Returns/Exchange and Shipping Policy

Damaged goods?

We will exchange any product that is damaged within 15 days of purchase. Let us know as soon as possible if there is any damage to your product, so we can arrange a replacement

My prescription is not right.

We fulfil our orders as per the prescription details and specific product information provided. WE don’t provide refunds to customers who have had their prescription at a third party Optometrist. A third party Optometrist is one who does not work at Level 28 bricks and mortar store. If you had your eye test at Level 28 with a Level 28 Optometrist, we will refund you the purchase amount and additionally provide a free secondary consultation to discover why the prescriptions were not correct

Change of mind?

For non-prescription products, we offer a 30 day money back guarantee, therefore if you are unsatisfied with your product, please contact us to arrange a refund or product exchange.

Return address?

Shop 1102, STOCKLANDS SHOPPING CENTRE, 1 Molly Morgan Drive, East Maitland NSW 2323


Level 28 offers free shipping no matter where you live in Australia for all orders purchased online.

Unfortunately we can’t send goods to PO. Boxes.  As we tailor make your order in our special optical labs, it could take up to 14 business days for your new goods to arrive.