Customer care

Returns & refunds

We want you to be completely happy with your order. If something isn't right, here's exactly what can come back, how long you have and how quickly you'll be refunded.

30 daysto return unopened, unused items

7 daysto process your refund once it arrives

Alwaysreplaced or refunded if faulty or damaged

Standard returns

What can be returned

You can return an unopened and unused item within 30 days of receiving it, for a refund or a replacement.

Sealed and unused

Items must come back in their original, undamaged packaging with every security seal intact.

Opened or used

Opened or used products can't be returned unless they are faulty or arrived damaged.

Not right for you

A product that doesn't suit you or doesn't work as hoped isn't a fault, so it can't be returned for that reason.

Not sure a product is right for your eyes? Ask us before you buy and our optometry team will help you choose, which saves a return altogether.

Refunds

How your refund works

Check it qualifies. Unopened, unused and within 30 days, or faulty or damaged.

Get in touch. Email info@ocularexpress.co.uk or use our contact form, with your order number.

Send it back tracked. We strongly recommend a tracked service so your return can't go missing.

Refund within 7 days. We process it within 7 days of receiving the item. Your card issuer may take a little longer to show it.

Postage costs

Only the original postage fee is refunded.

Return postage isn't refundable unless we sent you the wrong item or the item is defective.

Bulk & reseller orders

Larger orders

Orders of multiple quantities of the same product, or orders from resellers, have their own terms.

Assessed individually

We look at each order to decide whether it's for personal use or resale. A bulk order is usually more than ten items, but we may assess any order individually.

Fees that may apply

A 10% re-stocking fee applies to large-volume returns. Orders cancelled or amended before dispatch have 3% deducted from the refund, to cover the card processing cost.

Questions?