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Refunds & returns

Ordering your contact lenses online should be easy and convenient. That’s why when something doesn’t go as planned, we’re ready to make it right. If you have an issue with your contact lenses and would like to exchange or return them for a full refund. Please email us at: customerservices@lenstore.co.uk

International customers ordering from Lenstore.co.uk, please contact our Customer Service team here for further shipping information.

What items are returnable?

To receive a refund or exchange your contact lenses, they must be:

  1. 1. Unopened, unused, and in original condition.
  2. 2. Returned within 60 days of dispatch.

Unfortunately, we cannot accept returns of solutions, sprays, and eye drops, even if they remain in the original unopened packaging. Eye vitamins are returnable if unopened.

UK customers can simply use the same box in which you received your items and return it free of charge by:

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Returning items with Royal Mail

  1. 1. Clicking the "Create returns label" link below
  2. 2. Enter returns details on Royal Mail website
  3. 3. Select how you would like to return your item
  4. 4. If selecting Parcel Collect – Book your collection date (no printer required)
  5. 5. If dropping off your item – Print and affix a label to your parcel then drop it off at Postbox or Post Office branch
Create a Royal Mail returns label
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Returning items with Evri

  1. 1. Clicking the "Create returns label" link below
  2. 2. Enter returns details on the Evri website
  3. 3. Check your email for a returns label
  4. 4. Print and affix label to parcel
  5. 5. Drop off at an Evri ParcelShop, locker, or arrange a courier collection
Create an Evri returns label

Important: Please include a note with your order number inside the return box so we can link it to your account.


If the original box is no longer available, please return your order in sturdy packaging and retain your proof of postage slip, as we are not responsible for any packages lost or damaged in transit.

How long will it take to receive my refund?

Once your return is processed, you will receive an email confirming your refund is on its way. All refunds are issued to the original payment method used for the order and typically take 2-5 working days to process – depending on your card issuer.