Shipping & Returns

When will my order arrive?

If an item is in stock, New Zealand delivery will normally be the next business day after dispatch.

Delivery times for non-stock items can vary. Each product page shows an estimated delivery time where possible.

Some products may not be held in stock by Highbury Optometrists or the New Zealand distributor and may need to be back-ordered. If this happens, we will contact you with an updated estimated delivery time. You may cancel the affected item without penalty if you do not wish to wait.

Will I receive tracking information?

Yes. When your order is dispatched, we will email you a courier tracking link where tracking is available.

What should I do if my order does not arrive?

First, check the tracking link included in your dispatch email.

Please contact us within 10 days of the shipping notification if your order has not arrived.

Packages are insured against confirmed non-delivery.

Do you deliver to PO Boxes?

Yes. We use NZ Post for deliveries to PO Boxes.

Do you deliver to rural addresses?

Yes. An additional rural delivery charge may apply, and delivery may take up to an extra three business days.

Do you ship outside New Zealand?

Yes. International orders may be sent using NZ Post or DHL, with tracking where available.

International delivery prices are calculated during checkout. New Zealand GST is removed from the product price when an overseas delivery address is used.

Your country may charge import duties, taxes, customs fees, or other charges when the order arrives. These charges are the responsibility of the recipient.

International delivery times vary by destination and are shown as an estimate during checkout.

Will I pay New Zealand GST on an international order?

New Zealand GST is removed from the product price when an overseas delivery address is used.

GST is not deducted from the shipping charge.

What are the current delivery charges?

Delivery charges are calculated during checkout and may vary according to the delivery address, rural status, order value, and selected service.

The table below shows indicative delivery charges however its possible for some international orders that additional charges may apply.

The final delivery price is shown during checkout before payment. Prices may change when courier rates are updated.

Can I collect my order?

Yes. Store pickup is available from:

Please wait until we confirm that your order is ready before collecting it.

Can I arrange urgent delivery in Auckland?

Urgent Auckland delivery may be possible for items that are currently in stock.

Please contact us before ordering so that we can confirm availability and delivery options.

A point-to-point courier may be available for an additional charge. You may also be able to arrange your own courier or Uber collection after confirming the order with us.

Can I change my delivery address after ordering?

Please contact us as soon as possible if you need to change the delivery address.

We can usually update the address if the order has not already been dispatched.

Can I return an item?

Items may be returned within 10 days of receiving them, provided they are unused, unopened where applicable, in their original condition, and in undamaged original packaging.

You are responsible for the cost of returning an item unless it is faulty or we supplied the wrong product.

Can I return opened contact lenses or eye-care products?

For safety and hygiene reasons, we cannot normally accept opened contact lens boxes, opened solutions, eye drops, or other sealed eye-care products unless the product is faulty.

What if I ordered the wrong product or prescription?

Please contact us within 10 days of receiving the order.

If the item is unopened, unused, and in undamaged original packaging, we can usually arrange a return or exchange. Return delivery costs are normally the customer’s responsibility.

What if an item is faulty?

Please contact us within 10 days if an item appears to be faulty.

We may arrange a prepaid return and will provide an appropriate replacement, refund, or account credit after assessing the returned item.

What if you sent the wrong item?

Please contact us within 10 days.

We will arrange the return and provide a replacement, refund, or account credit.

Who pays the return delivery cost?

If you are returning an item because you changed your mind or ordered the wrong product or prescription, you are responsible for the return delivery cost.

If the item is faulty or we supplied the wrong item, we will normally arrange or cover the return cost.

How will my refund or credit be processed?

A refund can normally be made using the original payment method, or we can apply a credit to your Highbury Optometrists account.

International refunds are calculated and processed in New Zealand dollars. Differences caused by exchange rates, bank fees, customs charges, or other third-party costs cannot normally be refunded.

How long do I have to arrange a return?

Please contact us within 10 days of receiving the order.