If you recently placed an order and you`re wondering why you haven`t received it yet, you should first check whether we`ve despatched it to you:
- Click Your Account at the top of any page and sign in;
- Click `Go` next to `Where`s My Lenses`;
- On the next page you will see details of the order you are expecting, with the status listed (`processing`, `not yet despatched`, `back order` or `despatched`) ;
- If the order has been despatched, a despatch date will be given.
Orders normally take 5-10 working days to arrive in Europe, but please wait 10 working days after the despatch date for European orders before contacting Customer Support about a missing order and we will do our best to locate it.
Despite our best effort, there can sometimes be unforeseen delays in you receiving your order. In the meantime you can take some simple steps to try to locate the order yourself.
In the first instance, please check that the delivery address you gave us is correct. Click the `View Order` button next to the order to view the delivery address. If there is an error in the delivery address please contact Customer Support.
We also recommend checking with neighbours or colleagues to see if they have taken your order in on your behalf. Also check with your local mail sorting office as it is possible the parcel has been taken there without a `while you were out card` being left at your address.
After you have tried these options please contact our Customer Support department and advise us of this situation. We will then change your order status to `order not arrived` and you will receive an e-mail advising you of this. Following this, if your order still hasn’t arrived within 10 working days and we haven’t contacted you to inform you the parcel has been returned to us, please contact us and we can arrange for a re-delivery of your order.
If both parcels arrive please contact us to either arrange a return for one of the orders or to arrange payment for the second parcel.
Changing Delivery Address On A Recent Order
The delivery address of an open order can be changed from ` Your Account` up until the point that the address label is printed by our warehouse.
Simply go to ` Your Account` and click on the link `Change the Delivery Address of an Open Order` and enter the new address. Please not that this only alters the address for the current order, not future orders. To permanently change your address for future orders (but not for an open order) click on the link in Your Account > Account Details > View, Edit or Delete a Delivery Address on `Your Account`.
What`s an `Open Order`?
An order is considered to be open if it hasn`t entered the dispatch process - that is to say if we haven`t started packing the items and preparing them for dispatch from our fulfilment centre. It will tell you in Your Account if you can change a delivery address or if it is too late and your items have already entered the despatch process.
What Happens If We Cannot Deliver Your Order?
When the Royal Mail returns an undeliverable package to us, we will contact you to let you know that your parcel has been returned to us and hold onto the item for three weeks to allow time for the reason for non deliverability to be addressed (see below). If we have not heard from you during this time and have been unable to resolve the delivery problem we will issue a full refund (including any delivery charges).
Why Was My Package Undeliverable?
The Postal Service may consider a package undeliverable for one of the following reasons:
- Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the Postal Service or the unintended recipient.
- To remove an outdated or incorrect address from your account, log into `Your Account` and click the `Edit Delivery Address` button.
- Failed Delivery Attempts. If a packages requires a signature and it cannot be obtained, the parcel will be returned to your a local delivery depot for collection and the delivery person should leave a slip saying that this has happened.
In rare cases, it is also possible that the address label became illegible during the delivery process.
Countries We Deliver To
We despatch to over 65 countries and the list is growing. We apologise if your country is not included on the list, but rest assured, we are trying to include as many more countries as we can.
- Cayman Islands
- Channel Islands (UK)
- Falkland Islands
- France, Metropolitan
- French Guiana
- French Polynesia
- French Southern Territories
- Guernsey (UK)
- Hong Kong
- Jersey (UK)
- Marshall Islands
- New Zealand
- Saudi Arabia
- South Africa
- Sri Lanka
- Trinidad And Tobago
- United Arab Emirates
- United Kingdom
- United States Minor Outlying Islands
- United States
- Virgin Islands (British)
- Virgin Islands (U.S.)