Frequently Asked Questions

Delivery

How much does shipping cost?
Shipping is FREE for sunglasses, frames, contact lenses, gift cards and accessories in Australia & New Zealand. Free delivery online offer is subject to change at any time without prior notice. This offer is only available online and is valid for Standard Delivery within Australia & New Zealand.

How long will it take for my delivery to get to me?
Delivery times can be found under the ‘add to cart’ button on the product detail page.

How long does delivery take during sale periods?
Please be aware, during peak sale periods it may take additional time to get your order to you.

Can I track my order?
Yes, to track your order, sign in to Your Account or check your shipment confirmation email for tracking details. Here you can see your latest purchase. The ‘Order Status’ will initially be ‘Processing’ after you place your order, but will change to ‘Shipped’ once your order has been dispatched.

How do I track my delivery?
Once your order has shipped, sign in to Your Account and proceed to ‘Purchases’. Click on the details button next to the order you wish to track. A link will show which reads ‘Track your order’. Click on the link to view the status of your order.

What happens if my parcel is lost?
If you believe your parcel has been lost, please contact our Customer Care team.

Why have I only received part of my order?
Sometimes the items you have ordered are stored in different locations. To get your order to you as soon as possible, we often dispatch the items separately. The remainder of your order should be with you shortly, however, you can always reach out to our Customer Care team, who will be able to assist you further.

What should I do if items are missing from my order?
If you receive your order and find that something is missing, please contact Customer Care on 1800 626 300 (Australia) or 0800 444 539 (New Zealand). Alternatively you can contact us via email.

Do you ship internationally
At the moment, OPSM ships to Australia and New Zealand only.

Do you deliver to PO boxes?
Yes, OPSM delivers to PO boxes.



Returns

  • Item(s) must be returned within 30 days of purchase (unless defective).
  • Refunds will be issued in the same form as your original payment method.
  • Customers bear the risk of loss for all items shipped to OPSM until OPSM accepts and receives the delivery from Australia Post or New Zealand Post.
  • Item(s) can either be returned in store with a valid proof of purchase, or via post using the complimentary returns label.
  • For items returned in store, please allow for an additional 3-5 days for the refund to be processed.
  • For items returned in via post, please allow up to five days transit time in addition to the 3-5 days for the refund to be processed.
  • Item(s) must be returned within 30 days of purchase (unless item is defective).
  • Item(s) must be returned in original condition with original packaging (unless item is defective).
  • Item(s) must have all tags and stickers attached.
  • Refunds will be issued in the same form as your original payment method.
  • Customers bear the risk of loss for all items shipped to OPSM until OPSM accepts and receives the delivery from Australia Post or New Zealand Post.

Contact lenses may only be returned if defective, please see our warranty for further information. Contact lenses are not exchangeable or refundable once seal has been broken (unless defective).

  • Ray-Ban Stories can be returned either by mail, or in store at a participating store.
  • Item(s) must be returned within 30 days of purchase (unless defective).
  • Refunds will be issued in the same form as your original payment method.
  • For items returned in store, please allow for an additional 3-5 days for the refund to be processed.
  • For items returned in via post, please allow up to five days transit time in addition to the 3-5 days for the refund to be processed.
  • Customers bear the risk of loss for all items shipped to OPSM until OPSM accepts and receives the delivery from Australia Post or New Zealand Post.

Return via mail

  1. Contact Customer Care who will assess the status of the glasses and arrange the return for you via the Contact Us form.
  2. Import all of your captures to your phone or the Facebook View app.
  3. Factory reset the glasses to remove your personal data and delete your captures.
  4. Turn off the glasses.
  5. Prepare your return with the box that your glasses arrived in. In addition to the glasses, please add all of the accessories including the charging case and cable. If the box is no longer available or is not in a suitable condition, please ask Customer Care for a return kit and we’ll mail you everything you need to complete the return.
  6. Follow the shipping instructions listed on your box. Or download the instructions here.

Returns in store

Returns can be processed in any OPSM store within our network that stocks Ray-Ban Stories, with proof of valid purchase. To ensure you can receive support to facilitate the return, Ray-Ban Stories must be returned to a store which stocks this range.
Click here to view a full list of OPSM stores stocking Ray-Ban Stories.

