COVID-19 FAQs


Health & Saftey

Are contact lenses safe to wear in the current environment?

It is safe to continue to wear your contact lenses during the COVID-19 pandemic, as long as you are in good general health. Before handling contact lenses, including touching your eye, it is important to practise good personal hygiene, washing hands with soap and running water. If soap and water are not available, the best alternative is to use a 60% alcohol hand sanitiser. Our Optometrists recommend extra attention should be given to the tips of your fingers and thumbs when touching your contact lenses.


Should I wear contact lenses if I have flu like symptoms?

Any persons experiencing cold and flu or COVID-19 symptoms should refrain from wearing contact lenses until at least 24 hours after their symptoms have ceased. If you are unwell there is a risk of microorganisms spreading to your contact lenses. You may also have a reduced immune response while fighting an infection and this may increase the risk of contact lens related inflammation.


What if I ordered a pair of glasses before lock down, are they available now?

Most orders prior to lock down have been delivered to stores and through alert level 3 customers were contacted for a direct to home delivery arrangement. If you have not been contacted, please reach out to your local OPSM Store.


Do we have a repair service for faulty or broken frames recently purchased?

It’s best that you visit your local OPSM store to see how they can assist you. OPSM guarantees for a period of twenty-four months from the date of purchase against all manufacturing defects.


As some of your products are shipped from China, how safe is this and what quarantine measures have you put in place before receiving in Australia?

We’ve implemented vigorous cleaning protocols to minimise contaminants in the factories where our products are made, our distribution centres, our stores and our company workplaces. Visit here for more information.


Will online orders be delayed, and what safety measures are in place for online orders?

We do not foresee any delays with contact lenses ordered online, however we are experiencing some delays with our frames and lenses. We’ve implemented vigorous cleaning protocols to minimise contaminants in the factories where our products are made, our distribution centres and our company workplaces.


What measures are you putting in place for non-contact delivery services? Are your delivery drivers practising hygiene and social distancing?

As OPSM online orders are delivered by TOLL and DHL, please see their responses below:

For all TOLL deliveries, in order to protect both TOLL staff and customers as much as possible, they will no longer require signatures for the majority of their deliveries.

To assist DHL customers who do not wish to sign on scanners or on paper due to social distancing, beginning Monday March 23rd, they will temporarily enable the Signature Release option for all business-to-consumer (B2C) shipments on our On Demand Delivery platform. Receivers whose shippers already permit Signature Release will continue to receive the same delivery experience they’ve always had.

Please note the following important rules we always follow for Signature Release:

• Shipments keep the signature requirement, unless the receiver authorizes release using On Demand Delivery

• DHL stores an electronic record of the release authorization, including name, date and time

• Signature Release does not mean DHL will “just leave it.” The receiver must authorize the release using On Demand Delivery. If there is no release authorization, we will always attempt to get a signature.

• In cases where the receiver does not choose Signature Release prior to delivery, but still does not want to sign on the scanner, our couriers will temporarily offer a non-contact alternative.


What are you putting in place for your home delivery services? Are your delivery drivers practising hygiene and social distancing ie. mine just came to my door and handed me my package?

As OPSM online orders are delivered by TOLL and DHL, please see their responses below:


For all TOLL deliveries, in order to protect both TOLL staff and customers as much as possible, they will no longer require signatures for the majority of their deliveries.


To assist DHL customers who do not wish to sign on scanners or on paper due to social distancing, beginning Monday March 23rd, they will temporarily enable the Signature Release option for all business-to-consumer (B2C) shipments on our On Demand Delivery platform. Receivers whose shippers already permit Signature Release will continue to receive the same delivery experience they’ve always had.

Please note the following important rules we always follow for Signature Release:

• Shipments keep the signature requirement, unless the receiver authorizes release using On Demand Delivery

• DHL stores an electronic record of the release authorization, including name, date and time

• Signature Release does not mean DHL will “just leave it.” The receiver must authorize the release using On Demand Delivery. If there is no release authorization, we will always attempt to get a signature.

• In cases where the receiver does not choose Signature Release prior to delivery, but still does not want to sign on the scanner, our couriers will temporarily offer a non-contact alternative.


If you are not happy with the delivery service, you can refuse the delivery and contact our Customer Care team to arrange your package to be redelivered. We are working closely with our delivery partners and will follow-up any feedback if you don't believe your packages have been safely handled.


