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We have a `no quibble` returns policy (even if you have ordered the wrong lenses by mistake!) on most items and will deal with it promptly and efficiently - but some restrictions do apply to returning open coloured lenses or toric (astigmatic) lenses, which will not be refunded unless deemed faulty, in which case a replacement will be offered. Please note that we provide FREE Postage for returned goods (UK Only). See our full policy here.
Damaged Or Defective Product
We will replace or refund any item that is damaged or defective.
To return the item please obtain a Returns Merchandise Authority (RMA) number from Customer Support and use the FreePost returns label from the bottom right of your receipt, including a short note to explain what is defective or damaged about the item that you are returning. Sometimes with contact lenses, it is not possible to return the lens (for example if there was a problem with the lens that was found only after wear), in this case please contact Customer Support quoting your order number and our support staff will be happy to arrange delivery of a replacement product.
I Ordered the Wrong Item
No problem. All items that have been ordered incorrectly will be replaced by the correct items as part of our guarantee at no cost to yourself.
Please obtain a Returns Merchandise Authority (RMA) number from Customer Support and they will redespatch the correct goods to you as soon as possible. We normally try to redespatch goods to you BEFORE we have received the goods back from you to minimise your inconvenience.
You Sent Me The wrong Items
We make every effort to supply exactly the products you have ordered. However, regardless of the reason for you having received the wrong products we want to put it right fast.
Please return the products to us using the Freepost returns label on the bottom right of your receipt together with a short note stating the reason for return and to prevent delay in receiving the correct product please contact Customer Support quoting your customer number.