ORDERING

What do I need before ordering online?

All we need from you is your current prescription - don’t forget to provide us with your pupillary distance (PD).

If you don’t have a copy of your prescription handy, simply call your optometrist and ask them to provide the information needed. They are required by law to provide you with this information. Alternatively, fill in your optometrist’s contact information and we’ll grab it for you. If we need any extra information from you, we’ll follow up with you via an email or a phone call.

If the prescription provided from an external optometrist is incorrect, purchaser agrees that Oscar Wylee is not responsible for the cost of remake.

If your prescription has expired, you’ll need to visit an optometrist to have an eye exam and obtain an up-to-date prescription.

You can always get an eye test at any Oscar Wylee Store. Click here to book a test.

If you have recently had an eye test in an Oscar Wylee store, we will have your prescription on file. Please select "send later" when placing your order online and then fill out our contact us form.

What is my pupillary distance and how do I measure it?

Your pupillary distance (PD) is the distance in millimetres between your eyes from the center of one pupil to the other. This measurement is used to determine the location of the optical center to correctly position your new lenses.

If your PD is not recorded on your prescription, visit your optometrist or a nearby optical store to have it measured professionally. We are also happy to measure your PD if you visit us at one of our stores.

Don't know your PD? Download the PD Measurement Tool Here

How do I place an order?

You have two options! You can either head into any Oscar Wylee store or place an order online.

Placing an order online is easy. When you’re ready, log into your account (or create one), go to the frame that you want to order and click “Add to Cart”.

During the checkout process, you’ll be asked whether you need prescription or non-prescription glasses. If you require prescription glasses, you can either input your prescription information, or select one of the alternate options.

Our two pairs for $199 is only available per person and cannot be split between two people. Only one prescription can be used per offer.

How do I submit my prescription?

You can enter it directly on the website during checkout, provide us with your optician’s contact information and we’ll get in touch with them, upload a copy or click "send later" and send us a copy via email.

If you’ve already placed an order and need to provide us with your prescription, you can email an image of it to us.

Remember to include your name and order number in the email. If you placed the order for someone else, please be sure to include the name of the patient on the prescription.

How do I get a copy of my prescription?

If you don’t have a copy of your prescription handy, and you’ve recently had an eye exam, simply call your optometrist and ask them to provide the information needed. They are required by law to provide you with this information.

If your prescription has expired, you’ll need to visit your optometrist to take an eye exam and obtain an up-to-date prescription. You can always book an eye test at any Oscar Wylee store. Click here to book a test.

If the prescription provided from an external optometrist is incorrect or if the prescription is no longer valid, purchasers agree that Oscar Wylee is not responsible for the cost of remake.

I don’t know how to enter my prescription on your website. Can I send it to you another way?

You sure can. Simply email us a copy and we can input this into your order.

When you send us your prescription, please include your name, email address and order number.

Can I order frames without prescription lenses?

Yes! While adding your product to cart, please select the non prescription and follow the remaining prompts.

How do I check the status of my order?

If you placed an order in store, you can give them a call and they can give you an idea of when your new eyewear will be ready to collect.

You can also check the status of your shipment on our website. Login to your account and go the ‘MY ORDERS’ page.

Alternatively, feel free to contact us.

When can I expect my glasses to arrive?

Purchase orders are usually ready for collection in store within 7-10 business days from the date of purchase. If you ordered online or have selected to have them shipped to you, please allow a little longer. Once your order has been shipped from our warehouse, we will send you an email with the tracking information.

Certain orders with incomplete prescriptions will take longer to fulfil, as we may need to contact you to verify or obtain missing information. This may also be the case when we need to obtain your prescription from your optometrist.

How do I place an order for multiple pairs of glasses using different prescriptions?

If you are interested in purchasing multiple pairs using different prescriptions (e.g. one pair for distance and one for reading), please enter your full prescription, including the reading additon and order your SVD (Single vision distance) pair first. You can then select your second pair and choose SVN (Single vision near).

Our two pairs for $199 is only available per person and cannot be split between two people. Only one prescription can be used per offer. If you have different prescriptions that you would like you use, you would need to visit an Oscar Wylee store and they can advise the best way to proceed.

Why can't I find the product I want to buy?

If you cannot find the frame you want to buy on our website, this could mean that it is out of stock. We do try and get frames restocked as soon as possible but you can contact us and we can keep you updated.

What does my order status mean?

Our orders can have a different status depening on where it's at in the production line.

Here is a break down of each status and what it means:

On Hold - This means that your order is on hold in our system whilst we attain more information. We may need to contact your or your previous optometrist and update your order before we submit it to our lab for production.

Processing - Your order is ready to be sent to our lab.

Attention Needed - This means your order is ready to be sent to our lab and needs to be checked once it arrives in store.

Exported to Lab - Your order is in production.

Exported to Review - This means that your order is in production but we need to check your order before we contact you for collection.

Complete - Your order has arrived in store or has been shipped out to you. You will receive an email to either confirm store collection or with a copy of the tracking information if posted.

Closed/Cancelled - This means that the order has been closed in our system. If you think this is incorrect, please contact us.

Can I order in a different Oscar Wylee store to the one I had my eye test at?

Of course! If you have been tested in an Oscar Wylee store but would like to visit a different location, the team can view your file and help you place the order.

Why can't I find the product I want to buy?

If you cannot find the frame you want to buy on our website, this could mean that it is out of stock. We do try and get frames restocked as soon as possible but you can contact us and we can keep you updated.

I’m having trouble with your website. Help!

Firstly, make sure you are signed into or have created an account.

If you have problems viewing any part of our site or navigating through the checkout process, we recommend that you sign in and out of your account.

Try closing the browser you are using, and try opening our website in a different browser (we recommend Google Chrome).

If you continue to have issues, or if you are having any trouble logging into your account, please contact us.