FAQ

Frequently Asked Questions

Please click on the headings below for answers to FAQs

Navigating this site is designed to be easy and straightforward. Clicking on the Specsavers Contact Lenses logo will take you back to the home page. Both the top horizontal and left hand side menus let you search for your chosen products by clicking on brand or style, plus there is a complete list of our contact lens products at the base of each page.

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Save with our online contact lens store

At Specsavers, we continuously strive to bring you the best pricing possible for all our products. That's why we compare our pricing to the industry benchmark to ensure we are bringing not only the best contact lens products on the market, but also at the best prices. All our prices are compared to the Recommended Retail Price in the latest EyeTalk issue, where appropriate. Shop with confidence that we are bringing you our best prices possible, everyday.

Finding your contact lenses

We currently stock contact lenses by Ciba Vision, CooperVision and Johnson & Johnson as well as the full range of Specsavers easyvision lenses. If you can't immediately find your current lenses, click on the 'Clinical equivalents' link in the left hand menu to see whether we stock them under a different name. If you still can't find your required products, please e-mail us at [email protected] and we’ll be pleased to advise you.

Save money with Specsavers easyvision lenses

The Specsavers easyvision range is produced for Specsavers by some of the World's leading brand manufacturers. In many instances, we can offer an identical lens to the branded manufacturer's product to the exact same quality and specification but in our own box and at lower cost. Where this option applies, you will see an "also sold as Specsavers easyvision..." link appear on the product detail page. Just follow this link and order accordingly and you will receive clinically identical product to the manufacturer's brand and save money.

Do I order in pairs of lenses or as single lenses?

You order single lenses 'per eye'. When you choose your lenses, the site will display the quantity of lenses that are available for purchase and the an estimate of the time period that they will cover, based on usual wear - for example; in the case of daily disposable lenses "1 box/1 months supply/30 lenses" or "1 box/3 months supply/3 lenses" in the case of monthly disposable lenses.

What about aftercare?

Looking after your eyes is our highest priority. Matching the right product to your needs is made easy at Specsavers with over 300 stores across Australia and New Zealand. Our experienced Optometrists can help you should you require an eye examination, within 6 months from the date of your contact lenses purchases at no extra cost to you.

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Looking after your eyes is our highest priority. Matching the right product to your needs is made easy at Specsavers with over 300 stores across Australia and New Zealand. Our experienced Optometrists can help you should you require an eye examination, a contact lens script or an aftercare check up. This will ensure that you have a valid prescription for the contact lenses that are best suited to your eyecare requirements.

Can I use my glasses prescription to buy contact lenses?

No. In order for contact lenses to fit correctly you need to specify the correct diameter and base curve (plus other values for toric lenses), not just the power/ sphere. If you've never worn contact lenses before we will be pleased to arrange a contact lens fitting at your nearest Specsavers Optometrists store at no extra cost to you. Click here to book an appointment.

How do I get my contact lens prescription?

If you don't have a copy of your prescription, ask the optometrist who issued your contact lens prescription - they are required by law to provide it to you.

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How do I place an order?

Buying from Specsavers online store only takes a few minutes. Click on one of the contact lens category buttons on top navigation bar or the left hand side of the screen to find your lenses. Select the product you want and you'll be shown a product detail page where you enter the quantity of lenses you require and your prescription details for each eye. Then add them to your shopping basket. At any time you can view your basket and remove items, or you can select from other categories and add more lenses. When you've finished shopping, go to the checkout and all the details of your chosen products will be displayed along with any promotional discounts or delivery charges that may apply. Then, select your preferred method of payment and follow the on screen instructions via our secure payment gateway. Assuming your payment is approved, you will be taken to an order confirmation page where you can print a copy of your order. Please note: Specsavers do not hold, store or retain your payment details - all we keep is the first and last 4 digits of your credit or debit card in the event of any queries and to make it easier for you to re-order in the future.

Do you charge for delivery?

Yes, unless otherwise stated. Delivery charges are shown in your shopping basket before you confirm your order.

Do I need to register?

No, you do not need to register to purchase from this website. However, setting up an account will mean you can place your orders quicker and track your order status online.

If I register now, can I change my details later?

Yes. You can update your details at any time by going to Login, Manage My Account and editing your details.

How secure are my payment details?

Very secure. We do not process your payment on this site; our checkout is a specialist externally hosted payment gateway which authorises the payment directly with your bank or credit card provider. Specsavers do not hold, store or retain your payment details - all we keep is the first and last 4 digits of your credit or debit card in the event of any queries and to make it easier for you to re-order in the future.

