Frequently Asked Questions

What is your return policy for glasses and sunglasses?

We accept glasses and sunglasses returns within 30 days of the delivery date. Items must be returned in new and unworn condition, with their original complementary cases to be eligible for a full refund. If you purchased online and you're not satisfied with your new pair, please contact us via our toll-free number at 1-800-639-478 for help. Please note this is only applicable to online orders. If you purchased in store and you’re not satisfied with your new pair, please visit us in person at any of our Clearly locations, we'd love to help you. Please note we are unable to process returns for orders placed online at any of our retail locations. A small number of heavily discounted items may have moved to our Last Chance / Final Sale category, in which case they're ineligible for a refund, exchange, or store credit.

What is your return policy for contact lenses and accessories?

Contact lenses may be returned within 30 days of delivery. Boxes must be sealed, unopened, and unmarked.

RGP (rigid gas permeable) lenses are custom made for each individual order. As such, they are final sale and cannot be returned or exchanged.

Contact lens cases are final sale items and cannot be returned or exchanged.

How long does it take for a refund to get back to me?

We will process your refund within 4-7 business days of receiving your return at our warehouse. Please be mindful that depending on your bank's processing time, refunds may take a few extra days to be available in your account.

Please contact us via our toll-free number at 1-800-639-478 if you wish to return an item, and we'll email you a prepaid return label. Returning your purchase without using this label can lead to delays in processing your refund.

You'll be notified via email when your return has been processed and when the refund has been completed.

Can I return contact lenses that have been opened?

We only accept returns for sealed, unopened, and unmarked boxes of contact lenses within 30 days of delivery.

RGP (rigid gas permeable) lenses are custom made for each individual order. As such, they are final sale and cannot be returned or exchanged.

Contact lens cases are final sale items and cannot be returned or exchanged.

What should I do if I have a hard time seeing with my new glasses?

Having difficulty seeing clearly with your new glasses can be due to a variety of reasons. Start by asking yourself:

• Do the glasses fit you well? Sometimes, the prescription is not as crisp because the glasses aren't properly adjusted. Visit your nearest Clearly store for a free adjustment.

• Is it a new prescription? Adjusting to a new prescription can take a few days. It's best to wear your new glasses consistently to adjust to your new prescription, as taking them on and off makes it harder for your brain to adjust.

• Are your prescription and PD accurate? Use the packing slip included in your package to check that the prescription ordered matches the prescription from your doctor. If the prescription was wrongly entered, please contact us via our toll-free number at 1-800-639-478 to set up an exchange.

• Does your vision sharpen when you look up or down? Put your glasses on and look straight ahead. Lock your eyes on a point in the distance, then slowly tilt your chin up and down (without moving your eyes). If your vision sharpens when you look up or down, the position of the lenses in your frame may not be right for you. Please contact us via our toll-free number at 1-800-639-478 to let us help you with an exchange.

What is covered under your warranty policy?

Our warranty covers manufacturer’s defects on frames and lenses within one year of the delivery date. It does not cover damage caused by the wear and tear of everyday use, sudden force or impact, accidental damage, including but not limited to: lens scratches, loose hinges, missing screws, broken frames, detached temple tips or detached nose pads.

Any cosmetic issues, such as scratches, paint chips or marks, are not covered by warranty unless they occur straight from the box and are reported within 14 days of delivery; after 14 days they will be classified as wear and tear and be ineligible for any return or warranty claim.

How do I make a warranty claim?

If you experience a manufacturing defect within 365 days of delivery, please contact us via our toll-free number at 0-800-446-107 to request a one-time replacement service. You'll receive further instructions on how to prepare and return your defective glasses or sunglasses after you start the warranty claim process.

As warranty claims are subject to review, our team will assess photos of your defective product. If your warranty claim is approved, we'll replace the product at no charge on a one-time basis.

What should I do if I need a new nose pad?

Most nose pads are easily replaceable by any local optical professional. Note that some of our Clearly frames may come with nose pads that are exclusive to Clearly; because they cannot be purchased separately, nose pad replacements may not be possible with select frames.

