Shipping & Delivery
All online orders are shipped in protective packaging and delivered with a trusted shipping provider. We endeavour to process, pack and ship your orders as fast as possible, however, sometimes delays cannot be avoided. For further information, please read and understand the details of our Shipping Policy below.
Before orders can be processed and packed for delivery, payment must be received. In extremely rare cases, order payment can be delayed due to bank or credit union processing complications or technical difficulties. In these very rare cases where payment has not cleared, a member of our Customer Service Team will contact you to organise a solution. If you placed an order and have not received a confirmation email, please reach out to our Customer Service Team to check if your order was successfully placed. Unfortunately, your order will not be processed until payment has been received.
Processing your order
For Non-Prescription orders
Non-prescription orders are orders that do not contain any product with Prescription Lenses. We aim to process and pack these orders within 3 business days. All orders placed on weekends or Public Holidays will be processed within 3 business days of the following business day.
Priority processing is available for orders not containing prescription lenses. If selected, your order will be placed to the top of the queue and will be processed faster.
For Prescription orders
Prescription orders are orders that contain a product with Prescription Lenses. All products with Prescription Lenses are custom-made products. Lenses are fitted to your frame in our Precision Optical Lab, which typically takes 14 business days. However, it can take up to 21 business days for certain optical prescriptions.
Priority processing is not available for these orders.
Ready for shipping
Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a link to track your delivery. This will be sent to the email address used when placing the order. Please check your junk/spam folder if you are waiting to receive your tracking number/shipping confirmation. Please allow up to 72 hours for tracking information to become available on the link provided.
Delivery times & fees
We offer three delivery options to ensure you receive your order in a way that best suits your needs. The options, costs and timeframes vary based on your location.
The following estimated delivery times are to be used as a guide for the different options to each region.
United States, Canada & Mexico |
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Standard
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Express
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Priority
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China, Hong Kong SAR, India, Indonesia, Japan, Macao SAR, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, Vietnam & Fiji |
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Standard
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Express
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Priority
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Bangladesh, Brunei, Cambodia, Myanmar (Burma), Nepal, Pakistan, Saudi Arabia, Sri Lanka, United Arab Emirates, South Africa & Papua New Guinea |
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Standard
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Express
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Priority
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All other countries |
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Standard
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Express
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Priority
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Please note: Delays in delivery can be caused by a number of unavoidable reasons including incorrect delivery address information. The above times are estimates only and we will not be held liable for any loss or damage suffered through any reasonable or unavoidable delay in delivery.
Tracking your order
All deliveries are completely trackable online. You will receive an email notification with a tracking link to track your parcel with the appropriate courier company once your order has been processed and packed. This will be sent to the email address used to place the order. Please check your junk/spam folder if you are waiting to receive your tracking number/confirmation. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. A link to the courier company has been provided below (please note that you will require a tracking number to track your order on the link below).
USA Deliveries
You will receive two tracking numbers. The first tracking number (DHL tracking number that begins with 'AU') will track your order until it leaves the shores of Australia. You will then receive another tracking number (USPS tracking number that is 22 digits long), which you will be able to use to track your order until it arrives at your address. Links to these companies have been provided below (please note that you will require a tracking number to track your order on the links below).
DHL eCommerce |
USPS |
Track your order |
Track your order |
Please note: Due to contactless delivery regulations by USPS, a signature on delivery is not possible or required for delivery to customers in the USA.
All other countries
DHL Express |
Track your order |
Customs duties & taxes
The responsibility of payment for any applicable custom duties, foreign taxes or other fees which may be imposed rest with the customer. Unfortunately, we cannot be held liable to pay any duties or taxes which may be imposed by customs in the country where the order is being delivered. Please be aware that if you refuse to pay any applicable customs duties and taxes for your shipment, the product will be returned to our warehouse and the cost of return shipping will be deducted from your refund.
We encourage you to contact your local customs office for more information regarding the potential taxes and duties payable in your region prior to ordering. Please contact our Customer Service Team if you have any questions prior to ordering.
Shipping Protection
Shipping Protection covers your order against damage, loss or theft during shipping. It is available for an additional fee on all orders. If Shipping Protection is purchased and the products in your order are affected by damage, loss or theft during the shipping process you can start a claim by contacting our Customer Service Team. Once a claim has been investigated and processed, a replacement will be issued. Please be aware that is is not possible to add Shipping Protection to an order once it has been placed. Shipping Protection in a non-refundable item and will not be included in any return amounts for store credit in the case of change-of-mind purchases.