Shipping, Returns, Exchanges
Yes! Free Shipping…
All contact lens orders and Eye glasses order value over $50 are shipped free, zero cost to you using standard delivery. You can upgrade to Express for just $5How long will it take for my order to arrive?
If you have chosen Express shipping and live in a metro area, expect your order to arrive next business day. For non-Metro areas, you can expect to receive your order within 3 – 4 business days
If you have chosen standard shipping, you can expect to receive your order within 2 – 6 business days
The vast majority of orders Ship Same Day. In rare cases e.g. custom orders and high prescription the shipping date for your order will be extended. To confirm a shipping date please contact our Vision Care team on 1800 639 478
How does Same Day Delivery work?
- Find your contact lens brand, input your prescription and add to cart.
- Enter your address and we’ll confirm your eligibility for Same Day Delivery.
- Enter your mobile number so the courier can contact you directly.
- Place your order by the cut-off time of 12:00 PM.
- Complete your order and we’ll get your contact lenses out to you.
Make sure that someone is at your apartment or office to sign for delivery. Remember to keep your mobile phone handy: the courier will contact you if they need to reach you during delivery. If shipping to your home, the courier will deliver in person.
Why am I ineligible for Same Day Delivery?
While we’re hoping to expand this service, at the moment Same Day Delivery is only offered in the city of Sydney. Not all postal codes are eligible, though. Once you enter your postal code in our system, we can confirm eligibility. Ineligible postal codes will have Same Day Delivery removed from the shipping options.
Not all contact lenses are available in stock. Toric (for astigmatism), multifocal, RGP, and other specialty lenses are a custom order through the manufacturer and cannot be shipped on the same day they are ordered.
Occasionally we will temporarily run out of stock on a particular prescription for an in stock contact lens product. If this happens, you will be removed from the Same Day Delivery service as we will need to order this product directly from the manufacturer before we can ship it to you.
Same Day Delivery is only available for in-stock items. Products that require assembly, such as glasses, cannot be shipped on the same day they are ordered.
At this time Same Day Delivery is not available for orders over $500.
Need more info? Call 1-800-639-478
Production times for prescription lenses can vary from 2–9 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.
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.
You can always log into MyAccount to get up-to-date order and shipment information. Learn more
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
What is your return policy?
Because we want you to absolutely love your eyewear, we offer a free 14 day no-questions-asked return policy on all orders starting from your delivery date. Returns made after 14 days are subject to a restocking fee, and are accepted up to 365 days from your delivery date.
Looking for an exchange? We want to help you find your perfect pair of glasses. Our Vision Ambassadors can walk you through finding the best fit, style, and prescription correction.
Glasses and sunglasses must be returned in their original unused and unworn condition. Returns or exchanges may be denied, in very rare circumstances, based on the nature of prior transactions.
We also offer a 365 day warranty policy that covers manufacturer’s defects, so your satisfaction is always guaranteed.
How do I return or exchange my glasses and/or sunglasses?
To make a return or exchange, simply call us within 14 days for a complimentary electronic shipping label that you can print off.
Once you have the label, we ask that you ship your glasses back to us as soon as possible to initiate your refund.
Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible.
How do I return my contact lenses?
We want you to be happy with your order, so if anything is less than perfect we accept returns for contact lenses provided the boxes are all unopened, unmarked, and unused. Call us within 30 days of the delivery date for a complimentary electronic shipping label that you can print off. Once you have the label, we ask that you ship your contact lenses back to us as soon as possible to initiate your refund. Please place your returning items in a sturdy box or the original package. Make sure that the return label is clearly visible and says the following:
1.10/100 Collins Street
Contact +61 2 8399 0441
Please note that this is simply a receiving center and cannot field customer requests.
Please note: as RGP (rigid gas permeable) lenses are custom made for each individual order, they are a final sale and cannot be returned or exchanged. Follow the Steps for Making a Return or Exchange below for more information.
Can I exchange my glasses order?
Yes. If you contact us for an exchange within 14 days of the delivery date, our trained Vision Ambassadors are here to help you find a better pair.
Our Vision Ambassadors will be happy to walk you through the process of finding a great set of glasses you’ll love. Have prescription questions? Our Vision Ambassadors are trained and supported by our in-house licensed optician to ensure that your glasses lenses will be tailored to fit your frames and prescription needs.
We can also 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?
If you call for an electronic shipping label within 14 days of the delivery date, your applicable store credit and/or refund will be applied back into the original account 1–2 weeks after the order has been received and processed at our facility.
