FAQs

Frequently Asked Questions

Account/Password

Delivery

Placing orders/Returns

Payment

Products

Prescriptions

Coupon/Points

Other

Account/Password

Q: What if I have forgotten my password?

A: Please go to our Reset Password page.

1. Enter the email address you registered with to request a password reset link.
2. You will receive an email from us with a link to reset your password.
3. The link opens a password reset form so you can create a new password.

Q: I can not login My Account with my email address and password.

A: Please double check if the email address is the one that you have registered with us. Please note our website is case sensitive.

Q: How can I change my account information?

A: After you have logged into My Account, you can change your account information (email address, password and more) through Account Settings on Dashboard.
You can not change your address for completed orders. If the matter is urgent, please contact us immediately for assistance.
We cannot change the shipping address if your order has already been packed and ready for dispatch.

Q: Where can I see my order history?

A: After you have logged into My Account, you can see all your previous order history through Order Status & History on Dashboard. When you use Reorder function, please double check your ordered items, prescriptions and delivery address are up to date.

Delivery

Q: How much is the shipping charge?

A: The shipping charge is AU$12.90 per order, regardless of location in Australia.
You will receive free shipping upon your purchase automatically when you place an order over AU$99.00 (no coupon code required).

Free shipping is subject to change without notice.

Q: How long will it take for my contacts to be delivered?

A: For stocked items, we will ship them within a few days, usually on the following business day.
For custom ordered items, it usually takes one week (in very rare cases it might take up to 4 weeks) to receive them from our suppliers.
You can find its availability status on each product page.
Our distribution centre will dispatch your order after they have acquired all your ordered items if there is any custom ordered item.
If your order contains more than 9 packs of product, it will be shipped in multiple packages. It depends on the size of the product.

Q: How can I track my order?

A: You will receive a Dispatch Information email after your order was shipped out.
You can track your order through the tracking page on the email or Track Your Order on My Account.

Q: What will happen if I am away when my order arrives?

A: If the package is still in the hands of the transporter, you can contact them and you may still be able to receive the package.

However, after a certain length of time, your package will be returned to the sender QUICKLENS.
If you find the shipping company has returned your order while you were away, please contact us via email we will re-send your order, but the additional shipping cost will be at your expense.

Q: Can I specify a specific date for delivery?

A: We are not able to control the delivery date directly, but you may contact the shipping company and ask them to deliver your order on a certain date.
We cannot guarantee that they will be able to accommodate your request.

Q: Do you offer any special delivery options?

A: We do not offer special delivery or rush shipments at this time.

Q: My package has been returned to the sender QUICKLENS because of an insufficient address/incorrect address or not been collected.
Can you re-send my package?

A: Please contact us via email. We will instruct you the necessary steps and will re-send your package after confirming the status of returning to the sender.

  • Additional shipping cost will be at your expense.
  • If more than one year passes since the date the order was originally shipped, we will not be able to re-send the order or issue a refund.
  • We do not take any responsibility in the cases where the orders have gone missing or been delivered to a wrong person due to insufficient /wrong address.

Q: Will I be definitely exempt from customs?

A: Goods valued over AU$1000.00 may be charged an Import Transaction Fee.
We have placed limitations on purchase quantity so that you will not be charged the ITF, but please note that any customs duty that may occur is at the responsibility of the purchaser.

Q: I haven't received all the items that I have ordered.

A: We split delivery when ordering more than 9 packs of products (packing/shipping up to 8 packs in one box).
It depends on the size of the product.

Placing orders/Returns

Q: How can I place an order through your website?

A: Click here to find out how to place an order.

Q: Can I purchase several different items at one order?

A: As long as orders match your latest valid prescription, you may choose to buy any kind of merchandise from our website.
Our distribution centre will dispatch your order after they have acquired all your ordered items if there is any custom ordered item.

Q: How many boxes can I purchase on each order?

A: You will be able to purchase up to 24 boxes on each order.
If your order contains more than 9 packs of product, it will be shipped in multiple packages. It depends on the size of the product.

Q: I haven't received a confirmation email yet. Has my order been placed properly?

A: When you have completed your order, you will receive a confirmation email from us.
If you do not receive a confirmation email from QUICKLENS within 1 hour after placing your order,

  • double check your registered email address is correct and your junk folder.
    (To ensure that you are able to receive important emails from QUICKLENS info@quicklens.com.au is in your safe contacts list.)
  • confirm your order status at Order Status & History through My Account.

If you still have a problem, please contact us via email.

Q: I made a mistake in my order. How can I correct my mistake?

A: Please contact us via email immediately to see if we can change your order.

In case your order has already been processed, contact us via email for us to instruct you how to exchange items.

