Shipping & Delivery Policy
FOR ONLINE ORDERS ONLY.
We use PayPal for our online credit card transactions. PayPal processes online credit card transactions for thousands of merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using PayPal are secured payments.
- Payments are fully automated with an immediate response.
- Your complete credit card number cannot be viewed by Eye Concepts or any outside party.
- All transaction data is encrypted for storage within PayPal's bank-grade data centre, further protecting your credit card data.
- PayPal at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Eye Concepts.
- Payment will be accepted by EYE IN TOWN PTY LTD trading as Eye Concepts Oran Park
- For any purchases made in-store, please refer to your local Eye Concepts for our in-store returns policy.
DELIVERY POLICY
**Average delivery days will be 7 days up to a maximum of 10 days.** If you still have not received your purchase within this time frame, please contact us **URGENTLY**.
**Click and Collect orders** will take up to 7 business days to process. You will be notified by SMS once the order is ready for pick up at your selected store.
CHOOSING YOUR DELIVERY OPTION
At checkout, you can choose from a few delivery options depending on how much protection you'd like for your order:
- **Standard Delivery** — our regular tracked delivery service.
- **Standard Delivery + Signature on Delivery** — requires someone to sign for the parcel; it won't be left unattended.
- **Standard Delivery + Extra Cover** — includes Australia Post's Extra Cover for loss or damage, in tiers up to $300, $500, or $700 depending on your order value. Higher cover tiers include Signature on Delivery as required by Australia Post.
We recommend choosing an option with Signature on Delivery or Extra Cover for higher-value orders, as this significantly reduces the risk of a lost or misplaced parcel.
If you wish to query a delivery, please contact us at customercare@eyeconcepts.com.au
Please be aware that colours and textured finishes of optical frames and sunglasses may vary from the manufacturers. Every product on our online store is made to keep the product information complete and correct, however if you have any questions on your purchase, please email customercare@eyeconcepts.com.au to have any questions answered to also ensure your chosen product meets your expectations.
MISSING OR STOLEN PARCELS
Once Australia Post confirms a parcel as delivered (including proof-of-delivery photo, if provided), responsibility for that parcel transfers to the customer. Eye Concepts is not liable for parcels lost, stolen, or misplaced after a confirmed delivery.
Extra Cover isn't purchased as standard and the customer bears the risk after confirmed delivery if it wasn't selected at checkout.
If a customer selects "authority to leave" or nominates a safe-drop/unsafe location, Eye Concepts isn't responsible for loss or theft arising from that instruction, and that the absence of an authority-to-leave instruction means the parcel may be returned to a local Post Office if no one is home.
If your tracking shows "Delivered" but you're unable to locate your parcel:
1. Check with other household members, building reception, or neighbours — parcels are sometimes accepted or moved by someone else.
2. Check any doorbell or security camera footage for the delivery window.
3. Contact us at customercare@eyeconcepts.com.au within 7 days of the delivery date with your order number, and we'll lodge an enquiry with Australia Post on your behalf.
RETURN & EXCHANGE POLICY
For our full Return & Exchange Policy, including contact lenses, sunglasses/optical frames, and META Eyewear, please see our [Returns & Exchanges page](https://www.eyeconcepts.com.au/returns-policy).