Returns policy

Below is a practical summary of information pertaining to returns for your convenience. For a complete overview of your rights and obligations, please refer to the full text of the Terms of Sale.

You have the right to:

  • Cancel your order with us before we ship to you;
  • Return the items for a full refund for up to 365 days after your purchase;
  • Ask for an exchange for up to 365 days after your purchase;

   1. HOW TO CANCEL BEFORE WE SHIP

You have the right to cancel your order before we ship to you. Please let us know by sending an email with the order confirmation details to hello@eopticians.co.uk. This effectively cancels your order, preventing the establishment of a commercial contract. In most cases, your cancellation means the shipment will never take place. Sometimes, our ability to stop the shipment may be limited by the type of logistics fulfillment we use for your specific order.

   2. HOW TO RETURN ITEMS FOR REFUND OR EXCHANGE

You can return your contact lenses and related products to us for a refund or exchange within 365 days after ordering, or up to 14 days after receiving the shipment in case concerning sunglasses and glasses. Unfortunately, we cannot accept returns of goods made to order (made to your specifications or clearly personalized for you.) You must inform us of your decision by emailing us the details of your order and request to hello@eopticians.co.uk. You will then need to ship the items to us in the next 5 working days. Return shipping costs are to be borne by you.

Returned goods must be unopened, unused, their packaging must be undamaged, and there should be at least 6 months shelf life left for perishable goods.

If you prefer a refund, we will then start the refund procedure within 2 working days and will refund you via same way you paid us. You will not incur any fees as a result of reimbursement. We may withhold reimbursement until we have received the goods or evidence of your having sent back the goods.

You can also choose to exchange your items. We will credit the costs of the items you paid towards the exchange.

   3. OUR ADDRESS

Please send your items to return to the following address:

Cloud Fulfilment,

Anton House

Christy Way,

Basildon, SS15 6TR

United Kingdom

 

Please note you need to send the items by post or courier to this address. The return address is operated by our logistics partners for returns processing. They are only able to accept postal or courier delivery and are unable to accept items delivered in person, not packaged as postal or courier shipments and cannot return money to you in cash. Please do not send your shipment with cash on delivery (COD) – we will refund you via the same method you originally used to pay for your goods. After receiving your items, we will immediately get in touch with you and execute either the exchange or the refund you wanted.

 

Please get in touch with us with any question you may have at hello@eopticians.co.uk