Is this a secure site?

Yes. Our secure socket layer server (SSL) is the proven industry standard and is among the best software available today for secure e-commerce transactions. It encrypts all of your personal information so that it cannot be read as the information travels over the Internet.

Express Reorder

Express Reorder allows you to quickly and easily place an order via the website based on a prior purchase. To use Express Reorder you must have a previously placed order.

How do I use Express Reorder? After you have logged into the Website, click the Express Reorder button in the top right corner of the screen. Your Express Reorder, delivery address and payment details will default to the last order you placed online.

Can I change my Express Reorder?

You can select any prior order to Express Reorder, saving you the hassle of adding products to your basket.

How do I change my payment/delivery details for my Express Reorder?

Below your Express Reorder basket, details of your last payment method and delivery address will be shown. An alternative address/payment method can be selected from those existing in your address book/wallet or you can add new details at this point.

How do I know my order has gone through?

You will receive an order confirmation email once your payment has been successful. If for some reason the payment is unsuccessful you will be asked to either select another card from your wallet or add a new card.

What happens when my card expires?

If you try to complete and Express Reorder with a card from your wallet that has expired, you will be prompted to select an alternative card from your wallet, or add a new one.

What happens if my prescription has expired?

You will be sent an email regularly to ensure that your prescription is still valid. Don't forget, you can go to your nominated Specsavers store for an aftercare check up which is at no extra charge to you.

What happens if they payment doesn't go through?

You will be notified if the payment is unsuccessful and asked to select a different card from you r wallet or add a new one.

How do I create an account?

Your account can be created after your first purchase. Once you have completed your order, you will be prompted to enter a password. This will automatically set up your account with all the details from your order. Note - you cannot set up an account without making a purchase.

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Do I need to register?

No, you do not need to register to purchase from this website. However, setting up an account will mean you can place your orders quicker, track your orders online and receive news about promotions.

If I register now, can I change my details later?

Yes. You can update your details at any time by going to Login, Manage My Account and editing your details.

How do I repeat my last order?

After you have logged into the Website, click the Express Reorder button in the top right corner of the screen. Your Express Reorder, delivery address and payment details will default to the last order you placed online.

Can I change the details in my account at any time?

Yes. You can manage your delivery and billing address from My Account, My details. You can also add or remove payment details by going to My Wallet. If you need to update your prescription, simply sign in and select My eyecare and follow the instructions on screen.

How do I keep track of my orders?

Sign in to Your Account, select "My Orders", and you'll find up-to-date details of your transactions, including the status of your current orders.

Can I reprint my tax invoice?

Yes, if you are a registered online customer. Simply sign in to Your Account, select "My Orders" and you'll find a list of your previous orders. Click on the order you need and then simply click on the "Re-print tax invoice" button.

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What is your replacement policy for faulty lenses?

In the unlikely event that your lenses are faulty or not as you ordered, we will replace them, free of charge, or issue a full refund. Replacement will be limited to the same quantity and specification as the original order. Please contact us by email at [email protected]. Please refer to our Terms & Conditions of Purchase for full details.

How do I cancel or amend details within an order?

The order is placed with our fulfilment centre immediately after payment is confirmed. On this basis, it is not possible to cancel or amend an order via the website. For full details, please refer to our Terms & Conditions of Purchase.

What happens if goods are damaged?

If the goods arrive damaged, contact us by email at [email protected] and explain the problem. We'll issue you with a returns reference and advise you where to return the goods, and we will cover the cost of return postage. When we receive the damaged goods, we'll credit you in full for all returned products. Please refer to our Terms & Conditions of Purchase for full details.

How do I return goods?

To return goods, please contact our customer services team at [email protected] to report the problem and they will advise you accordingly. We will cover the cost of return postage. Please refer to our Terms & Conditions of Purchase for full details.

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Orders and deliveries for both Standard and Express services are processed Monday to Friday excluding public holidays.

  1. STANDARD DELIVERY

For stocked items, orders via the standard delivery service will normally be delivered within 7 business days of order placement.

Processing and delivery times for orders consisting of more complex prescriptions, such as those for multifocal lenses or toric lenses may extend beyond 7 business days.

  1. EXPRESS DELIVERY

An Express delivery service is available for qualifying orders (the service is not available for non-stocked items/orders consisting of more complex prescriptions including multifocal lenses or toric lenses).

Express deliveries to Australian and New Zealand addresses are subject to a per-order delivery charge of $12.

