SHIPPING & TRACKING

Q1. How can i tell if my order has been shipped ? 

A: You can tell if your item has been shipped by the status of your order changing from processing to completed. You can either find that out by our automatic email updating you on the change or you may log into your account ( If you created one) .

Q2. How long will shipping take ? 

A: This will depend on a few things. Namely the shipping option you have chosen & Country you reside in all play a significant factor in delivery times as well as if you have ordered during a particular holiday season. Here is a delivery guide to help you.

Australia: 

Free shipping option 4-8 Business days (w.a customers are on the higher end of this)

Sendle Carbon neutral Delivery option 2-4 Business days

Express post 1-3 Business days

United States Of America:

Free shipping option 8-25 Business Days

International Post 4-7 Business days

Lightning fast International Service 3-5 Business days

UK & EUROPE

Free shipping option 9-25 Business days

International Post 4-7 Business days

Lightning fast International Service 3-5 Business days

Middle East/Turkey/Africa/South America

Free shipping option 12-30 Business days

International Post 7-10 Business days

Lightning Fast International service 4-8 Business days

Q3. Do i get tracking with my order ?

A: We only provide tracking on paid shipping methods which means that if you selected our free shipping option you will not receive a tracking number with it. However if you have paid for Sendle Shipping/ Express post or our international & Lightning fast option then you will receive a tracking number via email once the item has been shipped.

PICKING YOUR COLOURED LENS  

Q4. I have dark brown eyes, What would suit me ?

A: A question we get all the time! mixing colours with eyes can be like mixing different paint together, you can either get an effect you like or hate, unless you go for our super opaque range which will negate your dark eyes altogether. If you want your eyes to have a nice blue colour without having to pay top dollar then we can recommend our sterling grey as these have a very nice mix and will give you a natural blue look. If you want grey then you would have to go for our pony grey super naturals as a blend will not do it for you. Overall People with Dark brown eyes are recommended to go for our Super natural opaque range for the best effect.

Q5. My item says its been delivered but i still don’t have it ?

Once an item has been confirmed delivered by Australia post or Sendle then Freshtone considers this to be final. Issues coming after confirmation of delivery must be dealt with between the courier and the customer unless Freshtone decides to intervene. We urge customers in the situation to check if your neighbour accidentally misplaced it or if another one of your family members picked it up before contacting the courier company. 

Q6. I used the free shipping option but i received no tracking number ?  

We provide free shipping as service for those who are less worried and not as rushed about their product coming immediately. This is a cost effective method for the shopper on a budget however this option comes with it’s own risks. This option can not be tracked and as the package is small there is always an extremely rare chance of it going missing. Australia post cannot trace these packages as they simply deal with millions of them per day. We do however send it with a priority label for added speed and safety. Please remember that we consider the product delivered as soon as a confirmation of shipping email is received by the customer. 

Q7. I received my lenses but the packet has been opened and unpacked ?  

Freshtone unpacks and inspects all contact lenses before sending these on to our customers. We care deeply about our customers well being and our products reputation which is why we inspect every lens by hand to ensure quality. 

______________________________________________________________