Frequently Asked Questions

What type of question do you have? Click below to see previously asked questions and answers.

How do I claim from my health fund?

Clens is a service provided by Sneaking Duck. Sneaking Duck is a registered provider with nearly all of Australia's health funds - large and small.. Your receipt will include all the information that you will need - our provider number, the item codes and costs. You will need to send them our invoice with the appropriate claim form. We recommend that you call your health fund for an estimate pre-purchase. Many people find most, if not all, of the price is covered.

We are currently registered with the following funds:

  • AHM (Not all prescriptions are covered for online purchase. Please call AHM on 13 42 46 to check your eligibility.)
  • Australian Unity Health
  • Bupa
  • CBHS
  • CUA Health
  • Defence Health
  • Frank Health Insurance
  • GMHBA
  • Grand United Corporate
  • HBF
  • HCF
  • Health Partners
  • health.com.au
  • Healthguard Health Benefits Fund (trades as Central West Health & GMF Health)
  • HIF
  • Latrobe Health Services
  • Medibank (Not all prescriptions are covered for online purchase. Please call Medibank on 132 331 to check your eligibility.)
  • NIB
  • PeopleCare
  • Railways and Transport Health Fund
  • St Luke's Medical and Hospital Benefits Association
  • Teachers Federation Health
  • TUH
  • Westfund

There are also a number of health funds which don't require a provider number, such as: Lysaght Peoplecare, Navy Health, The Doctors' Health Fund, ACA Health Benefits Fund, National Health Benefits Australia, Cessnock District Health Benefits Fund, and Reserve Bank Health Society.

If your health fund isn't listed here, please contact us and we'll do our best to get registered so that you can claim. Please note that a few health funds haven't warmed to online.

Why can't you process my claim automatically and only charge me the 'gap' like some other opticians?

We'd love to do this, however the system doesn't enable it. HICAPS is the dominant system and has a policy requiring you to be physically present with your card in order to claim on the spot. We believe this is very unfair to online business and would like to be treated as equal with offline dispensers. If you share our view, please do let HICAPS know.

Can you get my prescription for me?

Yes! We can call your optometrist for you and get your prescription. Please fill out this form and we will contact your optometrist for you and create an account containing your prescription so you're ready to roll.

What is my Pupil Distance, or PD?

Your pupil distance is the distance between your pupils. You need this measurement to order glasses so we can position the lenses correctly for you. While you can measure it yourself, it's a lot easier to have a professional do it for you. There are 2 ways to measure this, Monocular and Binocular. You should use one or the other.

  • If there is only one number: enter it as your Binocular Pupil Distance.
  • If there are 2 numbers, both around 60: They are both Binocular PDs and you will need to enter just one depending on whether you need distance or reading glasses. The first number is your Distance Vision (DV) Pupil Distance - enter this for non-reading glasses. The second number is your Near Vision (NV) Pupil Distance - enter this for reading glasses, remembering to include anything in the ADD column too.
  • If there are 2 numbers, both around 30: These are your Monocular Pupil Distances, where the distance to each pupil from your nose is measured separately. You should enter both. The first number is for your right eye, and the second your left.

If you have the slightest doubt, just email us at hello@clens.com.au or call on (02) 8006 0704. Do include a scan or photo of your prescription.

The average monocular pupil distance for males is: 65mm, and the average binocular pupil distance for females is: 62mm. (wikipedia)

How do I get my Pupil Distance (PD)?

We will need your Pupil Distance to ensure that your lenses are correctly positioned in front of your eyes when you wear your frames. Many optometrists include this as part of the prescriptions but unfortunately some choose not to.

We recommend you try the following options:

  1. Try to ask your optometrist. You should note that it doesn't require an eye test - the dispensing staff will be able to take this very quick measurement. If you have been prescribed a pair of glasses then they should have your measurement on file as the number does not change.
  2. If the above doesn't work, you can measure yourself using the guidance in this video. If you do measure yourself, please use the method we suggest using a friend and taking several measurements. We do not recommend measuring yourself in the mirror as we do not find this to be accurate.

If you have any questions, just email us at hello@clens.com.au or call on (02) 8006 0704.

