Frequently Asked Questions

Most common questions

100% no fuss, money back guarantee

Applies to our advanced technology lens purchases listed below:

  • HT Digital Plus
  • HT Precision
  • HT Computer
  • HT Indoor Plus

If within three months from the date of collection, you are not 100% happy with your purchase, simply return the glasses and we will provide a full refund.

The money back guarantee is a benefit which is over and above the consumer guarantees that apply under the Australian Consumer Law.

Super multi-coat 12-month no quibble anti-scratch guarantee

Applies to all lenses with our Super multi-coat and Blue Control Super multi-coat lens treatment.

If within 12 months from the date of collection, your Super multi-coat or Blue Control Super multi-coat lenses scratch under fair and reasonable normal use, then we’ll replace the lenses with new ones.

Not applicable to deliberate abuse, damage or mistreatment of the lenses.

Prescription warranty (vision)

Applies to all prescription glasses purchases.

If within 3 months from the prescription date your prescription (vision) changes, we will replace the lenses with your new prescription, using the same lens type, design and lens treatments, at no additional charge.

The prescription warranty does not cover any changes as a result of ocular surgery, eye trauma or prescription fluctuations due to medical conditions or medications.

Progressive / Multifocal non-adaption warranty

Applies to all multifocal glasses purchases.

If within 3 months from the date of collection, a customer is unable to adapt to their multifocal lenses for reasons outside our control, we will offer the following options:

  • Remake the lenses with a different multifocal lens design. If a more expensive lens is required, the customer is to pay the difference in price between the two products.
  • Remake the lenses with bifocal lenses at no additional charge.
  • Remake the lenses with 2 pairs of single vision lenses – typically one for distance and one for reading. We will use the existing frame for the first pair, and the customer will need to purchase or supply their own frame for the second pair.

Multi-coat manufacturers warranty

Applies to all lenses with our multi-coat lens treatment.

If within 24 months from the date of collection, the multi-coat treatment of the lenses fails, then we will replace the lenses with the same prescription, using the same lens type, design and lens treatments, at no additional charge.

This warranty does not cover against any scratches or abuse of the lenses, which includes storing the lenses in extremely hot environments, such as any location inside a car.

Warranty against faulty manufacture

All the above guarantees and warranties do not affect your normal statutory rights. The Optical Superstore offers a 12-month replacement or refund warranty on the following products supplied that is deemed faulty or not fit for purpose for its intended use:

  • Spectacle frames and sunglasses
  • Spectacle lenses
  • Sundry items

Prescription glasses

Yes. In Australia, we require a valid spectacle prescription in order to make a pair of prescription glasses.

If you do not have a spectacle prescription, you may obtain one by having an eye test with an Optometrist. Most eye tests are bulk-billed to Medicare.

Prescription and non-prescription (coloured) contact lenses

Yes. In Australia, we require a valid contact lens prescription in order to supply contact lenses, irrespective of whether there the contact lenses have vision correction in them, or not. This includes coloured contact lenses.

If you do not have a contact lens prescription, you may obtain one by having contact lens consultation with an Optometrist. Most contact lens consultations are charged at a fee at the sole discretion of the Optometrist.

Should I have an eye test?

Regular eye examinations are important to ensure the continued health of your eyes, particularly as medical evidence indicates that the incidence of many conditions like glaucoma, cataracts and macular degeneration, increase with age.

These conditions may not affect your vision in the early stages, however, if left undiagnosed and untreated, such conditions could lead to significant vision loss.

How often can I have an eye test?

From 1 January 2015, Medicare introduced a policy that affects how often an eye test can be bulk-billed, depending on the age of the patient.

  • Patients aged 65 and over without symptoms are eligible for a Medicare-funded comprehensive eye examination every 12 months.
  • Patients aged under 65 without symptoms are eligible for a Medicare-funded comprehensive eye examination every 3 years.

How do I order?

How do I order contact lenses?

If you have a valid contact lens prescription, you can order contact lenses in 3 convenient ways.

  1. Visiting one of our stores and placing an order in person.
  2. Calling one of our stores and placing an order over the phone.
  3. Placing an order from our discounted online shop.

*Note* Our online shop offers a limited range of bulk order contact lenses at heavily discounted prices. These discounted prices are not available at our retail stores. For all other products and supply quantities, please visit your nearest store.

If you do not have a valid contact lens prescription, you may obtain one by having a contact lens consultation with an Optometrist. See ‘Do I need a prescription?’ above.

What are the delivery timeframes for my purchase?

The Optical Superstore will endeavour to deliver orders within the following time periods after Acceptance of an order;

Contact Lenses – within 7 business days.

For more information about shipping and delivery of orders, please visit our terms of use page.

How do I order prescription glasses?

We no longer provide prescription glasses online.

If you have a valid spectacle prescription, you can order prescription glasses by visiting one of our stores and placing an order in person.

If you do not have a spectacle prescription, you may obtain one by having an eye test with an Optometrist. Most eye tests are bulk-billed to Medicare.

Why do you not sell prescription glasses online anymore?

To make a pair of prescription glasses that are suitable for prolonged use and wear involves many measurements performed by an Optical Dispenser, which if taken incorrectly, will cause a range of conditions such as binocular dysfunction, vertical heterophoria, and vision disparity, which have symptoms including but not limited to, dizziness, headache, and anxiety.

These measurements are unable to be performed accurately by the wearer.

In addition, frames that fit too tightly on the wearer can cause both headaches and dizziness. Frames fitted too loosely will more than likely slide or move away from a suitable worn position causing the symptomatic effects mentioned above, or slip off entirely which may lead to damage or loss of the glasses.

By having a skilled and experienced Optical Dispenser verify, check and adjust all of these things (and more), we can provide the very best visual experience for you and guarantee your satisfaction and visual comfort.