Before returning to a store, please ensure:

  1. You bring the original order confirmation email
  2. Import all of your captures to your phone or the Facebook View app
  3. Factory reset the glasses to remove your personal data and delete your captures.
  4. Turn off the glasses.
  5. Prepare your return with the box that your glasses arrived in. In addition to the glasses, please add all of the accessories including the charging case and cable.

If you are returning a warranty in store, please ensure your Ray-Ban Stories product is charged and refer to the manufacturers warranty policy here.

A prepaid returns shipping label and returns form are included with all OPSM online orders. Fill out the returns form, repack the item(s) in the original packaging ensuring it is properly protected from damage, and post. Items must be returned in their original condition (unless defective). For contact lens returns, boxes must be unopened (unless defective).

To qualify for free return shipping for change of mind, your return must arrive at the OPSM Customer Care Centre within 30 days of the purchase date. Please allow up to 5 days transit time.

If you made the purchase using Afterpay or Paypal online, please be aware that any refund amount will be processed back to the original payment type. If you used Afterpay, any future payment instalments will be cancelled and all previous payments will be refunded to your linked card.

Note, only Complete Pairs can be returned in store. All other items purchased online must be returned by post with the complimentary returns shipping label.

If you change your mind or you’re not happy with your purchase, you can return the item(s) to any of our stores within 30 days of purchase for an exchange or full refund. Items purchased in store cannot be returned online.

If you used Afterpay to make the purchase in store, any refund amount will have to be processed back to Afterpay. Any future payment instalments will be cancelled and all previous payments will be refunded to your linked card.

Contact Customer Care and they will email you a new returns form.

We will process your refund within 7 business days of receiving your return. Please bear in mind that depending on your financial institution, funds may take a few extra days to be available into Your Account.

Yes, if the item is in its original condition and if the terms and conditions of the sale do not state otherwise, or if the item is defective. If you need to return a defective item please Contact Customer Care.

If the item(s) you are returning are defective, you may have additional statutory rights under the Australian Consumer Law and other laws includng the Consumer Guarantee Act (New Zealand). Please contact the OPSM Customer Care Centre to report the defect and they will guide you through the returns process.



Eye Tests

The Classic Eye Test is bulk billable for eligible Medicare card holders and services. For OPSM’s Essential, Essentials Plus, Essentials Premium and Total Care Packages, gap payments apply for a portion of the fee that cannot be bulk billed to Medicare.

OPSM eye test costs vary according to the type and complexity of test taken. You can view a range of prices on our Eye Test Packages page or contact your nearest store using our Store Finder.

Please contact your OPSM store directly using our Store Finder OR go to our Contact Us page to get in touch by email or phone, giving us details of the store, date and eye test time, along with your preferred time and date options if you are rescheduling.

Please call OPSM customer care toll-free on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).



Eye Tests History

We try to automatically match your data when you first sign in to Your Account, if this has not worked, please go to Your Account and click on 'Eye tests' in the menu. You will see a link asking you to 'complete your profile', please click on this and enter your details. If further assistance is required, please Contact our Customer Care team on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).

In your online account, eye test history dates back to 2012. For access to your eye test history pre 2012, please contact your nearest store. You can locate an OPSM store using our Store Finder.



OPSM Subscription Value Plan

The OPSM Subscription Value Plan is an easy way for you to get the best price on your contact lenses, as well as a hassle-free refills automatically delivered when you need them next, until your prescription expires. You can manage your subscription details, reschedule your delivery or cancel your OPSM Subscription Value Plan in Your Account at any time.

Here's how it works:
1. Select your contact lenses and enter your personal prescription details.
2. Select the quantity of boxes you would like delivered with each refill.
3. We will calculate your delivery frequency based on your initial order quantity and will automatically deliver refills until your prescription expires. You can also cancel or reschedule your subscription at any time, there are no minimum contracts.

Terms and conditions apply.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'manage subscription' button. This will take you to the details page that will display your prescription details. Click on 'update prescription expiry, enter your details and save changes. Please ensure your prescription is current and valid. If your prescription expires, you can always book an eye test with us today.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'Manage subscription' button. This will take you to the details page that will display your refill date & frequency. Click on the 'Change refill date or frequency link', update to your preferred date/frequency and save changes.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'Manage subscription' button. This will take you to the details page that will display your delivery address details. Click 'Change delivery address', you can then select a pre-existing address that has been saved to Your Account from the dropdown, or you can select 'Add a new address'. Enter your details and save changes.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'Manage subscription' button. This will take you to the details page that will display your payment details. Click on 'Change payment methods', you can then select a pre-existing card that has been saved to Your Account from the dropdown, or you can select 'Add a new payment method'. Enter your details and save changes.

