POPULAR QUESTIONS

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 a 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.

Do you offer contact lenses?

Unfortunately, we do not offer or test for contact lenses.

Are prescripion sunglasses included in the two pairs for $199?

You can order one pair of optical glasses and have sunglasses as the second pair.

All prescription sunglasses ordered online will come with polarised lenses as standard, unless otherwise stated. This is an additional $100 per pair.

In-store, you will be able to add polarised or tinted lenses at an additional cost.

Can I get a copy of my prescription from Oscar Wylee?

If we have tested your eye in the store, we are more than happy to give you a copy of the results. If you want to order online with us, you can click "send later" when asked for your prescription and then send us a quick message via our contact us form.

If you got your eyes tested at a different Optometrist and used that prescription to order glasses through Oscar Wylee, we will have a record of this on your account. Due to legal reasons, we are unable to give you a copy of this as we did not perform the original eye test. We will use this to help troubleshoot, or if we perform an eye test, the Optometrist can use this to see how or if your eyes have changed.

What happens when I purchase a pair of eyeglasses from you?

For every pair of frames you purchase from us, you’ll help provide someone in need access to affordable eye-care. We’re partnering with suitable non-profit organisations around the world to help ensure that many people will be able to obtain the fundamental human need of sight.

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 centre of one pupil to the other. This measurement is used to determine the location of the optical centre to position your new lenses correctly.

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

What is your returns policy?

Since each pair of glasses is customised based on your prescription, we cannot offer any exchange or refund for change of mind on prescription items.

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 the remake.

For non-prescription items, we can offer exchanges within 30 days from received granted they are still in satisfactory condition.

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.

My prescription has expired. Can I still use it to order glasses?

Unfortunately, we are unable to use an expired prescription to produce new glasses. The eyes can change and it's always good to keep up-to-date with all eye health checks. If you order online, and your prescription has expired, we will not be able to start production of your order until a valid prescription has been received.

Click here to book a test or contact your local store.

What does my order status mean?

Our orders can have a different status depending 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 while we attain more information. We may need to contact you 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.

Do you sell prescription sunglasses?

Yes, we do! You can upgrade to prescription sunglasses for an additional cost per pair.

There are 7 colours to choose; red, yellow, blue, pink, brown, grey and green.

If you are unsure, please visit your local store to check the samples.

All prescription sunglasses ordered online will come with polarised lenses as standard, unless otherwise stated. This is an additional $100 per pair.

Can I get more information on your I Care For Eyecare initative?

You sure can! Visit ourI Care For Eyecare page to see how we help people in need.

Can I claim for non prescription glasses with my health fund?

Due to health fund restrictions, we are not able to claim for non-prescription items via private health insurance either in-store or via an invoice online.

If you are getting a different Optometrist to fit lenses into your Oscar Wylee frames, they may be able to claim towards the lenses but this depends on policy limits.

Contact your health fund provider for more information.