Shipping policy
Australian orders
1 - Timing
We use Australia Post to deliver your lenses to you and aim to have all contact lens orders delivered within 5-7 business days for metro regions and 5-10 days for regional locations, for standard lenses. Orders that contained different manufacturer products will arrive in separate packages.
We aim to deliver products to you to the address you provided at checkout, within these time frames. However, from time to time our delivery partners will experience delays outside of our control. For updates on delays, please visit the relevant delivery partner’s website or refer to the tracking information provided as part of your order confirmation process.
Where possible, we endeavour to keep you informed of any delays to your order. Your order status can be checked at any time by logging into your account. If your order has not arrived as expected, please check your order status online prior to contacting us via Contact Us.
2 – Fees
Shipping fees will be applied at the time of order. Adding and removing items from your cart may affect the shipping fees for your order.
3 – Delivery
Delivery of contact lenses from Chemist Warehouse Optometry is to customers within Australia only. For all orders, your items will be packaged in plain, unmarked boxes for privacy and security. Your order may be delivered directly from our supplier (Johnson & Johnson, Coopervision, Alcon or Bausch & Lomb).
For any other issues regarding your order, please Contact Us.
4 - Returns
4.1 - Change of mind
If you have changed your mind about your order, Chemist Warehouse Optometry will offer you an exchange or refund if it meets all the requirements of our Refund Policy.
Where an item is eligible for a refund, we will refund the price of the item via your original payment method. Shipping costs for the order and return cannot be refunded.
Online orders must be returned by mail only to the address provided to you when your return is approved.
To start this process please follow the returns process by visiting Contact Us and selecting ‘Return Request’ in the drop-down menu.
4.2 - Faulty or damaged goods
If the item you have received is faulty or damaged, please follow the returns process by visiting Contact Us and selecting ‘Return Request ’in the drop-down menu. Ensure that you provide as much detail as possible about the fault – this will help our team process your return in a timely manner.
If the item is confirmed to have a defect, we will refund the price of the item as well as any shipping costs to your original payment method. If the item is damaged when you receive it, once we are notified and approve a refund, you will be refunded the price of the item and any shipping costs to your original payment method, as appropriate.
4.3 - Item is incorrect or not what I expected
If the item you have received is significantly different to what was shown or described, not fit for its intended purpose, or the wrong item, please follow the returns process by visiting Contact Us and selecting ‘Return Request’ in the drop-down menu. Ensure that you provide as much detail as possible – this will help our team process your return in a timely manner.
If the item is confirmed to be inconsistent with what was shown or described, or unfit for purpose, we will refund the price of the item as well as any shipping costs to your original payment method.
If you have received the wrong item, we will exchange the item for the item you originally ordered or provide a refund as appropriate, and we will cover the shipping cost.
4.4 - Incorrect delivery address entered at checkout
Your order is processed as soon as it is received, so it may not be possible to update your address. Please contact Contact Us to determined if we are able to arrange re-delivery. We may pass on any costs we incur as a result of the change in delivery instructions.
If a parcel is returned to us because of an incorrect delivery address and a new delivery address is requested, you will be required to cover any additional shipping costs to resend the parcel.