Sign in to Your Account, click on 'Subscriptions' in the left-hand menu and click on the 'manage subscription' button. This will take you to the details page that will display your subscription details. Scroll down to the bottom of the page where you will see the 'cancel subscription' link, click on it and confirm cancellation.



Prescription Glasses

A Complete Pair refers to a pair of glasses or sunglasses, with presciption lenses.

PD refers to the pupillary distance - the space between the centres of your pupils. This number tells the lab where to put the optical centre for your glasses.

Ask your Optometrist to note this on your prescription, or measure your PD by following the instructions provided on the prescription verification page whilst checking out.

You can provide your prescription in three ways:
1. Upload a soft copy of your script;
2. Import a soft copy from your existing OPSM account; or
3. Input a new prescription within your OPSM account


After checking out, you will have an additional five days to upload a valid prescription. After this time, the order will be cancelled and refunded.

A valid prescription should contain:
(1) Issue date and expiry date
(2) Practitioner name
(3) Practice name and location
(4) Prescription details
(5) Whether the prescription is for spectacles or contact lenses

Contact Lens and Glasses prescriptions are not the same and cannot be used interchangeably. If your existing prescription has expired, or you need a new prescription, please book an eye test at your nearest OPSM store.

Currently we offer Single Vision and frame only purchases online. If you have a progressive prescription, visit your nearest OPSM store where our frame fitting specialists will be able to assist you.

Our lens panel is designed to guide and educate you through the process, on purchasing the right pair of Prescription Glasses for your lifestyle and needs.

It's important to us that you feel confident through the process. If you need additional assistance whilst placing an order or after, you can contact Customer Care on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).

It all depends on the prescription and frame combination. We recommend High Index and Ultra High Index lenses for stronger prescriptions.

In some cases, the lens and frame combination will not be possible to manufacture. In the event that we cannot manufacture your Prescription Glasses, we will notify you as soon as possible.

If you would like extra assitance whilst purchasing, we recommend reaching out to one of our helpful Customer Care agents on 1800 626 300 (Australia) or 0800 444 539 (New Zealand), or visit one of our stores.

In some cases, the lens and frame combination will not be possible to manufacture.

If you have already purchased your Prescription Glasses, we will notify you as soon as possible and provide you with a refund. If you would like further assistane, we recommend reaching out to one of our helpful Customer Care agents, or visiting one of our friendly frame fitting specialists in store.

OPSM offers lifetime complimentary fitting and adjustments, available in all our stores.

To ensure that we can serve you in the right way, please kindly bring a copy of your proof of purchase with you and we’ll be happy to provide you with in store assistance.

To help you feel confident when purchasing your Prescription Glasses, we offer complimentary fitting and adjustments in-store.

Should you decide they are not quite right for you, return them within 30 days of purchase and we'll give you your money back*. Simply bring your Shipping Confirmation Email into store, or use the pre-paid shipping label to return the item via post.



Shopping online with OPSM

Placing an order is easy! Add the item(s) you want to purchase to your cart, and click the ‘Checkout’ button. Sign in with your login details or alternatively click the ‘Next’ button if you would prefer to checkout as a guest. Enter your details and delivery instructions and click ‘Next’. Check the summary and once you are happy with your order, select your payment type and enter payment details. Click ‘Place Order’ to complete your order. You will receive a confirmation email once your order has been successfully processed. Record your order number for future reference if you do not have an OPSM account.

For your convenience, you can click the search icon found at the top right of every page on our website to search for a specific item. Simply enter the brand, model number or name to find the item. Alternatively, you can view our entire product range and filter by brand, colour, frame shape and many other attributes to find what you are looking for.

If you would like to cancel your order, contact our Customer Care team on 1800 626 300 (Australia) or 0800 444 539 (New Zealand). If the order has already been dispatched, simply return the item(s) you no longer want in the original packaging within 30 days and we will give you a full refund.

If you would like a copy of your receipt or invoice, please Contact Customer Care and our friendly staff will be able to generate one for you.

If an item appears on the website but is listed as out of stock, it is likely that we will be getting more stock in the future. If you are searching for a specific model and you don’t see it on the OPSM website, call our Customer Care team and they can initiate a store wide search to see if we currently stock the item or will have it.

