FAQ
Frequently Asked Questions
When will I receive my order?
We try to have all orders dispatched from our store within 2–3 business days from the date of order. Please refer to our Shipping Guide below for specific delivery estimates based on your location and chosen shipping method.
Where's my order?
If your order seems to be taking longer than anticipated, or if you have any further questions regarding your delivery, please contact our team directly at optometrists@eyebera.com.au.
Can I track my order?
Yes. Following your order confirmation, you will receive a second email containing your tracking number as soon as your order has been shipped. If you do not receive a shipping confirmation email within a few days, please get in touch at optometrists@eyehq.com.au.
Can I change or cancel my order?
We begin processing and packing your order as soon as it is received. Because of this, we are unfortunately unable to accommodate changes or modifications once an order has been finalized and confirmed.
What if I received a damaged item?
Please reach out to our customer care team immediately at optometrists@eyebera.com.au, or fill out our digital contact form located at the bottom of this page.
What if I haven't received a confirmation email?
An automated confirmation email is sent immediately after placing your order. If it hasn't arrived, please check your spam/junk folder. For further assistance, contact optometrists@eyebera.com.au.
Shipping Guide
Please allow up to 48 hours for tracking status updates once your package leaves our facility. Delivery timeframes depend on your item type:
Standard Shipping
⏰ 2 – 7 Business Days
Express Shipping
⏰ 2 – 5 Business Days
Standard & Express Shipping
⏰ 1 – 3 Weeks (All Methods)
Includes optical laboratory lens tailoring and custom fitting.
Need help? Contact us at optometrists@eyebera.com.au. Please include your full name and order number so we can expedite your inquiry. Our operating hours are 9:00 AM to 6:00 PM Monday to Friday, and 10:00 AM to 6:00 PM on weekends. Please allow up to 3 business days for a response.
Return Policy
EYEBERA provides a full refund on any unopened contact lenses, provided they are returned to us within 14 days of receipt. Lenses must be completely undamaged and in their original package.
Please note that unless an item was processed or dispatched incorrectly by our team, customers assume responsibility for all return shipping costs. Proof of purchase is required to process any exchange or refund request. All returns remain subject to final evaluation and approval.
⚠️ Please note: We strictly cannot accept returns or exchanges on custom or specially ordered products.
Refunds generally process back to your financial institution within 4 weeks of handoff to the return courier. This duration accounts for transit times (5–10 business days), internal verification and handling (3–5 business days), and standard banking processing windows (5–10 business days).
Privacy Policy
EYEHQ is strictly committed to providing you with premium quality eye care services alongside robust data security. Our operations adhere directly to the Australian Privacy Principles (APPs) outlined in the Privacy Act 1988 (Cth).
This policy details our ongoing professional obligations regarding how we responsibly collect, utilize, disclose, store, and safely dispose of your Personal Information.
View Full Privacy Policy (PDF)We will make every effort to ensure the satisfaction of your purchase, and we are here to help you should any issues arise. In the unlikely event that your new lenses and/or frame is not what you expected, you can return it to us within 14 days and we will assist you in any way to assure your satisfaction.