You can return any products you ordered from us within fourteen (14) working days of receiving your order confirmation. Unless the product(s) is faulty, we can only accept contact lenses, solutions, eye drops and accessories in their original package, undamaged.
How to return your items
Step 1 – Fill the returns form
After you have filled in the returns form, we'll send a Freepost label via email. The Freepost label contains all the necessary information, such as return address.
Step 2 – Post your parcel
Take the parcel to your local Post Office – find your nearest branch here – and send it.
All the returns must be sent within 14 days of receiving your order. Alternatively, you can give our customer care team a call at 0800 249 4219 and let us know about your return over the phone. Or you can send us an email to firstname.lastname@example.org
When am I going to be refunded
Should your request meet the policy, we will refund you the complete order value back to your bank account within 14 days of your order return arriving at our warehouse.
Exchanging an unopened package of contact lenses
If you want to exchange an unopened and undamaged pack of contact lenses, send it back to us and we will send you a replacement straight away. If your prescription has changed, you can take advantage of our 365-day replacement guarantee.
If your order did not arrive on time and maybe you even paid for Express
Assuming the package is unopened, you can send us back the order using the free return label provided by our customer care team, if it was delivered by Royal Mail. If the order was delivered by UPS, we will arrange for GLS to come and get it, after consulting with you for a suitable day. We cannot guarantee a time when GLS will come by to pick it up. With a Royal Mail tracked return a full refund will be asked for as soon as the parcel reaches our UK office. For a UPS/GLS return the refund can be asked as soon as the GLS return is back at our warehouse.
What to do if your package arrives damaged
If your package contains damaged goods and you would like to replace them, just let us know. You do not need to send us the damaged product, just fill out the claim form below and we will sort out the rest.
If you prefer to be refunded for your damaged lenses, you can also let us know in the claim form!
Sunglasses Returns & Replacement
If you wish to return sunglasses back to us, please make sure to check the following conditions: they need to be in their original condition, including all accessories (cleaning cloth and case), they need to be sent in undamaged packaging (casing, paper or plastic wrappers, any stickers, labels) and the Certificate of Authenticity. For a full refund, all gifts and bonus products bought with points received form the purchase must be returned as well. When returning the unwanted sunglasses, the client is liable for making sure the sunglasses are returned/delivered safely (making sure the packaging is safe and will prevent any damage to the sunglasses). If we believe that the sunglasses, case or accessories are damaged or something is missing from the order, Lentiamo has the right to offer partial or no refund depending on the extent of the damage. Please make sure that the order number is written on the parcel and not the sunglasses packaging.
Online Dispute Center
The European Commission provides a free access platform for the resolution of online conflicts between the customer and us, without the need to resort to the courts of justice, through the intervention of a third, called the Dispute Resolution Body, which acts as an intermediary between the two. You can get more information on the online dispute resolution website.
Start your claim form now by clicking on the link below!