1. How do I obtain my prescription?
If you are in Australia, then as per Australian Opticians Act, it is the obligation of any optician to provide you with a prescription. The optician will provide you with a thorough eye examination, and is required by law to provide you with a copy of your prescription for your own records. You are not under any obligation to purchase your glasses from your optician - so do not feel pressured into doing so!
2. Why are Optically's prices so low?
Our prices are significantly lower than what you would find in high street stores. We're an online shop, so we can take advantage of lower costs of operation - which means no renting expensive prime location property, or paying for the upkeep of numerous items of expensive eye testing machinery.
3. What payment methods are available?
We accept all major credit and debit cards which are kept secure with the strongest level of encryption commercially available.We don't store your card details on our server: all our payments are processed by Paypal, the world's leading secure payment processor. This makes all transactions 100% safe and secure.
4. How long will it take me to receive my prescription glasses?
We aim to dispatch glasses within 2 working days on receiving the order. However, kindly note that it may take up to 28 working days for certain complex prescriptions.
5. What's the cost of postage & packaging?
The cost of postage and packaging within Australia is A$8.95 per pair of glasses. Postage to other parts of the world will cost A$20.95. Note though, you can choose a delivery address that is different from the billing address. So, for example, your billing address can be your home address, but you can choose to have the glasses delivered to your office.
6. Do I need to send you a copy of my prescription?
No - as long as you have a current up-to-date prescription (i.e. not more than two years old when ordering).
7. What if I have any further questions?
If you have any further questions not answered in this section, please contact us directly at email@example.com.
8. I can't find an 'addition' reading on my prescription - what do I do?
If your glasses are for distance only, you don't need to worry about the addition. The addition value is only required if the glasses are going to be used for reading or other close-distance work. Sometimes opticians use the word 'ADD' or 'Near' instead of 'addition'. They may also write it just once, but since it normally applies to both eyes, and is almost always the same value for both, you would need to enter the same value in both places in the form. (e.g. 'Add' +2.50 - should be entered for both L and R eyes).
9. Do you sell prescription glasses for children?
Yes, We do sell prescription glasses for children.
10. Are my payment details kept secure?
Yes, all your payment details are entered in a secure internet site that our website links with, which is managed by Paypal. Optically does not record customer payment details. All this information is held in a secure server managed by Paypal.Our shop uses 128 bit SSL, the strongest level of encryption commercially available; all transactions are guaranteed to be 100% safe and secure.
11. What sort of frames will suit me?
The shape of your face is the most important factor when choosing any frames. The list below should give a broad idea as to frame designs:
12. How can I protect myself while shopping online?
When you make a purchase online, be sure to look for the little lock icon on the bottom of your web browser to make sure that your personal information will be protected by secure encryption. You can also check this by holding your cursor over the web page in question, clicking the right button on your mouse, and selecting "Properties". Then verify that the web address shown starts with an "https". The 's' denotes a secure web server. At optically.com.au we do not store your credit card information on our server, making your purchase 100% secure.
13. I've just ordered glasses from your website, but can't find this frame on your site now. Why is this?
At Optically we have an automated inventory management system. If the frame that you have selected is the last piece in our stock, it will automatically disappear from our website after you have placed the order. Rest assured, you will receive the pair of glasses that you've ordered.
14. Can you read my prescription off my existing glasses?
No. You must give us a prescription that you have obtained from an optometrist. Please note that the prescription should not be more than two years old.
15. I'm unsure about how to enter my prescription online. Can I send it to you instead?
Yes, you can. If you're uncertain as to how to go about it, you can email us a copy of your prescription; we'll attach it internally for you.
16. I ordered two pairs of glasses, but have only received one - why is that?
On occasion, one pair of glasses can take slightly longer than the other. This is mainly due to a combination of the lens, prescription complexity and any coatings being added. We like to get you your glasses as quickly as possible, so if one pair is ready earlier, we dispatch them to you immediately, and send any subsequent pairs as soon as they're done.
