- HOME/
- HELP CENTER
Contact us
Easy Solutions
We are global firm with teams all around the world. Our global headquarters are located in Hong Kong, where we also have an optical store and showroom that services our local customers there.
We also have several shipping locations around the world, including Italy, Hong Kong, Australia, and the US (which is a partner drop ship location).
Since 2006, we have shipped to more than 100 countries around the globe.
We’ll ship your order from one of our 4 logistics facilities around the world depending on where the product is originally sourced. Our goal is to get the product to you as quickly and efficiently as possible!
No way! That’s on us. If in the unlikely event that your parcel is held by customs and you are notified you have to pay additional customs duties, we will 100% fully reimburse the costs. All you need to do is request a formal invoice once you have paid, and submit a copy to our customer services team so that we can sort out your reimbursement.
Our one exception: Please note that we do not refund Brazilian customs duties or taxes. Due to the nature of Brazilian Trade Regulations, all customers in Brazil are fully responsible for any customs duties or taxes incurred.
Your order ID can be found on the confirmation email or in any order email updates we receive. It consists of two letters, ten numerical digits, and one or two more letters.
It will look like this: VD0123456789G.
If you've not received your order confirmation email, or have accidentally lost it, contact us, and we can assist in finding the order details.
Up until your package has been shipped from our warehouse, you can make changes to your order, including cancellations, by contacting us via email at customerservice@visiondirect.com.au, via phone at 1-800-958-277 or via chat.
However, if your parcel has already been shipped, we cannot make any changes to your order. You will need to contact us to arrange for returns or exchanges when you receive your package.
As soon as your order is shipped, you will receive an email with the tracking information so that you know where your purchase is at any moment.
If you've not received your order confirmation email, or have accidentally lost it, contact us, and we can assist in finding the order details.
Let's face it — buying from the internet can be difficult and time-consuming. Therefore, we've introduced a hassle-free process that includes a 100 days return policy for your order (prescription lenses are also included).
If you want to submit your return request, click here.
For further details, please click "Read More".
We got your back!
Customer Service hotline
+61 1 800 958 277
Available Mon-Fri,
from 9AM - 6PM AEST
Chat with us
24/7 everyday
Ask our Optician
Request Call Back from our
Certified Optician
Our friendly service team is here to help you during our regular business hours.
At VisionDirect, we value our customers and ensure that you can find the answers you are looking for!
Thank You!
Your message has been sent successfully.
You can expect a reply from our customer service team in a few hours. Most of the emails are being replied within 8 hours.