Frequently Asked Questions

Delivery

What are your standard delivery times?

Our typical timeframe for standard delivery is 2-5 days business days.

Due to COVID-19 and the holiday period, we are experiencing some delays to our standard delivery times. Please rest assured our team are working as quickly as possible to process and ship your order.

Where do we deliver to?

Currently, George and Matilda Eyecare only ship within Australia.

How much does delivery cost?

Shipping within Australia is FREE for all orders.

How do I track my order?

Please contact online@georgeandmatilda.com.au with any queries about the status of your order. Make sure you provide your order number in the email.

Can I cancel my order?

Please contact online@georgeandmatilda.com.au with any queries about the status of your order. Make sure you provide your order number in the email.

Refunds & Exchanges

What is your return and exchange policy?

For all prescription items, George & Matilda Eyecare reserves the right to withhold 20% of the total amount paid to cover costs incurred should a customer request a refund after collection or cancellation of an order prior to collection.

Some refunds can be processed in practice via the HICAPS terminal. Where EFT/bank transfer or private health fund refunds are required, please allow up to 10 business days for the refund request to be processed. These refund types are processed via our Support Office Finance team and the turnaround time is dictated by external financial institutions and private health funds.

How do refund or exchange my purchase?

Online orders – Please contact online@georgeandmatilda.com.au with any queries or to arrange a refund or exchange. Make sure you provide your order number in the email.

In-practice orders – Please visit our team in practice, check our store at https://georgeandmatilda.com.au/find-a-store/.

CLAIMING YOUR OPTICAL BENEFITS ONLINE

You can claim your benefits with your health fund for contact lens orders made online. Unfortunately, at this time, we do not have a provider number to supply with our tax invoices for claiming. The recommendation from Optometry Australia is to make a claim with the provider number on your contact lens prescription – your prescriber’s provider number. Simply present the tax invoice and prescription to your health fund provider at the time of claim.

If your prescription is from a George & Matilda Eyecare practice, we can supply you a copy via email, please contact us at online@georgeandmatilda.com.au with your optometrist practice location.

 

We use cookies to give you the best experience on our website. You can find out more about the cookies we use and how to change your settings.    I accept