FAQs: How to Buy Glasses & Frames Online with Avenn Optics

General

1. How do I obtain my prescription?
   In Australia, the Australian Opticians Act requires opticians to provide you with a prescription after a thorough eye examination. You are entitled to a copy of your prescription for your records and are under no obligation to purchase glasses from the optician conducting the exam. Feel confident in choosing your eyewear provider:
   Please Note: As dispensing opticians, Avenn Optics is not responsible if glasses made to the prescription provided by your optician are unsuitable. We can remake them to the correct prescription at a minimal cost.

 

1. Why are Avenn Optics' prices higher than some online stores?
   Our prices reflect the premium quality of our online brand. We specialize in custom-made digital lenses tailored to your prescription. Unlike traditional lenses with the best field of vision in the center, our digital lenses are surfaced on both sides, reducing distortion and easing transitions between near and far vision for superior clarity and comfort.

 

1. What payment methods are available?
   We accept all major credit and debit cards, processed securely with industry-leading encryption. Your card details are not stored on our servers; all payments are handled by PayPal or Stripe, ensuring 100% safe and secure transactions.

 

1. How long will it take to receive my prescription glasses?
   We aim to dispatch glasses within 10-14 working days from the date of your order.

 

1. What is the cost of postage & packaging?
   Postage and packaging within Australia is A$10 per pair of glasses. International shipping costs A$20. You can choose a delivery address different from the billing address, such as having glasses delivered to your workplace while billing to your home address.

 

1. Do I need to send you a copy of my prescription?
   No, as long as you have a valid prescription (not older than two years) when ordering.

 

1. What if I have further questions?
   For any additional questions, contact us directly at info@avennoptics.com.

 

1. I can't find an 'addition' reading on my prescription—what do I do?
   If your glasses are for distance vision only, you don’t need an addition value. The addition is required for reading or close-distance tasks. Opticians may use terms like 'ADD' or 'Near' instead of 'addition.' If listed once, it typically applies to both eyes. For example, an 'Add' of +2.50 should be entered for both left and right eyes on our order form.

 

1. Can I claim healthcare for eyewear online?
   We are currently setting this up and will be available soon. Please email us for more details - info@avennoptics.com

 

1. Are my payment details secure?
   Yes, all payment details are entered on a secure site with industry-standard encryption, ensuring 100% safe and secure transactions.

 

1. What sort of frames will suit me?
   The shape of your face is key when choosing frames. Here’s a guide:

   • Round Faces: Rectangular frames are most suitable.

   • Oval Faces: Most frame shapes work; focus on size for the best fit.

   • Triangular Faces: Rectangular frames complement this shape.

   • Square Faces: Oval or round frames are ideal.

   • Rectangular Faces: Medium to large oval or round frames work best.

 

1. How can I protect myself while shopping online?
   Look for the lock icon in your browser to ensure secure encryption. You can also right-click the webpage, select "Properties," and verify the address starts with "https" for a secure server. At Avenn Optics, we don’t store your credit card details, ensuring a 100% secure purchase.

 

1. I ordered glasses, but the frame is no longer on your site. Why?
   Our automated inventory system removes frames from the website once the last piece is sold. Rest assured, your ordered glasses will be delivered as expected.

 

1. Can you read my prescription from my existing glasses?
   No, you must provide a prescription from an optometrist, valid within the last two years.

 

1. I’m unsure about entering my prescription online. Can I send it to you?
   Yes, you can email a copy of your prescription to info@avennoptics.com, or attache with your purchase, and we’ll handle it for you.

 

1. I ordered two pairs of glasses but received only one—why?
   Occasionally, one pair may take longer due to prescription complexity, lens type, or coatings. We dispatch completed pairs as soon as they’re ready to get them to you faster, with any remaining pairs sent promptly upon completion.

 

1. How do I check the progress of my order?
   Visit the "Track Your Order" section on our website to view your prescription, delivery address, purchase details, and order status.

 

1. What do I need before ordering from Avenn Optics?
   You need a valid prescription (not older than two years). Avenn Optics offers a wide range of high-quality eyewear at competitive prices compared to high street stores.

 

1. I made a mistake when ordering. What should I do?
   Contact us immediately via email (info@avennoptics.com) or phone. We process orders quickly, so double-check your prescription and shipping details before submitting.

 

1. Can I use my contact lens prescription to order glasses?
   No, contact lens prescriptions differ from glasses prescriptions.

 

1. What about refunds for delivery?
   Delivery fees are non-refundable.

 

1. What is my pupillary distance (PD), and how do I find it?
   Pupillary distance (PD) is the distance between your pupils, critical for aligning lenses correctly. You can request your PD from your optician during your eye exam.