I don't wear glasses with a prescription lens - can I get lenses which are non-prescription?

Yes you can - lots of customers have told us they wished they could wear glasses, despite having perfect vision.

Your frames will be fitted with non-prescription (plano) lenses with anti-reflect and anti-scratch coating. Enjoy!

Your form won't let me enter my prescription - what should I do?

Contact us and we will help!

Do you support all prescriptions?

At the moment, our online system currently supports sphere power of -6 to +6 and cylinder of -3 to +3. The reason for this is that we want to be sure that your lenses are perfect and higher prescriptions can be a little trickier to ensure the perfect fit. If your prescription falls outside this range, please contact us and we'll be happy to work out what's possible.

I don't have my prescription - where do I get it?

Please ask the optometrist that you visited most recently for a copy of your prescription. They should be able to post it, fax it or email it to you. Be sure to ask for them to include your Pupil Distance. Sometimes you'll encounter resistance to supplying your prescription - we've found being sweet, but insistent, generally solves the problem. And don't forget that they are obliged to give you a legible copy.

How recent does my prescription need to be?

Australian prescriptions have an expiry date, and we can only fill them before this date. If your prescription has expired you should book in for an eye test with a local optometrist before placing your order with Clens. Most often you'll find that Medicare will pick up 100% of the bill, and it generally only takes 15 minutes. Ask them to include your Pupil Distance on the prescription. Occasionally you may encounter some resistance to sharing your prescription - we find being sweet, but insistent, generally solves the problem. They are obliged to give you a legible copy.

What do all the numbers on my prescription mean?

If you have any doubt about how to enter your prescription, please email hello@clens.com.au, including a photo or scan of your prescription.

  • Sphere (SPH) - this is the overall power of your prescription. We can currently fill prescriptions of between +6 and -6 but we’re working to expand this range. Don't forget the + or - sign as this indicates long or short sighted correction respectively. Sometimes the measurement is multiplied by 100, so you see -325 instead of -3.25.
  • Cylinder (CYL) - this is an additional correction for people with astigmatism, where one axis of the eye requires a different correction to the other. We currently fill +3 to -3 Cylinder prescriptions. Sometimes the measurement is multiplied by 100, so you see -125 instead of -1.25.
  • Axis - this indicates the axis of correction for an astigmatism.
  • Add - sometimes a bit of additional power is required for reading glasses. If your prescription includes 'add' then you should enter them if you want glasses for reading. Don't forget to use your Near Vision (NV) Pupil Distance in this case.
I don't know my prescription - can you get it for me?

The optometrist you visited most recently will have your prescription on record. They will be able to post it, fax it or email it to you. Be sure to ask them to include your Pupil Distance. Occasionally you may encounter some resistance to sharing your prescription - we find being sweet, but insistent, generally solves the problem. They are obliged to give you a legible copy.

Alternatively, you can provide us with your optometrist's details and we can contact them ourselves.

Where should I get my eyes tested?

Your local optometrist will be able to test your eyes. To find your local optometrist, just do an online search for 'optometrist' or 'eye test'. Normally Medicare pick up 100% of the bill. Tests don't take long - between 15 and 45 minutes, depending on the optometrist and your personal needs. During the test, ask them to include your Pupil Distance on the prescription. Occasionally you may encounter some resistance to sharing your prescription - we find being sweet, but insistent, generally solves the problem. They are obliged to give you a legible copy.

Do you sell progressive lenses?

Yes. To order - first, select "I'd like to enter my prescription" and enter in your multifocal prescription making sure you select "Multifocal" as the script type. Secondly click "Continue" and select the lenses you would like to order.

Can I get ultra-thin lenses?

We have 3 thicknesses of lenses - standard, thin and ultra thin.

Standard lenses are recommended for prescriptions of +/-2, thin lenses for +/-4 and ultra thin lenses for stronger prescriptions.

Standard lenses have an optical index of 1.5, mid index of 1.56 or 1.59 and ultra thin have 1.61 or 1.67.

We always recommend what we believe to be the best option for you, and we will provide the choice of other reasonable options. Sometimes not all options will be available - that's because we don't believe they will result in a good outcome for you.

Where are your lenses from?