How long does it take for my order to ship?

Shipping time determines how quickly your item will be delivered to your doorstep once your order is ready to leave our warehouse. It doesn't include processing time (assembly and fulfillment time), which can take up to 10 days.

The time it takes for shipping varies based on postcode. General shipping time frame for in-stock items can be delivered in 4 days through express shipping within New Zealand.

On top of shipping time, we need a few days to assemble and fulfill your order.

• Prescription glasses: requires 6–10 days to process, depending on the prescription intricacies and lens types. Once your order is ready, the shipping time begins using your chosen shipping method.

• Non-prescription sunglasses: requires 5-7 days of your order being placed to process, if there are no prescription products in your order. Once your order is ready, the shipping time begins using your chosen shipping method.

• Contact lenses: custom orders for more complex prescriptions (toric, multifocal, RGP) will need to be ordered in from the manufacturer. Once we received your contacts, they'll be shipped within 1–2 days using your chosen shipping method.

Where is my order?

Once your order has been successfully placed, we'll send a 'Confirmation of order' email to the email address you used during checkout. Please allow 1–10 days to process and hand off to our partner couriers. When your order is shipped, we'll send a shipping confirmation email with a tracking number. Your order number can also be found in your Clearly account.

My order says that it is delivered, but the package hasn’t shown up yet. What should I do?

Your package was likely scanned as "delivered" by the courier. Please allow two business days to receive your delivery. If it's been more than two business days and you're unable to locate your package, contact us via our toll-free number at 0-800-446-107.

I paid for express shipping, but I haven't received anything. Where's my order?

Shipping time frames exclude assembly and fulfillment time, which can take up to 4 days depending on your product and prescription. Once your order is ready to leave our warehouse, the shipping method you chose at checkout determines how quickly your item will be delivered to your doorstep. Please see general time frames below:

Prescription glasses and prescription sunglasses

Require 6–10 days to process plus shipping

Non-prescription sunglasses and accessories

Require 5-7 days to process plus shipping

Please note: shipping time is determined by your post code; additional time may be required for orders shipped to P.O. box addresses, rural or remote areas.

How do I buy glasses online?

Before you order a pair of prescription glasses online, you'll need:

• Your latest glasses prescription to ensure your new glasses are perfectly suited to your vision needs.

• Your pupillary distance (PD), which can be found on your glasses prescription. It ensures your prescription is correctly centered on the lenses before they're mounted into the frame, so you can see clearly with your new pair. If you're unable to find your PD, it's best to get it from your eye care professional or measure it by yourself with our instructional video.

• Your glasses measurements, which can be found on the inside of your current glasses’ temples. Look for a series of three numbers (e.g. 53-14-140) for lens width, nose bridge width, and the length of your frame arms, in that order.

Now that you've got your glasses prescription and measurements, here comes the fun part:

1. Find the right frame

Enter your glasses measurements using the filter for size on the menu and virtually try on different styles to find frames you love the look of. Pro tip: enter your PD for an even better fit.

2. Enter your prescription

Once you've chosen your frame, click ‘Add lenses’ and enter your prescription details where applicable, including your PD.

3. Select your lenses

After entering your prescription, you'll be able to pick your preferred lens types and thickness from a selection of lenses that're most suited to your prescription.

4. Place your order

Head to checkout, apply a coupon code, enter your shipping details and payment information to secure your order.

What information do I need when placing an order?

Here's what you need for prescription eyeglasses:

• Your glasses prescription

• Your pupillary distance (PD)

• Your glasses measurements

For contact lenses, you'll need your contact lens prescription: it's different from a glasses prescription since the measurements are unique. Your prescription contacts will include:

• Contact lens brand

• Base Curve (BC)

• Diameter (DIA)

• Corrective power: Sphere, Cylinder, Axis, and ADD

Visit our blog for detailed info about:

• How to read your glasses & contact lens prescriptions

• How to buy glasses online

• How to buy contact lenses online

Can I use the Virtual Mirror tool to determine fit?

