Frequently Asked Questions

Icon for global_shippingNot Received Your Order?

In rare cases orders can be held up by The Royal Mail, especially during high demand periods. During this difficult period we need to allow up to 10 business days after the estimated delivery date for delivery. If you have not received your order in this time you can contact our customer service team by email at and we will be happy to assist you.

Icon for truckNeed to Return an Item?

Need to return an item?

Our return policy is extremely straightforward: if you have any issues with your order at any time, we will gladly assist you. We strive to provide you with the best, most comfortable, and hygienic products at the best prices; however, if the product you ordered arrived damaged, we will gladly replace or refund it.

How to send it back

Send us an email at to receive our UK FREEPOST return form.

Fill in your information, and if you reside in the United Kingdom, affix the freepost returns label to the package. UK Return shipping costs are on us, but international customers are responsible for postage.

Ensure items are securely packaged.

Please keep your proof of postage safe for additional security. This will ensure that we can assist you if anything goes wrong.

Four facts about refunds and returns

We will process all refunds immediately upon receiving your return.

Refunds will be issued to the original method of payment. This typically takes approximately three to five business days, depending on your card issuer (PayPal may take a little longer).

If you cancel or return your entire order, we will also refund your shipping costs (if applicable).

All of our products come with a 365-day unconditional money-back guarantee, so you can return as long as they are unopened for a complete refund.

365-day guarantee

Whether you've changed your mind or your prescription, you may return any lenses in their original, unopened packaging within a year. Immediate refund will be made to the original payment method or store credit will be added to your account.

We're always available to help

Our knowledgeable and friendly customer service team is available to help by email at


Have you accidentally ordered an item and need to modify or cancel it? To avoid disappointment, please contact our customer service department as soon as possible.

Regulations on Consumer Contracts (Information, Cancellation, and Additional Charges) 2013 Statutory Right to Cancel Within fourteen days of receiving the goods, you may cancel your order and obtain a full refund. If your order contains multiple items that are delivered separately, the cancellation period begins when the final item is delivered. This policy does not apply to customised items unless they are defective. You must return the goods to us in their original, unopened, and unused condition within 14 days of notifying us of your decision to cancel.

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