Order Confirmation
When you have completed your order, you will receive a confirmation email from us.
If you do not receive a confirmation email from QUICKLENS within 1 hour after placing your order,
- double check your registered email address is correct and your junk folder.
(To ensure that you are able to receive important emails from QUICKLENS info@quicklens.com.au is in your safe contacts list.) - confirm your order status at Order Status & History through My Account.
If you still have a problem, please contact us via email.
Inventory Status
Our system will verify your ordered item and we will send you a follow-up email if your ordered item is custom ordered one.
This could take up to a few days to verify depending on the timing of your order (weekend etc).
For stocked items, we will ship them within a few days, usually on the following business day.
For custom ordered items, it usually takes one week (in very rare cases it might take up to 4 weeks) to receive them from our suppliers.
You can find its availability status on each product page.
Our distribution centre will dispatch your order after they have acquired all your ordered items if there is any custom ordered item.
If your order contains more than 9 packs of product, it will be shipped in multiple packages. It depends on the size of the product.
Shipping Complete
As soon as your order is dispatched from our distribution center, you will receive a Dispatch Information email which includes a tracking link URL to track the status of your order.
You will be able to see your order status through Order Status & History on Dashboard but please allow us to verify this a few days after your order has been shipped.
Your order is dispatched from Singapore.
Product Delivery
Orders are typically delivered 7-10 working days (remote area may take longer) after they are shipped.
Goods valued over AU$1000.00 may be charged an Import Transaction Fee.
We have placed limitations on purchase quantity so that you will not be charged the ITF, but please note that any customs duty that may occur is at the responsibility of the purchaser.
Due to customs restrictions, your order may be delayed as it clears customs controls.
We continually track your order and will update you via email if there are any significant delays.
Return Policy
[Cancellations]
Unfortunately we do not cancel orders once they have been placed.
Please keep this in mind and be sure to verify the information prior to submitting an order.
[Exchanges]
You may exchange merchandise in the following cases:
- Your eye care provider gave you a new prescription.
- You made a mistake when placing your order.
Products to be exchanged must be within 30 days of the date the products were shipped.
Products to be exchanged must be in their original unopened item package with a good condition.
Return shipping charges will be at your expense. Be sure to pack the lenses carefully so they will not be damaged in transit.
The item should be sent in a box and if necessary protected by bubble wrap.
DO NOT send the item in an envelope in case it is damaged during the shipment.
We are not responsible for any merchandise lost or damaged while en route to our customer support centre.
For any refunds, we will only return the cost of the product.
If you simply do not like the contact lenses, we will not grant a refund or exchange.
Please contact us via email if your case is applicable as above.
[Replacing Defective Lenses]
We take special care with each order to ensure the integrity and packaging of the product; therefore, we rarely have problems with defective lenses/damaged products.
However, if you discover any defective lens, please remove the lens and contact us through our contact form immediately with a description of the defect.
Please DO NOT throw the defective lens away. Keep the lens with their original case (blister).
QUICKLENS will not replace defective lens unless the defective lens is returned to us as we must inspect the defective lens.
[Damaged]
If you discover your ordered products have been damaged during shipment, please contact us through our contact form.