What lenses do I need?

What are single vision lenses?

Single vision lenses have one single lens power across the whole lens.

They would be best used, for example for a someone who needs glasses only for close-up tasks, such as reading, or for far distance tasks, such as driving or watching the television.

It is common for people to have more than one pair of single vision glasses if they need help seeing both objects close-up and in the far distance clearly.

What are enhanced readers?

Enhanced reader lenses are advanced technology lenses that are purposefully designed to improve the visual experience for a specific occupational need or task, such as using a computer with a wide display, or suitable viewing in an office with varying focal distances, for example, using a notepad and computer, and being able to see a whiteboard or projector screen – all with one pair of glasses.

There are many types of enhanced readers, each with their best specific uses. Discussing your particular needs with your Optometrist and our Optical Dispensers will help us determine which type is most suitable for you.

What are multifocal lenses?

Multifocal lenses provide vision correction for multiple focal lengths all in the one lens. This means one pair of glasses that allows someone to see both near tasks (like reading, enjoying a meal, and threading a needle) and far distance tasks (like watching the television, playing most sports, and sight-seeing).

Some activities involve both near and far distance tasks almost at the same time, such as driving a car, where you must be able to view the instrument panel below the dashboard, as well as be able to view the road and environment, like hazards, other cars, pedestrians, and road signs. It would be unpractical and unsafe to switch between two pairs of glasses.

There are many types of multifocal lenses and multifocal designs, each suited for a particular lifestyle, prescription, and vision needs.

Having a sub-optimal multifocal lens design means your visual comfort and overall experience wearing the glasses will be adversely affected.

Having one of our skilled and experienced Optical Dispensers carefully select and measure the best multifocal for your own needs will ensure we can provide the best visual experience and outcome for you.

What add-ons are available?

What add-ons are available?

There is a range of lens add-ons and lens treatments available to provide visual and practical benefits to your glasses.

Lens coatings

  • Hard-coating

A hard-coating is a standard coating applied to most lenses by default, as an uncoated lens is very soft and prone to surface abrasions (scratches).

  • Multi-coating

Also referred to as an ‘anti-reflective coat’, a multi-coating is a group of additional layers of surfaces applied to the lens to improve its clarity, reduce or eliminate surface reflections, increase its scratch resistance, and make it easier to clean.

The use of multi-coats is very common and is typically recommended on most pairs of glasses.

Thinner and lighter lenses

There are three main ways to produce thinner and lighter lenses. Without getting too technical, thinner and lighter lenses are achieved by selecting one or more of the following:

  • The lens material (commonly indicated by its ‘refractive index’)

A common lens material is 1.49 (some round up to 1.5), which is the thickest of the lens materials, however, provide excellent optical clarity.

Thinner lens materials commonly have refractive indices of 1.53, 1.56, 1.60, 1.67, 1.70 and 1.74.

Put simply, the higher the refractive index (numerical value) of a lens, the thinner the lens for a given lens power will be. However, these lens materials typically cost more as their respective refractive index gets higher.

Diamonds have a refractive index of 2.417 – it would make a very thin lens indeed, but it would also cost you a very significant sum!

  • The lens form

Lenses typically have a spherical surface, which means the curvature of the lens is uniform all the way across it in all directions. In higher prescription powers, the curvature required can lead to a thicker lens form.

By changing the lens form from a spherical, to an aspherical surface means the lens surface is much flatter, and therefore much thinner. Aspheric lenses are typically made to order (see production method below).

  • The production method

It is commonplace to produce lenses in a large manufacturing run in order to keep the costs down and stay competitive. These lenses are kept ‘in stock’ and used when a new pair of glasses are ordered, however, some frame and prescription combinations may mean the thickness of the ‘stock’ lens is thicker than what it needs to be, however, the cost benefit of having slightly thicker lenses for a cheaper pair of glasses means ‘stock’ lenses are often considered favourable.

Instead of picking a lens that is ‘in stock’, a custom (‘grind’) order can be placed, which creates the lens ‘from scratch’ or from a semi-finished material ready to be ‘ground’ (surfaced/manufactured) for a specific individuals measurements, prescription, and frame, which results in a thinner lens, however, this method involves additional time and costs to make.

What are Quicktint lenses?

Quicktint lenses have special treatment which allows them to be clear indoors and automatically darken in the sun.

The level of ‘darkness’ depends on the amount of ultra-violet (UV) light is present. The more UV light there is, the darker the lenses will become. When there is less UV light, for instance, if you walked from daylight outside to indoors, the lenses will automatically and gradually lighten to become clear over a few minutes.

This means you may not have to carry around your sunglasses with you all the time, as your Quicktint lenses will act as both your clear pair and your sun pair.

However, as Quicktint lenses react to UV light, there are some cases when it is ‘sunny’ but the lenses remain clear. For example, when you are inside a car. Australian standards require a car windshield to be treated to block UV light, so unless you’re sticking your head out of an open window, or in a convertible car with the top down, Quicktint lenses will remain clear in the car.

What are polarised lenses?

Polarised lenses contain a special filter that blocks intensely reflected light, which often causes unwanted, blinding glare. Blinding glare is particularly dangerous when driving, cycling, skiing, or boating.

Polarised lenses are recommended for sunglasses in most circumstances.

What are tinted lenses?

Tinted lenses are lenses that have a particular colour infused into the lens material, creating sunglass fashion tint. Fashion tints can be solid (equal colour across the entire surface of the lens) or gradient (darker on the top, gradually fades to become lighter on the bottom). And can have different levels of darkness, typically reducing light transmission between 55% and 85%.

Tinted lenses reduce the total amount of light coming through the lens, however, unlike Polarised lenses, tinted lenses do not reduce blinding glare.

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