Clearly Returns & Shipping Policy
RETURNS
In this Returns Policy, “Clearly”, “we”, “our”, “us” refers to Coastal Contacts (ACN 115 412 943) and their related bodies corporate, and the ultimate holding company EssilorLuxottica, including related entities.
Change of mind returns
If you are not satisfied with your prescription eyewear, frames, sunglasses, or accessories (“Eligible Products”) purchase from clearly.co.nz/en-nz you may request to return your Eligible Products for a refund or exchange within 30 days of the delivery date (unless defective). We offer our change of mind policy over and above your statutory rights and any warranties. To be eligible for a refund or exchange for change of mind, Eligible Products must be returned in original, unopened, unmarked packaging including any accessories, manuals, documentation, and registration that was included with the product and in ‘as new’ and undamaged condition with a Return Authorisation (RA) number. The Eligible Products must be returned to us within 14 calendar days of the issuance of the Return Authorisation number. Any refunds will be credited to your original method of payment. Returns that do not meet these conditions, will be ineligible for a refund or exchange.
Our change of mind return policy does not apply if you have used, broken or damaged the product in any way. It cannot be used or combined with any other offer, discount, or promotion.
We do not accept change of mind returns for the following products: contact lenses, contact lens cases, solutions, eye drops and items in our Last Chance/ Final Sale category. Original freight or shipping charges are not refundable under this offer.
This does not alter any consumer guaranteed rights when buying a good or service. Please see below for more information. If you are experiencing issues, or identify a fault or defect, please contact us on 1 866 414 2326 (toll free number).
Note: We only accept returns on items purchased from clearly.co.nz/en-nz.
Instructions for Returns
Returning online purchases by mail is super easy and always free. Here's what to do:
1. For all returns call our Customer Service on 1 866 414 2326 (toll free number) to create your Return Authorisation and to receive your free Return Label.
2. Pack item(s) in the original packaging including any documentation, accessories and manuals received with the product - make sure the package is secure and that the contents do not risk being damaged during shipping.
3. Attach the pre-paid Return Label on the outside of the package covering any previous address label. Alternatively, bring a digital copy of your pre-paid Return Label to your nearest Post Office, who will be able to scan and print your label for you.
4. Drop your package at any New Zealand Post store or box.
How long does it take for a refund to get back to me?
We will process your refund or exchange request within 7 business days of receiving your return. Please allow extra time for any refund to be credited to your payment method. Bear in mind that depending on your financial institution, or the method of payment used to purchase goods, funds may take a few extra days to be available to you.
Warranty for items purchased online at Clearly
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 30 days of delivery; after 30 days they will be classified as wear and tear and be ineligible for any return or warranty claim.
For further information, please refer to the Clearly Warranty Policy here
In addition to our Warranty, the applicable consumer laws in Australia and New Zealand protect consumers by giving them certain guaranteed rights when they buy goods and services. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law or the New Zealand Consumer Law. You are entitled to a replacement or refund for a major or substantial failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major or substantial failure.
MORE INFORMATION
RETURN AUTHORISATION (RA) NUMBER REQUIRED
All Eligible Products purchased online being returned for change of mind must have a Return Authorisation number in order for us to process the refund or exchange. Product must be returned within 14 days of receiving the Return Authorisation number.
30-DAY RETURN PERIOD FOR PRESCRIPTION EYEWEAR, FRAMES, SUNGLASSES & ACCESSORIES
You must request a Return Authorisation number within 30 days of the delivery date. Securely package items as we are not responsible for any items lost or damaged in transit.
MISSING ITEM OR DAMAGED PRODUCT FEE
We will not accept any products for a change of mind refund or exchange if it is missing the original box, packaging material, contents, accessories, and/or manuals (i.e. any product not in "sellable" condition). We will charge you the costs of returning these items to your shipping address.
SHIPPING & DELIVERY
Shipping timeframe & methods
Shipping estimates are an indication of 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 in addition to the shipping estimates below.
TYPE OF SHIPMENT
Express Shipping: COST $12.99
Please allow an additional 2 day delivery for metro
PO boxes and 3-4 additional days for rural PO boxes.
ESTIMATED DELIVERY: 5 business days. According to stock availability
For Express delivery orders placed after 12pm AEST, please allow 1 additional business day for processing.
- Prescription glasses & sunglasses: requires 6–10 business 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 business days of your order being placed to process, if there are no prescription products in your order. Orders that include both non-prescription and prescription products will be shipped all together once all products are ready. Please refer to the prescription glasses & sunglasses processing times above. Once your order is ready, the shipping time begins using your chosen shipping method.
- Contact lenses: custom orders for more complex prescriptions (e.g. toric, multifocal, RGP) will need to be ordered in from the manufacturer and lead times can vary. Once we received your contacts, they'll be shipped within 1–2 days using your chosen shipping method.
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 delivery partners. 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.
Once you've placed your order, we're unable to redirect a package. If our delivery provider is unable to deliver the package to the address you provided, the parcel will be returned to our fulfillment centre and processed as a return.
Delivery considerations
- All orders are subject to review and could require additional processing time.
- Weekends and public holidays are not considered business days.
- Carrier delays are possible during high order volume periods and may affect shipping times. Please refer to the information on your tracking details for the most up to date shipping estimates and times.