If you enter your PD when using Virtual Mirror, it will give you a fair representation of the overall frame width. We still recommend checking the measurements of the frames you like and comparing them to your current glasses to ensure the best fit possible!

How do I know if my frame fits me?

The greatest consideration is how comfortable you feel in the frame. If something feels off but you can’t quite pinpoint what, please check the following:

• Total frame width: check if there is any tension on the hinges or if the temples flex outwards. These are signs that your frame is too small. If your frame is too wide, the temples might not touch your face at all in front of your ear.

• Temple length: feel with your hand how much temple sticks out behind your ear. Anything less than 2cm is likely too small; if you feel there's too much material, you might need shorter temples.

• Nose bridge: a plastic nose bridge should sit nicely on your nose and have contact with at least 5mm of skin on the sides of your nose. Anything less than that is likely too wide and loose; if the frame bridge sits overly high or touches the very top of your nose, it will likely pinch and is too small.

If you need help choosing a better fit for you, please contact us via our toll-free number at 0-800-446-107 and a trained representative will help you find the perfect pair.

What can I do if my glasses don't fit?

If your glasses don’t fit, please contact us via our toll-free number at 0-800-446-107 and we'll do our best to help you achieve the best fit. Please have the following in handy:

• your order number

• your glasses

• an old pair of glasses that fits (if you have one)

I love my glasses, but they slip off my face! What should I do?

We know how you feel about pushing your glasses back up your nose all the time. If your glasses are always slipping or sliding down your nose, it's likely caused by:

• Incorrect temple fit that's unable to hug your face properly

• A nose bridge that's either too small or too big

Here are some tips to keep your frames from slipping, so they can sit perfectly:

1. Put on your frames in front of a mirror

2. Find a sweet spot: ideally what a proper frame fit all day long looks and feels to you

3. Look in the mirror and find out which part of the frame isn’t fitting well

4. Follow our guide to adjusting glasses: adjust the frame part that'll allow your glasses to sit comfortably

Can I adjust my glasses/frames?

If there isn't a Clearly store nearby, you can use our guide to adjusting glasses yourself.

Here are a few tips to look out for when adjusting your own frames to avoid overcompensating or damaging your glasses:

• Keep heat away from the lenses as much as possible

• Perform adjustments a small bit at a time instead of bending excessively

• Use your bare hands to feel when the material "gives" a bit, and limit the risks of scratching your frame

• Use gentle, steady pressure to place less stress on the frame's material

I'd like to buy the same frames that I bought a few years ago. Why can’t I find them on your website?

We work hard to introduce new styles every season and not every glasses model we offer is renewed. If you're unable to find the same frame on our website, it’s likely that it’s been discontinued. We recommend using the filters to browse frames similar in shape, size, and colours! Alternatively, our team knows the catalogue like the back of their hand - reach out for style advice via chat or phone. Shop glasses here.

Can I get frames without lenses?

While we can’t ship a frame without lenses in it, you can order free clear, non-prescription lenses:

• Pick your frame

• Click ‘Add lenses’

• Click ‘Non-prescription’.

• Choose your light filter

• Select lens thickness

• Add 'C Shield' coating

If you'd like to have a local optical store install lenses for your new frame, simply order your lenses without anti-reflective coating. Please note: any alterations of lenses void your frame warranty.

If your new frame is intended for cosmetic purposes, adding an anti-reflective coating will ensure a stylish, authentic finish.

What type of lenses do you offer?

We offer a wide variety of lens designs and materials. All our lenses come in a curated selection of materials and indexes to ensure your lenses stay thinner and lighter while providing more aesthetically appealing glasses for those with stronger prescriptions. You can find more information on our different lenses and coatings here.

Simply enter your prescription and we’ll offer you a choice of lens indexes that gives you the freedom to decide if your priority is thin and light or if you’re looking for a backup pair on a budget.

Can I get my lens replaced?

We're unable to offer a lens replacement service. However, with frames starting from just $9 and free shipping over $100, you can get a new pair easily without breaking the bank. Grab your pair now in our glasses collection.

I got designer glasses, but where is the brand logo on the lenses?

