Shipping and returns policy

Holiday Season Returns Extension

To celebrate the holiday season, sunglasses and glasses purchased during November 18th – December 31st 2024 are eligible for a 60-day change of mind return period! See our Returns Policy for further details.  

What is your return policy for glasses and sunglasses?

We accept glasses and sunglasses returns within 60 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 or exchange.
If you're not satisfied with your new pair, please contact us via our toll-free number at 1-866-414-2326 or visit one of our stores if you purchased your glasses or sunglasses in person, we'd love to help you.
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?

Upon confirmation from the courier that your product is safely on its way back to our facility for inspection, you can expect to see your refund within 4-7 business days.

Please contact us via our toll-free number at 1-866-414-2326 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 1-866-414-2326 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 1-866-414-2326 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.