At Vision Direct, we are committed to providing superior customer service and authentic designer eyewear at amazing prices. We know you will enjoy our order process, which is simple and consistent from order confirmation to product shipment.
For those scenarios where your order could end up in a different status, so we have created an index of all the possible order statuses and what they mean.
You can find the status of your order through our email updates and also on our order-tracking page
Order Confirmation / Approved and In-Processing
We have received payment and your order is in our system being processed.
Stock Confirmed (applies for non in-stock items)
The item you ordered has been secured with the brand distributor. Note an extra 1-3 working days is required for prescription orders.
Stock in Transition
Your order is in transit from the brand distributor's warehouse to one of our distribution centers, with location in the USA, Germany and Hong Kong. Upon arrival at our distribution center, orders are dispatched immediately to the customer's nominated shipping address. Note an extra 1-3 working days is required for prescription orders.
Rx Lenses Processing
Your prescription lenses are currently being fitted to your frames. Note that prescription lenses fitting takes 1-3 working days.
Rx Lenses Confirmed
Your prescription lenses have been fitted and passed through quality control. Your order will ship out shortly.
Waiting for Tracking #
Your order has been shipped. Since we ship a large number of parcels daily, the tracking numbers will be provided approximately 24 hours after we have posted the day's shipment. We will send the shipped email with the tracking number and the URL where you can track the progress of your shipment.
At this point, your order has been shipped and you have been provided with a tracking number. You can track your order through the website of the shipping provider. All our items are shipped securely with personal couriers or registered mail.
Wait to be Verified
We have received payment, however it has been flagged as a high risk (potentially fraudulent) transaction by our payment gateway. In order to provide a secure purchasing environment for our customers we have in place strong guidelines for identifying and dealing with possible high risk transactions. In this case you will receive an email outlining the verification process.
Although we try to keep our product collection up to date, stock levels change on a real-time basis. A particular model may be available in-stock at the time of order, but can become backordered during the order processing period. If you choose to wait we will continue to push the order through with the distributors. The time can vary between a few days to over a month, depending on the manufacturer's production cycle.
Models, sizes or colours may become discontinued based on the manufacturer's production cycles and demand. Although we strive to keep our product collection up to date, from time to time some products will become discontinued before we can remove them from our site. If this happens we will notify you of alternative options via email.
If you have been issued a refund for any reason, it will be issued promptly. You will usually get a refund confirmation via email from our payment provider and our order system. Even though the refund has been processed, it may take a few days for your bank and credit account to display this. If you do not see the funds in your account after 3-5 days, please contact your bank, using our refund confirmation as a reference.