Need A Little Assistance?
Here’s some of the more common questions that we get asked. Hope they help.
- RETURNS & REFUNDS
- HEALTH REBATES
- ORDER TRACKING
- SECURE PAYMENTS
- PRESCRIPTION LENSES
Still can’t find the answer you’re after? Chat with one of our specialists!
1300 85 88 75
Mon – Fri 9am to 6pm AEST
Sat – Sun 10am to 5pm AEST
FAQ - Shipping
For full details see our Shipping Policy
Q: Do you charge for shipping?
A: We offer FREE worldwide shipping.
Q: How long does it take to receive my order?
A: The delivery time for each item is stated on the product page and the cart page.
If an item is in stock, the following delivery times apply:
All Victoria, Most of NSW inc Sydney, Brisbane, Gold Coast, Sunshine Coast, Most of South Australia, Perth CBD, Tasmania, ACT: Orders must be received by 2pm AEST on a business day for free next business day delivery, otherwise you will receive your item within 2 business days.
Perth Metro and Darwin: Orders must be received by 2pm AEST on a business day for free delivery in 2 business days otherwise you will receive your item within 3 business days.
The rest of Australia: Place your order any time on a business day and it will arrive within 2-4 business days. New Zealand orders are 4 - 8 business days for delivery. Rest of the World is generally 14 business days for delivery.
If an item is not in stock, depending on the model, it should take 9-20 business days to be delivered. Rest of the World is generally 20-25 business days for delivery. The delivery time will be stated on the product page and the cart page. You don't need to contact us to chase up your order as we will deliver it to you within the time frame stated on the site.
Q: How do I know if an item is in stock?
A: On the individual product page of the item as well as your cart, it will state whether the frames are in stock or not in stock. If the frames are not in stock it will tell you the expected delivery time on the product page and the cart.
Q: Why aren't all items in stock?
A: We have over 3,000 frames online and unfortunately we can't stock them all. One of the main reasons we can keep our costs down is because we don't stock all items. The reason why some out of stock models take between 9-20 business days for delivery is because we order with our supplier once you place your order.
Q: Do I need to sign for the delivery?
A: Yes. If nobody is there to sign for it, a card will be left and you can pick up your item from the post office as outlined on the card
FAQ - Returns and Refunds
For full details, see our Returns Policy.
Q: How do I return or exchange an item and does it cost me anything?
A: Return shipping is free if you are in Australia and at your own cost outside of Australia. You can choose to get a refund, exchange or credit voucher. If you are in Australia, contact us at email@example.com with your order ID or on 1300 85 88 75 and we will send you a returns label to stick on the box. Then you just drop it into any post office and that’s it! For international customers, please email us at firstname.lastname@example.org with your order ID and we will provide an address to return your item to in Australia.
To return an item, it must be:
- Returned within 100 days of purchase;
- Unused with the original tags still attached; and
- In the original packaging and in the original condition.
Q: What if I don’t want my item for whatever reason once I receive it?
A: As long as you stick to the 3 points in the previous answer, you can return your frames and get a refund, exchange or credit voucher. For full details refer to our Returns Policy
Q: What if the item is faulty?
A: We check every pair before they are sent out so this shouldn’t happen but if it does then contact us on 1300 85 88 75 and we can arrange a repair or replacement for you.
Q. Have you received my return?
A: We will contact you once we have received it. We should get it within 2-4 business days of you sending it, longer for international customers.
Q. When will I receive my receive my refund or store credit?
A: Once your item has been received and it satisfies our returns policy, we will process your return within 3 business days. We will send you an email to notify you that your refund or store credit has been processed. Please keep in mind that your financial institution can take an extra 3 - 5 business days to clear the funds back into your account.
FAQ - Authenticity
Q: Are all your frames 100% authentic?
A: Yes. We guarantee they are all 100% authentic and come with all original manufacturer packaging. All frames come with a local 12 month warranty.
Q: Why are your prices so good?
A: We are an Australian owned and operated, online only business which means we don't have the big overheads that retail stores do. That means we can keep our costs down and pass the savings on to our customers!
FAQ - Health Rebates
Q: How do I claim my health fund for this purchase?
A: We are registered with most of Australia's health funds. Your receipt will include all the information that you will need (provider number, the item codes and costs) to make a claim. Please check your eligibility to make a claim with your provider. See our Health Rebates page for further info.
Q: How much will my health fund cover?
A: It depends on your level of cover. You can contact us and we can let you know approximately how much you will be able to claim.
Q: Can I make a claim on sunglasses
A: Please check with your fund what your entitlements are and note that you may not be able to make a claim on sunglasses unless they are fitted with prescription lenses. Please ask us for a quote to fit your sunglasses and optical frames with prescription lenses.
FAQ - Vouchers
Q: How do I get one!?!?
A: Just click here!
Q: Is there an expiry on gift vouchers?
A: Yes, it’s 12 months
Q: Do I have to use my entire gift voucher in one transaction?
A: No. If you don’t spend the full amount of the gift voucher you can use the balance for future purchases.
Q: What if my gift voucher is not enough to cover the cost of the purchase?
A: You can use your gift voucher and then pay the balance with credit card or PayPal.
Q. I'm having trouble applying a voucher to my purchase.
A: Please ensure your purchase meets the Terms & Conditions of the voucher. Check the minimum spend amount, the expiry date and whether the voucher applies to sale items. Also, remember that voucher codes are case sensitive, so ensure you are entering the code correctly in the cart.
FAQ - Order Tracking
Q: How do I track my order?
A: Australian delivery addresses: When we dispatch your order you will receive an email with a link to track your item. You can track your item on the Australia Post website. If you haven't received this email, it probably means your frames haven't been dispatched yet.
International delivery addresses: Go to the DHL tracking site and enter you invoice number / order ID in the Item Cust_ref field.
FAQ - Secure Payments
Q: What methods of payment do you accept?
A: Visa, Mastercard and PayPal
Q: Do you store my credit card details?
A: No. The details get securely passed directly through to ANZ eGate which is a highly secure payment gateway.
Q: How secure is your payment gateway?
A: We work with ANZ eGate which has 3D fraud protection and security and is one of the safest payment gateways going around.
Q. Has my order been successful?
A: All successful orders will display a Thank You page after purchase and receive an order confirmation email within 30 minutes of purchase. If you have not received your order confirmation email, please check your order summary in your iframes account or your email junk folder. Alternatively, contact our Customer Service team on 1300 85 88 75 or email@example.com to confirm the placement of your order.
FAQ - Sizing
Q: Can I order any size in each frame?
A: Yes, as long as it is available - not all frames come in all sizes. If you want a different size to the one available on the site, simply add a note in the comments field in the checkout requesting your desired size.
Q: My new frames don't fit me perfectly. What should I do?
A: Visit your local optometrist. New frames sometimes need a quick adjustment to fit your face perfectly and this is usually an on-the-spot free service. You can also return them to us and get another pair. See our Returns Policy.
FAQ - Prescription Lenses
Q: Can we order prescription lenses with iframes?
A: We will be offering this soon via the website. In the meantime, with our team of optometrists we can complete a lens and frame order for you if you email us your script or script details. We will then contact you with the best lens options for your prescription and frame. Our range of quality lenses starts at $84 fully fitted and all the work is done locally in Australia. You can also just buy your frames from us and have a prescription lens fitted by your optometrist.