Johnson & Johnson are continuing to face global supply issues, causing product delays across the world, including all Australian optical retailers. We are working closely with our partners at Johnson & Johnson daily to expedite orders wherever possible.
To our customers whose prescribed contact lenses are impacted, we understand this is disappointing and want to thank you for your patience during this uncertain time. We will continue to keep you updated via email, SMS or call.
If you need your contact lenses sooner, we recommend making an appointment with one of our Optometrists in-store, who can help with a complimentary refit to recommend an alternative lens type. If you're unable to make it in-store we can assist with a refit via a virtual appointment^.
Note all booking fees will be waived for Johnson & Johnson refit appointments, while products remain on backorder.
^Virtual refit appointment disclaimer:
Virtual refit appointments are managed by our Mornington store, located in Victoria. When booking, please provide your primary phone number. Your optometrist will call this number at the scheduled appointment time. It's important to note that the appointment will be conducted over the phone, and customers are not required to participate in a video call.
A virtual refit appointment does not substitute for an in-person contact lens consultation. Our optometrist will make recommendations based upon the information available at the time of the virtual consultation and is dependent on the information you share with our optometrist. Reliance on these recommendations in the future may be impacted if your circumstances change after we make those recommendations. Participation in the consultation will be subject to the customer agreeing to follow recommendations and instructions provided by our optometrist during the consultation and afterwards. If your needs or circumstances change, or you have any concerns about your contact lenses, please speak to your optometrist.
Christmas Shipping Cut Off Date
To ensure your order arrives by 22nd of December 2023, orders must be placed before 5pm AEDT on 12th of December 2023 for contact lens, non-prescription glasses or sunglasses and 28th of November 2023 for prescription glasses and sunglasses.
Orders placed after 13th of December may miss pre-Christmas delivery and be received after 1st of January 2024.
Bupa Optical offers free express shipping on all online orders. Glasses and sunglasses orders are delivered by Australia Post, and contact lens orders are delivered by StarTrack.
The overall time taken to deliver your order from the date of your order is order processing time + shipping time.
If the products you have ordered are on 'back-order' or 'out of stock', our customer service team will update you accordingly. All orders are subject to review and could require additional processing time.
Below are approximate processing times for the types of orders:
|Optical Frames:||2 - 5 business days*|
|Sunglasses:||2 - 5 business days*|
|Prescription clear glasses:||7 - 10 business days*|
|Prescription tined glasses & Sunglasses||10 - 12 business days*|
|Complex prescription glasses & sunglasses:||10+ business days* (please email us should you require more details)|
|Contact Lenses:||2 - 4 business days* (exceptions below)|
|Bausch & Lomb SofLens Range:||3 - 8 weeks*|
|Biofinity XR contact lenses:||up to 4 weeks*|
|Proclear Toric XR + Multifocal Toric contact lenses:||up to 8 weeks*|
* These timeframes are estimates only. There may be delays by our shipping partners which are outside of our control.
|Location||Estimated Delivery Time|
|NSW, VIC, QLD (metro), ACT, SA, TAS||1 - 3 Business Days|
|WA, NT, QLD (regional)||3 - 5 Business Days|
Please note that these are estimates only. Shipping delays are possible during high order volume periods and may affect shipping times. For the latest information on shipping delays, please visit the website of our authorised shipping partners. Please note that these estimate shipping times may change without notice, based on information we receive from our authorised shipping partners. Should you wish to enquire about or cancel your order please email us at email@example.com
Can I track my delivery?
Once the delivery has been dispatched you will receive your tracking number via SMS. Note: you will not receive any tracking number for Bausch + Lomb contact lens orders. To track your order, please contact us.
What if I am not home when my order is delivered?
If Australia Post or StarTrack are unable to deliver, your order will be available for collection at your nearest Australia Post location. Australia Post has now removed handwritten 'sorry we missed you' cards. Please refer to your tracking for any collection updates.
I have a problem with my delivery?
