Oscar Wylee FAQ
Oscar Wylee FAQ


COVID-19: What happens to my order placed before the store closures?

Due to the COVID-19 pandemic and Lockdown we are unable to access customer orders at this time. All outstanding orders will be available for pick up once our stores open again. We will keep you updated on any updates or changes. We sincerely apologise for the inconvenience and thank you for your patience and understanding.

As always our team will continue to help you with your questions and inquiries. Connect with us via our contact us page.

COVID-19: Is there any delay for online orders?

There is currently no delay or backlog to online orders. All online orders are sent directly from our lab to the customers' address.

What do I need before ordering online?

All we need from you is your current prescription - don’t forget to provide us with your pupillary distance (PD).

If you don’t have a copy of your prescription handy, simply call your optometrist and ask them to provide the information needed. They are required by law to provide you with this information. Alternatively, fill in your optometrist’s contact information and we’ll grab it for you. If we need any extra information from you, we’ll follow up with you via an email or a phone call.

If the prescription provided from an external optometrist is incorrect, purchaser agrees that Oscar Wylee is not responsible for the cost of remake.

If your prescription has expired, you’ll need to visit an optometrist to have an eye exam and obtain an up-to-date prescription.

You can always get an eye test at any Oscar Wylee Store. Click here to book a test.

If you have recently had an eye test in an Oscar Wylee store, we will have your prescription on file. Please select "send later" when placing your order online and then fill out our contact us form.

Do you offer contact lenses?

Unfortunately, we do not offer or test for contact lenses.

Are prescription sunglasses included in the two pairs for $249?

You can order 1 pair of optical glasses and have sunglasses as the second pair.

All prescription sunglasses ordered online will come with polarised lenses as standard, unless otherwise stated. This is an additonal $120 per pair.

In store, you will be able to add polarised or tinted lenses at an additional cost.

Can I get a copy of my prescription from Oscar Wylee?

If we have tested your eye in store, we are more than happy to give you a copy of the results. If you are wanting to order online with us, you can just click "send later" when asked for your prescription and then send us a quick message via our contact us form.

If you got your eyes tested at a different Optometrist and used that prescription to order glasses through Oscar Wylee, we will have a record of this on your account. Due to legal reasons, we are unable to give you a copy of this as we did not perform the original eye test. We will use this to help troubleshoot or if we perform an eye test, the Optometrist can use this to see how or if you eyes have changed.

I have seen coupons online with discounts. Do you accept these?

We do not offer discounts through third party sites. If we have a promotion, we will contact you via our mailing list or post on social media so you get the best deals available.

What is my pupillary distance and how do I measure it?

Your pupillary distance (PD) is the distance in millimetres between your eyes from the center of one pupil to the other. This measurement is used to determine the location of the optical center to correctly position your new lenses.

If your PD is not recorded on your prescription, visit your optometrist or a nearby optical store to have it measured professionally. We are also happy to measure your PD if you visit us at one of our stores.

Don't know your PD? Download the PD Measurement Tool Here

What is your returns policy?

Since each pair of glasses is customised based on your prescription, we cannot offer any exchange or refund for change of mind on prescription items.

If the prescription provided from an external optometrist is incorrect or if the prescription is no longer valid, purchasers agree that Oscar Wylee is not responsible for the cost of the remake.

For non-prescription over the counter items, we can offer exchanges within 14 days from received granted they are still in satisfactory condition.

When can I expect my glasses to arrive?

Purchase orders are usually ready for collection in store within 7-10 business days from the date of purchase. If you ordered online or have selected to have them shipped to you, please allow a little longer. Once your order has been shipped from our warehouse, we will send you an email with the tracking information.

Certain orders with incomplete prescriptions will take longer to fulfil, as we may need to contact you to verify or obtain missing information. This may also be the case when we need to obtain your prescription from your optometrist.

Please allow more time for collection or delivery during peak times of the year like public holidays or the christmas period.

My prescription has expired. Can I still use it to order glasses?

Unfortunately, we are unable to use an expired prescription to produce new glasses. The eyes can change and it's always good to keep up-to-date with all eye health checks. If you order online, and your prescription has expired, we will not be able to start production of your order until a valid prescription has been received.

Click here to book a test or contact you local store.

What does my order status mean?

Our orders can have a different status depening on where it's at in the production line.

Here is a break down of each status and what it means:

On Hold - This means that your order is on hold in our system whilst we attain more information. We may need to contact your or your previous optometrist and update your order before we submit it to our lab for production.

Processing - Your order is ready to be sent to our lab.

Attention Needed - This means your order is ready to be sent to our lab and needs to be checked once it arrives in store.

Exported to Lab - Your order is in production.

Exported to Review - This means that your order is in production but we need to check your order before we contact you for collection.

Complete - Your order has arrived in store or has been shipped out to you. You will receive an email to either confirm store collection or with a copy of the tracking information if posted.

Closed/Cancelled - This means that the order has been closed in our system. If you think this is incorrect, please contact us.

Do you sell prescription sunglasses?

Yes we do! You can upgrade to prescription sunglasses for an additional cost per pair.

There are 7 colors to choose from, red, yellow, blue, pink, brown, grey and green.

If you are unsure, please visit your local store to check the samples.

All prescription sunglasses ordered online will come with polarised lenses as standard, unless otherwise stated. This is an additonal $120 per pair.

Can I claim for non prescription glasses with my health fund?

Due to health fund restrictions, we are not able to claim for non prescription items via private health insurance either in store, or via an invoice online.

If you are getting a different Optometrist to fit lenses into your Oscar Wylee frames, they may be able to claim towards the lenses but this depends on policy limits.

Contact your health fund provider for more information.