FAQ’s

What do I need before ordering from you?

All you need to shop with us is a copy of your prescription. Ask your Optometrist for a copy, it can be printed, emailed or faxed, the prescription belong to you and should not be more than two years old.

You can however, place an order and forward your prescription to us afterwards.

How do I obtain my prescription?

If you are in Australia, then in accordance with the Australian Opticians Act, it is the obligation of any optician to provide you with your prescription. The optician will provide you with a thorough eye examination and is required by law to provide you with a copy of your prescription for your own records. You are not under any obligation to purchase your glasses from your optician - so do not feel pressured into doing so!

How do I get prescription lenses for the frames I like?

Please select the frame and lens of your choice, email or download your prescription and we will process your order.

Will the frames I’ve chosen, accommodate my prescription?

Most of our frames accommodate all prescriptions. Please send us your latest prescription details and we will take a look for you. You can send an email to tracy@spiritualeyes.com.au 

Do you sell prescription glasses for children?

Yes, we have a beautiful range of frames that we can make into prescription glasses for your child, we do recommend that you upgrade to a thin lens for durability. 

Do I need to send you a copy of my prescription?

Yes, but not right away. You can either email your prescription details at the time of order or upload a copy on our site. We always advise that you have an up to date prescription (i.e. not more than two years old, when ordering).

I can't find an 'addition' reading on my prescription - what do I do?

If your glasses are for distance only, you don't need to worry about the addition. The addition value is only required if the glasses are going to be used for reading or other close-distance work. Sometimes opticians use the word 'ADD' or 'Near' instead of 'addition'.   

How strong a prescription can you cater for?

We cater for most complex prescriptions, please send your prescription through and we will take a look, before advising you of your best lens and frame options.

Can I use my contact lenses prescription for ordering glasses from you?

No, your contact lenses will have a different prescription as these are worn on the eye, whereas your glasses rest a short distance away from the eye.

I'm unsure about how to enter my prescription online. Can I send it to you instead?

Yes, you can. If you are uncertain as to how to go about it, you can email us a copy of your prescription and we will attach it to your order for you. Send to tracy@spiritualeyes.com.au 

What is my pupillary distance (PD), and how do I find out what it is?

PD (pupillary distance) is the distance measured in millimeters between the centers of the pupils of the eyes. We will need your PD to complete your order and it can be written on your prescription.

If we are styling you in person, all measurements are taken for you. 

To place an on line order, there are 3 easy ways to obtain your PD: 

1) You can contact your optometrist and ask them for your PD

2) Follow the link to measure it yourself 

https://www.allaboutvision.com/eye-care/measure-pupillary-distance/

3) Download the app 

https://apps.apple.com/us/app/eyemeasure/id1417435049

*Please note all glasses will be made to the measurement you provide.  

Can I claim through my Australian health fund provider?

Yes, you can claim your optical rebate on prescription eyewear when purchased from SpiritualEyes. There are just three steps, it’s as easy as ABC:

Assess - Check with your health fund provider whether you are eligible for an optical rebate. Please be aware that rebates, claim periods and expiry dates can vary depending on your health fund provider's policy.

Buy - Purchase your prescription glasses or sunglasses from SpiritualEyes

Claim - Submit your invoice to your health fund provider to claim your optical rebate. 

 

What material are the lenses made of?

The glasses we supply come with plastic optical lenses which comply with FDA certified requirements. 

 Don't plastic lenses scratch?

Even though plastic lenses are softer than the traditional glass lenses, they are considerably lighter and much safer. Our lenses have a hard scratch-resistant protection built into the lens, a hard treatment that is specifically designed to resist scratches, however, please note that it is not scratch proof.  

Do you sell varifocal/multifocal/progressive lenses?

Yes, we do. Multifocal progressive lenses contain 2 or more lens powers to help you see objects at all distances after losing the ability to naturally change the focus of your eyes due to age (presbyopia).

I love my existing frame. Can you reglaze this for me?

Yes, we can! Our reglazing service starts from just AUD $50.00. Just email your prescription to us for an exact quote and our customer service team will contact you to discuss the cost of fitting lenses into your own frame and the risks involved. 

Do I need to order thin lenses?

