Where Is My Order?
- The majority of Royal Mail first class orders take 1- 5 days to arrive, however please allow 7 working days before contacting us about an order that hasn't arrived.
- International orders take longer to arrive.
- Europe - 14 days
- USA/Canada - 21 days
- Rest of the World - 28 days
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.
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 5 working days (10 working days for international orders) 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.
Re-deliveries will be sent via `Recorded Delivery` and therefore require a signature on delivery, we would advise that you select this delivery method on future orders to help ensure this problem does not occur again.
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. This is to make sure we do not make a fraudulent claim with Royal Mail on your behalf for the original parcel.
Courier, International or Royal Mail Recorded/Special Delivery
You can use your tracking reference that you would have received in your `Despatched Order Complete` email and log on to the relevant site:
www.dpd.co.uk for all courier deliveries.
www.royalmail.com for all Royal Mail special delivery, recorded and international delivery items.
Once tracked you should be able to follow the easy steps and arrange a re-delivery or collect the parcel from your local depot.
If RM have tried to deliver and you were out, they will have left a delivery card. You don`t have to go to the RM office to collect your parcel anymore, you can now arrange for a re-delivery online on a day that suits you by clicking here.
If, once you have checked with these companies, you still cannot locate your parcel, please wait 5 working days for the UK (10 working days for international orders) before contacting Customer Support , so we can look into the matter further.
UK Delivery Times, Methods & Rates
We hold over 90% of contact lenses in stock and most orders placed before 3:30pm are posted to you the same day using Royal Mail 1st class.
In addition, we will tell you at your time of order, if your lenses are in stock or not and when they will be despatched.
Postage is FREE on Orders over £35 in the UK (£3.50 postage under £35) and delivery after despatch from our distribution centre takes 1-3 working days.
You also have the option, at the time of order, of requesting Next Day Delivery (for an additional fee).
You do NOT have to sign for your delivery UNLESS your order value is greater than £125 or you choose Recorded Delivery or Next Day Delivery as an option at the time of placing your order.
I Haven't Received Everything I Ordered
We make every endeavor to ship all items together however sometimes we will split an order so that you receive some of your items quicker.
Please first check Your Account to see if there is an outstanding part of your order that is in `Not Yet Despatched` or ` Processing` status.
If there are no outstanding orders to despatch in `Your Account` and you have received your order but some items are still missing, please contact Customer Support and we will be pleased to help you.
Worldwide Delivery Times and Rates
We hold over 90% of contact lenses in stock and most orders placed before 3:30pm are posted to you the same day.
In addition, we will tell you at your time of order, if your lenses are in stock or not and when they will be despatched.
Please Note:
To avoid unexpected customs fees or duties, check with the customs department in your country about its importation policies.
Contactlenses.co.uk is NOT responsible for any sales taxes, customs duties or other taxes charged by your customs department.
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 Royal Mail 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 Royal Mail 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. Packages that contain more than 120 GBP of items will always require a signature as we use Recorded Delivery for your security. If a signature cannot be obtained the parcel will be returned to your local post office for collection and the postman 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.
