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At Frankie Dean we hang our hats on remarkable customer service. Below is a list of frequently asked questions, but if you still can't find what you're looking for, please use the link on the right and we will respond to you directly.

 

Ask us

Questions

1. How do I place my order for my 5 pairs of glasses to try on at home?

To add a frame to your Home Try On list you simply click on the Home Try On button near the glasses you’re interested in. Once you have selected 5 frames then click on the Home Try On cart at the top of screen. Just be sure that all the frames are listed as $0.00 in the column advising of costs. Then Proceed to Checkout.

2. What if I only want to try on 1 or 2 pairs of glasses?

All models come in 3 colours so it’s a good idea to take advantage of having more than one colour sent. It’s also beneficial to take advantage of having similar models sent to you, you may be surprised to find that another design or colour actually looks better than what you first thought.

3. What if I need longer than 5 days to make a decision?

Your 5 days starts from the day you receive your delivery, and we have found that 5 days is normally ample time to seek advice from friends, family, work colleagues, and your cat. But if you feel you need more time to make a decision, please contact us so we can help out by allowing more time.

4. Do the glasses I’ve chosen for Home Try On come with prescription lenses?

For the Home Try On process the glasses selected will come with a standard non-prescription clear lens. Once you’ve found the glasses you want you can place your order with your prescription.

6. Do I keep the glasses that I want from the Home Try On Process?

The home try on glasses are just for that purpose – they are not brand new. Therefore we ask that you return all 5 pairs of glasses to Frankie Dean, place a new order for the glasses that you like and the prescription lenses that you require. We’ll then send you a brand new pair of glasses with your prescription lenses, as well as a case and other items for the long-term maintenance for your glasses.

7. Where do you deliver to?

We deliver to anywhere in Australia.

8. How do I return the 5 pairs of glasses from Home Try On?

You’ll find a pre-paid satchel in your Home Try On package that is addressed to Frankie Dean. After 5 days you just put the frames back in the postage cylinder in which they arrived, place the cylinder in the pre-paid satchel, and return the satchel to your nearest Post office.

9. What is my PD and how do I measure it?

Your PD is the distance in millimetres between both your pupils. We use this to align the optical centre of your lenses. Your PD is always taken when you get your eyes tested at your Optometrist. You can ask them for it or we can get hold of it for you by giving them a call.

10. Do you offer Bi-Focal or Progressive Lenses?

We don’t provide bifocal or progressive lenses at this time - only single vision (reading or distance). If you’d like bifocal or progressive lenses in your Frankie Deans, please purchase the frame only, then consult your local optometrist to have your lenses fitted. By selecting “NON Prescription” when choosing your FDs, you will be ordering the frame only.

11. How do I get my prescription?

To get your prescription you can visit an optometrist or ophthalmologist and have your eyes tested. Once you’ve done this, ask them for a copy of your prescription. Always make sure they provide a PD with your script, because they don’t always include this and it is important. If you don’t have a copy of your script, don’t worry! We can always call on your behalf and get the prescription for you. Contact us and we’ll get your script for you in no time at all.

12. Can I order frames without a prescription fitted?

Sure! After you’ve chosen the FD frame you like, just select the “NON Prescription” option. That way just the frame will be sent to you, with plastic inserts where the lenses go. You can then take the frame to your optometrist and have them insert any lenses you like. A 10% discount applies to frame only purchases!

13. What are your warranty conditions?

At FD we have a 1 year manufacturer’s warranty on all our frames. Just send a photo of your damaged or faulty frame to us and we’ll assess the fault. If the damage is deemed a manufacturing defect, you can send back the frames for replacement at no cost to you any time within a year of the purchase. Visit our Returns and Exchanges page to find out more.

14. What happens if I am not happy with my Frankie Dean glasses?

If for any reason you are not 100% satisfied with your purchase, you can return your glasses within 30 days of purchase for a full refund or exchange. Visit our Returns and Exchanges page to find out more.

15. How do I enter my prescription?

Prescriptions are pretty simple. On your prescription you will sometimes find just your SPH filled in, or you will find your SPH,CYL and AXIS filled in. These columns are sometimes followed by something called an ADD. If your prescription has this information, just include it when entering your prescription details. If it doesn’t have it – don’t worry – just add whatever info is on it as this will be all we need to make your lenses.

Enter the info from your script by filling in the drop downs provided on the prescription entry page when ordering your glasses. If you’re having trouble, just email your script to us and we’ll enter the info for you. If we need to know more we’ll get in touch to clarify.

16. Will the cost of my Frankie Dean glasses be covered by my private health insurance?

If your health insurance covers the cost of glasses, then yes - your Frankie Dean purchase is rebatable under your private health cover. You just need to contact your health insurance provider and notify them about the purchase, they should take care of the rest.