If you have placed an online order previously and would like to an identical order again, either sign in to Your Account, or Create an account, click on 'Purchases'. Click on the 'details' button next to the order you would like to place again, at the top of the page you will see the re order button which will take you to the checkout.

To view your online and in store purchases with OPSM, select Your Account, or Create a new account. Click on 'Purchases' in the left-hand menu to see the orders you have placed. To view the order details, click on the 'Details' button beside the order.

In your online account, purchase history dates back to 2012. For access to your purchase history pre 2012, please contact your nearest store. You can locate an OPSM store using our Store Finder.

We try to automatically match your data when you first sign in to Your Account , if this has not worked, please go to Your Account and click on 'Eye tests' in the menu. You will see a link asking you to 'complete your profile', please click on this and enter your details. If further assistance is required, please contact our Customer Care team on 1800 626 300 (Australia) or 0800 444 539 (New Zealand).

OPSM knows that you care how information collected about you is used. The OPSM Privacy Policy explains how we protect your privacy. OPSM reserves the right to amend its Privacy Policy from time to time. Changes will be effective immediately upon publication and will be notified on the website.



Discounts and Promotions

To see what discounts your health fund may offer, check out our Health Funds page.

We can process health fund rebates on the spot for you in store. All you need to bring is your current health fund card. For online purchases, you will need to contact your health fund provider to claim your rebate.

If you have an online promotional code, you can enter it in Your Cart before you finalise your purchase. Under the ‘Product Details’ heading you will see a list of your selected item(s). At the end of the list you will find a check box that reads ‘Do you have a promo code?’ Tick the box and enter the code.



Gift Cards and Gift Options

To purchase a gift card online click here and then select the value of the gift card you wish to purchase from the drop down menu. Gift card denominations available to purchase online are $25, $50, $100, $150, $200, $250 and $500.

You can also go to any OPSM store to purchase a gift card. Find your nearest store with our Store Finder.

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

Gift cards are valid for 3 years from the date of issue. You can check the expiry date on the back of your gift card.

To confirm the balance remaining on your gift card, or for any other gift card related enquiries, call the gift card help desk on 1300 553 380 (Australia) or 0800 733 747 (New Zealand). The gift card help desk is available Monday to Sunday from 7am to 9pm.

Please treat your gift card like cash. Lost, defaced or stolen cards cannot be replaced or refunded.

No, unfortunately we do not offer any gift wrapping services for online purchases.



FAQ Ray-Ban Stories

To operate Ray-Ban Stories you need to connect your glasses with a smart phone and the Facebook View App. Here’s the complete checklist:

  • Smart phone with a recently released operating system: Android 8.1 and above (with location services enabled) or iPhone 6S or above, running iOS 13 and above
  • Wireless internet access
  • USB-C charging plug (if charging from a power outlet and not directly from a USB point)
  • A valid Facebook account
  • Facebook View App (downloadable from your App store)(downloadable by scanning this QR code)
Qr Code App

Your Ray-Ban Stories comes with the following accessories and user manuals:

  • Charging case
  • Type-C to Type-C USB charging cable
  • Soft glasses pouch
  • Quick Start Guide
  • Safety & Warranty Guide (also downloadable here)

Your glasses use Wi-Fi in 2 different ways:

  1. For normal use, the app connects to your Wi-Fi network.
  2. When importing captures or installing firmware updates, the app will connect directly to your glasses' temporary Wi-Fi network.
  • 1. Download the Facebook View app from your app store and log in using your Facebook account.
  • 2. Turn on the Bluetooth setting on your phone.
  • 3a. Start by turning on your glasses. Slide the power switch to the right, then quickly release it. The notification LED blinks white while your glasses turn on, which can take up to a minute. When the notification LED turns solid green, you're ready to continue. (If you can’t complete this step, continue to 3b, otherwise move on to step 4)
  • 3b. Your glasses should arrive partialy charged, however you may need to charge your glasses before moving on to step 4. Place them inside the charging case and connect the case to a power source.
  • 4. Put your glasses into Bluetooth pairing mode. Slide and hold the power switch for 5 seconds and release when the light blinks blue. Your glasses will appear in the app when they're in pairing mode, which can take up to 10 seconds.
  • 5. Turn on the Bluetooth setting on your phone.
  • 6. Enjoy exploring your world in a new way with Ray-Ban Stories

For illustrated set up instructions, please refer to the Facebook View app.

