Frequently
Asked
Questions

Delivery

How much does shipping cost?
Shipping is FREE for sunglasses, frames, contact lenses, gift cards and accessories in Australia & New Zealand. Free delivery online offer is subject to change at any time without prior notice. This offer is only available online and is valid for Standard Delivery within Australia & New Zealand.

How long will it take for my delivery to get to me?
Delivery times can be found under the ‘add to cart’ button on the product detail page.

How long does delivery take during sale periods?
Please be aware, during peak sale periods it may take additional time to get your order to you.

Can I track my order?
Yes, to track your order, sign in to Your Account or check your shipment confirmation email for tracking details. Here you can see your latest purchase. The ‘Order Status’ will initially be ‘Processing’ after you place your order, but will change to ‘Shipped’ once your order has been dispatched.

How do I track my delivery?
Once your order has shipped, sign in to Your Account and proceed to ‘Purchases’. Click on the details button next to the order you wish to track. A link will show which reads ‘Track your order’. Click on the link to view the status of your order.

What happens if my parcel is lost?
If you believe your parcel has been lost, please contact our Customer Care team.

Why have I only received part of my order?
Sometimes the items you have ordered are stored in different locations. To get your order to you as soon as possible, we often dispatch the items separately. The remainder of your order should be with you shortly, however, you can always reach out to our Customer Care team, who will be able to assist you further.

What should I do if items are missing from my order?
If you receive your order and find that something is missing, please contact Customer Care on 1800 626 300 (Australia) or 0800 444 539 (New Zealand). Alternatively you can contact us via email.

Do you ship internationally
At the moment, OPSM ships to Australia and New Zealand only.

Do you deliver to PO boxes?
Yes, OPSM delivers to PO boxes.



Returns

  • Item(s) must be returned within 30 days of purchase (unless defective).
  • Refunds will be issued in the same form as your original payment method.
  • Customers bear the risk of loss for all items shipped to OPSM until OPSM accepts and receives the delivery from Australia Post or New Zealand Post.
  • Item(s) can either be returned in store with a valid proof of purchase, or via post using the complimentary returns label.
  • For items returned in store, please allow for an additional 3-5 days for the refund to be processed.
  • For items returned in via post, please allow up to five days transit time in addition to the 3-5 days for the refund to be processed.
  • Item(s) must be returned within 30 days of purchase (unless item is defective).
  • Item(s) must be returned in original condition with original packaging (unless item is defective).
  • Item(s) must have all tags and stickers attached.
  • Refunds will be issued in the same form as your original payment method.
  • Customers bear the risk of loss for all items shipped to OPSM until OPSM accepts and receives the delivery from Australia Post or New Zealand Post.

Contact lenses may only be returned if defective, please see our warranty for further information. Contact lenses are not exchangeable or refundable once seal has been broken (unless defective).

A prepaid returns shipping label and returns form are included with all OPSM online orders. Fill out the returns form, repack the item(s) in the original packaging ensuring it is properly protected from damage, and post. Items must be returned in their original condition (unless defective). For contact lens returns, boxes must be unopened (unless defective).

To qualify for free return shipping for change of mind, your return must arrive at the OPSM Customer Care Centre within 30 days of the purchase date. Please allow up to 5 days transit time.

If you made the purchase using Afterpay or Paypal online, please be aware that any refund amount will be processed back to the original payment type. If you used Afterpay, any future payment instalments will be cancelled and all previous payments will be refunded to your linked card.

Note, only Complete Pairs can be returned in store. All other items purchased online must be returned by post with the complimentary returns shipping label.

If you change your mind or you’re not happy with your purchase, you can return the item(s) to any of our stores within 30 days of purchase for an exchange or full refund. Items purchased in store cannot be returned online.

If you used Afterpay to make the purchase in store, any refund amount will have to be processed back to Afterpay. Any future payment instalments will be cancelled and all previous payments will be refunded to your linked card.

Contact Customer Care and they will email you a new returns form.

We will process your refund within 7 business days of receiving your return. Please bear in mind that depending on your financial institution, funds may take a few extra days to be available into Your Account.

Yes, if the item is in its original condition and if the terms and conditions of the sale do not state otherwise, or if the item is defective. If you need to return a defective item please Contact Customer Care.

If the item(s) you are returning are defective, you may have additional statutory rights under the Australian Consumer Law and other laws includng the Consumer Guarantee Act (New Zealand). Please contact the OPSM Customer Care Centre to report the defect and they will guide you through the returns process.



Eye Tests

The Classic Eye Test is bulk billable for eligible Medicare card holders and services. For OPSM’s Essential, Essentials Plus, Essentials Premium and Total Care Packages, gap payments apply for a portion of the fee that cannot be bulk billed to Medicare.

OPSM eye test costs vary according to the type and complexity of test taken. You can view a range of prices on our Eye Test Packages page or contact your nearest store using our Store Finder.

Please contact your OPSM store directly using our Store Finder OR go to our Contact Us page to get in touch by email or phone, giving us details of the store, date and eye test time, along with your preferred time and date options if you are rescheduling.

