Shipping information
Shipping Considerations
- Estimated Delivery times shown above include order processing and transit. Please note that all orders are subject to review and could require additional processing time.
- Weekends and public holidays are not considered business days.
- Carrier delays due to unforeseen consequences and during high order volume periods may affect shipping times.
- Remember that if you decide to return your item(s), shipping costs will not be refunded.
- At the moment, orders placed on the Nuance Audio Australia website can only be shipped within Australia.
- Please allow additional lead time for rural and remote areas.
- We do not ship to PO boxes and/or parcel lockers. Orders to these addresses will be automatically cancelled.
Missing or defective goods
Check your order as soon as it arrives to make sure everything is as expected. If your order is incorrect or an item is missing or damaged:
1. Contact our Customer Care team and provide your order number. Please note that you must contact us within 14 days of receiving your shipment, as we will not be able to accept responsibility for those item(s) after this period.
2. Attach clear pictures of the incorrect or damaged item(s) received, including the SKU code of the eyewear (usually found on the inside of the left temple), the delivery note, and the packaging.
Our Customer Care team will assess the information provided and investigate further. We will get back to you as soon as possible with a resolution.
Change of Mind Policy
If you are not satisfied with your purchase from Nuance Audio,
please contact Customer Care for a Return Authorisation (RA) number within 30 days of the delivery date.
You can also return prescription products.
How to Return a Purchase of Nuance Audio Glasses
To return your Nuance Audio AI glasses, contact our Customer Care team who will assess the status of the glasses and arrange the return for you.
Please complete the following steps:
1. Contact our Customer Care team who will assess the status of the glasses and arrange the return for you.
To contact our Customer Care team:
Call us on
1800 505 913
Mon - Fri | 10am - 7pm AEST
or email us at supportau@nuanceaudio.com
2. Turn off the glasses.
3. Check Nuance Audio glasses condition. Your glasses can only be returned by mail if:
- Temples are NOT broken or cracked
- There is NO unusual odor
- The product is NOT melted/burned
- There is NO liquid loss from the product
- The product is NOT getting excessively hot
4. Prepare your return in the box that your glasses arrived in. In addition to the glasses please add all of the accessories, including the charging case. If the box is no longer available or in a suitable condition, please follow the instructions on the below links to prepare the package correctly:
5. Please follow the shipping instructions provided by our Customer Care team.
Return policy
Terms and conditions
Nuance frames must be returned with the original receipt to the EssilorLuxottica store where you purchased them. Nuance frames must be returned in their original condition, including all parts, accessories, and packaging. Returns that meet these requirements are eligible for an exchange or refund, issued after the return is received and inspected.
This return policy applies to the original purchase and does not cover accidental damage, scratches, breakage, or theft.
If you purchased lenses for your Nuance frames at an EssilorLuxottica store, you may return the lenses while retaining the frames. Custom lenses must be returned in accordance with the return policy of the EssilorLuxottica store where you purchased them. You may not return Nuance frames while keeping the custom lenses, or transfer them to other frames.
Nuance frames purchased through non-EssilorLuxottica retailers must be returned in accordance with those retailers' return policies.
This is in addition to your rights under the Australian and New Zealand Consumer Laws.