You can download the Ray-Ban Stories companion app, Facebook View, from your app store. Download now

Please note:

  • The app is only available to download in supported countries.
  • Deleting the app will erase all photos, videos, and creations. We recommend saving them locally before deleting the app.

If you’ve paired your phone and glasses before, they should automatically pair again. To pair them for the first time, follow these

If your glasses aren't connecting to the app, follow the in-app suggestions or manually try the following actions:

  1. Forget Device in your phone’s Bluetooth menu and pair them again
  2. Close and relaunch the Facebook View app
  3. Download the latest version of the app from your app store
  4. Make sure your glasses are sufficiently charged
  5. Force restart the device (instructions available )

Use the touchpad on the right-side temple of your glasses to control playback and volume:

  • Tap once to pause / resume playback
  • Tap once to pause or play audio
  • Double tap to skip forward
  • Triple tap to skip back
  • Swipe forward to turn the volume up
  • Swipe back to turn the volume down

When you close your glasses, audio streaming will pause. When you reopen the glasses, they will reconnect via Bluetooth.

To adjust volume on your glasses, swipe forward on the touchpad to turn up volume and swipe back to turn down volume. You can check how the volume sounds to people around you by removing your glasses while media is playing.

You can also adjust the volume of system sounds in the Facebook View app. Some examples of system sounds include low-battery warning and a sound to indicate you're taking a photo.

To adjust the volume of system alerts:

  1. From the Facebook View app, tap on your profile photo in the top right.
  2. Tap System Alerts.
  3. Tap System Sounds.

There are two ways to take photos and videos with your Ray-Ban Stories:

  1. One-touch control
  2. To take a photo, press and hold the capture button. The white notification LED will blink and make a sound during the capture. To record a video, press the capture button once to record a 30-second video. Press again to stop recording. The white notification LED will stay on while you're recording.

  3. Hands-free voice command
  4. When Facebook Assistant is wake word enabled, you can use your voice to take a photo or video. Say "Hey Facebook, take a photo" or "Hey Facebook, take a video."

When you take a photo or video, the capture LED will activate to indicate to those around you that you may be recording. To learn more, watch the Product Tour via the Facebook View app within Settings.

  1. Enable Bluetooth on your phone and pair your glasses and phone via the Facebook View app
  2. Tap the circular download button in the lower right hand corner of the app home screen, which shows how many captures are available for download
  3. For things that require a fast connection to download, like import and firmware updates, your glasses will temporarily connect to their internal Wi-F network. On iOS, accept the “Join Wi-Fi Network” request and the glasses will start to transfer the files to the app.

Your Ray-Ban Stories glasses and Charging Case have a different charge lifecycles:

  • Charging Case.
  • A fully charged case provides you with an additional 3 days of glasses use.
  • You can fully the charge case to 100% in 180 minutes. Glasses Battery.
  • Fully charged glasses last up to 6 hours for moderate usage and up to 3 hours with continuous audio streaming and Facebook Assistant. This may vary with use and other factors.
  • The glasses can capture and sync up to 50 videos or up to 200 photos per full charge.
  • You can fully charge the glasses to 100% in 70 minutes in the charging case.
  • You can quick charge the glasses to 50% in 30 minutes in the charging case.

Charging your glasses

To charge your glasses, put them in the charging case*. You'll know your glasses are charging when the case LED blinks after you've docked them and closed the case.
The case can recharge your glasses multiple times and we recommend storing your glasses in the case whenever you’re not using them.
*The first time you charge your glasses you need to remove the protective plastic tab from the metal charging connections on the case.

Charging your case

To charge your charging case, use the USB cable that came with your glasses to connect the case with a charger or port. To charge from a wall outlet, you'll need a USB-C plug, which is not included with your glasses.

Case LED Your charging case has an LED indicator on the front of the case, which shows charge status of the case or glasses.

When you open the case without your glasses inside, the LED will show the charge level of your case. Green means that your case has over 80% charge and orange means you have less than 80% charge. If you see red blinking, this means your case is out of battery.

When you open the case and your glasses are charging inside, the LED will show the charge level of your glasses. Red means the case is out of battery or your glasses are not charging, green means that your glasses are fully charged, and pulsing orange means your glasses are charging. If your case is plugged in, the LED will remain on. If your case is not plugged in, the LED indicator will show charge level for 8 seconds.