Can I refund to a different credit or Visa-debit card?
Yes. Call us within 14 days of the delivery date to let us know that you wish to return your order and 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.
What is your 365 day warranty?
We guarantee the quality of our frames, glasses lenses, and coatings. If you experience a manufacturing defect within 365 days of delivery, contact our Vision Care Department for assistance. After seeing a photo of the defect, any confirmed defective product will be repaired or replaced. Our warranty does not cover damage caused by the wear and tear of everyday use or damage caused by sudden force or impact, including lens scratches or broken frames.
How do I know if I’m not adjusting to my prescription?
It can up to 10 days to adjust to a new glasses prescription. To successfully adapt, make sure that you are only wearing your new glasses and not switching back to your old prescription. It can also be beneficial to have the frames professionally fitted to your face.
If you are still having trouble after 10 days, contact us and our trained Vision Ambassadors, supported by our in-house licensed optician, can address any questions or concerns. To best assist you, please have a copy of your prescription available. Our Vision Ambassadors will need to know the details of your experience with your new glasses and may request a photo of you wearing your glasses to assist with finding a solution.
Is there a warranty on contact lenses?
Defective lenses are rare as the contact lenses arrive directly to us from the manufacturer. However, if you believe you may have received a defective product, contact our Vision Ambassadors for further assistance. We may be able to provide a credit or replacement product for confirmed defects.
Ordering & Understanding PrescriptionsWhat do I need to make a purchase?
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:
- Have a copy of your glasses prescription. Learn how to read your prescription.
- Make sure your Pupillary Distance (PD) has been included in your prescription. Can’t find your PD?
- 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:
- 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.
- 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.
- 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.
- 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.
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 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.
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.
MyAccountWhat is MyAccount?
MyAccount is your central hub for order and prescription information — ensuring fast and easy checkout and delivery.
We recommend signing in as soon as you visit our site to save your favourites, and quickly access your saved prescriptions, payment, and shipping information.
Access and manage the following with MyAccount:
- Track your Shipment(s)
- See your Order History
- Print Receipts, Learn how.
- Save your Favourites
- Access your Personal Profile (update & change your password)
- Review your securely stored Address & Payment Information
- Manage your prescriptions
and more — all by logging in at the start
You can also set up automatic contact lens refills and refer your friends.
- Log into your MyAccount
- Click on Order History
- Select "View all orders"
- Click "Print Receipt" and you'll see your receipt formatted for printing.
Note: a receipt will only be generated once your order has shipped.
If you've forgotten your password you can provide the email address that you've used and we will email you a reset message. If you simply want to change your password from within your account, select "Personal Profile" and then "Change Password".
Live ChatWhere can I find LiveChat?
We are happy to offer our LiveChat services 24 hours a day, 7 days a week. You can also call us at 1800 639 478 or reach us through the Help contact form.
Price Matching & TaxesWhat 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 the price of any authorized online retailer. This total price includes the final amount, at checkout, for the same number of boxes, containing the same number of lenses, along with any applicable shipping, handling, and additional fees charged by the competitor. Any sales offered by the competitor must be active at the time of the price match, and our representatives must be able to replicate the final price. Cached and third party links, mail-in rebates, limited time offers of less than 48 hours, “limited box quantity” offers, discontinued product clearance sales, and promotions that have ended are not valid. The price match cannot be combined with any offer on our site. We will match up to a maximum discount of $100 per order.
To receive the Price Match Guarantee:
- Contact us either just before making your order on our site, or within 30 days of placing your order with us.
- 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 must be an established site as determined by Clearly.
- 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.
- You can perform a maximum of 3 price matches within a 90-day period.
- The guarantee is based on the competitor's final price. As such, we cannot combine the competitor’s offer with any coupons or codes featured on our site. This offer does not extend to custom, made-to-order, and RGP lenses.
- This offer is exclusive to contact lenses. Glasses are not eligible for price matches with other sites
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.
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. Please note that this does not include the brands: Oakley, Ray-Ban, and Arnette as they are excluded from all offers, sales, discounts, and coupons.
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.
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.
Welcome! In addition to our contact information below, our FAQ section includes answers to our top customer questions.
If you need an answer fast, give us a call and a Vision Ambassador can provide direct one-on-one support.
Call us 1800 639 478
Hours 24 hours a day, 7 days a week.
You can expect to hear from us in 24 – 48 hours.