The need to order thin lenses depends on your prescription and the frame you choose. We recommend thin lenses if your spherical power is +2.50 or -2.50 or above. This is particularly important if you are choosing a semi-rimless or nylon frame. These frames expose the lenses and choosing thin lenses improves aesthetics and overall face value! 

What sort of frames will suit me?

The shape of your face is an important factor, along with colour and personality.  The list below should give a broad idea as to frame designs:

• Round Faces- Rectangular frames would be most suitable.
• Oval Faces- Most frames suit this face shape; size is the most important point when deciding here.
• Triangular Faces- Rectangular frames would be most suitable.
• Square Faces- Oval or round frames would be most suitable.
• Rectangular Faces- Oval and round frames would be most suitable with medium - or larger-sized models.

What is the cost of shipping (postage & packaging)?

The cost of shipping for orders will be calculated at checkout. Note though, you can choose a delivery address that is different from the billing address. So, for example, your billing address can be your home address, but you can choose to have the glasses delivered to your office, or even another state or country if purchasing as a gift. The shipping costs will always be calculated on the delivery address provided.

Please note that any local duties and taxes levied by your country of destination are to be paid by the customer. We have no jurisdiction on such charges.

What payment methods are available?

We accept all major credit and debit cards which are kept secure with the strongest level of encryption commercially available. We do not store your card details on our server, this makes all transactions 100% safe and secure.

We accept payment through PayPal 

We also accept payments through AfterPay (Australia only) 

Are my payment details kept secure?

Yes, all your payment details are entered in a secure internet site that our website links with, SpiritualEyes does not record customer payment details.

 How can I protect myself while shopping online?

When you make a purchase online, be sure to look for the little lock icon on the bottom of your web browser to make sure that your personal information will be protected by secure encryption. You can also check this by holding your cursor over the web page in question, clicking the right button on your mouse, and selecting "Properties". Then verify that the web address shown starts with "https". The 's' denotes a secure web server. At spiritualeyes.com.au we do not store your credit card information on our server, making your purchase 100% secure.

 How long will it take me to receive my prescription glasses?

We aim to dispatch glasses within 10 working days of placing the order. However, kindly note that it may take up to 14 working days for certain complex prescriptions and longer for customised frames.

When will the glasses be sent out to me?

Once your glasses are made in our Australian laboratory, we will ship them to you. If you are local we will contact you to arrange a fitting (Perth WA only)

How do I check on the progress of my order/glasses?

Once your glasses are ready to dispatch, we will send you an email with a tracking number. This will allow you to follow the delivery of your parcel

I have not received my glasses yet, what do I do?

It may take between 10 to 14 working days from the time of confirming your order (ie confirmed order with prescription where necessary) to receiving your new glasses. If you have not received your glasses within 20 days from the date your order was placed, please contact us at  tracy@spiritualeyes.com.au. We will follow up with our courier and keep you posted on the progress of the order via email.

I made a mistake when ordering. What should I do?

Call or email us as soon as possible at as soon as you realise a mistake has been made at tracy@spiritualeyes.com.au. We process orders quickly to ensure you receive your glasses at the earliest time. For this reason, please double-check your order, prescription and shipping information before placing your order on our website.

What is your guarantee and refund policy?

We offer you a 100% quality guarantee on all our products.

In the unlikely event that you are not happy with your purchase, we offer a 30-day exchange policy (subject to terms and conditions available on our store).

We want to make sure you have a positive experience with us, and we will do whatever we can to make sure you are 100% satisfied with your purchase

What if I am not able to send the glasses back in time?

If for any reason you believe the glasses cannot be sent back within 30-days please contact us, as soon as possible, at tracy@spiritualeyes.com.au.

What if the glasses I receive are damaged?

Before being shipped to you, all our glasses are quality checked before leaving our premises to ensure they are in perfect condition. We understand that on occasion, things happen in transit. If this happens please contact us at tracy@spiritualeyes.com.au as soon as you realise your glasses are damaged.

It will help us if you can attach photographs of the damage to your email so that we can make an initial assessment of the damage.

What if my frames need adjustment after I receive them?

If you live in Perth WA we will adjust them for you,. Outside Perth WA, you will find that most optical stores around the globe will do a minor adjustment for a small fee. If there is still an issue, please contact us for advice at tracy@spiritualeyes.com.au. 

 

What if I have a different question?

If you have any further questions not answered in this section, please contact us directly at  tracy@spiritualeyes.com.au.