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Shipping and Delivery

We know how important it is to always have contact lenses available at home – and how quickly your stocks can run low! That’s one of the reasons we only source our product from contact lens suppliers based in Australia, so we can have your online order delivered to you within 1–4 business days.

Details on our shipping service include:

  • In the unlikely event there’s a delay due to a product being temporarily out of stock, we will call you to let you know and to discuss an alternative. If your order hasn’t arrived within 5 days and you haven’t received a call, please contact our Customer Service Team on 1300 769 882 or email customerservice@eyeq.com.au.
  • Please note that we use a combination of courier services and tracked Australia Post services. To guarantee the safety of your order, both services require a signature on delivery. Please make sure you provide an address where someone will be available to authorise the delivery.
  • If no one is available to sign for your parcel it may be left at your local post office. If not collected within the time specified on the ‘delivery for collection’ advice notice, the product will be returned to us. We will contact you to arrange an alternative delivery.
  • EyeQ Optometrists online contact lens purchases can only be shipped to Australia.
  • Orders of $100 or more receive free postage.

 

Returns and Exchanges

At EyeQ Optometrists, we want to make sure you have the right contact lens product for your needs, so if your contact lens prescription changes and you still have unopened boxes of lenses that you’ve bought online from EyeQ Optometrists, we can exchange these for lenses matching your new prescription, as long as you meet a few simple criteria:

  • The returned lenses must have been bought online from EyeQ Optometrists within the last 60 days
  • You must be able to provide proof of purchase (this could be the invoice you received, or the order confirmation we sent you when you first placed the order)
  • The box and product must not have been opened or damaged and must have more than 6 months remaining before expiry date.

Exchanges: Note that we do not offer refunds or returns due to a change of mind. If your prescription changes while you are still holding a significant supply of contact lenses purchased online from EyeQ please contact our Customer Service Team on1300 769 882 or email customerservice@eyeq.com.au.

Faults: If the product has a fault or an issue with quality, you are covered for replacement under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if they fail to be of acceptable quality and the failure does not amount to major failure. Whatever the problem, EyeQ Optometrists are here to help, so please contact our Customer Service Team on 1300 769 882 or email customerservice@eyeq.com.au.

 

Returns Process

If you need to return or exchange contact lenses purchased online from EyeQ Optometrists, please contact our friendly Customer Service Team on 1300 769 882 or email customerservice@eyeq.com.au. They will send you a returns form to complete.

Please repack the item(s) in the original packaging, making sure all items are well protected from damage.

Post the item(s) to us at your own cost, or simply return them to your local EyeQ Optometrists. Items must be returned in their original condition and boxes must be unopened, with no markings (unless defective).

When we receive the returned goods complete with your returns form, we will assess the return request and be in contact with you to discuss the next steps.

If you require an exchange, please expect the new product to arrive within 7–10 days of processing.

If you are returning a product and will be granted a refund, we will process your refund within 7 business days of receiving your return. Please bear in mind that depending on your financial institution, funds may take a few extra days to be made available in your account.

 

ALCON CONTACT LENSES

Our contact lens provider Alcon is experiencing delays fulfilling orders due to a cyber-security incident involving their freight partner, Toll Group. These delays are across their entire network of optical retailers in Australia. We apologise for an inconvenience caused and encourage you to contact your local EyeQ practice for any urgent requirements.