FREQUENTLY ASKED QUESTIONS
WHAT IS YOUR RETURNS POLICY?
For orders placed online we are happy to accept returns and provide a full refund at any time within 30 days from the date of dispatch, with the exception of certain sale items - the returns policy for these can be found on the individual product pages. Returns for online orders are free if you are sending from within Australia; please send us an email to firstname.lastname@example.org with your return request and we will organise a reply paid slip through Australia Post for you.
Please note, all sale items are final. No refund or exchange applies for change of mind (including - but not limited to - colour, size, and/or style changes). Standard manufacturing warranties for product faults apply to all products. Please contact email@example.com with any queries.
WHAT PAYMENT METHODS DO YOU ACCEPT ?
We currently accept payments for in-store orders using NETS, Visa, MasterCard, American Express.
WHAT PRESCRIPTIONS DO YOU COVER?
We offer a range of high-index, multifocal and other more complex lenses in all of our boutiques, and a range of single vision lenses online. If you place an order online and we notice your script looks a little more complicated than usual we will be in touch via either phone or email to work out your best option. With complex prescriptions we like to closely assess the frame fit and take some measurements - your eyesight is our number one concern.
WHAT IF I HAVE AN ASTIGMATISM?
No problem! Many of our customers have astigmatism, and it is usually no trouble to fill these orders.
WHAT IS MY PUPILLARY DISTANCE (PD)?
Pupillary Distance (PD) is the distance between the centre of both pupils in millimetres. The PD is required by our optical technicians to fit your lenses accurately and achieve the most effective and comfortable outcome for you.
DO YOU OFFER EYE TESTING?
Yes! We have optometrists available to test eyes across all our boutiques.
DO YOU OFFER ANTI-FATIGUE, MULTIFOCAL OR BIFOCAL LENSES?
Yes we do. Our multifocals are high definition individualised free-form multifocals, and pricing starts from $345 including frames. We have several options for anti-fatigue lenses; these start at $295 including frames, as do our bifocals. We will need to see you in person for all these lens types, to ensure that the frame is the perfect fit and to take the right measurements. For this reason, multifocal, anti-fatigue and bifocal orders are not available to purchase through our online store.
WHAT ARE YOUR FRAMES MADE OUT OF?
Our frames are made out of the highest quality cellulose acetates or metal alloys. Each sheet of acetate can take up to 10 weeks to create and all frames are cut individually. This means that every frame is unique.
TELL ME ABOUT YOUR LENSES?
We believe in using the finest lenses, and all of our standard prescription lenses utilise 1.5 index multicoated lenses, meaning they are treated with anti-scratch and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked to ensure optical quality.
MY FRAMES DON’T FIT PERFECTLY/MY PRESCRIPTION DOESN’T FEEL RIGHT, WHAT SHOULD I DO?
If your frames don’t fit properly or you have any other concerns please call us on 6270 1303 or email us at firstname.lastname@example.org so we can help! After assessing the situation we will work out the best solution for you.