FAQ - The Glasses Lady

FAQ - The Glasses Lady

How do I get started?

Book a Consultation: Schedule an Eyewear Styling Consultation at one of our locations: Carramar, Yanchep, mobile, or online.
Styling Session: Join us for a 1–2-hour consultation where we style you in eyewear that suits your features and personality, discovering the perfect tones and shapes.
Custom Made Eyewear: Choose from over 400 colours to design your unique frame.
Prescription Lenses: Discuss lens options tailored to your lifestyle.
Fitting: (Perth Only) Visit us for a final fitting to ensure your glasses fit perfectly.

What do I need before ordering from you?

All you need is a copy of your prescription. Ask your optometrist for it; they can print, email, or fax it to you. The prescription should be no more than two years old. You can bring it along to a face to face visit, email it to tracy@theglasseslady.com.au or online place an order and send your prescription to us afterward.

How do I obtain my prescription?

In Australia, opticians are required by law to provide your prescription after an eye examination. You are not obligated to purchase glasses from your optician, so don’t feel pressured.

How do I get prescription lenses for the frames I like?

Orders online-Select your frame and lens, then email or upload your prescription. We’ll process your order.

Will the frames I’ve chosen accommodate my prescription?

Most of our frames can accommodate all prescriptions. Send us your prescription details to tracy@theglasseslady.com.au, and we’ll confirm suitability.

Do you sell prescription glasses for children?

Yes, we have a beautiful range of frames for children. We recommend upgrading to a thin lens for durability.

Do I need to send you a copy of my prescription?

Yes, but not right away. You can email your prescription details at the time of order or upload a copy on our site. Ensure it’s up to date (not more than two years old).

I can't find an 'addition' reading on my prescription - what do I do?

If your glasses are for distance only, you don’t need the addition value. It’s required for reading or close-distance work. Optometrists may use 'ADD' or 'Near' instead.

How strong a prescription can you cater for?

We handle most complex prescriptions. Send your prescription to us, and we’ll recommend the best lens and frame options.

Can I use my contact lenses prescription for ordering glasses from you?

No, contact lenses have a different prescription since they are worn on the eye, unlike glasses.

I'm unsure about how to enter my prescription online. Can I send it to you instead?

Yes, email a copy of your prescription to tracy@theglasseslady.com.au, and we’ll attach it to your order.

What is my pupillary distance (PD), and how do I find out what it is?

PD is the distance in millimetres between the centres of your pupils. We need your PD to complete your order. It’s often written on your prescription. If we style you in person, we take the measurements for you.

For online orders: Contact your optometrist.
Measure it yourself: PD Measurement Guide.
Download the app: EyeMeasure App.

Can I claim through my Australian health fund provider?

Yes, you can claim back your optical rebate on prescription eyewear from The Glasses Lady.

What material are the lenses made of?

Our glasses come with plastic optical lenses that comply with FDA certified requirements.

Do plastic lenses scratch?

Plastic lenses are lighter and safer than glass lenses. They come with a hard, scratch-resistant coating but are not scratch-proof.

Do you sell varifocal/multifocal/progressive lenses?

Yes, we offer multifocal progressive lenses that help you see at all distances, ideal for presbyopia.

I love my existing frame. Can you reglaze this for me?

Yes, our reglazing service starts at AUD $50.00. Email your prescription for a quote to tracy@theglasseslady.com.au.

Do I need to order thin lenses?

We recommend thin lenses for prescriptions with spherical power of +2.50 or -2.50 or above, especially for semi-rimless or nylon frames for better aesthetics and durability.

What is the cost of shipping (postage & packaging)?

Shipping costs are calculated at checkout. You can choose a different delivery address from your billing address. Note that local duties and taxes for international deliveries are the customer’s responsibility.

What payment methods are available?

We accept all major credit and debit cards, PayPal, and AfterPay (Australia only). Payments are secure, and we do not store card details.

Are my payment details kept secure?

Yes, payment details are entered on a secure site linked to our website, making transactions 100% safe.

How can I protect myself while shopping online?

Look for the lock icon on your browser and ensure the web address starts with "https" to confirm secure encryption. We do not store credit card information on our server.

How long will it take me to receive my prescription glasses?

We aim to dispatch glasses within 10 working days of order placement. Complex prescriptions may take up to 14 working days, and custom made frames can take up to 8 weeks.

When will the glasses be sent out to me?

Once made in our Australian laboratory, we’ll ship them to you. For locals in Perth, we’ll arrange a fitting.

How do I check on the progress of my order/glasses?

We’ll email you a tracking number once your glasses are ready for dispatch.

What is your guarantee and refund policy?

We offer a 100% quality guarantee. If you’re not happy, we offer a 30-day exchange policy (terms and conditions apply). Custom-made frames are non-refundable due to personalisation.

What if the glasses I receive are damaged?

If your glasses are damaged during transit, contact us at tracy@theglasseslady.com.au with photos of the damage, and we’ll assess and assist you.

What if my frames need adjustment after I receive them?

For Perth WA residents, we’ll adjust them for you. For others, most optical stores will adjust for a small fee. If issues persist, contact us at tracy@theglasseslady.com.au.

What if I have a different question?