If you ordered a pair of prescription designer glasses, their original lenses will be removed. Upon removing the designer lenses to customize them with your chosen prescription lenses, we're unable to guarantee the integrity of the original lenses. We customize your frames with our high-quality prescription lenses, which is why you won’t see the brand logo on your lenses.

Taking product safety and quality seriously, we won't ship compromised, flimsy lenses that are prone to crack, as a result from the process of being removed from the frames. As such, the original lenses are discarded and excluded from prescription orders.

What is the best way to clean my glasses?

• Always wipe the lenses from side to side

• Start at the nasal side

• Wipe any dirt or oil towards the temporal edge of the lens

Pro tips:

• Lenses should never be dry when cleaning. A little bit of moisture helps prevent debris from scraping across the lens surface and enable your microfibre cloth to pick that up

• Wash your lens cloth once every two weeks to prevent dirt and oil that was removed by your cloth from being smeared back onto your glasses

Can I use my eyeglasses prescription to order contact lenses?

No, because your eyeglasses prescription is different from a contact lens prescription. Since contacts are worn on your eyes, they aren't positioned at the same distance as glasses and the measurements are dissimilar. Only a licensed contact lens fitter can adapt a glasses prescription to a contacts prescription, upon performing fitting trials with you.

A valid contact lens prescription includes:

• Contact lens brand

• Base Curve (BC)

• Diameter (DIA)

• Corrective power: Sphere, Cylinder, Axis, and ADD

If you’re unsure whether you have a glasses or contacts prescription, please call us via our toll-free number 1-866-414-2326.

Visit our blog for detailed info about:

• How to read your glasses & contact lens prescriptions

What should I do if my contact lenses are frozen?

Brand-new contacts are safe to wear even if the packets have frozen due to extreme weather conditions. There's no need to throw them out, since they can be recovered:

• Thaw frozen contact lens packets overnight at room temperature. Contact lenses are protected by the solution in which they are stored. As long as the seal on the package remains intact, the contacts inside will remain sterile

• Avoid placing frozen contacts in a warm setting, as the heat can modify the chemical properties in the solution and negatively impact the quality of your contacts

• Once defrosted, rinse your contacts with fresh saline solution before inserting them into your eyes. It's safe to wear them as usual, following your regular wear schedule

While this occurrence is very rare, if your contacts have become uncomfortable or defective after being frozen, please discard the lens and contact us via our toll-free number at 0-800-446-107.

Do I need a prescription to place an order?

If you wear prescription eyewear, it's best to shop with your latest prescription to ensure your new pair are perfectly suited to your vision needs. If your eyes don't need prescription, go ahead and order non-prescription eyewear.

Can I order prism correction in eyeglasses at Clearly?

We don't offer prism lenses, as we believe prescriptions that include prism are best filled by the prescribing doctor’s office. Filling a prescription that includes prism heavily relies on seeing the customer in the frames at the time of purchase, so that additional measurements can be taken and the frame can be assessed and adjusted, which we're unable to accommodate.

What do all the acronyms on my prescription mean?

• OD “oculus dexter” indicates your right eye’s parameters

• OS “oculus sinister” shows your left eye’s parameters

• SPH “sphere” indicates the amount of lens power prescribed for nearsighted or farsighted vision. It's measured in diopter, using (+) for farsightedness (hyperopia) and (-) for nearsightedness (myopia)

• CYL & AXIS: Both Cylinder (CYL) and Axis numbers (between 0 and 180 degrees) are required to correct Astigmatism

• ADD provides magnifying power for reading, bifocal, multifocal, and progressive lenses. You'll most likely have the same number for both eyes, ranging between +0.75 and +3.00

Some glasses prescriptions also include additional numbers such as:

• PD (Pupillary Distance) is the distance between the centre of your pupils, measured in millimetres (mm). It indicates where the optical centre of your lenses should be placed so you can have the best, most comfortable vision

• Prism: measured in prismatic diopter and only required when eye alignment needs assistance. We're unable to offer prism prescription glasses, as we believe a prism prescription is best filled by the eye doctor.

