Shipping & Returns

SHIPPING

All packages destined for the UK will be sent by Royal Mail, First Class. Please allow 2-4 working days for delivery. During sales and peak season we often experience slight delays and postage time can take up to 7 working days maximum. We do not offer full refunds for parcels that arrive within 7 working days. 

All shipping to UK and the rest of the world is discounted. We offer free 
shipping for all UK orders over £50. 

All packages for the Rest of the World will be sent by Royal Mail. Delivery in Europe should take 4-8 Working days. Delivery outside of Europe should take 6-12 Working days. Delivery times for orders destined for the Rest of the World vary from country to country. Please contact us before or after purchasing an item if you would like an estimated delivery date. We cannot guarantee delivery times but we aim to dispatch the item within 48 hours of the order.  During sales and peak season we often experience slight delays and postage time can take up to 14 working days maximum. We do not offer full refunds for parcels that arrive within 14 working days. 

For international shipping all applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package. It is at the sole discretion of customs agents to release your package. On rare occasions custom agents may delay delivery of some packages. If your package is held at customs we will do our best to make sure it is cleared as soon as possible. After 14 days we will post another parcel to replace the one held at customs, or we will issue a full refund. 
 
  
RETURNS & REFUNDS

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – which replace the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 14 working days from the day after you receive your goods.

As stated above notification of cancellation must be in writing, either by email or submitting a request to cancel via the contact us form on our website. We will acknowledge receipt of your cancellation request. Please note - a telephone call is not a valid cancellation.

No right of cancellation, refund or return exists under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 once you have used your product, unless the product is defective and you are returning it for this reason. Defective items will be replaced with the exact order made originally. We do not replace defected items with alternative products. 

No right of cancellation exists for personalised goods or goods that are intimate in their nature or goods where there may be hygiene issues, unless defective.

Please observe the following procedure for all returns to us:
- When ordering from our online store, you are confirming that you have consulted your eye care specialist and you're fully aware of how to care for soft contact lenses. If lenses are damaged due to incorrect lens care we will not be held liable for this. We can only accept returns if the lenses have been unopened. 
-The colour of the lenses may vary in reality, due to existing eye colour, your skin tone, the shape of the eye and makeup worn. All factors will affect how the lenses look. 
-We cannot refund/replace any lenses if the customer changes their mind about the colour of the lenses after opening them. 
-We cannot refund any lenses if the customer cannot put them in. 
-We can only issue a refund within 30 days of the customer receiving their package as stated by the delivery date and time on the tracking information. 

- On the back of your delivery note or on another piece of paper, (if you no longer have your delivery note), include your order number and the reason for the return.

- If you are returning your product because it is defective, please state the defect or defects.

- Repackage the product in its original packaging, including any accessories, brochures, disclaimers, guarantees or warranties that came with the product. Unfortunately we will be unable to issue a refund where the product is in an incomplete state.

- If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us.

- Unless the product purchased is stated by us on our website as qualifying for free returns you are responsible for paying any postage or shipping costs incurred when returning the product.

- We recommend that all returns be sent by registered post, so that a record of the return is available for you.

- We will not issue refunds for any items lost or stolen in transit to us. Where a return is lost or stolen in transit to us, you should claim compensation from the company that shipped the return.

- Unused products may be returned promptly by customers to our address and once received in it's original state, a refund can then be issued.
- Orders lost, incomplete, damaged or tampered with in transit to customer will be replaced, and a new pair will be provided. 

- Subject to the above, we will refund the purchase price of a returned product within 14 days of receiving written notification of your intention to return the product. Where we have not actually received the returned item we will need proof of actual postage prior to issuing a refund.

- We will only refund the cost of postage incurred returning a product, if incorrectly sent by us. Please note that we will not refund any courier, overnight or express element of any delivery or postage charge, including Royal Mail Special Delivery.

-For orders made within the UK which qualify for free delivery, we will not refund the postage cost if orders are returned for any reason other than that they are defected, or incorrectly sent by us. We will deduct the postage cost from the total order cost. 
These terms and conditions are subject to change without prior written notice.