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If you recently placed an order and you`re wondering why you haven`t received it yet, you should first check whether we`ve dispatched it to you:

  1. Click `Your Account` at the top of any page and sign in
  2. Click `Go` next to `Where`s my Lenses`
  3. On the next page you will see details of the order you are expecting. The order will be listed with the following statuses:


  • Your Order status says `Processing`: item is in stock and will take up to 24 hours to pack and prepare for dispatch - you will be told if an item is in stock at the time of your order. Your order status in `Your Account` will simply state `Processing`
  • Your order status still says `Processing ` after 24 hours - normally this is because it is the weekend when the despatch centre is closed. If your order is in stock then it will be despatched on Monday, if not the order status will change to `Not Yet Despatched` (see below)

`Not Yet Despatched`

  • Your order status says `Not Yet Despatched` in `Your Account`: item is not in stock and will take 2 - 4 days to receive from the supplier, pack and prepare for dispatch

`Back Order`

  • Your Order status says `back order`: your order is a non stock item and we have been informed by our suppliers that there is an additional delay. Normally you will have been notified of this by email.


  • Your Order says `Despatched`: Your order has been despatched from our distribution centre and is on it`s way to you.

Despite our best effort, there can sometimes be unforseen delays in receiving your order.

Please wait seven days after the despatch date before contacting us about a missing order . For non UK deliveries please see the `Delivery Times` information

During that time, we recommend that you ask you local postal sorting office if they`ve already tried to deliver it and ask your neighbours if the package has been left with them.

You should also 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 on 0345 319 3000

For UK customers - if your order hasn`t arrived seven days after the despatch date, please contact Customer Support on 0345 319 3000 Monday to Friday 9am - 5 pm and we will do our best to locate it.