You can also see the charging status via the Facebook View app within Settings.

You’ll be able to see the battery status of your glasses via the Facebook View app within Settings. If the glasses are charging in the case, you’ll also see the battery status of your case.

Charging safety

For safety warning on charging your Ray-Ban Stories please refer to the Warranty and Safety Guide.

You can't change your Ray-Ban Stories lenses and attempting to do so will invalidate the warranty. At the time of purchase, you’re free to choose from a range of lens colours, lens treatments, and whether you’d like to add your prescription.

You can view the complete range of frame and lens combinations here.

At the moment, Facebook Assistant is only available in English. You can change between English (United States), English (United Kingdom), and English (Australia). To update your Assistant preferences, go to Settings – Facebook Assistant.

You can enable Facebook Assistant in the settings of the Facebook View app.

To turn Facebook Assistant on or off:

  1. Open Facebook View and tap your profile picture in the top right of the screen.
  2. Tap Facebook Assistant, then tap the toggle next to Facebook Assistant.

If your glasses aren’t pairing with the Facebook View app, try the following troubleshooting steps.

Make sure that:

  1. Your glasses are charged and turned on: Slide and hold the power switch towards the lens until the notification LED starts blinking white, then release it. The white LED will blink while your glasses turn on. When it turns solid green, you’re ready to continue.
  2. Bluetooth is enabled on your phone.
  3. Your glasses are unpaired on your phone. If you are on iOS, go to your phone's bluetooth settings. Tap the info icon next to your glasses from the list of devices. Tap Forget This Device. This step isn't necessary on Android devices.
  4. The device is in pairing mode: Slide and hold the power switch for 5 seconds and release when the light blinks blue. Your glasses will appear in the app when they're in pairing mode, which can take up to 10 seconds.

If Ray-Ban Stories still doesn’t appear in the app, complete the following steps:

  1. Turn your glasses off and back on again
  2. Try quitting the Facebook View app and reopening it.

If you’re still unable to pair to the app during setup, please contact customer care.

When you say “Hey Facebook,” the notification LED will pulse white to let you know Facebook Assistant is listening. If Assistant doesn't respond to your voice, check the following:

  • - Make sure your glasses are on and the battery is charged.
  • - Check that Assistant and "Hey Facebook" are enabled in the settings of Facebook View.
  • - Make sure there’s no background noise that might be disrupting or interfering with Assistant.

If you’re glasses aren’t turning on, try the following steps:

  1. Dock the glasses inside the charging case and charge for an hour. Make sure the charging pins on the case and glasses are clean. If the glasses are charging, the LED indicator on the case will show pulsing orange. If you don’t see a charging indicator, try charging the case from a different outlet, with a different cable, with a different charger or with a USB-C charging block.
  2. Slide and hold the power switch for 5-10 seconds to check for the glasses notification LED indicator. The LED will blink white for about 12 seconds and will turn solid green when the glasses are ready to use.
  3. If you’ve tried steps 1 to 3 and your glasses still don’t turn on after several hours of charging, you can request a replacement pair. Please refer to FAQ 8 for instructions on how to begin a replacement request.

Please note:

  • Your glasses and charging case should arrive partially charged.
  • Using the case is the only method to charge your glasses.
  • We recommended charging your glasses in the case whenever you’re not using them.
  • Software updates requires a minimum charge level that varies depending on temperature. The Facebook View app shows a warning message if your glasses need more charge to proceed with an update.

Whatever your question, contact our Ray-Ban Stories products specialists and they’ll be happy help.

Before you get in touch, we recommend having your serial number, glasses version, app version and account details ready. You can find details about the app version or your account by going to Settings -> General. You can find details about your glasses, including serial number, software on your glassees, or model information by going to Settings -> Your Glasses.

For questions about Facebook Assistant or Facebook View privacy please refer to the Facebook help center.

You can find your Ray-Ban Stories Serial Number in two places:

  1. In the Facebook View app under: Settings - My Glasses - About
  2. Printed on the inside of the left temple of your glasses

The charging case has a separate Serial Number, located on the inside of the case.

You can view and download the Ray-Ban Stories manufacturer warranty policy here.

Returns are rare at Ray-Ban, but if you think your Ray-Ban Stories are defective and the return timeframe has expired you can open a warranty claim for a repair or replacement [link to warranty page where customer can open a claim]. To open a claim you’ll need your product serial number and proof of purchase. The warranty is only valid for 1 or 2 years from purchase, based on the country of purchase.