Orders shipped via the Express delivery service will normally be delivered within the following time frames:

  • Major metropolitan areas: 1-2 business days from dispatch date
  • Regional/country areas: 2-5 business days from dispatch date

As a general rule:

  • Orders placed by 2.30pm AEDT / 4.30pm NZT will be shipped the following business day into the major metropolitan areas of Brisbane, Sydney, Melbourne and Auckland and the day after into Darwin, Adelaide, Hobart and Launceston.
  • For deliveries to Western Australia, orders placed by 10.30am Perth time (1.30pm AEDT) will be shipped the following business day into the Perth area.

Please note that Easypay orders do not qualify for the express delivery service.

  1. SEASONAL HOLIDAY PERIODS

Stated delivery timeframes for both the standard and express delivery services are likely to be extended during seasonal holiday periods such as Christmas, Easter and Chinese New Year.

  1. P.O. BOX ADDRESSES

Unfortunately, we are not able to deliver to Post Office (P.O.) box addresses via the standard (mail) or express (courier) service.

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If you have any questions or queries please contact our friendly customer service team via email at [email protected] or call us on 0800 401 269 between the hours of *9:30am - 7.30pm (NZST), Monday to Friday, excluding public holidays. 
 

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Is this a secure site?

Yes. Our secure socket layer server (SSL) is the proven industry standard and is among the best software available today for secure e-commerce transactions. It encrypts all of your personal information so that it cannot be read as the information travels over the Internet.

Do you keep my payment details?

If you select to keep your payment details for a future transaction, they will be stored in WorldPay's secure system so that they can be be applied to future transactions you make, removing the need for you to re-enter them. Our checkout process is externally hosted by a secure, specialist payment gateway that communicates directly with your card provider. All we hold is the first and last 4 digits to simplify the process when you come to re-order.

Can I remove, correct or change my Personal Information?

Yes. You can amend your details yourself by signing in to Your Account or you can notify us at [email protected] that you wish to remove or have changes made to your personal information.

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Never be without contact lenses again! Re-order hassle free with Specsavers easypay and save 10% on all replenishment contacts. Also receive a FREE $69 glasses voucher and no cost aftercare for use in store.
Sign up to Specsavers easypay and replenish your contact lens order automatically at the frequency of your choice. Select your product, select your frequency of re-order and we'll take care of the rest. Based on your required frequency, we will send you a new stock of contact lenses and charge your credit or debit card the best price offered by Specsavers on your nominated order date, discounting the order by 10%. Click here to see the Specsavers easypay Terms & Conditions.

Will I know when a Specsavers easypay order is created?

Yes, approximately a week before your scheduled easypay order is due to be generated, you will receive a reminder email. This gives you the opportunity to update any delivery details or payment details if you need to. You don't need to confirm anything it is just a reminder to let you know that your order is being processed. When you easypay order is created, payment is confirmed and the order is sent to our warehouse. You will receive an Order confirmation/Tax Invoice email confirming all the details that can be used to claim from your relevant health fund provider as required.

Within the easypay section under My Account you can see the Next Order Date of your easypay order. This is the day that your next easypay order is due to be created with the normal lead times then applying to the order.

How Do I Turn On Specsavers easypay if I'm an existing Customer?

If you are an existing contact lens customer and have an online account, you are able to access your easypay account details via the My Account section of the website. You need to nominate a previous order or specific products from your previous orders to be added to easypay and set up the frequency that you wish to have your automated orders created.

How do I turn on Specsavers easypay if I don't have an online Account?

If you are a new customer to online ordering (or you have never created an online account), you can complete a brand new order and nominate to activate easypay as part of the Checkout process. You nominate the frequency of the easypay orders when completing the Checkout process.

Can I change my Specsavers easypay delivery address?

Yes. You can update your details at any time by going to My Account and editing this is the My Details section of the website. You nominate the delivery address you want to have as your easypay delivery address. Each time an easypay order is generated, it will use the delivery address you have nominated.

Can I change my payment details on my Specsavers easypay order?

Yes, you can change your easypay payment method at any time using the My Wallet feature located in the My Account section of the website. You can add multiple payment methods to your Wallet and nominate the one to be used for easypay orders.

What happens if my payment is declined?

You will receive an email notifying you that your easypay order cannot be processed as there is an issue with your payment method, for example your card may have expired or you are over your limit. You will need to update your nominated easypay payment method to another card you may have registered in your online Wallet, or create a new one. Your online Wallet is located in the My Account section of the website. We will attempt to take payment for 3 days.

What happens if my credit card expires?

You will receive an email notifying you that the card attached to your easypay order is due to expire. You will then be able to update your card details through My Account so that your easypay orders can continue to be processed.