Please feel free to email us at firstname.lastname@example.org as your first point of contact for any delivery related enquiries.
Do you ship internationally?
No. Bupa Optical ships only within Australia.
Do you deliver to PO boxes/Parcel Lockers?
Yes, Bupa Optical delivers to PO boxes/parcel lockers except for Bausch and Lomb orders.
We want you to be happy with your new eyewear purchase. If you are not satisfied for any reason, we offer our 30 day change of mind policy over and above your statutory rights and standard manufactures warranties. Our change of mind policy provides peace of mind and allows you to exchange your frame and lenses for another pair of equal or lesser value. 30 day period commences from the date you receive your order. Our Change of Mind promise does not apply if you have used, broken or damaged the products in any way. Bupa Optical covers the costs of the return, delivery of your new order and the manufacture of new lenses under the following conditions:
• Only one change of frames per customer.
• Bupa Optical will replace the frame of an equal or lesser value. If the new frame value is greater than the original frame, the customer will need to pay the difference before the new order is processed.
• The swap will only apply to the same prescription and type of lens. Change of lens type may involve additional costs.
• Item(s) must be returned within 30 days from the date you received your order (unless item is defective).
• Item(s) must be returned in original condition with original packaging (not opened with seals and packaging intact) and all inclusions (unless item is defective).
In addition, if you identify a fault or defect with your eyewear, please contact us to discuss your options in accordance with the Australian Consumer Law.
Contact lenses may only be returned for change of mind if the product is unopened and sealed in its original packaging within 30 days from the date you receive your order. Contact lenses are not exchangeable or refundable once original packaging has been removed or broken (unless the product is defective). If the product is defective or faulty, please contact us to discuss your options in accordance with the Australian Consumer Law.
Please refer to the steps below only for returning products ordered online:
a) Contact us on 1300 791 985 between 9:00am and 4:30pm (AEST), website chatbot 9:30 am and 4:30pm (AEST) or email email@example.com and we will arrange for a prepaid returns label to be emailed to you.
b) Follow the guided procedure in your email and print the Return Label.
c) Pack item(s) in the original packaging including any case and cleaning cloths received with your eyewear order. Make sure the package is secure and that the contents do not risk being damaged during shipping. Please take care when packing, because we will not be responsible for any damage to or loss of the products caused during packing, and shipping to us. You may need to purchase packaging materials to assist you in packaging the products.
d) Attach the pre-paid Return Label on the outside of the package covering any previous address label. Please ensure you secure the Return Label properly so that it does not detach from the package. Alternatively, you may print your label at most Post Offices, see auspost.com.au/print-locations to find out which Post Office are included.
e) Drop your package at any Australia Post store, Parcel Collect Locker or streetside letter box. Please note that until we receive the package back from you, the product is at your risk. Please ensure you pack the products properly and securely so that the products are not damaged or lost during transit.
f) Track your return at www.auspost.com.au
When we receive your returned order, we will review and assess it. We may discuss with you the condition of the products you have returned to us. We ask that you cooperate with us during this process.
It usually takes up to 5 business days to process your return once it is received at our Fulfilment Centre. Refunds will be issued in the same form as your original payment method. If you made the purchase using AfterPay, any future payment instalments will be cancelled, and all previous payments will be refunded to your linked card. If your original payment method has expired or been cancelled, please contact us to discuss your options.
Please note that in-store purchases cannot be returned by mail and must be returned to a store.
For any health fund claim reversals, we will issue you a refund receipt. You will need to contact Bupa health insurance (https://www.bupa.com.au/contact-us) to reverse your claim. If you are with another health insurance provider, please contact them directly for any eligible claim reversals.
Can I return my online order in store?
No. Currently, online returns cannot be processed in any Bupa Optical stores.
How long does my refund take?
It can take up to 10 business days* to appear as a credit on your billing statement according to your card provider. If your card has expired or you have cancelled your card, please contact us to discuss your options.
* This is an estimate timeframe only and will depend on your bank and payment processing times.