Information about cancelling, replacing and returning an online order
The following is a summary of information about returns and refunds for products purchased online on our website.
ATTENTION! Refunds or exchanges for online orders can only be made by post/courier. Returned or exchange items cannot be returned to our warehouse in person.
- Cancellation of the order before dispatch:
You have the possibility to cancel your order before dispatch. You can cancel your order before the order has left our warehouse. Please inform us as soon as possible if you wish to cancel your order so that your parcel does not reach the courier. If your parcel is already with the courier, we might not be able to cancel your order and you will have to refuse it from the courier.
If you have paid for your order online, once the order has been cancelled, the money will be returned to the same credit card or PayPal email address from which you originally paid for the order. Occasionally, logistical problems may prevent orders from being cancelled, but we will inform you immediately.
- Refunds, replacement guarantee
Contact lenses and related products (care products, eye drops) can be returned for a refund or exchange within 30 calendar days after receiving the order. Only unopened, unused and intact packaging can be returned. For products with an expiry date, the expiry date cannot be less than 6 months. The package must include the invoice proving that the product was ordered from the eOpticians.co.uk webshop.
For frames, lenses and sunglasses, you can return them to us for a refund or exchange within 14 days of receipt of delivery. We can only take back goods in intact packaging. The package must include the invoice confirming that the product was ordered from eOpticians.co.uk webshop.
It is important to note that only unopened (in the case of glasses and sunglasses, the box can be opened to try on the product, but if returned, it must be in resaleable condition), unmarked, unused products, with all post-marking removed, intact packaging, are eligible for return. You do not need to give a reason for returning the product.
In all cases, refunds will only be made once the goods to be returned have arrived at the address provided and comply with the return conditions. We will refund the price you paid for the returned goods. The refund process will start within 5 working days of receipt of the returned goods or sooner. If you have paid for your order online, we will send the refund to the same credit card or PayPal email from which you originally paid for your order. The refund will usually arrive in your account within 10 working days. Depending on your bank, it may take longer. In case the cancelled amount is not credited to your account within 3 weeks, please contact your account holder's bank, where you can initiate a claim procedure to have the amount credited as soon as possible.
In case of replacement, if you choose a cheaper product, the difference will be refunded to you. The refund process will begin within 5 working days of receipt of the return, or sooner. If you have paid for your order online, we will send the refund to the same credit card or PayPal email from which you originally paid for your order. The refund will usually arrive in your account within 10 working days. Depending on your bank, it may take longer. In case the cancelled amount is not credited to your account within 3 weeks, please contact your account holder's bank, where you can initiate a claim procedure to have the amount credited as soon as possible.
If you have chosen a more expensive product, you can settle the difference by using a payment link, online, as you would with a normal card transaction.
Please note that you must send your parcel by post or courier to this address. Please place the parcel to be returned in a rigid cardboard box so that the inside of the box is not damaged in any way during the return shipment. Please include your (the sender's) address on the back of all parcels returned to us. In the worst cases, this will ensure that the parcel is not lost. You will be responsible for all return shipping costs.
Returned or replacement items cannot be returned in person to our opticians or our warehouse. 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.
Cloud Fulfilment c/o eOptika Ltd,
Basildon, SS15 6TR