Need to Return something?
You can send most products back to us in their original unused condition within 100 days of purchase for a refund or exchange. Boxes must be returned unopened and unmarked. We are not able to refund open boxes under our 100-day returns policy. If goods are faulty then your statutory rights will apply.
Get in touch
To organise a return you must get in touch with our customer services team first on 01 513 4141 or through our online chat. We’re ready to talk 24 hours a day, 7 days a week.
Next steps
One of our friendly customer service team members will advise you on what to do after discussing your order.
If necessary, we’ll send you our returns form
Here you can enter any details about your return, your order number and any other relevant information, so we can sort it immediately.
Making a return
Ensure items are packaged securely. Make sure you include the returns form in the package with the label attached, and postage costs covered.
Proof of postage
For additional security, obtain proof of postage to keep a record of your returned item(s). This will ensure we can help you should something go wrong.
Our Returns and Refunds Policy
- Refunds - delivery costs should be covered by the sender. If you cancel or return your order in its entirety we will refund the original standard delivery charge (if applicable) together with the cost of your items.
- Refunds and reorders - are processed as soon as we receive the returned product. Refunds will be made to your original payment method upon receipt. This typically takes around 5 working days, depending on your card issuer. Refunds to PayPal accounts may take longer.
- 100-day returns - on all products; items must be returned unopened and unmarked in their original packaging.
- 100-days no-quibble refunds - quibble refunds - everclear products only. Return in any condition for a full refund.
Prescription changed?
If you go for an eye check and your prescription has changed, just return any leftover lenses, unopened and in the original, undamaged box and we’ll refund your money – provided it’s within six months of you buying the lenses. We’ll refund your account within seven working days once we’ve checked the returned products. Naturally, we’ll be happy to supply replacement lenses to your new prescription.
Cancellations
Ordered something in error and need to amend or cancel it? Most orders placed before 8pm on weekdays are dispatched the same day. Please call our customer service team ASAP to avoid disappointment.
Customer Service Team: call 01 513 4141 or 01 513 4141 in the US (available 24 hours a day, 7 days a week). Don’t forget we’re available to chat online 24/7 too.
Statutory Cancellations Rights
Under the Consumer Rights Directive 2011/83 (“CRD”) you have the right to cancel and return products within 14 days of receipt of the goods. If your order contains a number of items that are delivered separately, the cancellation period begins from receipt of the final item. This does not apply to any products made to your specification unless they are faulty. You must return the goods to us in their original, unopened and unused condition within 14 days of notifying us that you wish to cancel.