 

1. How strong a prescription can you cater for?
   We accommodate prescriptions up to ±14.00 SPH (sphere) and ±6.00 CYL (cylinder). For prescriptions above ±4.00 SPH or ±2.00 CYL, contact our team for a quote, as additional charges may apply.

 

1. How can I pay you?
   We accept all major global credit and debit cards.

 

1. What is your guarantee and refund policy?
   We offer a 100% quality guarantee on all products. Refunds are subject to our return policy; contact us for details.

 

1. I haven’t received my glasses, and your website mentions 14 days delivery.
   Our 10-14 day dispatch applies to single vision lenses in our "Fast Dispatch" category. Simple prescriptions are typically dispatched within 3-5 business days, but delays may occur due to lens breakage, frame damage, or other issues. For complex prescriptions or high-index lenses, delivery may take up to 20 days. If you haven’t received your order within 20 days, contact our team at info@avennoptics.com.

 

1. Are my card details safe on your website?
   Yes, we use secure payment gateways (PayPal or Stripe) and do not store card details on our servers.

 

Frames

1. What if my frames need adjustment after I receive them?
   Most optical stores can perform minor adjustments for a small fee. If issues persist, return the frames to us, and we’ll rectify them at no additional cost.

 

Lenses

1. What material are the lenses made of?

   • 1.60 Index Digital Lens: Made with MR8 (polycarbonate) lenses, including free scratch-resistant, anti-reflective, and UV-protective coatings. Covered for one year against breakage (e.g., if accidentally sat on). Scratch-resistant coatings reduce but don’t eliminate scratch risk.

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     • 1.67 Digital High Index Lens: Made with hard resin, 45% thinner than standard plastic lenses, with perfect spheric/aspheric design and all coatings included.

      

      

2. Do you sell multifocal/progressive lenses?
   Yes, we offer progressive lenses. For accuracy, we send a varifocal kit with instructions for marking the frame. You can use an optician for this step (small fee may apply). Return the marked frame to us, and we’ll complete the process.

 

1. Can I choose the level of tinting for glasses/sunglasses?
   Yes, we offer customisable tint levels for sunglasses and prescription glasses. Select your preferred tint intensity (light, medium, or dark) during the order process.

2. Do I need to order thin lenses?
   We recommend thin lenses (1.67 index) for prescriptions with spherical power of ±2.5 or higher, especially for semi-rimless or rimless frames, to enhance aesthetics and reduce lens thickness.

 

1. Don’t plastic lenses scratch?
   Plastic lenses are lighter and safer than glass but softer. We include a free scratch-resistant coating to improve durability for daily wear.

 

1. What are progressive lenses?
   Progressive (varifocal) lenses provide seamless vision for distance, intermediate, and reading tasks without the visible line of bifocals. They offer clear vision across distances and a modern, youthful look, avoiding headaches or dizziness sometimes caused by bifocals.

 

1. What is a complex prescription, and is there an additional charge?
   A prescription is complex if the sphere exceeds ±4.00 or the cylinder exceeds ±2.00. Our team may contact you for additional charges if the prescription requires specialized lenses or processing.

 

1. Are there any hidden charges?
   No hidden costs for most orders. Additional charges may apply for complex prescriptions (±4.00 SPH or ±2.00 CYL) or custom reglaze frames (curved/large or without demo lenses). We’ll contact you to discuss and proceed only with your approval.

 

Delivery

Unless agreed otherwise in writing:

• - Delivery Address: Goods are delivered to the address specified in your order. To change it, contact us immediately via phone, email, or chat.

• - Delivery Timeline: We aim to deliver within 20 working days. Orders cannot be canceled once processed, but we’ll accommodate requests where possible.

• - Estimated Delivery: Delivery dates are estimates, and we strive to deliver within a reasonable time.

• - Non-Delivery: If you don’t accept delivery (not due to our fault), you may incur additional fees for costs like insurance, storage, or redelivery.

• - Delivery Charges: Final prices include delivery charges.

• - Complex Prescriptions: Our optometrists determine if a prescription is complex, with a maximum delivery time of 28 working days. If we exceed this, you’re entitled to cancel and receive a full refund.

 

72 hour - Dispatch

1. - Fast Dispatch Eligibility: Single vision 1.56 index lenses with spherical power up to -6.00 and cylinder up to -2.00 in our "Fast Dispatch" category are dispatched within 72 hours (3 working days). Positive prescriptions may take up to 7 working days.

2. - Standard Orders: Prescriptions exceeding these values are dispatched within 7-15 working days, depending on specifications.

3. - Custom Orders: High-index, tinted, Transitions, or progressive lenses take 7-28 working days.

4. - Shipping Details: Orders are shipped via Australia Post from Sydney. Delivery to Sydney, Melbourne, Canberra, Brisbane, Perth, and Adelaide typically takes 3 working days; allow 2 extra days for other areas. Delays due to COVID or Australia Post are beyond our control.