FAQ
1
How Long Will it take to get my order?
We try to have all orders dispatched from our store in 2-3 business days from date of order. The following is a guide for delivery times from our shipping partners, and varies depending on destination. Scroll down to find ship rates and times.
2
Where's my order?
If your order seems to be taking longer than anticipated, as well as for any further questions on shipping, please contact optometrists@eyehq.com.au.
3
Can I track my order?
Yes, following an order confirmation, you should receive a second email with your tracking number, or an update that your order has been shipped. If you do not receive a shipping confirmation email, contact us on email optometrists@eyehq.com.au.
4
Can I change or cancel my order?
We start working on your order as soon as we get it, so we are unable to make any changes or modifications to an order after it has been placed and confirmed.
5
What if I received a damaged item?
Please contact our customer care department immediately at optometrists@eyehq.com.au or fill out the form below (see bottom of page)
6
What if I haven't received a confirmation email?
As soon as your order is placed, you should receive an email confirmation. For further questions, please contact optometrists@eyehq.com.au
SHIPPING
Ship rates and times are as follows:
STANDARD: $11 + GST (2-7 business days from date of order)
EXPRESS: $15 + GST (2-5 Business days from date of order)
Please allow 48 hours for a status update on your order.
Contact us at optometrists@eyehq.com.au and make sure to include your full name and order number, if applicable, so we can expedite your inquiry. Operating hours are 9.30am - 4pm, Monday to Friday. Please allow up to 2 days for a response.
RETURN POLICY
Eyehq.com.au will provide a refund on any of our unopened contact lenses providing that they are returned to us within 14 days. Unless we processed your order incorrectly, we do not refund any cost involved in returning products purchased from us. It is the customers' responsibility to return the products to us in undamaged condition. Please email us to request the return. Proof of purchase is required in order to get an exchange or a refund.Returns are subject to approval.
Please note: we do not accept returns or exchanges of specially ordered products.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
PRIVACY POLICY
EYEHQ is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information. A copy of our privacy policy can be obtained
