Returns & Exchanges

My product was damaged during delivery or in manufacture. Can I exchange it?

As per the The Optical Co website Terms and Conditions, set out here, we will exchange any product that is damaged within 15 days of purchase. Let us know as soon as possible if there is any damage to your product, so we can arrange a replacement.

I ordered the wrong product. Can I exchange it for the correct one?

We will exchange your contact lenses one time only in the case that you have ordered the wrong product accidentally. The first purchase must be returned to us undamaged and in its original packaging. Contact us right away on 02) 4907 6870, if this has happened to you.

My prescription is not right and I cannot see clearly. What do I do?

The Optical Co fulfils the contact lens order as per the prescription details and specific product information provided. We don't provide refunds to customers who have had their prescription at a third party Optometrist. A third party Optometrist is one who does not work at The Optical Co bricks and mortar store. If you had your eye test at The Optical Co with a The Optical Co Optometrist, we will refund you the purchase amount and additionally provide a free secondary consultation to discover why those contact lenses were not correct.

The sunglasses don’t fit my face, can I have a refund or exchange?

We offer a 30 day money back guarantee on sunglasses, therefore if you are unsatisfied with your product, please contact us to arrange a refund or product exchange.

The contact lenses are hurting my eyes and I can't wear them. What do I do?

If your eyes are reacting badly to the contact lenses, you need to immediately cease wearing the lenses and visit your optometrist. We will not refund contact lenses that have been wrongly prescribed by third party Optometrists.

Where do I address my return item/s to?

The address for the The Optical Co returns office is Level 1, 366 Hunter St, Newcastle 2300

I want to know more about your shipping and returns policy.

For more more information on our Shipping and Exchanges please click here

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