COMMON ORDERING FAQ

How do I place an order with Mylens?
You will need either a copy of your hand written prescription from your optometrist, or you can read it off your contact lens boxes or blister packs. Your prescription is for a specific brand. If want to change brands, we recommend always seeing you eye care professional for a formal fitting and assessment as not all lenses will be suitable to you.

What if I don't have my prescription anywhere?
You can always ring your optometrist to obtain it over the phone. Alternatively, you can provide us with your optometrist's information and we can contact him for you.

I don't see my lens brand anywhere on your site, what can I do?
If you have a prescription for a brand you do not see on our site, please give us a call on 02 8425 7333 and we can assist you in finding your lenses.

I have my prescription, but I don't understand how to properly order?
If you need any assistance interpreting your prescription, you can email or fax it to us on 02 9436 1001 or info@mylens.com.au. We will be happy to guide you through correctly ordering.

How much do you charge for delivery?
We charge $9.95 for delivery across Australia. If you spend over $99, use promocode FF99 applied at checkout to receive free standard delivery! If you have trouble applying this code please contact us prior to proceeding with payment. Mylens reserves the right to cancel this promotion at any time.

When will my order be sent out?
Mylens has extensive stock of the most popular lenses. Specialty lenses or astigmatism lenses are ordered directly from the Australian manufacturer as soon as you place your order and usually arrive to our offices within 48 hours. If there are no backorders, lenses will leave our warehouse within 1-4 business days of you placing your order. You will receive an email once your order is dispatched stating your tracking number so you can follow your orders progress. Please note that prescription glasses take about 8 business days for the lab to custom make for you.

How long will it take to receive my order?
Once dispatched, orders typically take 1-5 business days within NSW, 3-6 business days within VIC,QLD and ACT, and between 4-9 days anywhere else in Australia. For urgent orders, please contact us immediately after placing your order and we can mark it as urgent on a case-by-case basis (extra charges apply). In the event that your lenses are on backorder, Mylens will notify you with further details as there may be other options available. You will be sent an email with your tracking number as soon as your order has shipped from our premises. Please be sure to check your junk mail folder. We use Australia Post's E-Parcel service (or Fastway couriers within Sydney Metro), which means a courier will deliver your item to your door and require a signature. If you are not home, the postman will leave a calling card for you to collect your parcel at the nearest post office. Mylens will never charge hidden handling or insurance fees to your order total.

Where is my order?
Please note the above shipping and handling times for orders. If you believe you should of received your order already please contact us.

You can track your package using the number emailed to you when we notified you that your order had shipped using the following websites. Please check your inbox for the details of your shipped order.

Australian Air Express: http://aae.com.au
Australia Post: http://auspost.com.au/track
FastWay: http://www.fastway.com.au/1HomepageGeneric.html

How can I pay for my order?
We offer secured credit card payment via our website’s checkout system. We accept major credit cards or direct deposits. Unfortunately we do not accept Paypal at this time. We also accept cheques and direct deposits. Simply select your preferred method during checkout.

I received an email stating my payment had failed or was pending, what can I do?
If you have not received a confirmation of your order email, it is likely that your payment has not reached us. If you experienced any difficulties while ordering on our website or you believe your payment did not go through, please contact us. We may be able to process your payment manually over the phone as to not incur any further delays.

I got my order but it’s incorrect. What can I do?
If you have received the wrong lenses or prescription and the box in unopened, we can organize an exchange or credit. If the lenses were ordered properly but dispatched incorrectly, we will provide a pre-paid envelope for you to ship the unopened product back to us once we send you the correct order. Otherwise, the customer must send the product back at their own cost. Prior to returning your order, you must call us on 02 8425 7333 and obtain approval. Please ensure you provide you original customer reference number.

Ensure packages are safely wrapped and sent with tracking to:

Mylens Optical
Attention: Ref XXXXXX
P.O.Box 90 Lindfield NSW 2070

Unfortunately Mylens cannot offer a refund or credit for opened boxes due to health and safety reason. Please always ensure to double check your order when you receive it.

Faulty lenses are covered under the manufacturer’s warranty. However lenses damaged by a customer cannot be covered under warranty. If you believe to have a faulty lens please ensure you retain the lens as we need to send it in to the appropriate manufacturer for quality control testing and to have a replacement lens approved. Please contact us for further instructions