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Ordering & Understanding Prescriptions

What do I need to make a purchase?

For Eyeglasses

When you’re looking for your next pair of glasses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

  1. Have a copy of your glasses prescription. Learn how to read your prescription.
  2. Make sure your Pupillary Distance (PD) has been included in your prescription. Can’t find your PD?
  3. Use your current measurements from glasses or sunglasses that fit you well to find the products that will provide your ideal fit. Learn how to get your measurements.

You can also create prescription sunglasses in a variety of tints, or add Transitions® lenses to nearly any frame. Learn how to create prescription sunglasses.

Pupillary Distance (PD)
What is a PD?

A Pupillary Distance (PD) is the measurement in millimeters from the center of one pupil to the center of the other. An accurate PD helps guarantee that your prescription is properly focused to ensure full clarity and correction. Learn More about understanding pupillary distance (PD) and why it matters to your glasses prescription.

Why can’t I find my PD on my prescription?

There are two reasons why a PD may not appear on your prescription:

The first is that you may instead have a prescription for contact lenses. If you see a brand of contacts listed on your prescription, then these parameters will not work for glasses. You will have to contact your eye care professional to ask for a separate glasses prescription to ensure that you have the most accurate vision correction.

The second is that your PD was simply not written on your prescription. If this is the case, contact your eyecare practitioner and ask them for your glasses PD. If you are unable to attain this number, you can measure your PD with a ruler. Learn How.

Will I be able to purchase out of stock frames?

Unfortunately, we cannot guarantee that a sold-out product will be restocked, and therefore cannot offer a wait list for out of stock products at this time. If you see a frame you love, act fast to avoid missing out!

Looking for style advice on how to find a similar looking frame? Contact us

For Contact Lenses

When you’re searching for your prescribed brand of contact lenses, you’ll want to make sure you have the following information on hand to ensure that your shopping experience is fast, efficient, and easy:

  1. Have a copy of your contact lens prescription – including your base curve (BC) Diameter (Dia), expiry date, and prescribed brand. Not sure how to read your prescription? Learn More.
  2. Make sure you know how to safely insert and remove your contact lenses, and be sure of your wear schedule – whether it’s a daily, weekly, fortnightly, or monthly lens. Always speak with your eye care professional if you are unsure. Learn More about the types of contact lenses.
  3. For all non-daily lenses, ensure that you have a clean contact lens case and the right kind of cleaning solution to avoid eye irritation and bacterial growth. Learn More about Contact Lens Care.
  4. Clarify the wait time for your brand – certain lens types, including multifocal, RGP, and astigmatism/toric are custom-made orders through the manufacturer and will take longer to ship. This information can be found on each brand page, under the heading “Availability.”

Contact Lens Refills & Prescription Questions

When does my prescription expire?

There should be an expiration date listed on your contact lens prescription, set by your eye care professional. In most regions, your prescription expires after 1-2 years. If you cannot find this information, we recommend speaking directly with your doctor.

My prescription is expired – what now?

To update your prescription and renew the expiry date, we recommend that you see your eye care professional for a refreshed eye exam.

Who can I speak to for adjustments or eye care advice?

What if I need adjustments or eye care advice?

If you have purchased your glasses from Clearly and need adjustments, you can visit Vision Excellence in Sydney, Australia. The on-site optometrist can help with comprehensive eye exams, contact lens fittings, and provide any additional eye care advice required.

Where can I get an eye exam?

Where can I go if I need an eye exam?

If you need a new or updated prescription, you can make an appointment with an optometrist, including Vision Excellence located in Sydney, Australia.

Can I automatically refill my contact lens prescription?

Our Contact Lenses by Subscription program allows you to set a recurring delivery schedule for your prescribed contact lenses that you can change or cancel at any time. You’ll have the option to select this program while placing your contact lens order. Learn more about Contact Lenses by Subscription.

Price Matching & Taxes

What is your price match guarantee?

If I see a lower price on contact lenses, will you match it?

Our Price Match Guarantee means that we will match any authorized price for your contact lenses with any of our online competitors. We’ll also give you an additional 5% off the competitor’s total up to a maximum discount of $300 per order.

How do I price match my contacts?