For more information, read our blog article on how to read a prescription.

What do all the acronyms on my contacts prescription mean?

• Base Curve (BC) indicates your contact lens’ shape. Depending on the steepness or flatness of your cornea, it'll determine how large your contact lens should be

• Diameter (DIA) indicates your contacts’ length to ensure your cornea is covered properly

• Brand: your eye doctor determines the right brand and lens type based on your vision needs, preferences, and specific requirements

• Expiration date: your eye care doctor provides an expiry date for your prescription. Generally, your contacts prescription lasts a year—after that, you'll need to get a new prescription.

• Corrective power: Sphere, Cylinder, Axis, and ADD indicate the power needed in your contacts. These numbers often change (or disappear) between your glasses and your contacts prescription, especially with higher powers.

For more information, read our blog article on how to read a prescription.

How do I apply a coupon code?

A coupon code can be applied during checkout. After selecting your products, you'll be able to view your cart before confirming your purchase and applying your coupon code.

Please note: products that are already discounted may not be eligible for further discounts.

Can I apply a coupon code after my order has been placed?

Yes, if you forgot to apply a coupon code during checkout after your order was placed and it's still active on our website, we can help. As long as your order was eligible and the promotion hasn't expired, simply give us a call within 14 days of purchase at our toll-free number 0-800-446-107 and we’d love to apply it for you!

Can I use the same coupon code after I've cancelled or returned my order?

If you’ve cancelled or returned your order, we'll honor the same coupon code within 14 days of the original purchase date, granted that the new order matches the terms and conditions. If the offer has expired, simply contact us via our toll-free number at 0-800-446-107 to have the code applied.

How do I receive my new customer discount?

If you’re a first-time customer, sign up to our mailing list to receive a special offer on your first order! Simply scroll down to the footer of our website on any page and sign up for news and exclusive offers.

I'm a new customer and received a special coupon code by email. Why is my coupon code not working?

• The first-time customer offer only applies to your first order. If there's a past order in our system, the code you received by email won't apply

• Offer is subject to terms and conditions as stated in the email. If you're unsure whether your order qualifies, please contact us via our toll-free number at 0-800-446-107 and we'd love to help you

Can I make a change to my order after it was placed (address, prescription change...)?

Typically changes can only be made within 2 hours of your order being placed. Depending on your order status, we may be able to accommodate the change requested. Please contact us via our toll-free number at 0-800-446-107.

In some cases, we may not be able to accommodate the change requested. If so, we may help you cancel your order at no charge so that you may place a new one with the correct parameters.

Can I cancel my order after it was placed?

Typically changes, including cancellations, can only be made within 2 hours of your order being placed. Depending on your order status, we may be able to cancel an order. Please contact us via our toll-free number at 0-800-446-107 and let us help you cancel or set up a return.

What are the acceptable payment methods when I shop at Clearly?

We accept both debit and credit cards: Visa, MasterCard, American Express, and Discover; as well as PayPal, Visa Checkout and Apple Pay. Learn more 

What is an insurance and handling fee, and why am I charged?

An insurance and handling fee offers additional insurance on your order to ensure that if your package never arrives or is damaged during transit, you're covered for a free replacement.

Unless otherwise stated, insurance and handling doesn't apply to offers that discount shipping.

Why am I seeing a double charge?

Your credit card will only be charged after your order has shipped. Before shipment, your card or account statement may show an authorization hold as a pending online transaction from Clearly.

Pending charges help us verify your payment method details. At this point, your card hasn't been charged yet and the hold will be lifted when the transaction is finalized.

How can I get a copy of my receipt?

You can find all your receipts on your MyAccount:

1. Log into your MyAccount.

1. Click on Order History.

1. Select "View all orders".

1. Click "Print Receipt" and you will see your receipt formatted for printing.

Note: a receipt will only be generated once your order has shipped.

Can I change the name on my itemized receipt?

If the name on your order receipt doesn’t match the name of the glasses or contact lens wearer, we can have this changed for you.

Please contact us via our toll-free number at 0-800-446-107 and we'd love to help you!