What happens if my prescription changes?

If your prescription changes, you will need to raise a new order for your newly prescribed contact lenses and add these to your easypay basket for your ongoing regular orders. Remember to remove your old contact lenses from your easypay basket.

What happens if my prescription expires?

You will be sent an email regularly to ensure that your prescription is still valid. Don't forget, you can go to your nominated Specsavers store for an aftercare check-up which is at no extra charge to you.

Can I pause my Specsavers easypay?

You can manage your easypay order in My Account to allow for your holiday or oversupply of lenses by pushing the Next Order date out or reducing the quantity of lenses. That way when you return from holiday or are ready to receive lenses again, your order will still be scheduled to continue arriving with all your details retained. You can make all these changes from the easypay section of My Account.

Can I change the quantity of products on my Specsavers easypay order?

Yes, you can change the quantity on your easypay order through the My Account section. You can increase or decrease the quantity of each item and it will take effect from the next order.

What will my Specsavers easypay price be?

When you buy contact lenses through Specsavers easypay you get 10% off the product you select on an ongoing basis. This excludes the cost of delivery. Saving is based on the product price on the date your easypay order is generated.

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Express Reorder allows you to quickly and easily place an order via the website based on a prior purchase. To use Express Reorder you must have a previously placed order.

How do I use Express Reorder?

After you have logged into the Website, click the Express Reorder button in the top right corner of the screen. Your Express Reorder, delivery address and payment details will default to the last order you placed online.

Can I change my Express Reorder?

You can select any prior order to Express Reorder, saving you the hassle of adding products to your basket.

How do I change my payment/delivery details for my Express Reorder?

Below your Express Reorder basket, details of your last payment method and delivery address will be shown. An alternative address/payment method can be selected from those existing in your address book/wallet or you can add new details at this point.

How do I know my order has gone through?

You will receive an order confirmation email once your payment has been successful. If for some reason the payment is unsuccessful you will be asked to either select another card from your wallet or add a new card.

What happens when my card expires?

If you try to complete and Express Reorder with a card from your wallet that has expired, you will be prompted to select an alternative card from your wallet, or add a new one.

What happens if my prescription has expired?

You will be sent an email regularly to ensure that your prescription is still valid. If your prescription expires, you can go to your nominated Specsavers store for an eye test at no extra cost to you.

What happens if they payment doesn't go through?

You will be notified if the payment is unsuccessful and asked to select a different card from your wallet or add a new one.

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What is a Site Offer?

A Site offer is a promotion that is running on the Specsavers contact lens website and is automatically applied to an order that meets the qualifying criteria.

What is a Promotional Code?

A promotion code is a pre determined code that is keyed in against a customer's online order to redeem an offer.

How will I see the Savings?

Once an order has qualified for a Site offer or entered a correct promotion code, the savings will be displayed in the online basket and order summary. Savings will also be shown on the Order confirmation email as one "Savings" line showing the final total paid. Any savings will also be included if you need to re-print a Tax Invoice via the My Account page.

Can I use another offer or promotion with my easypay 10%?

No two separate offers can be used in conjunction with each other. No additional promotional code can be added to an easypay order that already has a discounted price.

Can Promotion codes be applied to Easypay orders?

No, promotion codes can only be redeemed by entering the code against a basket via the normal checkout process or express reorder process.

Can Multiple Promotion codes be applied to an Order?

Only one promotion code can be redeemed against an order. If you have two promotion codes for two different promotions, you must decide which to redeem on the order.

Can I Remove a Promotion code From a Basket?

Yes, once a promotion code has been successfully accepted on a basket you are able to use the "Remove" button displayed to remove the offer. The website will display a warning message which must be confirmed and then the promotion code will be removed and the associated savings will be removed from the basket.

Can a Promotion code be redeemed against an order that has a site offer already?

A promotion code can be redeemed against an order with a Site offer provided the Promotion codes terms and conditions allow for it. Some promotions may not be eligible to be redeemed in conjunction with any other offers. In these instances, the online contact lens site will present a warning message and ask you to continue with the Promotion code or continue with the site offer.

Where Are the Terms and Conditions of each Promotion?

Promotion codes cannot be used in conjunction with any other offers or promotions unless specified. Only one promotion code per customer. All promotion codes are for a limited time only unless specified. We reserve the right to vary or end the offer at any time including prior to the advertised end date without notice. A promotion code can't be used after an order has been placed. Promotion codes are not transferable or available as cash alternatives. Promotion codes are only valid on specsavers.co.nz for payments made by residents within New Zealand.

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