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FREQUENTLY ASKED QUESTIONS

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Can I buy online and pick up my order in store?

We offer Click and Collect at selected Oakley and Sunglass Hut stores for free. For further information on Click and Collect, please visit our Shipping and Returns page.

Can I return items purchased on oakley.com to a Oakley store?

For details on how you can return your item please visit our Shipping and Returns page.

Can I use my gift card online?

Not yet, but you will be able to in the near future! To redeem your gift card, visit one of our Oakley stores. You can locate your nearest Oakley store with our Store Finder .

What are your Gift Card Terms and Conditions?

1. This gift card is issued by Luxottica Retail Australia Pty Ltd in Australia or Luxottica Retail New Zealand Limited in New Zealand. It may be redeemed in local currency at any participating Oakley branded stores within Australia and New Zealand. It cannot be used online at Oakley.com .

2. It entitles the bearer to pay towards goods and services up to the value of the gift card balance loaded in Australian dollars or New Zealand dollars, as applicable. Gift cards can be used all in one transaction, or across multiple transactions. No change in the form of cash or card equivalents will be given on remaining balances.  Products redeemed with this gift card must be paid in full.  Where the transaction value exceeds the balance on the gift card, another form of payment must be tendered to the cover the difference. A gift card cannot be used to buy additional gift cards.

3. The gift card will expire 3 years from the date of issue, and any balance that remains on the card after expiry will not be available for use.

4. Subject to the Returns Policy Oakley Shipping & Returns a refund for the return of product/s originally purchased in store via a gift card type will be credited to a new physical gift card with a new expiry.

5. This gift card value may not be exchanged for cash or card equivalent. A gift card cannot be on-sold or refunded. This gift card is not a credit, debit or charge card. Gift card balance can be used for future purchases up until the gift card expiry date. Once the gift card has expired, any remaining balance cannot be credited to the same gift card again nor to a new gift card.

6. We will not be held liable for lost or stolen cards. In case of lost or stolen cards, the gift card cannot be blocked. We will not be responsible for any lost or misdirected gift cards, including where an incorrect address or email address has been provided to us. Anyone with access will be presumed to be authorised to use the gift card. We do not accept liability for any unauthorised acceptance and any consequential unauthorised redemption of a gift card.

7. To check the balance of your gift card please contact Customer Care on:

Australian enquiries - Call us at 1800 324 939 Monday-Friday 9AM-5pm AEST

Alternatively, both our AU and NZ store teams can also check your balance in store.

8. We reserve the right to amend these Terms and Conditions. View a current copy by following the QR code on back of your physical gift card. Potential amendments cannot affect the expiry date of the gift cards already issued. Some discrepancies may occur from time to time between terms and conditions for e-gift cards (issued online) and physical gift cards issued.

9. Any information supplied in relation to purchase or redemption of this Gift Card is subject to our Privacy Policy (OAKLEY PRIVACY POLICY).

10. By purchasing this gift card, you agree to be bound by these Terms & Conditions and warrant that your use of the gift card will comply with all applicable laws in the country of issue. The Gift Card must not be used in any manner that is unlawful, misleading, deceptive, unfair or otherwise harmful to consumers.

How can I check my Gift Card balance?

Our online balance checker is currently unavailable. If you need to check your balance, please call Customer Care in Australia: 1800 324 939 or alternatively our store teams can also check your balance in store.

What is the last date I can place and order so that it arrives by Mother’s Day?

For details on our Mother’s Day deliveries please visit our shipping and deliveries page here.

What is the last date I can place and order so that it arrives by Valentine’s Day?

For details on our Valentine’s Day deliveries please visit our shipping and deliveries page here.

Can I get polarized lenses in my non-polar glasses?

Oakley Polarized lenses are designed to be able to fit in frames that originally came with non-polarized lenses.

Can I purchase additional lenses for my eyewear?

Yes, Oakley.com sells a variety of Accessory Lens Kits and Replacement Lens Kits.

Can I purchase a single replacement lens?

Lens replacements are always sold in pairs, a left lens and a right lens, this is done to maintain the superior optics of Oakley lenses.

Can I purchase a frame separately from my lenses?

The frame only is not available for purchase. The lenses are made to be interchangeable with the original frame. If the frame has cracked or is broken due to what seems to be a defect, you can send it in, and once evaluated as a defect, we’ll replace the frame at no charge if covered under warranty, or for a nominal charge if outside the warranty coverage.

What are my options if my frame breaks?

If your frame is still within its Two-Year warranty period, you have a valid itemised receipt (or you have already registered your purchase directly with us) and the product is deemed defective by a Customer Care Agent, we can offer to replace your frame. Outside of warranty we reserve the right to charge a fee for this service. Please follow the guide shown here.

How should I clean my Oakley lenses?

