Delivery & Returns Policy
Should you need to amend or cancel you order, this may be done within 12 hours of the order placement. Please email our Customer Service Team on CS@OptykRozmus.com.
Please note that we are unable to ship to Korea due to regulations there regarding the sale of contact lenses. Also orders for USA customers can only be dispatched once we have verified their prescription.
We aim to dispatch your order on the same working day if your order is placed before 13:00 or the next working day, following receipt of payment. During exceptionally busy periods and for some products this can extend up to 4 working days. We will use the delivery methods you chose during checkout, if it is convenient, supply your office address if no one is at home to sign for your delivery.
For UK as well as international delivery services we use Royal Mail (in UK), USPS (USA) and other appropriate national postal companies depending on the destination country.
Approximate delivery times (may vary):
- 1-3 business days for UK if using DHL Express
- 2-5 working days for UK if using DPD Classic
- 2-9 working days for UK and rest of Europe if using Global Express
- 5-10 working days for UK and rest of Europe if using standard delivery
- 2-14 working days for USA if using Global Express
- 7-15 working days for USA if using USPS standard delivery
- 2-23 working days for Australia and rest of world if using Global Express
- 15-30 working days for Australia and rest of world if using standard shipping
Delivery time is based on estimation only. All shipping times are subject to customs clearance, transport conditions and volume of mail traffic. Optyk Rozmus cannot be hold responsible for delays or parcels being lost during the delivery process.
For shipping to UK you can also choose DHL, which is much faster. Parcels going to UK via DHL take 2 working days to be delivered. These shipping times refer to orders that are marked as "dispatched". If you choose DHL option for destination other than UK, you might be asked by our customer service team to pay extra charges as shipping costs vary from country to country.
The delivery charge is calculated during checkout. If you live outside the EU we will provide you with a quote on extra delivery charges as necessary. You may have to pay some import duty if your delivery address is outside the EU. Optyk Rozmus cannot offer any warranty on postal delivery. Any lost parcels must be notified with supporting order information, such that Optyk Rozmus may trace such a claim through their appointed carrier. Optyk Rozmus shall not be held liable for any consequential loss and any claim will be limited to a refund on the product sales price. All orders are sent “signed for” post, so we recommend that that you use a daytime address.
US customers might see 'Origin post is preparing shipment' as their parcel's status in USPS tracking. It means that the item is already on the American soil and has been registered as having a valid tracking number by USPS. Otherwise the tracking number would not be found in the USPS tracking system. This status means that your local postal service is preparing to dispatch your parcel and it should be arriving you shortly. If this status stays the same for longer than 2 weeks, please contact us and we will file for an investigation with our local postal service.
Returns & Refunds
Please, consider your purchase carefully as returns of opened contact lenses will not be accepted unless the lenses have a manufacturing fault (which is extremely rare) or we have mistakenly sent you a product that you have not ordered (wrong colour or prescription). Contact lenses are sterile medical products that, once opened, are no longer sterile and cannot be returned to the store or manufacturer.
We offer you a full refund or free exchange for unopened items, returned within 14 working days of delivery in their original packaging, as new. Please use the return address label provided with our delivery note and assist us with marking the reason for your return and any comment you wish to make on the returned item. We recommend that you use registered mail to send items back to us as we cannot accept liability for loss or damage in transit. The cost of the postage of returned items is covered by the customer. Refund on purchased item will only be paid once we receive and have accepted the condition of the product returned. Postage will not be refunded.
We treat all cases of faulty items very seriously because of the medical nature of the products involved. We therefore ask you to cooperate fully with the return of any products that are deemed faulty. Any product with a manufacturing fault must be sent back to us for evaluation and forwarding to the manufacturer before we are able to issue a refund or send a replacement. Customers are obliged to send the faulty product within 365 days from its purchase with the assumption that the fault existed at the moment of purchase and is not a result of improper use or care. Please note, the faulty items' expiry date must be at least 2 years from the purchase date. We do not guarantee a refund after this period is exceeded and in situations when either our lab staff or the manufacturer is unable to find the fault or deems the fault to have been caused by improper use. Products that are not considered faulty will be sent back to the customer at their own cost. Optyk Rozmus' liability is limited to the value of the purchased product.