Terms and Conditions

Online Booking System

By booking an appointment online you agree to providing your name, email and mobile number or landline for the purpose of booking an eye test and receiving marketing communications from time to time. You can opt out from marketing communication at any time.

Virtual Try On

By using our virtual try-on, you agree to an image recording of your face being collected for the sole purpose of trying on frames electronically on our website. Facial image recordings are stored for a maximum of 3 months, on the servers of our virtual try-on provider, Luna Technologies Inc. You may delete your image at any time by selecting Delete image on any product page. This personalised experience intends to make it easier for you to return to our site to try on frames.

Online Purchases 

The purpose of the Terms and Conditions of purchase is to establish fair and reasonable standards of interaction between The Optical Superstore and its customers, consistent with The Optical Superstore’s usual code of business practice.
Please read the Terms and Conditions of Purchase to ensure awareness of your obligations as a customer and the obligations of The Optical Superstore as an optical retailer.
Products sold through The Optical Superstore website are protected by Australian Consumer Law as you are purchasing from an Australian owned and operated company located in Australia.
The Terms and Conditions of Purchase may be updated from time to time.


Placing an order for products using The Optical Superstore’s website is deemed to be acceptance of all the Terms and Conditions of purchase provided here.

Product appearance, description, and pricing

The Optical Superstore has made every effort to display products accurately, however, The Optical Superstore does not warrant that the product colour, description, and pricing are accurate, complete and error free.
Should an error be identified, The Optical Superstore will correct the error as soon as practical. If the error is in relation to pricing, The Optical Superstore may elect to proceed with the order accepting the incorrect price as payment or the customer may be advised of the error and be given the opportunity to either accept or cancel the order based on the corrected price.
The price of products available both ‘online’ and ‘in-store’ will usually be less ‘on-line’. The Optical Superstore is not obliged to match the ‘on-line’ and ‘in-store’ prices.

Ordering Products

Orders can only be accepted for delivery within Australia.
Note: If The Optical Superstore considers it necessary to verify your prescription with the Optometrist, Ophthalmologist or Optical Dispenser on the prescription you authorise The Optical Superstore to do so on your behalf.
Ordering Contact Lenses
Acceptance of all orders for contact lenses is subject to confirmation of receipt of the order and the availability of the product. If you indicate you have private health insurance and require an itemised receipt for health fund claiming purposes you must send us a copy of a valid (not more than 12 months old) prescription for verification purposes.
Comment or advice may be provided by a Consultant Optometrist and additional free product included with the supply of contact lenses ordered.


Payment will be processed upon order submission. Payments can be made by Visa, Mastercard or Paypal.
The prices stated on the website for spectacle frames are inclusive of GST. Prescription lenses, prescription sunglasses lenses, and contact lenses are GST free. The receipts provided with the supply of prescription glasses, prescription sunglasses, and contact lenses will only be itemised and suitable for health fund claiming if you have supplied a copy of your valid prescription to The Optical Superstore. Postage and handling fees, if applicable will be displayed on the order form.

Your Account

The ‘Your Account’ facility enables the status of a current order to be checked and allows placement of future orders without re‐registering personal details.
The details in ‘Your Account’ can be updated at any time.
The Optical Superstore endeavours to protect the information stored in ‘Your Account’ see ‘Privacy’ for more information. Customers are also responsible for the security and proper protection of their personal information including but not limited to usernames and passwords and must take all reasonable steps to ensure information is kept confidential.

Customers’ responsibilities

Customers agree not to post to this website any material which is obscene, abusive, threatening, defamatory, in breach of confidentiality or privacy, violates or infringes intellectual property entitlements, constitutes or encourages illegal acts.
You warrant that:
• Your current prescription has been issued by an Optometrist or Ophthalmologist.
• Your current prescription is valid and has not expired.
• The prescription details you provide matches exactly your prescription as provided by your Optometrist or Ophthalmologist.
• You are not aware of any reason as to why the contact lenses, prescription glasses or prescription sunglasses you are ordering would not be appropriate for you.
• You are not experiencing any discomfort whilst wearing your current supply of contact lenses, glasses or prescription sunglasses.
• The order being placed through www.opticalsuperstore.com.au fulfills the needs of your prescription and is not for another person.
• You are 18 years or over.

Delivery of Orders

Delivery can only be to a valid address in Australia.
Upon completion of production of an order, an email confirming dispatch and providing a tracking number will be sent. The delivery status may be viewed in ‘Your Account’.
To ensure efficient delivery, a delivery address where there is a person authorised to receive the order between 9 am – 5 pm should be provided to sign for receipt of goods.
Goods will be delivered to the address specified on the order by Australia Post using standard mail or as otherwise specified in the order. Should no one be available to receive the goods, Australia Post will advise of a post office at which the goods can be claimed.
If goods are returned to The Optical Superstore as ‘undeliverable’ you will be contacted by email for confirmation of the delivery address. The Optical Superstore will attempt to re‐deliver the goods.
Discount will be applied automatically to your order when you add $95.00 or more of products into your shopping cart.
Timeframes for delivery of orders
The Optical Superstore will endeavour to deliver orders within the following time periods after Acceptance of an order;
Contact Lenses – within 7 business days.
Please note, The Optical Superstore does not guarantee the availability of products or delivery times. Subject to delays outside The Optical Superstore’s control, the overall delivery period should not exceed 20 days. The estimated delivery times are in business days (Monday–‐Friday) excluding Public Holidays.
Damaged Products
Risk During Transport ‐ If for any reason the product has been damaged, lost or stolen during the delivery process, The Optical Superstore shall bear the risk. Title and risk will transfer to the customer upon receipt of the goods by the customer.
The goods should be inspected for damage or defects upon receipt. If the goods are received in a damaged state, do not use the goods. Immediately contact The Optical Superstore through the ‘Contact Us’ facility to arrange a return.