Please call OPSM customer care toll-free on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).



Eye Tests History

We try to automatically match your data when you first sign in to Your Account, if this has not worked, please go to Your Account and click on 'Eye tests' in the menu. You will see a link asking you to 'complete your profile', please click on this and enter your details. If further assistance is required, please Contact our Customer Care team on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).

In your online account, eye test history dates back to 2012. For access to your eye test history pre 2012, please contact your nearest store. You can locate an OPSM store using our Store Finder.



OPSM Subscription Value Plan

The OPSM Subscription Value Plan is an easy way for you to get the best price on your contact lenses, as well as a hassle-free refills automatically delivered when you need them next, until your prescription expires. You can manage your subscription details, reschedule your delivery or cancel your OPSM Subscription Value Plan in Your Account at any time.

Here's how it works:
1. Select your contact lenses and enter your personal prescription details.
2. Select the quantity of boxes you would like delivered with each refill.
3. We will calculate your delivery frequency based on your initial order quantity and will automatically deliver refills until your prescription expires. You can also cancel or reschedule your subscription at any time, there are no minimum contracts.

Terms and conditions apply.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'manage subscription' button. This will take you to the details page that will display your prescription details. Click on 'update prescription expiry, enter your details and save changes. Please ensure your prescription is current and valid. If your prescription expires, you can always book an eye test with us today.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'Manage subscription' button. This will take you to the details page that will display your refill date & frequency. Click on the 'Change refill date or frequency link', update to your preferred date/frequency and save changes.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'Manage subscription' button. This will take you to the details page that will display your delivery address details. Click 'Change delivery address', you can then select a pre-existing address that has been saved to Your Account from the dropdown, or you can select 'Add a new address'. Enter your details and save changes.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'Manage subscription' button. This will take you to the details page that will display your payment details. Click on 'Change payment methods', you can then select a pre-existing card that has been saved to Your Account from the dropdown, or you can select 'Add a new payment method'. Enter your details and save changes.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'manage subscription' button. This will take you to the details page that will display your subscription details. Scroll down to the bottom of the page where you will see the 'cancel subscription' link, click on it and confirm cancellation.



Prescription Glasses

A Complete Pair refers to a pair of glasses or sunglasses, with presciption lenses.

PD refers to the pupillary distance - the space between the centres of your pupils. This number tells the lab where to put the optical centre for your glasses.

Ask your Optometrist to note this on your prescription, or measure your PD by following the instructions provided on the prescription verification page whilst checking out.

You can provide your prescription in three ways:
1. Upload a soft copy of your script;
2. Import a soft copy from your existing OPSM account; or
3. Input a new prescription within your OPSM account


After checking out, you will have an additional five days to upload a valid prescription. After this time, the order will be cancelled and refunded.

A valid prescription should contain:
(1) Issue date and expiry date
(2) Practitioner name
(3) Practice name and location
(4) Prescription details
(5) Whether the prescription is for spectacles or contact lenses

Contact Lens and Glasses prescriptions are not the same and cannot be used interchangeably. If your existing prescription has expired, or you need a new prescription, please book an eye test at your nearest OPSM store.

Currently we offer Single Vision and frame only purchases online. If you have a progressive prescription, visit your nearest OPSM store where our frame fitting specialists will be able to assist you.

Our lens panel is designed to guide and educate you through the process, on purchasing the right pair of Prescription Glasses for your lifestyle and needs.

It's important to us that you feel confident through the process. If you need additional assistance whilst placing an order or after, you can contact Customer Care on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).

It all depends on the prescription and frame combination. We recommend High Index and Ultra High Index lenses for stronger prescriptions.

In some cases, the lens and frame combination will not be possible to manufacture. In the event that we cannot manufacture your Prescription Glasses, we will notify you as soon as possible.

If you would like extra assitance whilst purchasing, we recommend reaching out to one of our helpful Customer Care agents on 1800 626 300 (Australia) or 0800 444 539 (New Zealand), or visit one of our stores.

In some cases, the lens and frame combination will not be possible to manufacture.

If you have already purchased your Prescription Glasses, we will notify you as soon as possible and provide you with a refund. If you would like further assistane, we recommend reaching out to one of our helpful Customer Care agents, or visiting one of our friendly frame fitting specialists in store.

OPSM offers lifetime complimentary fitting and adjustments, available in all our stores.

To ensure that we can serve you in the right way, please kindly bring a copy of your proof of purchase with you and we’ll be happy to provide you with in store assistance.

To help you feel confident when purchasing your Prescription Glasses, we offer complimentary fitting and adjustments in-store.

Should you decide they are not quite right for you, return them within 30 days of purchase and we'll give you your money back*. Simply bring your Shipping Confirmation Email into store, or use the pre-paid shipping label to return the item via post.