17. How do I check on the progress of my order/glasses?
On the top right hand corner of our website you will find an icon that says 'Track Your Order'. This feature allows you to view the prescription you entered on our website while placing your order, delivery address, details of purchase and the status of your order.
18. What do I need before ordering from you?
All you need to shop with us is your prescription which should not be more than two years old. Optically offers you an extensive and comprehensive range of quality spectacles at prices that are much lower than in high street stores.
19. I made a mistake when ordering. What should I do?
Call or email us as soon as possible. This is because we process orders as quickly as possible to ensure you receive your glasses at the earliest. For this reason, please double-check your prescription and shipping information before placing your order on our website.
20. Can I use my contact lenses prescription for ordering from you?
No, as contact lenses have a different prescription.
21. What about refunds for delivery?
We're afraid we simply don't do them.
22. What is my pupillary distance (PD), and how do I find out what it is?
Simply put, it is the distance between your pupils. For a pair of glasses to optimally perform for you, the lenses need to be made to match the distance between your eyes-in such a way that the centre of each lens aligns with the centre of your pupils. To achieve this, we need your pupillary distance measurement, also called the PD measurement. You could ask your optician for your pupillary distance measurement when he or she is conducting your eye test.
23. How strong a prescription can you cater for?
The maximum prescription we cater for is: ± 8.00 SPH (sphere) and ± 4.00 CYL (cylinder).
24. How can I pay you?
We accept all major credit and debit cards across the globe. If you are ordering from Australia, kindly note that we do not accept NHS vouchers, personal cheques, postal orders and Accor vouchers as payment.
25. What's your guarantee and refund policy?
We offer you a 100% quality guarantee on all our products.
26. I have not received my glasses yet. Your websites says 72 hours?
24-hour dispatch guarantee applies to ALL frames selected from the 72 Hour Dispatch category, with single vision lens. Orders with a Spherical power of up to (±) 6 and cylinder power of up to (-) 2, will be dispatched the next working day.
In case of other frames, prescriptions, lens index, etc. it may take between 3 to 14 working days. If you have not received your glasses within 20 days from the date you placed your order you can call our customer service team on (+61)287 660 664. We however at every stage keep you posted on the progress of the order via text (if you supplied your mobile number) and email.
27. Is home trial really free?
Absolutely, we don't charge your card, we only take card details for validation purposes or in the event that you decide to keep the home trial.
28. Will these come with my prescription?
These frame will carry a demo lens in them, the prescription lenses will be fitted in the frame of your choice, once you send them back to us.
29. When will the frame be sent out to me?
Most of the frame are sent out immediately the next working days by Australia Post. and should reach you with 5-7 working days.
30. How do I get prescription lenses for the frames I like?
There would be a order form sent out with Home Trial box, simply tick the frame you like and post them back to us or simply call us on (+61)287 660 664 and we will be able to assist you.
31. What if I am not able to send the glasses back in time?
If for any reason you believe the glasses cannot be sent back within 15 day’s please call us on (+61)287 660 664.
32. Are my card details safe with you're website?
Yes, because we do not take or save any card details on our website, the card details are handled by our highly secure payment gateway STRIPE.
33. What is the glasses I receive are damaged?
The Home Trial Glasses are sent out after a stringent quality check. However, if there's any damage to the glasses when you receive them, or while you've got them at home/office, please give us a call and discuss it on (+61)287 660 664. We totally understand that occasionally 'things happen' and it may be that we can repair them.
1. What if my frames need adjustment after I receive them?
Most optical stores around the globe will do a minor adjustment for a small fee. If the problem still persists you can send it back to us and we will rectify it.
1. What material are the lenses made of?
1.56 Index Lens: The glasses we supply come with plastic optical lenses with a FREE scratch-resistant coating. Remember, lenses can never be scratch-proof. However, the scratch-resistant coating does reduce the risk of the lenses getting scratched through daily wear and tear.
