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To our loyal customers

We'd like to take this opportunity to thank you for considering and shopping with Eye Vault Australia over the past few months via the website. 

Below you'll find some frequently asked questions and what you can expect in the near future. Be sure to check your inbox for customer discount when you sign up for our newsletter. Also, don't forget to tag us on Instagram and like us on Facebook to show us your style and how Eye Vault is helping you bring your A-game all the time, every time.

Use the hashtag #BuyEyeVault to receive bonus offers from the team.

General

How do I place an order?
Browse the website and pick any product and add to cart. Fill in your prescription (if any) and tell us what lenses and coatings you would like. Like magic, we'll take care of the rest.

Where can I get a prescription?
From your eye care professional, likely an optician or optometrist. They are required to provide you with your prescription following an eye exam.

Aw Snap. I need to change something about my order. What do I do?
Our customer service team can fix your order for you if you are able to reach us in a timely manner. Send an email to info@eyevault.com.au and let us know how we can fix your order. Keep your order number handy as this will make the process smoother.

Shipping 

How long do I have to wait for my parcel after I have ordered it?
Typically, it would reach you within 7-14 business days. Your parcel will reach you faster, but may take the full 14 business days depending on the complexity of the order and availability of stock and materials etc.

What shipping methods do you offer?
We ship via Sendle and Australia Post

When are you closing?
We are an online store (yay!) and therefore can be accessed 24/7. If there is an issue with your order, we will personally reach out to you and inform you of any changes in your order (if any)

I'm nervous about products being shipped. What preventative measures are you taking?
Most of our products are shipped from Melbourne, Australia. Rest assured, we have already put preventative measures in place to ensure all of our products are being handled safely, hygienically, and our staff have been trained on updated safety protocols.

Is there a minimum order for free shipping?
Good news! There is no minimum order, if you buy one or five products, we will ship them out to you. Shipping is on us :)

Lenses

Do you offer prism correction?

Yes we do! Simply upload your prescription and we will make the lens prescription accordingly. If your script contains horizontal and vertical prism, we will adjust it as per script. 

Can I purchase lenses only without the frame?

BYO frames and we will fix them for you with the lens of your choice. Chat with us via our socials or email us at info@eyevault.com.au with your requirements and we will affix them for you. You can post your frame to us for fitting.

Contact us

How do i provide feedback?

We strive for excellence in our field so we love hearing what you think. Should you have any feedback for us, please feel free to email us at info@eyevault.com.au

Where are you located?

Our Eye Vault HQ and customer service team are located in Melbourne, Australia. Your products starts is journey out into the world from fulfilment centres across Australia. If they are on back order they fly in from overseas. They love collecting frequent flyer points.

*Please note: Our Eye Vault HQ is not a retail store and we limited stock there, and we are unable to offer collection at any fulfilment centre.

Other

I have a question you haven't covered here. How do I get in contact with you?
You can contact us directly on info@eyevault.com.au or send us a message on one of our social platforms- Facebook or Instagram.

Please note: email is the best way to contact us because it allows us to keep a trail of issues you may have had with your order.