To receive the Price Match Guarantee:

  1. Either contact us prior to making your order to secure your price match for 48 hours, or contact us within 30 days of making your order.
  2. The lower-priced online merchant must have the product currently in stock, the product listed must be identical (including number of lenses per box), and be an established site as determined by Clearly.
  3. Shipping and handling charges, exchange rates, sales taxes, and any other fees charged by the competitor will be included in the total when determining the price match.
  4. You can perform a maximum of 3 price matches within a 90-day period.
  5. The guarantee is based on the competitor’s final price. As such, we cannot combine this offer with any other coupons or codes featured on our site. This offer does not extend to custom, made-to-order, and RGP lenses.
  6. This offer is exclusive to contact lenses. Glasses are not eligible for price matches with other sites.
Can I price match my glasses?

We do not offer the ability to price match glasses or sunglasses featured on competitor sites, however if your eyeglasses or sunglasses go on sale on our site within 30 days of your purchase, we will provide an adjustment for the difference in cost. After 30 days have passed, we are not able to extend this offer.

Note: Merchant prices found through third party ads are not eligible for price matches. Prices must be validated by our Vision Ambassadors in order to be matched.

Can I add a coupon code to my order after checkout?

We can apply a coupon to your order and adjust your cost within 30 days of your purchase date. After 30 days have passed, we are not able to extend this offer.

Price match form

Are prescription products taxed?

Prescription products – including prescription glasses, prescription sunglasses, and prescription contact lenses – do not incur sales tax at the point of purchase. Non-prescription products will be taxed at the usual rate for your region.

Shipping, Returns, Exchanges

How do I make a return?

How do I return my glasses and/or sunglasses?

We accept returns for glasses and sunglasses within 365 days of purchase provided that they are in unworn, unused condition. Follow the Steps for Making a Return or Exchange below for more information.

Please place your returning items in a sturdy box or the original package. The return label should be clearly visible on the box, and will read:

1.10/100 Collins Street
Alexandria
NSW 2015
Contact (02) 8399 0441

Please note that this is simply a receiving center and cannot field customer requests. Need help? Contact us through our Vision Care Department.

How do I return my contact lenses?

We accept returns for contact lenses within 365 days of purchase provided the boxes are all unopened, unmarked, and unused. Follow the Steps for Making a Return or Exchange below for more information.

Please place your returning items in a sturdy box or the original package. The return label should be clearly visible on the box, and will read:

1.10/100 Collins Street
Alexandria
NSW 2015
Contact (02) 8399 0441

Please note that this is simply a receiving center and cannot field customer requests. Need help? Contact us through our Vision Care Department

The Steps for Making a Return or Exchange

To return your order, call our Vision Care center and they will email you a prepaid postage stamp.

Please place your returning items in a sturdy box or the original package. The return label should be clearly visible on the box, and will read:

1.10/100 Collins Street
Alexandria
NSW 2015
Contact (02) 8399 0441

Please note that this is simply a receiving center and cannot field customer requests. Need help? Contact us through our Vision Care Department

Can I exchange my glasses order?

We recommend that you first call our Vision Care center for a return postage label to return the original pair which will be refunded after it has been received.

If you are returning your first pair within 30 days of the ship date, our Vision Care Ambassadors can help you place an order for a new pair of glasses with your original promotion under the original promotion’s guidelines. This will be charged separately.

When will I get my refund?

Please allow for 2-3 weeks from the date of return to receive your store credit or refund back onto the original account.

Can I refund to a different credit or Visa-debit card?

Yes. Call us prior to making your return to let us know that you wish to refund to an alternate card. We cannot transfer funds to a gift card, a non-Visa debit card, and we cannot refund store credit onto a credit/Visa-Debit card at this time.

How long does it take my order to ship?

How long does it take my contact lenses to ship?

Your wait time depends on your lens type. Some products – including toric/astigmatism, RGP, and multifocal lenses are custom orders through the manufacturer. Production times are listed on product pages under the heading “Availability.”

Once your contact lenses are in stock, they should be shipped within 1-2 business days and will arrive within the time estimate provided by your chosen shipping method.

How long will it take for my prescription glasses to ship?

Production times for prescription lenses can vary from 2-7 business days depending on the intricacy of the prescription and the type of lens required. Once your lenses have been crafted and mounted into the frame, they will be shipped to you using your chosen shipping method.

How long will it take for my non-prescription sunglasses to ship?

Non-prescription sunglasses will ship within 1-2 business days of your order being placed, provided there are no prescription products in your order. They will be shipped using your chosen shipping method.

How do I track my order?

When your order ships, you will be sent an email confirmation which includes a tracking number and instructions for how to track your order online. Your order will remain trackable within 30 days of the ship date

Will I be charged duties and taxes?

Prescription products – including prescription glasses, prescription sunglasses, and contact lenses – do not incur sales tax at the point of purchase.

Non-prescription products will incur the usual rate of tax for your region.

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