  • we will ship you the correct items when we receive your returned items (incorrect order).
  • we only accept exchanges provided the goods have not expired and are in their original unopened packaging.
    Therefore check the sides of lens boxes (for your prescription) before opening.
  • additional shipping cost will be at your expense.

Click here for more details on our Return Policy.

Q: Can I change the quantity, exchange items or add items to my current order?

A: Due to our system difficulty, we will not be able to change the quantity, exchange the items or add item as each order has been processed.
We will not be able to combine different orders either.
Be sure to recheck and verify all your order details and information prior to submitting an order.

Q: Can I cancel my order?

A: Unfortunately once you have placed your order, we do not accept cancellations.
Please contact us via email immediately if you need further assistance.

Q: What kind of conditions apply for returns or exchanges?

A: We only accept returned items when:

  • You find a defective lens.
  • You find a damaged product during shipment.

You may exchange items in the following cases:

  • Your eye care provider gave you a new prescription.
  • You made a mistake when placing your order.

within 30 days from the dispatched date and return shipping charges will be at your expense (not for defective lens and damaged product).

Click here for more details on our Return Policy.

Payment

Q: What kind of payment options are available?

A: We accept Credit Cards (VISA, Mastercard, American Express and JCB), PayPal and Bank transfer.

Click here for more details on our Payment Options.

Q: I would like to pay by Credit Card, but is your website secure?

A: QUICKLENS securely handles your payment through the card payment system [World Pay].
[World Pay] is a subsidiary of The Royal Bank of Scotland Group, which provides international payment agency services and is an international financial services company with branches worldwide.

Q: Will I be charged a conversion fee when I choose Credit Card payment option?

A: We charge Australia dollars when you choose Credit Card payment. However this will be converted to overseas currency (as we are based overseas) and in rare cases, you will be charged some transaction fee. (This depends on your Credit Card company and your Credit Card contract.)
If you are not sure what policy for your Credit Card, the best way to avoid transaction fee is choosing Bank transfer to make your payment.

Q: Can I change the payment option from Bank transfer to Credit Card/PayPal payment?

A: You can not change your payment method to Credit Card/PayPal payment after completing orders.

Please place a new order by choosing Credit Card/PayPal payment as your payment method.
After 14 days, your existing order with Bank transfer payment will be cancelled if we do not receive bank deposit from you.
You will receive a reminder email from us but please simply ignore that email and your order will be cancelled automatically.

Products

Q: Do you sell plus lenses (+) for long sighted?

A: We do sell positive power lenses (+) but only for multifocal lenses.
We have no immediate plans to stock positive power lenses (+) other than multifocal lenses.

Q: Do you sell solution?

A: We have no immediate plans to stock solution.

Q: Can I trust the authenticity of your products?

A: We only sell 100% guaranteed authentic products on our website. Manufacturers apply strict standards to the manufacture of contact lenses.
You might find some of the package of the contact lenses are not exactly the same as you usually get from your optometrists.
This is because we mainly stock products for the Asian market or some for the European market.

Q: Where can I find the expiry date?

A: You will be able to find the expiry date as [EXP] on the package. We supply goods with the minimum expiry date of one year at least.
Due to receiving goods from several suppliers, there may be different expiry dates even if the item and prescription is the same.

Q: Can I exchange coloured contact lenses because the lens I purchased does not match the image on the website?

A: We will not exchange your contact lenses because they differ from the images shown on the website.

Click here for more details on our Return Policy.

Prescriptions

Q: Can I buy coloured contact lenses without a prescription as I don’t require eyesight correction?

A: Although you don’t require eyesight correction, you must consult your eye care provider for fitting and if

  • you are trying contact lens for the first time.
  • you have any allergies.
  • you do not understand how to handle contact lenses.

We are not responsible for any kind of difficulties which are caused by using contact lenses.
Please follow any instructions given to you by your eye care specialist.

Q: I don't know how to read my prescription.

A: Click here to find out how to read your prescription.

Q: Do I need a prescription to place an order?

A: Yes, you must have the latest valid prescription under the applicable provincial state laws.
We rely on you to ensure that your order is exactly the same as the prescription that was given by your eye care professional and that these lenses fit your eye comfortably.
Therefore we do not take responsibility for any medical problems which might occur.

Q: Where can I find my prescription data?

A: For customers currently using contact lenses.
Your contact lens box contains the information you need such as power, diameter and base curve.
For new users or customers who do not have their contact lens boxes.
You need to use the latest valid prescription provided by your eye care professional.
Once you have purchased lenses, you can find the necessary data on your prescription or contact lens boxes and use that for future orders.

Click here to find out further.

Q: Are [PWR] and [BC] different for each manufacturer?

