Frequently Asked Questions (FAQ's)

Welcome to the Eyehouse FAQs. Below you will find quick answers to common questions about shipping, returns, product guidance, and support.

1. Do you ship outside Australia?

Not yet. At launch, Eyehouse is proudly shipping Australia-wide only. We currently offer reliable, standard shipping across all states and territories. If you are outside of this area, email info@eyehouse.com.au and we can have a look at shipping rates for you.

2. How long do I have to return a product?

You can return eligible products within 14 days of receiving your order.

To qualify, items must be sealed, unused, and in resellable condition, just as you received them. Due to health regulations, opened cosmetics or supplements cannot be returned.

3. How do I know which blue light protection is right for me?

Great question, it depends on when and how you use your screens:

  • Daytime and early evening use, suggested up until four hours before bedtime
    • Try our clear lens blue light glasses, filtering up to 54 percent of blue light, suited to office work, school, and long hours at the computer. See our blog to hear Sam's story.
    • Anti blue light privacy screen filters, reported by many customers to help with digital eye strain, eye fatigue, and headaches, through both blue light reduction and reduced brightness, with no colour distortion.
  • Evening wind-down, around two hours before bedtime. Our orange-tinted lenses filter up to 100 percent of blue light, which may help support natural melatonin production and better sleep.
  • Kids on screens? We offer specially sized, child-safe blue light glasses that are FDA and MHRA registered, ideal for ages 5 to 12.
  • On your phone all day? Our anti blue light screen protectors work continuously, without changing screen brightness or touch sensitivity.

Still unsure? Reach out to info@eyehouse.com.au and we will guide you to the best match.

4. What is the Eye Friendly Rating (EFR)?

At Eyehouse, we believe your eyes deserve better, especially when it comes to products used near them.

The Eye Friendly Rating (EFR) is our screening system, built to help you identify which products carry the lowest chance of causing discomfort around the eyes. That includes contact dermatitis, meibomian gland dysfunction, dry eye, and blepharitis.

It is based on the presence or absence of ingredients with documented mechanisms for causing these problems, grounded in the TFOS DEWS II reports on ocular surface disease and the EU Scientific Committee on Consumer Safety fragrance allergen list.

One single standard applies across every category on the site, cosmetics, cleansers, and eye drops included. Products are not held to a different standard based on how close they get to the eye.

Silver

Silver is the baseline comfort standard, tolerated well by most people including many with mild sensitivity. A product qualifies for Silver when it is free from all of the following:

  • Synthetic fragrance
  • Formaldehyde releasing preservatives, including DMDM Hydantoin, Quaternium-15, Imidazolidinyl Urea, Diazolidinyl Urea, Bronopol, and Sodium Hydroxymethylglycinate
  • Methylisothiazolinone (MI) and Methylchloroisothiazolinone (MCI)
  • Phthalates
  • Parabens
  • Phenoxyethanol
  • TFOS flagged ocular irritants, including Benzalkonium Chloride, Chlorhexidine, Thimerosal and phenylmercuric compounds, denatured alcohol at leave-on concentration, and sulfates such as Sodium Lauryl Sulfate at leave-on concentration

Gold

Gold is our least chance of reaction tier. A product qualifies for Gold when it meets every Silver requirement, plus:

  • No petrochemical derived ingredients
  • No PEG compounds
  • No fragrance ingredient, natural or synthetic, that appears on the EU SCCS list of 26 established contact allergens

Gold does not require zero fragrance. It requires the absence of those specific named allergen compounds, whether they are synthetic or occur naturally within an essential oil. Ingredients such as chamomile, rosehip, aloe vera, and green tea are not on that list and do not block Gold.

If any of the 26 listed allergens appears anywhere on the ingredient list, at any amount, the product does not qualify for Gold. Suppliers do not disclose exact concentrations to us, so we apply presence alone rather than a percentage threshold. The product may still qualify for Silver, because the Silver fragrance rule applies only to synthetic fragrance.

A stricter rule for eye drops and ocular sprays

Products designed for direct, repeated contact with the tear film, meaning eye drops, ocular sprays, and eye washes, follow a stricter preservative rule:

  • Silver may contain a mild preservative such as Sodium Benzoate, Potassium Sorbate, or Dehydroacetic Acid
  • Gold must be entirely preservative free, with no preservative of any kind

This is a deliberate exception. Repeated exposure to any preservative on the ocular surface accumulates irritation over time, even preservatives that test as gentle on skin. Standard clinical guidance for frequent eye drop use is to choose preservative free formulations. This rule applies only to products in direct, repeated ocular contact, not to cosmetics or moisturisers.

What EFR is not

EFR is a screening tool, not a medical diagnosis or a clinical certification. It does not replace patch testing or professional advice for a diagnosed sensitivity. Ratings are assigned by Eyehouse based on published INCI ingredient lists, not independent laboratory testing, and reflect the presence or absence of known irritant classes rather than concentration. A rating applies to a specific formulation at the time of review, so reformulations require a fresh review.

A note on natural sensations. Brief stinging from the natural acidity of manuka honey is a physical sensation, not a chemical exposure risk, and does not affect a product's rating.

How to use the EFR filters

Look for the Eye Friendly Rating filter on any category page. You can filter by rating, or click into any product for a full breakdown including ingredient highlights.

Read the full EFR criteria here

5. Do you support any charities?

Yes, and proudly so. Eyehouse continues to support The Fred Hollows Foundation, a global leader in restoring sight and preventing blindness.

Their mission aligns closely with ours, to prevent, protect, and preserve vision for current and future generations. We have supported them over the past decade alongside the Royal Children's Hospital, and continue to contribute through Eyehouse, because impact matters.

6. Do I need an account to order?

No. You are welcome to check out as a guest, or create an account if you would like to track your orders and save your details.

When logging in, Shopify will send a secure one-time code to your mobile or email, so there are no passwords to remember.

7. How do I contact you?

The best way is via email. Please use the contact form on our website and our team will get back to you within 24 to 48 business hours.

We are here to support you, send us an email at info@eyehouse.com.au.