How do I make my insurance claim?

Once your order ships out, you'll receive an electronic receipt from us, which you can send to your insurance provider (along with any other paperwork they require).

The receipt will show the date your order was placed (so don't worry about receiving your order after your coverage has ended, as long as you've ordered within your coverage dates).

For more information, read our blog on how to use vision insurance on Clearly.

If your insurance requires additional paperwork to be filled out by the provider, contact us via our toll-free number at 0-800-446-107 and we'd love to take care of it for you.

What is your price match policy?

We offer Price Match Guarantee on contact lenses. This means that we'll match the final checkout price of any authorized online retailer (as determined by Clearly):

• Product must be in stock on the competitor’s site

• Product pricing must be accessible by entering the competitor’s URL directly, and navigating to the product page (which means third party links, Google Ads pricing, or geo-targeted pricing cannot be honoured)

• Product must be identical: same number of boxes with same number of lenses, for the same prescription

• Product pricing must be shown in New Zealand Dollars on the competitor's website to qualify; international price matching is not possible

• Shipping, handling, and additional fees charged by the competitor will be factored in

• Active sale offered by the competitor will be factored in (except for limited-time offers of less than 48 hours, “limited box quantity” offers, discontinued product clearance sales). Promotions that have ended are invalid

The price match cannot be combined with any offer on our site. We'll match up to a maximum discount of $100 per order. We allow 3 price matches within 90 days.

RGP lenses are custom made and therefore excluded from our Price Match Guarantee.

This offer is exclusive to contact lenses. Glasses and sunglasses are ineligible for price matches with other sites.

How do I request a price match on my contact lenses from Clearly?

Before placing your order or within 14 days of placing your order on our site, please contact us via our toll-free number at 0-800-446-107.

A trained representative will validate the final price of the competitor of your choice (including shipping fees, exchange rates, sales taxes, and any other fees charged by the competitor).

We will adjust the price of your order, so it matches the price of the competitor. Please note that financial adjustments are performed post purchase.

The guarantee is based on the competitor's final price. As such, we cannot combine the competitor’s offer with any coupon codes featured on our site. This offer isn't eligible for custom, made-to-order, and RGP lenses.

Why can’t you price match my order?

Your order might be ineligible for price matching. Refer to our Price Match Policy and contact us via our toll-free number at 0-800-446-107 if you’re still unsure why we can’t price match your order.

Do you price match glasses/sunglasses?

We don't price match glasses or sunglasses featured on competitor sites. If your eyeglasses or sunglasses go on sale on our site within 14 days of your purchase, we'd be happy to provide an adjustment for the difference in cost. After 14 days have passed, we're unable to extend this offer.

The following frames are excluded from said adjustment: Ray-Ban, Ray-Ban Junior, Oakley, Bolon, Arnette, Coach, Michael Kors, Polo, Ralph Lauren, Tory Burch, Versace, Emporio Armani, Ralph by Ralph Lauren, Dior, Vogue, Chloe, Chaps, Brooks Brothers, Gucci, Bottega; any glasses frame priced below or equal to $19; any frame in the “Clearance” or “Last Chance” sections.

How does having a Clearly account work?

Having a Clearly account allows you to access your order history, prescription information and more. It's best to log in whenever you visit our site so you can easily save your favourites and quickly access your saved prescriptions or payment and shipping information for speedy shopping and checkout.

What are the benefits of having an account?

Some of the best things about having a Clearly account are:

• Track your shipment(s)

• See your Order History

• Print receipts

• Save your favourites

• Access your personal details (update & change your password)

• Review your securely stored address & payment information

• Save and manage your prescriptions

• Effortless self-service returns

• Access your insurance claim records

And there are many more! We're always working on new features and benefits, so sign up for an account to experience how easy it is to shop for eyewear with Clearly.

How do I change or reset my password?

• If you've forgotten your password, select the "Forgot password" option on the login screen. You'll be asked to provide your account email — we’ll send you a link to set a new password, or

• If you simply want to change your password, log in to your account, select "My Profile" and then "Change Password"