How can we help you today?
Find answers to frequently asked questions about eyewear, clinical services, and order fulfilment.
Orders
How do I track my order status?
Sign in to your account for available order updates, or contact our team with your order reference.
Can I modify my order after it has been placed?
Contact the store as soon as possible. Changes depend on whether lens production or dispatch has already started.
Eye Tests
What should I bring to my eye examination?
Bring your current eyewear, previous prescription, relevant medical details, and notes about any visual concerns.
Prescriptions
How do I read my prescription?
Prescription abbreviations describe each eye, lens power, astigmatism correction, and near addition. Our team can explain your specific document.
Shipping & Returns
What is your return policy?
Eligibility depends on the product, prescription work, condition, and current store policy. Review the policy supplied with your order or contact support.
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Frequently asked questions
General: Do I need an appointment?
Appointments are recommended for eye tests; browsing and basic adjustments are generally available to walk-in visitors.
Orders: How can I check progress?
Use My Account where available or contact the store with your order reference.
Shipping: When will my order arrive?
Delivery timing depends on prescription work, stock, quality checks, and destination. Show the confirmed estimate during checkout.
Returns: Can prescription products be returned?
Eligibility varies by product and reason. Publish the approved return policy and statutory rights before accepting orders.
Prescription: Can I use an existing prescription?
A current, complete prescription may be accepted after validation. The dispensing team will explain any limitations.
Eye test: How often should I attend?
Your optometrist will recommend an interval based on age, history, symptoms, and clinical findings.
Warranty: What is covered?
Coverage depends on the product and manufacturer. Publish the duration, exclusions, and claim process clearly.
Payments: Which methods are accepted?
List the enabled online and in-store payment methods after gateway configuration is complete.