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Reviwed by Thomas Kaldor
Last updated
April 2, 2026
AI-assisted and reviewed for accuracy. Something out of date? Let us know.

Table of Contents

Table of Contents

OPSM
customer support overview

OPSM offers nationwide customer support across Australia and New Zealand through a mix of digital and in-person channels. With over 400 stores, customers can get help directly in-store for frame adjustments, exchanges, and order follow-ups.

Their Customer Care team is also available via:

  • 📞 Phone: 1800 626 300 (AU) or 0800 444 539 (NZ) – Mon to Fri, 9am–5pm AEST

  • 📧 Email/Form: Contact Form or email customercare@opsm.com.au

Whether it’s about prescriptions, order tracking, lens issues, or store queries, OPSM encourages customers to reach out however suits them best. They also offer generous aftercare policies like their Perfect Fit Promise and a 24-month product warranty, giving customers long-term confidence in their eyewear purchase.

Common
OPSM
 customer issues and complaints

Recurring customer complaints about OPSM include:

  1. Order delays: Prescription glasses and contact lens orders can take several weeks, with little communication on progress.

  2. Unresponsive support: Some customers report unanswered emails and phone calls.

  3. In-store inconsistency: While many stores are praised, others receive complaints about staff attitude or service quality.

  4. Order or billing errors: A few reviews mention incorrect prescriptions or incorrectly charged items that required follow-up.

  5. Product faults: Issues like scratched lenses or incorrect frames occasionally occur, with some delays in resolution.

Despite these concerns, OPSM does respond to complaints and aims to resolve them through store management or their national support team.

How to contact
OPSM
customer support

There are several easy ways to get help from OPSM:

  • 📞 Phone Support:
    • AU: 1800 626 300

    • NZ: 0800 444 539

    • Available Monday–Friday, 9am–5pm AEST

  • 📧 Online Form or Email:
  • 🏪 In-Store:
    • Visit your local store for adjustments, returns, or product help. Use the Store Locator

  • 📚 FAQs & Help Centre:
    • Browse the FAQs for answers about returns, delivery, insurance, and more.

💡 Tip: Have your order number ready for faster support, and attach photos for warranty claims.

OPSM
key customer policies: refunds, returns, cancellations and more

🔁 30-Day Returns: Change your mind? Return most eyewear within 30 days in original condition for a full refund or exchange. Exclusions: engraved lenses, opened contacts/solutions, custom orders.

🚫 Order Cancellations: Orders can’t be cancelled once processed. Call immediately after ordering to attempt changes. Otherwise, return the item post-delivery using the standard return policy.

🛠️ Warranty: OPSM offers a 24-month Manufacturer’s Warranty on frames and lenses, covering material or manufacturing defects. Not covered: wear-and-tear or accidental damage.

🏷️ Price Match: No official guarantee, but OPSM may price match reputable competitors at their discretion. Ask in-store or via Customer Care with proof of the lower price.

🔧 Perfect Fit Promise: Free lifetime adjustments on your glasses – drop into any store for tightening, screw fixes, nose pad swaps, and cleanings.

🚚 Shipping:

  • Free standard shipping on all orders across Australia & NZ

  • Delivery time: 3–7 business days for in-stock items, 5–7 days for prescription products

  • Click & Collect: Available for in-store pickup
Table of Contents

OPSM
 complaints submitted through Ajust

I contacted OPSM after my appointments kept getting cancelled at the last minute, and it left me scrambling. Both times the cancellation came through on the day, after I’d already arranged time off work, and it ended up costing me real money. What made it worse was trying to get someone to actually take ownership of fixing it, because I need the eye test for my immigration process and the uncertainty has been exhausting. - Muhammad

I reached out to OPSM after driving to the Dapto store for a fitting, only to find the order wasn’t what we’d been told. We got a message saying the lenses were ready, but once we arrived it became clear only the sunglasses lenses were included and the reading lenses hadn’t been ordered at all. The lack of clear communication meant wasted time and a lot of frustration just trying to get basic answers. - James

I tried contacting OPSM repeatedly because my spectacles were meant to arrive within two weeks after my eye test, but five weeks later I still had nothing. I visited the store twice and called multiple times, and what upset me most was the lack of updates or even an apology. Being without working glasses affects everything day to day, and it shouldn’t be this hard to get a straight response. - Gift

I called OPSM after a screw came out of my new glasses within a week and I lost a lens. I take care of my glasses, so it felt like a manufacturer fault, but over the phone they showed no interest in even discussing it properly. I wasn’t offered a chance to come in or talk it through—just blamed and told to pay for a new lens, which made the whole contact experience feel pointless. - Clare

Recent experiences with
OPSM
customer service

A North Lakes customer praised store staff for resolving a glasses issue promptly, calling the service “fantastic.”

Another customer with a complex lens prescription said their OPSM optometrist provided “brilliant” service with patience and expertise.

A customer waited over a month for prescription glasses, which arrived with defects. After repeated follow-ups, a manager offered a free replacement pair – a generous outcome after a frustrating process.

Official
OPSM
Customer Service Links & Contact Information

OPSM
Contact FAQs

What’s the fastest way to contact OPSM customer support in Australia or New Zealand?

OPSM customer support is available by phone on 1800 626 300 (AU) or 0800 444 539 (NZ) Monday to Friday, 9am–5pm AEST, and this is often the quickest option for urgent issues. For non-urgent help, you can email customercare@opsm.com.au or use the Contact Us form with your order number and store details. If you need a quick fix like an adjustment, visiting an OPSM store is usually fastest.

What is OPSM’s returns policy if I change my mind about glasses or contacts?

OPSM offers 30-day returns on most eyewear in original condition for a full refund or exchange. Some items are excluded, including engraved lenses, opened contact lenses or solutions, and custom orders. If you’re unsure whether your purchase counts as a custom order or falls under an exclusion, contact OPSM Customer Care before returning to avoid wasted time or a rejected refund.

Can I cancel an OPSM order after I’ve placed it, especially for prescription glasses?

OPSM order cancellations usually aren’t possible once an order has been processed, especially for prescription products. If you need to change something, call Customer Care immediately after ordering to try to intercept it before processing completes. If it’s already in progress, the practical route is normally to receive the item and then use the 30-day returns process if it’s eligible.

How do OPSM warranty and aftercare work if my glasses don’t fit right or something is faulty?

OPSM provides a 24-month manufacturer’s warranty on frames and lenses for material or manufacturing defects, plus ongoing aftercare through its Perfect Fit Promise. The warranty generally doesn’t cover wear-and-tear or accidental damage, so photos and purchase details help if you’re making a claim. For fit problems, you can walk into any OPSM store for free lifetime adjustments like tightening, nose pad swaps, and cleaning.

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