1.61 Index Lens: The glasses we supply for 1.61 index come with MR8 (Polycarbonate) optical lenses with a FREE scratch-resistant, Anti-Reflective and UV Protective coatings. The lenses are covered for a year against any kind of breakage (even if you sit on them). Remember, lenses can never be scratch-proof hence is not covered under warranty. However, the scratch-resistant coating does reduce the risk of the lenses getting scratched through daily wear and tear.
High Index Lens: The glasses we supply with high index come with hard resin material with a perfect spheric & aspheric design without any distortion. It comes with all coatings as the 1.61 Index lens however 45% thinner than plastic lenses.
2. Do you sell bifocal lenses?
Yes, we do. You can get yourself bifocal lenses for just an extra A$59.00! We only suggest bifocals to those who have been recommended these by their optician, though. We have a large choice of frames that accommodate bifocal lenses. Click here to view these.
3. What shape of bifocal lenses do you supply?
We generally supply D28 bifocal lenses. These are standard "D"-shaped lenses. We can - upon request - also supply executive bifocals at an additional cost.
4. Do you sell varifocal/progressive lenses?
Yes, we do. Due to the complexity involved in these lenses, we send out a varifocal "kit" to those who order varifocals. This kit contains an easy guide which helps you/your partner mark up the frame as required. We recommend that you use the services of an optician who may charge a small fee for this. Once this is done, you need to send the frame back to us along with the markings and we will do the rest.
5. I love my existing frame. Can you reglaze this for me?
Yes we can! Our reglazing service starts from just A$50.00. Just email your prescription to us for an exact quote and our efficient customer service team will respond to you immediately.
6. Can I choose how light or dark the level of tinting should be on the glasses/sunglasses that I'd like to order?
Of course you can. We offer three gradients of tinting for the colours available. Once you have chosen the tint colour (this can be chosen after you have entered your prescription), just mention in the Extra Information box the level of tinting you'd like to have. If you do not enter any information there, we will send your glasses/sunglasses with a medium tint.
7. Do I need to order thin lenses?
The need to order for thin lenses depends on your prescription and the frame you choose. We recommend thin lenses if your spherical power is ± 2.5 or above. This is particularly important if you are choosing a semi-rimless or rimless frame. These frames expose the lenses and choosing thin lenses improves aesthetics and overall face value!
8. Don't plastic lenses scratch?
Even though plastic lenses are softer than the traditional glass lenses, they are considerably lighter and safer. For added resilience, we provide you with a FREE scratch-resistant coating.
9. What are varifocal lenses?
Varifocal lenses - also known as progressive lenses - are multifocal lenses that deliver a seamless progression of distance, intermediate and reading powers to achieve all-round comfortable viewing distances, as opposed to bifocal lenses, which can only provide distance and reading visions. Bifocals, additionally, sport a visible dividing line and have been known to cause headaches and even dizziness in some users. With varifocal lenses, you can look through the higher part of the lens to see clearly across the room and into the distance. You can also look ahead to view your computer in the intermediate zone and drop your gaze downward to read and do fine work comfortably. Also, varifocals have known to give the wearer a more youthful and sophisticated look.
10. What is a Complex Prescription and is there an additional charge?
A prescription is termed as complex if the sphere value exceeds ±4.00 or the cylinder value exceeds ±2.00 on either of the eye. Our Customer Service Team may contact you for an extra charge if our laboratory confirms that the prescription is of a complex nature or if the selected lens index is not suitable.
11. Are there any hidden charges?
No, for most of the orders there are no hidden costs. We will contact you for extra charges only if your prescription is above minus or plus 4 for sphere and over minus or plus 2 for cylinder. In a rare instance if we receive reglaze frames that are curved or large to fit or without a demo/template lens, there might be additional charges since we will have to customise those lenses specifically as per your prescription, lens shape, curvature of lens and it's size. In such cases, our team will contact you to discuss the charges and only proceed with the order after your consent.