If you've changed your mind you can return any unopened and unused items back to us at your own cost within 14 days. We advise you get a certificate of postage from your local post office as proof of posting. If your item goes missing on its way back to us we will not be able to issue a refund without a proof of posting. Please email us with your order number for your local returns address
If your order is damaged or faulty when received please email info@lensesdirecttoyou.com quoting your order number and include a picture of the damaged item. We will then ship a new item to you or refund you. A new item will be shipped in the same way as your original order and the same estimated delivery times will re-apply. No postage charges will apply for replacing a faulty product. If you send us a picture of the faulty item there will be no need to return this to us. If you can't supply a picture of the fault or send the item back to us we will not be able to refund or replace.
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You must advise us of returning, damage or faults within 14 days and when returning the product must be unopened (blister packs must be sealed, except for where you have opened the blister pack and discovered damage) and in it's original packaging.
You have another 14 days to get the item back to us.
Once we have received your items you will be refunded within 5 working days. We don’t check our PO BOX every day but we will refund you when we do. Money is usually back in your account straight away but can take up to 5 working days to be refunded from the system.
The quickest way to resolve any queries about returns or damaged items is via email - we aim to respond within 48 hours (excluding weekends and bank holidays).
If your item has been returned to us sadly we cannot send it out again, these orders will be refunded minus your shipping fee. Please ensure you enter your delivery address carefully. Inaccurate or incomplete addresses which mean your parcel is returned to us and can't be delivered will result in an automatic refund of your order, minus your postage costs. We do not resend orders out twice. We don’t check our PO BOX every day so it may take a week or two after it’s received for us to retrieve your return and refund you.
If you're not home for your delivery and it is sent to a local sorting/post office it is your responsibility to pick this up or rearrange delivery before it is returned to us. Each country's mail service will have different terms on how long they keep mail for. You may not always be left a card in your letterbox, this is why you are sent a tracking number (where applicable) to check on your parcel's whereabouts. If items are not collected and are sent back an automatic refund is processed (minus your postage costs) when we retrieve this from our PO BOX. We do not send out orders twice.
