Returns and Refunds
Welovelenses understand that we all make mistakes and in the eventuality that you place a wrong order or need to cancel your contact lens order we will do our utmost to accommodate you.
How to Effect a Return
Upon receiving the returned unopened products we will inspect them, and on the condition this product has not been tampered with and can be used for resale we will process a refund, replacement or store credit, in accordance with your request.
To return your contact lenses or any other eye care product purchased, you must follow these steps:
Receiving a refund, replacement or store credit
- Contact our customer service by by e-mail firstname.lastname@example.org to inform them that you will be returning the goods and the reason for this.
- Re-pack the products you want to return safely and securely. Be sure to return ONLY unopened and sealed contact lenses, vials, boxes, lens solutions or any eye care product that you want to return.
- Find the 'Return Label' sticker which we have provided for you. It is located at the bottom left hand side of the invoice; simply peel it off and stick it to the outside of return package. This has our return address on it as well as you invoice number for our reference. You need to affix this to the outside of the package.
- Mail the package that includes the products, and address tag with your invoice reference which you affixed to the outside.
In the eventuality that you lose the return address sticker, it is very important that you include your name and invoice or order number within the package. This is the address you need to send the package to:
PO BOX 35, Marsa, Malta.
- Remember that returns can only be effected within 21 days of receipt.
- Remember that all shipping costs for returns are to be effected by you.
- Welovelenses does not accept any responsibility for products or contact lenses lost or damaged during shipment
- We strongly recommend that returns are sent via traceable mail which protects you in the eventuality that the shipment is damaged or lost in transit, while also allowing you to trace the package.
- Once we have received the products and can confirm that they are unopened, sealed and in the exact same form as we sent them to you, these will be refunded, replaced of given a store credit, as you specified in the returns form.
- If you request a refund this will be processed to the original purchaser’s credit card.
- The amount refunded will NOT include shipping and handling costs, if any.
- Vat will be refunded to all orders sent to an EU destination.
- Taxes etc., have to be paid from outside the EU.
- Returns can take up to six weeks to process.
- If any additional payment needs to be effected for the exchanged item our customer care team will contact you.