COMMON ORDERING FAQ

How do I place an order with Eyes Online OSHC Allianz Assistance?
If you have a copy of your current prescription from your optometrist, all you need to do is pick the glasses you like, or choose the contact lens brand you currently wear, and fill in your prescription details.

Recognising optometry is practiced in many different modalities around the world, if you do not have a copy of your prescription please verify at the time of ordering that you have been fitted with contact lenses in your home country by an eyecare professional and that you understand the clinical risk of contact lens wear, handling and other compliance requirements. Should you wish you can always call us for assistance Monday to Friday 9am to 5 pm (AEST).

What if I don't have my prescription anywhere?
We will alow you to order but you will need to verify that you are an overseas student and that you have been fitted for contact lens wear by an eyecare professional. You must also verify that you understand all clinical issues associated with the wearing of contact lenses.

I can’t find my lens brand anywhere on your site, what can I do?
If you can’t find the brand you love on our website, give us a call on 02 9513 9355 and we’ll help you find them.

I have my prescription, but I don't understand it?
If you need any help with reading your prescription, give us a call on 02 9513 9355. You can also email or fax your prescription to us and we’ll talk you through how to order.

How much does shipping cost?
Shipping is $12.00, Australia-wide. If you spend over $99, your shipping is free! Just enter the promotional code FREE when you order and make sure you click "apply". Free shipping can’t be applied once you’ve made your order, so please give us a call on 02 9513 9355 if you have any problems entering the free shipping code.

When will my order be sent out?
Generally, we’ll send out your order within 1-3 days. If you’re ordering specialty or astigmatism lenses, we’ll get them straight from the Australian manufacturer as soon as we get your order and we usually receive them within 48 hours. We’ll then send them directly to you.
We’ll send you an email letting you know that your order has been shipped and you’ll then be able to track your order.

How long will it take to receive my order?
Contact Lenses: You’ll generally receive your order within 1-4 business days in NSW, 3-6 business days for VIC, QLD & ACT and 4-9 business days anywhere else in Australia. If your order is urgent, please give us a call on 02 9513 9355 once you’ve made your order and we might be able to get it to you sooner. If your lenses are on backorder, we’ll be in touch with more info.
Glasses: Glasses take approximately 10 days for the lab to custom make for you.

We’ll send you an email letting you know that your order has been shipped and you’ll then be able to track your order. Remember to check your junk mail folder if you haven’t received any shipping notification.

Your lenses will be sent using Australia Post’s E-Parcel service (or Fastway Couriers within Sydney Metro), which means you’ll need to sign for your order when it arrives. If you’re not home when it’s delivered, a card will be left for you and you’ll need to pick up your order from the nearest post office. Eyes Online OSHC Allianz Assistance won’t charge any hidden handling or insurance fees to your order.

Where is my order?
Depending on where you live, your order might take up to 9 business days to arrive. If you think you should have your order already, please give us a call on 1300 264 964
You can also track your order through Australian Air Express, Australia Post or Fastway Couriers using the details in your shipping notification email.

How do I pay for my order?
You can pay for your order by credit card using our secure online payment system, by cheque or by direct deposit. Just pick which option you’d prefer when you checkout.

I got an email saying my payment had failed or was pending, what do I do?
If you haven’t received an order confirmation email, your payment probably hasn’t gone through. If you have any problems while ordering or if you’re worried your payment hasn’t gone through, give us a call on 02 9513 9355 and we might be able to take your payment over the phone.

I got my order but it's wrong. What do I do?
If you’ve received the wrong lenses or prescription and the box is unopened, we can arrange an exchange or credit for you. If we sent you something different to what you ordered, we’ll send you a pre-paid envelope for you to return your unopened lenses back to us once you’ve received the right order.

If you’ve ordered the wrong lenses, please call us on 02 9513 9355 to arrange returning your order. Once you’ve contacted us, send your unopened lenses to:

Eyes Online OSHC Allianz Assistance
Attn: Reference No. xxxxxx
Suite 10
88 Mountain Street
Ultimo NSW 2007


Please make sure that your returned parcel is trackable.

For health and safety reasons, Eyes Online OSHC Allianz Assistance can’t offer a refund or credit for any opened lenses. Always remember to check your order when you receive it. Faulty lenses are covered by the manufacturer’s warranty, but if you damage your lenses you won’t be able to claim them under warranty. Give us a call on 02 9513 9355