Shopping online with OPSM

Placing an order is easy! Add the item(s) you want to purchase to your cart, and click the ‘Checkout’ button. Sign in with your login details or alternatively click the ‘Next’ button if you would prefer to checkout as a guest. Enter your details and delivery instructions and click ‘Next’. Check the summary and once you are happy with your order, select your payment type and enter payment details. Click ‘Place Order’ to complete your order. You will receive a confirmation email once your order has been successfully processed. Record your order number for future reference if you do not have an OPSM account.

For your convenience, you can click the search icon found at the top right of every page on our website to search for a specific item. Simply enter the brand, model number or name to find the item. Alternatively, you can view our entire product range and filter by brand, colour, frame shape and many other attributes to find what you are looking for.

If you would like to cancel your order, contact our Customer Care team on 1800 626 300 (Australia) or 0800 444 539 (New Zealand). If the order has already been dispatched, simply return the item(s) you no longer want in the original packaging within 30 days and we will give you a full refund.

If you would like a copy of your receipt or invoice, please Contact Customer Care and our friendly staff will be able to generate one for you.

If an item appears on the website but is listed as out of stock, it is likely that we will be getting more stock in the future. If you are searching for a specific model and you don’t see it on the OPSM website, call our Customer Care team and they can initiate a store wide search to see if we currently stock the item or will have it.

If you have placed an online order previously and would like to an identical order again, either sign in to Your Account, or Create an account, click on 'Purchases'. Click on the 'details' button next to the order you would like to place again, at the top of the page you will see the re order button which will take you to the checkout.

To view your online and in store purchases with OPSM, select Your Account, or Create a new account. Click on 'Purchases' in the left-hand menu to see the orders you have placed. To view the order details, click on the 'Details' button beside the order.

In your online account, purchase history dates back to 2012. For access to your purchase history pre 2012, please contact your nearest store. You can locate an OPSM store using our Store Finder.

We try to automatically match your data when you first sign in to Your Account , if this has not worked, please go to Your Account and click on 'Eye tests' in the menu. You will see a link asking you to 'complete your profile', please click on this and enter your details. If further assistance is required, please contact our Customer Care team on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).

OPSM knows that you care how information collected about you is used. The OPSM Privacy Policy explains how we protect your privacy. OPSM reserves the right to amend its Privacy Policy from time to time. Changes will be effective immediately upon publication and will be notified on the website.



Discounts and Promotions

To see what discounts your health fund may offer, check out our Health Funds page.

We can process health fund rebates on the spot for you in store. All you need to bring is your current health fund card. For online purchases, you will need to contact your health fund provider to claim your rebate.

If you have an online promotional code, you can enter it in Your Cart before you finalise your purchase. Under the ‘Product Details’ heading you will see a list of your selected item(s). At the end of the list you will find a check box that reads ‘Do you have a promo code?’ Tick the box and enter the code.



Gift Cards and Gift Options

To purchase a gift card online click here and then select the value of the gift card you wish to purchase from the drop down menu. Gift card denominations available to purchase online are $25, $50, $100, $150, $200, $250 and $500.

You can also go to any OPSM store to purchase a gift card. Find your nearest store with our Store Finder.

Not yet, but you will be able to in the near future! To redeem your gift card, visit one of our stores. You can locate your nearest store with our Store Finder.

Gift cards are valid for 3 years from the date of issue. You can check the expiry date on the back of your gift card.

To confirm the balance remaining on your gift card, or for any other gift card related enquiries, call the gift card help desk on 1300 553 380 (Australia) or 0800 733 747 (New Zealand). The gift card help desk is available Monday to Sunday from 7am to 9pm.

Please treat your gift card like cash. Lost, defaced or stolen cards cannot be replaced or refunded.

No, unfortunately we do not offer any gift wrapping services for online purchases.



Payment Options

At OPSM we want to make your shopping experience in-store & online as seamless as possible. We accept all major credit cards including Visa, Mastercard and American Express. We understand the importance of protecting your personal information and credit card data. OPSM uses Transport Layer Security (TLS) to encrypt your data, including credit card and personal information, to ensure a safe and secure shopping experience online.

We accept PayPal for online purchases at OPSM. To pay securely with PayPal, simply choose PayPal at checkout and you’ll be redirected to the PayPal website to log in or create an account.

Read the Paypal terms of use here.

Available online only.

Shop now, pay later with Afterpay in-store and online at OPSM.

Check out securely online with this convenient payment option available for Australian residents over the age of 18. At checkout, choose Afterpay as your payment method and you’ll be redirected to the Afterpay website to log in or create an Afterpay account, with an instant approval decision. Your purchase will then be split into 4 payments, payable every 2 weeks!

Afterpay is available as a convenient payment option in-store, too! After you have chosen your items in-store, download the Afterpay app via the App store or Google Play, instantly create your account, tap the ‘card’ tab and follow the prompts in the app to set up the Afterpay Card in your digital wallet. You can now activate the Afterpay Card in the app and simply pay using Apple Pay or Google Pay.

Learn more on the Afterpay website.

Read the Afterpay terms of use here.

Available in-store & online.