If you recently placed an order and you`re wondering why you haven`t received it yet, you should first check whether we`ve despatched it to you:
- Click Your Account at the top of any page and sign in;
- Click `Go` next to `Where`s My Lenses`;
- On the next page you will see details of the order you are expecting, with the status listed (`processing`, `not yet despatched`, `back order` or `despatched`) ;
- If the order has been despatched, a despatch date will be given.
Please wait five working days after the despatch date for UK orders (10 working days for international orders) before contacting Customer Support about a missing order and we will do our best to locate it.
Despite our best effort, there can sometimes be unforeseen delays in you receiving your order. In the meantime you can take some simple steps to try to locate the order yourself.
In the first instance, please check that the delivery address you gave us is correct. Click the `View Order` button next to the order to view the delivery address. If there is an error in the delivery address please contact Customer Support.
We also recommend checking with neighbours or colleagues to see if they have taken your order in on your behalf. Also check with your local mail sorting office as it is possible the parcel has been taken there without a `while you were out card` being left at your address.
After you have tried these options please contact our Customer Support department and advise us of this situation. We will then change your order status to `order not arrived` and you will receive an e-mail advising you of this. Following this, if your order still hasn't arrived within 5 working days (10 working days for international orders) and we haven't contacted you to inform you the parcel has been returned to us, please contact us and we can arrange for a re-delivery of your order.
Re-deliveries will be sent via `Recorded Delivery` and therefore require a signature on delivery, we would advise that you select this delivery method on future orders to help ensure this problem does not occur again.
If both parcels arrive please contact us to either arrange a return for one of the orders or to arrange payment for the second parcel. This is to make sure we do not make a fraudulent claim with Royal Mail on your behalf for the original parcel.
Courier, International or Royal Mail Recorded/Special Delivery
You can use your tracking reference that you would have received in your `Despatched Order Complete` email and log on to the relevant site:
www.dpd.co.uk for all courier deliveries.
www.royalmail.co.uk for all Royal Mail special delivery, recorded and international delivery items.
Once tracked you should be able to follow the easy steps and arrange a re-delivery or collect the parcel from your local depot.
If RM have tried to deliver and you were out, they will have left a delivery card. You don`t have to go to the RM office to collect your parcel anymore, you can now arrange for a re-delivery online on a day that suits you by clicking here.
If, once you have checked with these companies, you still cannot locate your parcel, please wait 5 working days for the UK (10 working days for international orders) before contacting Customer Support , so we can look into the matter further.