Frequently asked questions

My Account

Can I change my account details?
To change your account details you will need to login at the top of the home page and enter your username/email address and password. Once you have entered your online account your can select edit details and make the changes you require.

Can I change my username?
No, you are not able to change your username.

Can I change my password?
Yes you can change your password in edit details.

What do I do if I forget my password?
If you have forgotten your password you can have it reset via login and enter your username/email address and a password reset request will be sent to your email address. Follow the directions on the email.

Orders

How do I track my order?
You will be able to see the status of your order in your account via login. When your order has been dispatched you will receive an email with the tracking number and freight details for you to track your item via Australia Post or Direct Freight.

Are there shipping options?

Freight is charged on orders of less than $200 – Australia only.

All overseas orders incur a freight charge

Orders are sent by either Express Post  or Startrack

How long will it take for my order to be sent?

Please allow a lead time of 3-4 weeks as we produce to order

What payment options are available?

You are able to pay for your order by PayPal, Visa, MasterCard or via Direct Bank Transfer. If you choose Direct Bank Transfer you will receive an email with your order and our bank details. Please put your order number as your reference details and email you remittance to online@keoptical.com.au for fast processing.

How do I see my last order?
You can login at the top of the home page and view your past orders in your account.

How can I buy wholesale?
Please register as a user/account and our office will contact you to decide if you fit the criteria to be able to buy at wholesale prices.  Our office will then change your access and you will need to login to your account each time to order or view wholesale pricing. If you need assistance with this please contact our office via contact us.

What is the minimum order?
There is no minimum order, but if your order is over $200.00 you will get free delivery .

GST
All prices advertised on our site exclude GST. GST will be added at the Shopping Cart stage of your order.

Returns & Exchanges

Returns
Returns will be issued for faulty goods only, or unless prior permission has been granted. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To arrange a return contact us to request a return authorisation form and authorisation number. Goods will not be credited or replaced unless an authorisation number has been issued.

Exchanges
We only replace items if they are defective or damaged, or unless prior permission has been granted. If you need to arrange an exchange contact us.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Artwork

ARTWORK TERMS & CONDITIONS

Artwork proofs will be sent via email in jpeg format.

For each order of artwork, the customer has one (1) revision upon receiving the first proof. The customer agrees that changes required after the 1st revision will incur a graphic design charge of $60 per hour.

Customers who are unable to provide any artwork or concrete suggestions for what they want and ask K E Optical to produce artwork layouts, will incur a graphic design charge of $60 per hour.

Customers that are unable or unwilling to supply high quality copies of logos will incur a re-draw fee of $60 per hour.

Artwork must be in CMYK mode. We will convert all the RGBs or Spot colours into CMYK should there be any contained in the files, and we will not be responsible for any colour shift due to the colour conversion. Furthermore, we have found that it is unwise to rely too heavily on the colour fidelity, or accuracy of inkjet printers. Many inkjet printers use black and up to five other colours, and they can produce highly saturated intense colours than cannot be matched in the digital or offset printing process, which print using four colours (CMYK mode).

Please convert all text to outlines/curves if possible to avoid font problems.

Spray bottles & case labels are foil printed. This means we cut foil and emboss it onto a label. Foils come in a specific number of solid colours; whilst we only have a specific number of foils; we may be to source customised foils at the customer’s expense. We cannot replicate a logo’s graduation or shading on spray bottles or case labels. The foils used are metallic and therefore artwork approvals sent will only have the best approximation of the colour. Physical samples of the foils will be sent on request.

Tints colour should not be lower than 7%, otherwise, the colour will not be shown clearly on printed product.

Customers are responsible to provide all contents (details to be printed) for the order of artwork; K E Optical will not be liable for incorrect information printed supplied by the customer, i.e. incorrect spellings.

It is the customer’s responsibility to ensure that the proof is correct in all areas. Please be sure to double-check spelling, grammar, layout and design before approving artwork. If a proof containing errors is approved by the customer, the customer is responsible for payment of all original costs of printing (screens, setup charges, blocks), including corrections and reprints.

All artwork should be 300-dpi at 100% of the final print size. If you have a 300dpi image that is, say 100 mm x150 mm, and want to blow it up to A4, you have reduced the effective resolution back to 75dpi.

By supplying images, text, or any other data to K E Optical, the customer grants K E Optical permission to use this material freely in the pursuit of the finished artwork.

The customer agrees to fully indemnify and hold K E Optical free from harm in any and all claims resulting from the customer in not having obtained all the required copyright, and/or any other necessary permission.