Delivery and returns

Is delivery free?

Yes, for all orders containing contact lenses, providing you're ordering and receiving your lenses within the UK or Channel Islands.

How are my contact lenses delivered?

In most instances, your postman will deliver your lenses as these are sent first class via Royal Mail. All items are properly packaged to avoid damage or delay in the post.

How do I cancel an order?

As payment is taken at the point of order, it is not possible to amend or cancel an order once this has been placed. The refund policy shown below applies.

When will I receive my contact lenses?

During the order process when you choose your contact lens product the website will identify how long your order is expected to take, based on the product selection and prescription. The length of time it takes to receive the lenses will also be impacted by how quickly we are able to verify that you have a valid contact lens specification that matches your order. As a result, if we need you to send your prescription to us, a timely response will ensure a faster delivery.

What happens if my goods don't arrive?

If you've placed an order and haven't received your goods within a reasonable time (at least 7 days) of receiving the dispatch confirmation, contact our Customer Service Department on 0808 172 00 72 or complete our online form. We'll advise you whether or not we'll send replacement goods or issue you with a refund. These details are repeated on the dispatch note packed with all of our products.

Can I return products if I am not happy with them?

Yes. If for any reason you're not happy with the products, contact our Customer Service Department 0808 172 00 72 or complete our online form. We'll advise you where to return the goods. When we receive the returned goods, we'll credit you in full for all returned products provided that they are in resalable condition. Our full returns policy is detailed in the Legal Policy section.

What is your replacement policy for damaged or faulty lenses?

We will replace, free of charge, or issue a full refund for any faulty goods. Replacement will be limited to the same quantity and specification as the original order. Please contact our Customer Service Department on 0808 172 00 72 or complete our online form. Our full returns policy is detailed in the Legal Policy section.

Are my products insured?

No. Products are not insured by us, but are covered by our returns policy.

Who pays for the cost of return?

We do. Our Customer Services Department will give you a freepost return address to return the products. All returns must be sent to that address for us to process your refund or replace your goods. Sending returns to any other address may affect our ability to process your refund or replacement goods. Our full returns policy is detailed in the Legal Policy.