Delivery, Shipping & Returns FAQ

When will my order arrive?

In-stock contact lenses and solutions are usually dispatched the same business day where possible.

Auckland deliveries usually arrive the same day or next business day after dispatch. Most other New Zealand urban deliveries are usually overnight after dispatch.

Some prescriptions and less common lens types are not held in stock and may take longer. Please check the estimated delivery time shown on the individual product page before ordering.

If an item needs to be back-ordered, we will contact you with an updated estimated delivery time.

Are all contact lenses held in stock?

No. We hold many common contact lenses and solutions in stock, but some prescriptions, toric lenses, multifocal lenses, coloured lenses, and less common powers may need to be ordered from the supplier.

Product pages show estimated delivery times where possible.

Why do some contact lens orders take longer?

Some contact lens prescriptions are less common and are not always available for immediate dispatch. Toric, multifocal, coloured, high-power, and unusual base curve combinations can sometimes take longer.

If there is a supplier delay or back-order, we will contact you with an updated estimated delivery time.

Will I receive tracking information?

Yes. When your order is dispatched, we will email you a tracking link where tracking is available.

Which courier companies do you use?

We mainly use New Zealand Couriers or NZ Post. Courier service levels can vary, so we select whichever courier we feel provides the best service for your delivery route.

Overseas orders are sent by New Zealand Post.

Do you deliver to PO Boxes?

Yes. We use NZ Post to deliver to PO Boxes.

Do you deliver to rural addresses?

Yes. We deliver to rural addresses. An additional rural delivery charge may apply, and delivery may take up to an extra 3 days.

What are the current delivery charges?

Delivery charges are calculated during checkout and may vary based on your delivery address.

International prices can also differ for some countries, so it is best to check the final delivery price during checkout before payment.

Items shipped outside New Zealand will have GST deducted from the item price, but not from the shipping price.

Delivery prices are shown during checkout before payment and may change if courier rates are updated.

Can I collect my order?

Yes. Store pickup is available from Highbury Optometrists at 52 Mokoia Road, Birkenhead, Auckland.

Please wait until we confirm your order is ready before collecting it.

Can I get urgent delivery in Auckland?

In Auckland, urgent delivery may be possible for in-stock items. Please contact us before ordering if you need same-day urgent delivery.

For an additional charge, we may be able to arrange a point-to-point courier. Some customers also choose to collect their order or arrange their own courier or Uber collection, but this must be confirmed with us first.

Can I change my delivery address after ordering?

Please contact us as soon as possible if you need to change your delivery address. We can update the address if the order has not yet been dispatched.

Do you deliver outside New Zealand?

Yes. We can deliver overseas, although an additional delivery charge will apply. Delivery times may be longer than stated for New Zealand orders.

You may also be liable for import duties, taxes, or customs charges in your own country.

Will I pay GST on overseas orders?

Items shipped outside New Zealand will have New Zealand GST deducted from the item price. GST is not deducted from the shipping price.

Can I return contact lenses or solutions?

Yes. Contact lenses or solutions can be returned within 10 days of receiving the goods, provided they are unopened, unused, in original condition, and in undamaged original packaging.

You are responsible for the cost of returning the item to our Auckland office unless the item is faulty or we have supplied the wrong item.

Can I return opened boxes?

No. For safety and hygiene reasons, we cannot accept opened contact lens boxes or opened contact lens solutions unless the product is faulty.

What if I ordered the wrong prescription?

Please contact us within 10 days of receiving your order.

If the boxes are unopened, unused, and in undamaged original packaging, we can usually arrange a return or exchange. Return courier costs are normally the customer’s responsibility.

What if my contact lenses are faulty?

If your contact lenses appear faulty, please contact us within 10 days. We may provide a prepaid return option and will arrange a replacement, refund, or credit after checking the returned item.

What if you sent the wrong item?

If we have supplied the wrong item, please contact us within 10 days. We will arrange a return and replacement, refund, or credit.

Who pays for return courier costs?

If you are returning an item because you changed your mind or ordered the wrong prescription, you are responsible for the return courier cost.

If the item is faulty or we have supplied the wrong item, we will usually arrange or cover the return.

How will my refund or credit be processed?

Either is fine. We can refund you using the same payment method you used, or apply a credit to your account to use next time you shop with us.

How long do I have to return an item?

Please contact us within 10 days of receiving your order if you need to arrange a return.