Cancellation of an Order

An order can be canceled up until it is ‘Accepted’ without the payment being processed. If an order is canceled after the order has been ‘Accepted’ and manufacture of the order has commenced a cancellation fee of $20 will be deducted from the refund of your payment and the order will not proceed.


The Optical Superstore warrants that the products being supplied comply with the specifications and prescription provided to The Optical Superstore by the customer.
The Optical Superstore is not responsible if your eyes do not tolerate the contact lenses, optical glasses, prescription sunglasses or related products provided to you that were made to the prescription and specifications supplied by you. The Optical Superstore will, however, provide a 3-month warranty on lenses made to a prescription obtained at The Optical Superstore if the prescription is found to be unsuitable.
The Optical Superstore offers a 1-year warranty on manufacturer defects on frames. For all warranty issues please contact us immediately through our ‘Contact Us’ page. If the frame is deemed to be defective, The Optical Superstore will at the discretion of The Optical Superstore repair or replace the frame or issue a refund.
The warranty will not apply if a defect has arisen due to improper use of the product(s) or if a customer or a third party has attempted to modify the product(s) or has modified the product(s) or if the product(s) have been used for purposes for which they were not intended.
The Optical Superstore does not provide a warranty for normal wear and tear or accidental damage including but not limited to scratching of frames or lenses, bending of a frame or breakage of the frame due to mishandling or accident. Optical lenses have hard coats to reduce scratching but this does not guarantee lenses will not scratch.
Glasses and sunglasses should only be washed with water and mild soap and cleaned with a microfibre cleaning cloth. Household cleaners should not be used to clean glasses or sunglasses.
Should the glasses become out of alignment you are welcome to visit a location of The Optical Superstore for a free fit and adjustment at any time.
Should there be a problem with a screw coming loose or with nose pads not sitting correctly you are welcome to visit a location of The Optical Superstore for free correction of the problem.

Returns Policy

a) Return of faulty goods
At the discretion of The Optical Superstore, repair, replacement or refund will be provided for faulty goods within 10 business days of receipt by The Optical Superstore of the returned goods. The procedure for returning faulty goods is detailed in the ‘Returns’ section.
b) Return of goods in general
We want customers to be satisfied with their new pair of glasses. If you are not satisfied and you wish to discuss the problem you are welcome to visit one of The Optical Superstore’s locations for advice and adjustment. Alternately, you can return the glasses within 10 business days of receipt for a replacement or refund of the glasses provided the glasses are undamaged and all component parts are returned. Replacement or refund can only be provided via the website.
c) Return of Contact Lenses
Contact lenses must be returned unopened and unmarked if returning for credit and must be returned within 5 business days of receipt of the goods.
The Optical Superstore may decline future orders at its discretion:
• if there have been previous claims for non-delivery of goods,
• for failure to return goods within the time specified while demanding a refund,
• for the return of damaged goods while demanding a refund,
• for cancellation of an order after it has been ‘Accepted’
If only some of a product is returned or the products are not returned in their original condition, The Optical Superstore reserves the right to reduce the level of the refund or reject the refund.

Privacy policy

The Optical Superstore will endeavour to ensure customers can purchase from The Optical Superstore website confident that every effort is made to keep personal information protected. Please read The Optical Superstore’s Privacy Policy for full details regarding the collection, disclosure, and use of personal information.


a) Nothing in the Terms and Conditions excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by any legislation which cannot lawfully be excluded or limited including the Australian Consumer Law which contains guarantees that protect the purchasers of goods and services.
b) The Optical Superstore will use its best endeavours to deliver purchased goods within the timeframes set out above or as set out in our acceptance of your order. Events outside our control including but not limited to Force Majeure events may cause the delivery of an order to be delayed. Any delay in the delivery of products will not entitle the purchaser to cancel the order unless the delay exceeds 20 days from the date of our acceptance of the order.
c) The Optical Superstore is not liable for damages under any circumstances including but not limited to; direct or indirect damages, consequential damages, incidental damages, punitive damages, damages for loss of profit, revenue, goodwill or anticipated savings loss or corruption of data in any way whatsoever.

Force Majeure

The Optical Superstore shall not be liable for any delay in performing its obligations under the Terms and Conditions where the delay is caused by circumstances beyond the reasonable control of The Optical Superstore. The Optical Superstore will be allowed a reasonable extension of time for the performance of its obligations

Jurisdiction and applicable law

The Terms and Conditions of purchase shall be construed in accordance with the laws of Victoria, Australia. Any dispute arising from or related to the Terms and Conditions of Purchase shall be subject to the Victorian jurisdiction. If a provision of these Terms and Conditions is or becomes illegal, invalid or unenforceable that clause shall not affect the validity or enforceability of any other provision.

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