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Covid-19 Update

Keeping our community safe

Laubman & Pank remains committed to providing eye care to communities in a safe and responsible way. Our stores are following all government health and safety advice to do our bit to keep you safe when you visit one of our stores.

 

Hygiene & Safety Practices in our stores

Our stores are cleaned every day and frames are sanitised regularly and often. Eye care equipment is also sanitised after every customer interaction.

Our team members will be wearing masks in states and territories where this is a government requirement.  We also ask that you follow government guidelines and wear a face mask when visiting one of our stores when required.

In states and territories which have capacity limits, you will find a poster at the front of the store detailing how many people can be in the store at one time. We also ask you to be mindful of your distance between others while in-store.

In states and territories where we are required to capture customers’ details for contact tracing purposes, we ask you to scan the QR code when you arrive in-store and check-in using the applicable government app. If you are unable to check in on your smartphone, please alert a member of staff.

As the COVID-19 situation can evolve quickly and vary by location, if you are ever in doubt, we suggest you call your local Laubman & Pank store before your visit, click here.

 

Customer Care Response Times

Currently, our Customer Care team is experiencing high call and email volumes. We ask for your kindness and understanding as we work through responding to everyone. 

Please call your local store or click here for the latest trading hours.

 

COVID-19 FAQs

 

Will I need to wear a mask/face covering when I visit Laubman & Pank?

We follow the relevant governments requirements in each state and territory. We ask our customers to adhere to the requirements, unless a medical exemption applies. At times, where physical distancing is difficult to be maintained, Laubman & Pank may require customers to wear a face mask and reserves the right to refuse entry to the store, if you do not agree to wear a face mask without a valid reason.

 

What is considered essential or urgent and critical eye care?

During times of lockdown, our Laubman & Pank stores may only be able to offer urgent and critical care to the community. The following is considered urgent or emergency conditions:
• Recent eye injury.
• A recent change in your vision that is disrupting your day-to-day activities.
• An eye infection or foreign object in your eye.
• New red-eye signs or symptoms.
• Eye pain or discomfort in your eye.
• New onset of seeing double or experiencing any vision loss.
• Flashes of light or new floaters in your vision.
• An acute change in known eye disease or eye condition.
• Requiring a renewed prescription for medicated eye drops.
• Being referred to see an optometrist from another healthcare professional.
• Requiring urgent replacement of broken or lost glasses if you require them for everyday living.
• Being an essential worker and requiring eye care or an urgent replacement of glasses or contact lenses.
If unsure, please contact your local store for advice.

 

I am currently required to self-isolate, can I still go into stores?

If you are unable to come in due to self-isolation advice, then you should adhere to the guidelines set out by the government.
We do offer tele-optometry services and also offer delivery services direct to your home. Please contact one of our Laubman & Pank stores and they will be able to see how best they can help you.

 

Do I need to be vaccinated to enter a Laubman & Pank store?

Laubman & Pank’s general policy does not require customers to be vaccinated to access our stores. In states where this may be a government requirement, we can provide essential services to unvaccinated customers. For the latest COVID-19 updates in your local area, we suggest you contact your local Laubman & Pank store, click here.

 

Should I wear contact lenses if I have flu-like symptoms and/or COVID-19?

Any persons experiencing cold and flu or COVID-19 symptoms should refrain from wearing contact lenses until at least 24 hours after their symptoms have ceased. If you are unwell there is a risk of microorganisms spreading to your contact lenses. You may also have a reduced immune response while fighting infection and this may increase the risk of contact lens-related inflammation.

 

 Orders

 

What options do you have for non-contact delivery services?

If you are purchasing in-store, we can arrange for direct to home delivery or contactless collection. Please speak to one of our team members during your next visit.

 

Will you be extending your warranty policies if we're in lockdown?

In areas where our stores have had to close or are restricted to essential care due to COVID-19 lockdown, we will extend our warranty by the period of time of the lockdown. For example, if your local area is in lockdown for 2 months, our 24-month warranty will be extended to 26 months. Please be aware that your rights and remedies under Australian Consumer Law continue to apply.

 

I usually collect contact lens refill in-store, will this continue in lockdown?

You can contact your local Laubman & Pank store to check if they are open and can assist you. We also offer a subscription service so you can select the frequency you'd like to receive your contacts and they will be automatically sent to you.

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