It is only recommended to use an Oakley Micro Bag or Oakley Lens Cleaning Kit to clean Oakley lens, do not use any other solvents, chemicals or third party cleaning kits because they have not been tested on our lenses and can possibly damage them.

How can I tell if my Oakley's are real or not?

Determining if they are real or counterfeit can be difficult, so simply email Customer Care with a few decent images of your product along with the details of where it was purchased and they’ll tell you right away if your Oakley’s are the real thing, or visit one of our stores or your local Authorized Oakley Dealer for more information.

How can I place a prescription order with Oakley or file a warranty claim for my prescription Oakleys?

All prescription orders and prescription warranty claims need to be placed with an authorized Oakley Prescription Dealer. You can locate an Authorized Oakley prescription dealer in your area by using the store locater provided to you on Oakley.com.

How does Oakley test for Optical and Impact performance?

Oakley is committed to delivering the highest level of performance in every model consistent with that model's intended use. Oakley adapted testing for optical and impact properties from standard methods found in industrial standards like ANSI Z87.1, EN 166, and AS/NZS 1337. For more information on Oakley impact performance and optical performance testing: https://www.oakley.com/en-au/technology.

Are my Oakley glasses ANSI Z87.1 conforming and OSHA approved?

Eyewear that fully conforms to the American National Standards Institute (ANSI) Z87.1 requirement where both the lens and frame are marked with “Z87” is approved by the Occupational Safety and Health Administration (OSHA) for use in environments where eye protection is required. Only Oakley eyewear identified as an industrial model and marked with “Z87” is intended for use in industrial applications.

What Oakley models meet the entire ANSI Z87.1 standard and are approved for use in industrial applications?

Oakley offers a limited number of models that conform to the entire ANSI Z87.1 standard. These models display the “Z87” mark and are suitable for use in industrial applications where impact protection is required.

How can I receive a catalog?

Located at the bottom right corner of every page on the Oakley.com website there is a link for our mailing list that you can sign up to begin receiving our catalogues.

 

OAKLEY CUSTOM FREQUENTLY ASKED QUESTIONS

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How long will it take for my Oakley Custom product to arrive?

It varies depending upon the product ordered and the time of year but it takes approximately 7 business days to assemble your custom order to your chosen specification and then it is passed to our international shipping team to get it on route to you.

Can I expedite the arrival of my custom product?

We are sorry but our custom program only offers the standard shipping option which is 5 business days after completion of the assembly process.

If I order an Oakley Custom and non-custom product at the same time, will you wait to ship my non-custom item together with my custom item?

No, we will ship your non-custom item as soon as it is available.

Can I change or cancel my Oakley Custom order once it has been placed?

No. Our build process begins almost immediately after your order has been placed so it is not possible to change or cancel your order.

Can I return my Oakley Custom product if I do not like how it looks once it arrives?

No. Because all Oakley Custom products are assembled to your exact specifications, we are unable to accept returns or exchanges.

Will my Oakley Custom sunglasses look exactly as they did on my computer screen?

We attempt to represent colors as accurately as possible, but due to different lighting conditions and computer screen settings some variations may occur.

Why can’t I etch anything I want on my lenses?

There are two reasons why your desired etching can be rejected: • Violation of copyrights • Violations of standard decency boundaries If you feel that your etching selection is being filtered improperly or by mistake, please contact our Customer Care team via customercare@oakley.com.au.

Can I submit my own logo for lens etching?

We are able to etch team or business logos onto our lenses. There may be set-up fees associated as well as minimum order quantities. In the first instance please email your logo along with the Custom product you are interested in to customercare@oakley.com.au and we’ll come back to you.

Will you be adding new styles to the Oakley Custom program in the future?

Yes. We always evaluate new releases to see if they will make good additions to the Oakley Custom lineup. Please check back regularly to view our latest additions.

Will you be adding new options to existing styles within the Oakley Custom program?

Yes. We are always looking to enhance our product offering with additional color options. Please check back regularly to view our latest offering.

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Take advantage of your special discount to shop Eyewear, Apparel and Accessories.


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PREPARE TO SHOP

Welcome to the Oakley Pro Site


Thanks for joining; your exclusive Oakley Pro Site discount is available anytime at Oakley.com. Your annual purchase limit is $5,000. Once you have purchased $5,000 of gear, your discount will be deactivated until the following year. If you have any questions, please send an email to ProSite@oakley.com.


Items purchased from the Oakley Pro Site are not eligible for returns, all sales are final.


Products purchased from the Pro Site are for personal use only and are not to be resold or distributed. Users found to be reselling product purchased from the Pro Site will be terminated from the program and may face further investigation.


Pro Site deals are not eligible to be combined with any other advertised offers, promotions or discounts. Pro Site purchases are not eligible for free shipping. Some items may not be eligible for discounts including, but not limited to: wearable electronics, gift cards and limited edition products.



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