Frequently asked questions are listed as below, Please don't hesitate to reach out to our customer service team if you cannot find what you are looking for.
FAQ's
What payment options do you accept - We accept mastercard, visa, maestro, paypal, afterpay.
Do you offer returns? - Yes please see our Returns policy page HERE
How long will it take for my order to be shipped? - We aim to have all orders shipped within 24 hours from when the order was placed, pending payment authorisation and verification.
Orders are processed Monday - Friday, 8.30am AEST - 3pm AEST.
During sale periods (particularly Black Friday/Cyber Monday and Christmas/New Years' holiday season) there may be delays to the processing and lens fitting time on orders. We do take measures to make this impact as little as possible, however, sometimes delays are unavoidable. If you require any of our products before a special event or date, please reach out to our customer service team before ordering to ensure your product will arrive in time.
Once your order has been processed and packed it will be ready for shipping via the appropriate courier service, and you will receive a tracking link for your order. Please allow up to 72 hours for tracking information to become available on the tracking link provided for your order.
Do you sell gift cards? -Yes, we offer gift cards in multiples of $50, for a custom amount, please email customercare@epokhe.co
Where do you fulfill orders from - All orders are shipped from either Epokhe HQ in Byron Bay, Australia. Or our USA 3pl in Garden Grove California.
Do i have to pay taxes and duties? - All international customers who have paid for the cost of shipping in their order process will not have to pay extra duty and charges or import taxes upon delivery. The duty charges and import taxes have been calculated by Epokhe and have been included in the shipping cost paid.
Can I cancel my order? - You can cancel your order, as long as it hasn't yet been shipped. Please email us ASAP if you wish to cancel at customercare@epokhe.co
I didn't receive a confirmation email or tracking number. How do i obtain? - You should recieve an order confirmation once you have placed your order, then a shipping confirmation email with tracking once your order has been shipped. If you don't recieve either of these, please email us at customercare@epokhe.co
What countries do you ship to? - We ship worldwide
EPØKHE CUSTOM OPTICAL LENS PROGRAM - FAQ's
What do I need to do to order online? - Recent Prescription
Whilst making your purchase, upload your most recent prescription with a valid expiration date or send us an email at customercare@epokhe.co
We won't be able to deliver the right lenses for you without a precise prescription and PD*.
Visit a nearby optometrist to have your eyes examined if you don't have a prescription that is now valid.
Pupil Distance (PD)*
To make sure your eyes rest properly behind your prescription lenses, we also need to know the distance between your pupils in addition to a legitimate prescription.
The distance between the centers of your left and right pupils is known as your pupillary distance (PD).
Your optometrist will have a record of this information because it was obtained along with your prescription.
Single Vision
The majority of people who require vision correction have single vision prescriptions. It indicates that the lenses are correcting for astigmatism, nearsightedness, and farsightedness in the same field of vision. The same degree of vision correction is present throughout the entire lens.
What kind of lenses should I buy for my sunglasses and glasses?
Epokhe provides single-vision reading and single-vision distance lenses for your frames. Your eye examination will establish whether you need prescription glasses for driving or reading.
How long does it take for my frames to be customized?
Your glasses will be delivered between 7-18 business days of your order.
Please contact our customer service staff at customercare@epokhe.co for any updates throughout the waiting period.
You will receive an email with tracking information once your product has been sent.
Returns policy for prescription orders
Please keep in mind that prescription lenses are considered a medical item and cannot be returned unless there is a manufacturing defect. If this is the case, please contact our customer service team at customercare@epokhe.co, and we will do our best to resolve the issue as soon as possible.
Are you eligible for a healthcare rebate?
All major Australian private health funds cover Epokhe Eyewear.
If you are not a member of Medibank, Bupa, HCF, HBF, NIB, GMHBA, or Australian Unity but have healthcare insurance, you are covered.
How do you claim the rebate?
Because you are ordering glasses online, we will supply you with the necessary information to pass on to your health fund in order for you to make a claim. Most rebates are handled within 4-5 business days, which means you get more money back.
Need specific lenses you can’t see?
To contact us, please email customercare@epokhe.co. We are willing to work with you to obtain the necessary lenses.