We work with a locally-run optical laboratory here in Sydney. They source the lenses from a variety of world-class suppliers.

Do I have to pay extra for coatings?

Nope, because we believe that these should be the norm.

We include top quality multicoat as standard on all our optical and photochromic lenses: UV-proof, anti-reflective and scratch-resistant.

For sunnies lenses, we use top quality hard coat that protects against scratches, and then also include UV protection and tinting.

Are your sunglass lenses lenses polarised?

We can add polarisation to our sunnies. There is a $50 charge for this. Please note that we cannot polarise ultra-thin lenses or graduated tints at this point.

What colour or style tints can I get?

We have tested out all sorts of combinations to find what works the best in terms of colour and intensity of tint. However, we realise sometimes you'd like something a bit different.

We can absolutely vary your order. To do so, please reply to your order confirmation within an hour of getting it, or email hello@clens.com.au with your request before purchase.

What are photochromic lenses?

Photochromic lenses adjust according to the light conditions around you: automatically darkening and offering full UV protection when you are outside, and returning to clear when you are indoors. Inbuilt sunnies, 'two for the price of one', whatever you'd like to call them!

What indices or lens thicknesses are available?

Our photochromic glasses are available with standard, thin or ultra-thin lenses.

Are they the same as Transitions?

Transitions are a particular brand of photochromic lenses.

How do I redeem a gift certificate?

Lucky you! To use your gift certificate, you place an order in the normal way on our site, and then enter the Ref No from your certificate right at the end.

So, enter your prescription and choose the type of lenses you would like go with. You then enter your delivery address and when you click continue you will be able to enter your gift certificate Ref No.

If the total amount is more than your gift certificate, you will be taken to our secure payment system to pay the remainder. If you haven't used the full amount of your certificate, you will be able to use the remainder on another purchase later.

What are the terms and Conditions for Gift Certificates?

You can read them here.

How can I pay?

We accept VISA, MasterCard and PayPal.

How long will it take to get my glasses back with new lenses in them?

As quickly as we can possibly get them to you. Once the lenses have been fitted to your frames we aim to dispatch them within 24hrs using speedy couriers or Australia Post. Sometimes things work against us and it can take up to 10 working days to get your frames to your face. If you live in a remote area delivery can be slower. If you order high index lenses, or sunnies it takes longer than standard glasses. If you want to check in on exactly where your frames are, contact us and we'll let you know where things are at.

Can you deliver overseas?

We really want the whole world to enjoy Clens lenses so we deliver globally for free, however there are a couple of differences for our friends overseas. If you live outside of Australia, we use standard Australia Post Air Mail which takes 6-15 working days to most destinations. See here for details by country. Given the longer delivery time, we extend our returns period accordingly, however return shipping will be at your expense. Note that you will be responsible for any local customs tariffs and payments.

What is your returns policy?

We want you to love your new lenses. If for any reason you don't, we want to fix that. You can return your lenses for any reason within 30 days for a replacement or complete refund. After 30 days, you are entitled to remedies as provided by Australian Consumer Law. Your consumer guarantees are in no way changed or limited.

See here for full details.

How do I return my lenses?

We want you to love your new lenses. If for any reason you don't, we want to fix that. You can return your lenses for any reason within 30 days for a replacement or complete refund. We'll pay the postage from within Australia. Please ensure that no wear and tear has occurred.

If you want to return your frames, please contact us. Please let us know what the problem is and whether you would like a new pair or a refund. We'll let you know how to return the frames which should be securely packaged up with a case and cloth.

How do I change or cancel my order?

Please contact us if you'd like to modify your order and we'll do our best to get things sorted how you'd like them.

I would like to work with Clens - do you have any open jobs?

We're always on the lookout for people who love frames as much as we do to join the team as we grow, so if you're interested send us an email and your CV to hello@clens.com.au

I’m a journalist - do you have a media kit?

We're thrilled you're here :) We have a full media kit available for you that contains assets including our latest press releases, our logo, high resolution images of product, images of the team and the website.

To access the kit or if you'd like to talk to us direct, please contact our communications contact and co-founder, Kim Heras at hello@clens.com.au or on (02) 8006 0704.

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