Frequently Asked Questions

Our optometrists and staff are experts at ensuring your eyecare experience is tailored to your needs. 

Each of our patients have their own personalised eyecare experience with us, from general eye health checkups, eye disease management, and extensive frame selection. We strive to ensure you understand how to best care for your vision for the long term, no matter the context. 

Read our Eyecare guide for more information on: 

• The importance of eyecare
• The process of eye examinations 
• Tips on how to best maintain your eye health
• Understanding your vision needs 
• Understanding your prescription 

Read our Chapman-Davies Eyecare Guide

Unsure what kind of lens you need and how to go about selecting it? Our Chapman-Davies team is here to help! Whether you’re a student, professional or in search of extra eyecare protection, we can recommend options specific to your needs. 

Our Buyer’s Guide covers everything you need to know: 

• Lens options 
• Lens enhancements & coating options 

Read our Buyer's Guide

Pupillary distance (PD on your prescription) is the distance between the centre of both pupils (mm). The PD helps our team fit your lenses accurately to maximise your comfort.

If you are a patient at Chapman-Davies, we have a record of your PD. If not, any optometrist who has made glasses for you will be able to provide you with your PD. You are also more than welcome to come into our practice and have it measured.

If you are an Australian citizen, your eye examination is covered by Medicare. Bulk billing is available for eligible patients. 

If you are not an Australian citizen or have private/international health insurance, an eye examination costs $85 (AUD). 

Read more about Healthcare & Bulk Billing here.

If you have private health insurance and have paid for Extras Cover, you may be eligible to partially claim eyewear, prescription lenses and/or contacts. 

Read more about Health Fund Coverage here.

We sure do! We take care of all our patients, online and in the practice. You can select ‘I’m an existing customer’ during checkout. If there’s anything missing, or your prescription has expired, our team will contact you directly. 

We’ve done our best to make your online experience as seamless as possible. Simply add your favourite frame to your cart and follow the prompts! If your information isn’t on our file, you will need to attach your most current prescription, along with your pupil distance (PD). Your PD is obtainable from any optometrist who has made glasses for you. 

If you are a patient with us and you are unsure of your PD, please contact us and we can locate this information for you. 

If you need any further support, please contact us and we will guide you through the shopping process. 

Ordering your contact lenses is quick and easy:

1. Check Your Prescription
Make sure your contact lens prescription is current. If it’s expired or you haven’t had an eye exam in over a year, book a check-up with us first.

(If you are an international customer, you will need to check this with your own optometrist.)

2. Choose Your Lenses
Browse our range of contacts and select your preferred brand and type—daily, fortnightly, or monthly.

3. Enter Your Details
Enter your prescription exactly as provided. Not sure? Contact us and we’ll help you confirm it.

4. Upload or Verify Prescription
Upload a copy during checkout or let us verify your details on file if you’re an existing patient.

5. Place Your Order
Add to cart, choose delivery, and checkout securely. We offer fast, reliable shipping across Australia.

Need help? Our team is just a call or message away.

You definitely can! 

If you are one of our patients, you can contact us directly to reorder your contacts or you can reorder it online. 

Reorder your contacts here.

If you have private health insurance and have paid for Extras Cover, you may be eligible to partially claim eyewear, prescription lenses and/or contacts. 

Read more about health fund coverage here.

Our team reviews every order, if we spot any possible errors, we will contact you for rectification. If you are having any trouble with the prescription you have provided, it is recommended to book an eye test to ensure your eyecare is up to date.

• Australia: Standard delivery takes 2–5 business days after dispatch. Orders with multifocal or special prescription lenses may take a little longer, from up to 6–14 days. 
• International: Shipping usually takes 7–14 business days, depending on your location and customs processing.

Yes. We offer free standard shipping within Australia and New Zealand on orders over $149 (AUD).

We accept returns on non-prescription items within 30 days of delivery, as long as they're unused and in original condition. For returns on prescription eyewear, please contact our team—we’ll do our best to assist.

• Shipping fees are complimentary for Returns & Exchange within Australia. 
• $20 (AUD) reglazing of custom-made lenses is applicable on returns for prescription lenses. 
• Exchanges are based on product availability and all exchanges will be price matched. 

Read our full Shipping, Returns & Exchanges policy.

Yes, exclusive to domestic orders only. 

Our refund policy allows you to receive a full refund on your item, as long as it is unused, unaltered and undamaged. 

Restocking fees may be incurred for missing items, missing packaging, or orders of 2 or more when all items are returned for refund. 

Since prescription lenses are custom-made, we’re unable to offer refunds on the lens portion. However, if there’s an issue with your vision or the fit, we’re happy to adjust or remake the lenses at no extra charge.

Absolutely. If your frames don’t feel quite right, contact us within 30 days and we’ll help you find a better fit.

We do not offer free international returns and exchanges. If you are an international customer, you are responsible for the cost and shipping of item(s) back to our address: 

44 The Boulevard, Lakemba, 2195

Sydney, NSW, Australia

Please ensure original shipping conditions are maintained.

Email our team at hi@chapman-davies.com within 30 days of delivery, with your order number and the reason for the return or exchange. We’ll guide you through the process step by step.

Please ensure original shipping conditions are maintained. 

If you are local to us, you are more than welcome to come into our store and have our friendly team members undergo our Repair & Care procedures. 

If you have purchased your glasses from us in-store, you are eligible for a 1 year warranty. We are here to take care of you! 

Our optometrists recommend the following tips to care for your glasses and frames. 

• Always store your glasses in their case when not in use to prevent damage and scratches.
  
• Lenses are scratch-resistant, not scratch-proof—handle with care, especially during travel or outdoor activities.
  
• Clean lenses using a microfibre cloth and lens-safe spray.
  Avoid tissues, towels, clothing, or other abrasive materials that can damage the anti-reflective coating.
  
• Avoid exposure to harmful substances such as: chlorine or saltwater (remove before swimming), hairspray, perfume, household cleaners, paints, and solvents (if contact occurs, clean lenses immediately).
  
• Do not expose glasses to extreme heat or cold.
  Avoid leaving them in hot cars or in direct sunlight for long periods.
  
  

Frames may loosen over time—this is normal. Visit us for a complimentary adjustment, or see a local optometrist if you’re not nearby.

If you are looking for the perfect frames but are unsure, our staff are more than equipped to help you! We have an extensive range of styles to match your needs, whether that be affordability, aesthetic/cosmetic or functionality. 

We have a vibrant team with experience in styling, eyewear and customer care. If you are browsing our online range and are local, you are welcome to book a free custom fitting in-store to try on the pair of your choice. 

Shop our online and in-store range and you are guaranteed to find your perfect pair. 

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