A: Because of global standards, all manufacturers must use the same notation for [PWR] and [BC].
However, lens size, thickness, design and processing methods are different depending on the brand and the manufacturer.
(If your contact lenses have been prescribed for astigmatism, your view will be different depending upon the manufacturer.)
We strongly suggest having your eyes checked as directed by you eye care professional and following his/her guidance on lens selection.

Q: Can I use contact lenses if the [DIA][BC][PWR] is slightly different from my prescription data?

A: We strongly suggest having your eyes checked as directed by your eye care professional and only with his/her agreement should you use lenses with different [DIA][BC][PWR].

Q: There is [D] or [SPH] on the box. What does that mean?

A: [PWR][D][SPH] represents the visual correction such as -1.00, -7.50 and -9.00. It depends on the lens manufacturer.
Please enter the number of [D] or [SPH] on [PWR] column when you place an order.

Click here to find out further.

Q: How are the left and right lenses different?

A: There is no distinction between the left and right sides of the lens product itself. When wearing a lens, check the prescription of the box before wearing it.
If you are prescribed Mutifocal lenses, your eye care professional might prescribe [D](dominant eye) or [N](non-dominant eye).
Please be careful of your correct prescription when ordering.

Q: Do I need to have my eyes examined before purchasing contact lenses?

A: Yes, contact lenses are medical devices and your eyes must be examined by a certified lens care professional before purchasing our merchandise.
Additionally, you need to follow the manufacturer’s instructions and any guidance/instructions given to you by your eye care professional.

Q: Do I need to have my eyes examined periodically?

A: Yes, we strongly suggest having your eyes checked periodically as directed by your eye care professional.
Periodic inspection is necessary to check whether the contact lens and prescription are still correct or if there is no abnormality in the eyes.
If you have any abnormalities or discomfort in your eyes, please seek medical attention immediately.

Coupon/Points

Q: Can I wear contact lenses continuously?

A: Extended wear contact lenses are designed to be worn for multiple days and nights but it depends on your eye care professional's recommendation.
For non extended wear fortnightly or monthly contact lenses (reusable contact lenses), you must remove the lenses for cleaning with the appropriate solution each day.
Please follow your eye care professional's guidance and instructions to wear and handle your contact lenses properly.

Q: Where can I find coupon codes?

A: Coupon codes are periodically announced in our news letter, our Facebook, via Twitter, Website and other different channels.
To find out about the codes please follow or visit us on said places.
We also announce exclusive offers for subscribed customers.
The best way to avoid missing out on our good deals is to subscribe to receive our emails.

Q: Can I use multiple coupon codes with one order?

A: No. You can only redeem one coupon code with each order (valid only once).

Other

Q: How can I redeem coupon codes?

A: Enter your coupon code into the "Payment Method Selection" section's input box.
Payment Method Selection page appears after proceeding with your order to checkout via "Shopping Cart".
Discount will be displayed in the final payment overview.

Q: My contact lens seems to be defective. What should I do?

A: Please remove the lens immediately and contact us by using the inquiry form with your name, order ID, the lens data of your defective lens and how the lens is defective.
We will instruct you where and how to send back the defective lens. Please DO NOT throw your defective lens away.
QUICKLENS will not replace defective lens unless the defective lens is returned to us as we must inspect the defective lens.
Be sure to include the lens blister package (even if opened) when you return defective lens to us.

Q: How can I contact you?

A: Please contact us through the inquiry form. We do not have a call centre at this stage.
Our customer support aim to reply to your inquiry within 3 business days. The customer support centre is only available on business days.

Q: Is your website secure?

A: Our website has adopted the latest Secure Socket Layer (SSL) protocol and uses encrypted communications technology.
This security system protects your personal information from unauthorized access, as long as your browser and local network support the use of encrypted data.
Our website uses SSL and is compatible with most modern browsers. Click here for more details.

Q: What is your Privacy Policy?

A: Our Privacy Policy is intended to protect your privacy and to ensure that your personal information is handled in a safe and reasonable manner.
We will not sell or otherwise provide your personal information to a third party, or make any other use of your personal information, for any purpose which is not incidental to your use of this website.
For the avoidance of doubt, personal information will not be used for any purpose which a reasonable person in your position would not expect.
Click here for more details.

Q: Do you issue a receipt? What information does it contain?

A: Our standard receipt that is enclosed with the delivered goods states customer name, purchase information (i.e. a breakdown of the total amount charged), payment method, and details of the products purchased (product name, prescription of each product, quantity, unit price and total price of each product). Please note that we do not issue or reissue receipts to comply with an insurance company’s specific requirements related to the content of receipts as part of the processing of a claim for an insurance rebate.

Q: Do you have a provider number to claim off my private health insurance?

A: Unfortunately, we do not have a health provider number as we are an overseas based company.
Although, we try to provide the cheapest price and a high level of service in Australia.