Delivery

How long will my glasses take?

Most prescription glasses are usually ready for dispatch within approximately 7–10 days.

Some prescriptions, premium thinner lenses, specialised lens options or frames that need to be ordered from a supplier can take a little longer.

If we become aware of a significant delay with your order, we'll contact you.

How long does delivery take after dispatch?

Most New Zealand deliveries arrive within approximately 1–3 business days after dispatch.

Rural deliveries may take up to an additional three business days.

Will I receive tracking?

Yes. When your order is dispatched we'll normally send you an email with tracking information where tracking is available.

Which courier companies do you use?

We mainly use New Zealand Couriers and NZ Post.

Courier service levels vary by location, so we use the service we consider most appropriate for your delivery.

Do you deliver to PO Boxes?

Yes. Where required, we can use NZ Post for delivery to a PO Box.

Do you deliver to rural addresses?

Yes. An additional rural delivery charge may apply and delivery may take a little longer.

What if my order hasn't arrived?

If tracking shows an unexpected delay, or your order has not arrived within a reasonable time after dispatch, please contact us.

We'll check the tracking and, where necessary, investigate the delivery with the courier.

Delivery charges

What are the current delivery prices?

Our current delivery options and prices are shown below. These prices are generated from the shipping rates currently configured in our checkout system.

Delivery charges are confirmed during checkout before payment. Courier rates may change from time to time.

Can I collect my glasses?

Where collection is offered during checkout, please wait until we tell you that your order is ready before coming to collect it.

Do you deliver outside New Zealand?

International delivery is available to selected countries. Available destinations and delivery prices are shown during checkout.

International deliveries normally take longer than New Zealand deliveries and may be subject to customs processing in the destination country.

Are there customs charges on overseas orders?

Depending on your country, you may be responsible for import duties, taxes, customs charges or other fees applied when the parcel arrives.

These charges are imposed by the destination country and are not controlled by i-glasses.

Returns

Can I return my glasses if I simply don't like them?

Yes. That's what our 14-Day Money-Back Guarantee is for.

If you're not happy with your glasses for any reason, contact us within 14 days of receiving them.

The glasses should be returned reasonably looked after and without damage beyond what would normally occur from trying them.

Can I wear the glasses before deciding?

Yes. We expect you to try them. You need to be able to wear the glasses for a reasonable period to decide whether you're happy with them.

How do I arrange a return?

Please contact us before sending anything back.

We'll confirm the return details and where the glasses should be sent.

Who pays the return courier?

For a return made simply under our 14-day money-back guarantee, return delivery is normally your responsibility.

If the glasses are faulty, incorrect because of an error by us, or otherwise covered by your rights under New Zealand consumer law, return costs are treated separately.

Do I need to return the case?

Please return the complete glasses and, where possible, the supplied glasses case and accessories.

Full details of our voluntary return promise are available on our 14-Day Money-Back Guarantee page.

Faulty, damaged or incorrect glasses

What if you've made my glasses incorrectly?

If the glasses don't match the prescription or options you ordered, please contact us and we'll investigate.

If we've made an error, we'll put it right.

What if my glasses arrive damaged?

Please contact us as soon as reasonably possible and let us know what has happened.

Photos can sometimes help us assess damage quickly, so we may ask you to send us a photo of the glasses or packaging.

What if the frame or lenses develop a fault?

Contact us even if you're outside the 14-day money-back guarantee.

Our voluntary 14-day guarantee is separate from your rights where goods are faulty, incorrectly supplied, not fit for purpose or otherwise fail to meet applicable New Zealand consumer guarantees.

What if the prescription feels wrong?

New glasses can sometimes take a short period of adjustment, particularly where your prescription, frame shape or lens design has changed.

If your vision does not seem right, or you're having difficulty adapting to the glasses, please contact us. We can check the order details and help work out what may be causing the problem.

Refunds

How will I receive my refund?

Once an agreed return has been received and checked, refunds are normally made using the same payment method used for the original purchase.

Are delivery charges refunded?

Original delivery charges and return delivery costs aren't normally refunded where you simply return the glasses under our voluntary 14-day money-back guarantee.

Different rules may apply where goods are faulty, incorrectly supplied or otherwise covered by New Zealand consumer law.

How long will my refund take?

We process refunds as soon as reasonably possible after the return has been received and approved.

Once we've processed the refund, your bank or card provider may take additional time to show the funds in your account.