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.

Payment delays

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 orders containing products without Prescription Lenses

We aim to process and pack these orders within 24 business hours of receiving confirmation of successful payment. All orders placed on weekends or Public Holidays will be processed and packed the following business day.

During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Years holiday season) there may be delays to the processing time of all orders. We do take measures to make this impact as little as possible however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.

Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a tracking link for your order. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. Delivery time will vary based on location. Please see our estimates below for approximate delivery transit times to your area.

For orders containing any product with Prescription Lenses

All products with Prescription Lenses (including Classic Prescription, Polarised Prescription, Prescription Blue Blocker and Prescription Light Responsive) are custom-made products with lenses fitted in our Precision Optical Lab. This process typically takes 14 business days after receiving confirmation of successful payment however can take up to 21 business days for certain optical prescriptions. Once your lenses have been fitted, your order will be checked and packed.

During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Years holiday season) there may be delays to the processing and lens fitting time of orders. We do take measures to make this impact as little as possible however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.

Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a tracking link for your order. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. Delivery time will vary based on location. Please see our estimates below for approximate delivery transit times to your area.

Delivery

All orders are shipped via courier service and the shipping supplier used for your order will vary based on your delivery address.

For all countries outside of the USA, a signature will be required upon delivery so we recommend providing a daytime delivery address where someone will be available between 9am-5pm. Unfortunately, due to contactless delivery regulations by USPS, a signature on delivery is not possible or required for delivery to customers in the USA.

Delivery times vary based on your location. For an estimate of delivery transit times to your region, please see the table below. Please note that if a parcel is chosen for routine customs inspection, delays of up to 3 weeks can be expected. This is a very rare occurrence and is not within our control.

Delivery area	Estimated delivery time
Most countries and regions	4-8 business days from dispatch

Please note: Delays in delivery can be caused by a number of unavoidable reasons including customs delays, incorrect delivery address information and other unforeseeable reasons. Please note that 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

USA Deliveries

All shipments are completely trackable online. You will receive two tracking numbers, depending on the location of your shipment. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order. 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 belows).

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

All shipments are completely trackable online. You will receive an email notification with a tracking number and a link to track your parcel with the appropriate courier company once your order has been processed and packed. 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).

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.

Insurance

Unfortunately, our shipping options do not provide insurance. If you wish to add insurance for your order please contact our Customer Service Team before, or as soon as you have placed your order. Please be aware that if your order has already been picked up for delivery, insurance will not be able to be added.