returns policy
Demo This form is a preview: any order number and email load a sample order, and nothing is sent.
Returns at a glance
| Request | Time to tell us | Fee | Postage to us | Refund |
|---|---|---|---|---|
| Change of mind return | 14 days from receiving your order | Contact lenses $25 per request; frames and sunglasses $25 | You pay | Within 14 business days of receipt, less the fee |
| Exchange | 14 days from receiving your order | Contact lenses $20 per request; frames $20 (no fee for a dearer frame) | You pay | No refund: we send the new item |
| Faulty, damaged or wrong item | Tell us within 14 days; Australian Consumer Law rights apply after that | No fee | Free return label if the fault is clear from your photos | Within 14 business days of receipt (or a repair or replacement) |
| Warranty claim | 1 year from purchase | No fee if covered; $10.95 to send it back if no fault is found | Free return label if the fault is clear from your photos | Repair or replacement |
We can’t send a replacement in advance: we need to receive the item first. We aim to respond to all enquiries within 24 hours. This doesn’t limit your rights under the Australian Consumer Law for faulty items.
What happens after you submit
- 1Request received
- 2Reviewed by our team
- 3Label sent or send it in
- 4Item received
- 5Refund or exchange
- 1Find order
- 2Items
- 3Request
- 4Details