Is there another essential service we can get glassess completed through? I need these urgently.

Your visual wellbeing is important to us. Please contact your local OPSM store and the team will be able to see how best they can help you. We offer tele-optometry services and also offer delivery services direct to your home. If you are suffering an eye health emergency, a sudden loss of vision, or injury to the eye, please visit the emergency department of the nearest public hospital.


I'm an essential worker and need an eye-test, new glasses, frame repair, new contacts, emergency/acute eye care...can you help!

The current situation with COVID-19 pandemic means that we need to make some short-term changes, we apologise in advance for these. We do anticipate that we will have eye test services available as soon as the relevant government authorities allow this. If you are suffering an eye health emergency, e.g. sudden loss of vision, or injury to the eye, please visit the emergency department of the nearest public hospital.




Orders

My office is closing, how do I change delivery address for an online order?

If you need to change the delivery address of your online order, there may be a few options available to update the address:

1. Order placed but not yet shipped: contact Customer Care to change your delivery address.

2. Order already shipped with DHL (for sunglasses and frames): you will be able to update this yourself once you receive the shipping text message from DHL.

3. Order already shipped with TOLL (for most contact lenses): unfortunately, you will not be able to update your delivery address.

If you urgently need your next order of contact lenses, you can submit a new contact lenses order online or call your nearest OPSM store in Australia. For New Zealand customers, please contact Customer Care.


How can I continue to order my contact lenses online if I can't complete an eye exam?

Ideally you should have an eye test at least once every 12 months to maintain your eye health and to review your prescription. Contact lens technology is constantly evolving so it is worthwhile upgrading your contact lenses on a regular basis.

If you're unable to come in for an eye test, we can provide contact lenses based on your previous prescription, if we have it on record, or if it is available from another provider. If your prescription is out of date, we can supply contact lenses based on your clinical records, subject to the approval of one of our Optometrists. You can order contact lenses online with free delivery and free returns.


Should I order more contacts if advised to self-isolate? Will you run out of stock?

OPSM do not foresee any issues with our supply of contact lenses, however it is a good idea to have around 3 month’s supply. You can shop online for all your contact lens needs. We offer free delivery and free returns on all online orders.


How can I order my contact lenses refill?

You can shop online for all your contact lens needs. We offer free delivery and free returns on all online orders.


I usually get an automatic refill of my contact lenses in-store, will this continue?

You can shop online for all your contact lens needs. We offer free delivery and free returns on all online orders. We also offer a subscription service so you can select the frequency you'd like to receive your contacts and they will be automatically sent to you.


I need a copy of my receipt in order to make a health fund claim? Can you send this to me?

For all online orders, a copy of your invoice is sent to your email account. You can also contact our Customer Care team for a copy to be resent.


For all in-store purchases, you can contact your local OPSM store and our team can email a copy of your receipt.


I need a copy of my receipt in order to make a health fund claim? Can you send this to me?

For all online orders, a copy of your invoice is sent to your email account. You can also contact our Customer Care team for all in-store and online receipts to be resent.


Will you be extending your warranty policies if we're in isolation?

We will extend our warranty by the period of time we are closed, for example if our stores are closed for two months, our 24 month warranty will be extended to 26 months. Please be aware that your rights and remedies under Australian and New Zealand Consumer Law continue to apply.


Are you providing financial measures for your customers who may have lost their job or having difficulty paying their monthly payments?

Every customer situation is different, we are sympathetic with the sudden changes in circumstances. If anyone finds themselves in financial hardship, then please reach out to the Vision Plan team who will be able to assist in discussing your options. Free call on 0800 889 908.


I've just made arrangements for glasses to be on Vision Plan in the weekend, how are we expected to pay this if our glasses will not be received until the stores reopen?

If you have recently entered a Vision Plan and are yet to receive your glasses, your repayments will be put on hold until you are able to pick them up in store. Please contact the Vision Plan team on0800 88 99 08 and one of our friendly team members will arrange this for you.


With the current situation can we refund gift cards?

Unfortunately, our gift card program is managed by a third party and as such we are unable to offer refunds on gift card purchases (as stated in our gift card terms and conditions on the back of the card). Gift cards are valid for 3 years, if you have any questions please contact Customer Care.



Click here to read the latest updates from OPSM about COVID-19