You can view and download the full warranty policy here.

Not sure where to find your serial number? Go to FAQ 76

We’re sorry that you haven’t found the answer you’re looking for. You can find further information and contact details for our customer care via the Ray-Ban Help Center.

You can also visit the Facebook Help Center for more information on the Facebook View app.





Store Availability -
Ray-Ban Stories

Store NamePhone
Albert St(07) 3229 2200
Brookside(07) 3355 9388
Bundaberg Sugarland(07) 4151 7131
Burleigh Heads(07) 5568 7023
Cairns Central(07) 4051 1666
Cannon Hill(07) 3899 3255
Carindale(07) 3398 9911
Castletown(07) 4721 6831
Chermside07) 3350 1166
Clifford Gardens(07) 4634 1934
Coomera(07) 5613 0298
Earlville(07) 4033 0407
Fairfield Gardens(07) 3846 2433
Garden City Mt Gravatt(07) 3343 3944
Gladstone(07) 4978 6421
Helensvale Westfield(07) 5580 3550
Indooroopilly(07) 3378 4266
Ipswich(07) 3557 0003
Kawana Waters(07) 5478 1864
Loganholme(07) 3209 7525
Macarthur Central Brisbane(07) 3229 4155
Mackay Caneland(07) 4953 0861
Maroochydore(07) 5479 3444
Mt Isa(07) 4743 3839
Mt Ommaney(07) 3279 0699
Noosa(07) 5474 2399
North Lakes (07) 3482 2099
Pacific Fair(07) 5570 6204
Robina(07) 5593 2199
Runaway Bay(07) 5529 1166
Southport(07) 5531 1128
Stockland Hervey Bay(07) 4124 8355
Strathpine(07) 3881 2899
Sunnybank(07) 3344 2406
The Gap(07) 3300 6400
Toombul(07) 3266 4111
Toowong(07) 3371 7733
Toowoomba(07) 4638 5799
Townsville Stockland(07) 4725 4822
Victoria Point(07) 3820 8237
Wintergarden(07) 3221 1158
Store NamePhone
Belmont Forum(08) 9277 6023
Broome(08) 9192 3444
Bunbury Centrepoint (08) 9792 5055
Bunbury Forum(08) 9721 6809
Busselton(08) 9754 4413
Carousel(08) 9356 2707
Claremont(08) 9383 3943
Cottesloe(08) 6488 0691
Ellenbrook(08) 9296 9400
Floreat(08) 9287 1839
Garden City Booragoon (08) 9364 9577
Gateways(08) 9498 5855
Innaloo(08) 9244 4300
Joondalup(08) 9300 0377
Kalamunda(08) 9257 2911
Kalgoolie(08) 9091 4442
Karratha(08) 9143 1208
Karrinyup(08) 9446 5994
Livingston(08) 9456 1100
Mandurah(08) 6488 0660
Midland Gate(08) 9274 3565
Mirrabooka(08) 9344 4344
Morley Galleria (08) 9276 5856
Mt Hawthorn(08) 9443 5266
Ocean Keys(08) 9407 9166
Perth Hay St near William (08) 9321 5333
Riverton (08) 9354 1733
Rockingham(08) 9527 1444
South Hedland(08) 9140 2323
Subiaco(08) 9388 1706
Warnbro(08) 9593 0000
Whitford City (08) 9307 7960
Store NamePhone
Adelaide Rundle Mall (08) 8212 5192
Bagot House(08) 8305 1000
Gawler (08) 8522 1580
Glenelg(08) 8294 2566
Golden Grove (08) 8289 3544
Marion(08) 8296 5388
Mitcham(08) 8272 6300
Mt Barker(08) 8391 0121
North Adelaide(08) 8239 0400
Tea Tree Plaza(08) 8264 3000
West Lakes (08) 8355 6188
Store NamePhone
Burnie (03) 6431 8177
Devonport(03) 6423 1166
Hobart Collins St (03) 6270 6555
Kingston (03) 6229 9911
Launceston (03) 6331 1755
Rosny (03) 6244 6600
Store NamePhone
Alice Springs (08) 8952 8277
Casuarina(08) 8927 9377
Darwin (08) 8941 1577
Palmerston (08) 8932 7320
New South Wales (coming soon)
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Victoria (coming soon)
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Australian Capital Territory (coming soon)
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