Coronavirus - COVID-19 changes to shipping
Our national carrier has suspended international shipping as of 16/03/2020. We will continue to ship via couriers so long as they remain available. If your order is caught up in this we will contact you regarding changing your parcel to a courier shipment.
Fedex is currently taking 3 days longer to the USA but still in operation. We will update if and when this changes.
Russia due to the suspension of the national carrier we can only ship to Russia by courier. Unfortunately, this means that your delivery may only be to a registered Russian company and will be subject to full customs and import procedures.
Should you need to cancel your order, this may be done any time prior to dispatch. Please email our Customer Service Team on firstname.lastname@example.org to arrange an order cancellations. The only exception is custom made lenses - please contact customer service within 12 hours of placing your order. If we have not already scheduled the production of your custom lenses with the manufacturer then they can be cancelled at this time.
If you need to change an order you have already placed with us, please contact customer service as soon as possible so that they can ensure your amendment is handled properly.
The cost of shipping depends on the destination country of your order, the selected shipping method and the parcel's weight. Therefore we don't have fixed shipping rates because a parcel containing 1 pair of contact lenses is very light and should be priced for shipping accordingly. On the other hand, a box of 180 daily lenses is quite heavy, so we have to charge a bit more according to the shipping carriers rates for its delivery.
If you want to find out your exact shipping cost, place your items in the basket and after you fill out your address you shall see the available delivery options and their cost at the checkout.
We don't offer cash on delivery (COD) option - all orders are dispatched after the payment has been made.
We ship all around the world with the exception of Germany, Korea and Iran due to local regulations. Basically anywhere else in the world that you would normally be able to receive post from your national postal service. If you live in a remote area and select courier delivery, there might be an additional charge required. You will be informed about such a possibility by our Customer Service team.
The delivery times are based on several factors, which include: your destination, the shipping method you selected during checkout and how quickly we can assemble and ready all the products you've ordered. Most items are ready to be sent the same day but please allow for 1-2 working days from placing an order. Some custom made items or contact lenses with very high SPH or rare prescriptions may take longer to ship as we may not have them in stock. During exceptionally busy periods such as Halloween or Christmas, the wait can extend up to 4 working days. Orders for USA customers can only be dispatched once we have verified their prescription.
We will use the delivery method 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 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 or TNT/FedEx
2-5 working days for UK if using DPD Classic
2-9 working days for UK and rest of Europe if using standard delivery with tracking
5-10 working days for UK and rest of Europe if using standard delivery
2-3 working days for USA if using FedEx International Shipping or DHL Express
2-14 working days for USA if using USPS Tracked
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 (standard delivery with tracking)
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 held responsible for delays or parcels being lost during the delivery process. If you suspect your parcel has been lost or there is some other problem with your delivery please get in contact with us.
For express courier shipping to the UK you can choose DHL or TNT/FedEx. Parcels going to the UK via DHL or TNT/FedEx take 2 working days to be delivered. These shipping times refer to orders that are marked as "dispatched".
Please bear in mind that most shipping carriers don't operate on the weekends or public holidays, so your order will not be delivered on a Saturday or, for instance, Christmas Day.
Tracking my delivery
All shipping methods except for "standard delivery" have parcel tracking. You can check your tracking number by logging into My Account, going to My Orders and finding the tracking information under your last order and clicking the tracking link. If you can't find it, or the tracking information doesn't make sense, contact us, we will be happy to help.
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 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 with you shortly. If this status stays the same for longer than 14 days, please contact us and we will file for an investigation with our local postal service.
Import duty issues
Customers from outside EU might be charged duty or tax or customs clearance surcharges by the customs agency in the destination country. Bear that in mind while placing your order. Optyk Rozmus is not responsible for any additional costs of importing goods into any country/territory/state.
Caution: If your items are stopped at customs or returned to the sender due to import laws, Optyk Rozmus cannot be held liable for any cost associated with such occurrence. Before placing your order, please make sure that you are allowed to import the ordered items into your country and that you have all the required import documents to safely and swiftly get them through the customs clearance procedure. Be advised, that you will be liable for the costs of returns or shipment abandonments caused by the refusal of entry.
If you wish to return an item from outside EU, please use national postal services (not private courier companies) and state clearly on the envelope that the contents of your parcel are a warranty return to the seller. That way you will speed up the returns process because your parcel will not be stopped by customs and there will not be a duty charge associated with it. Please note, that duty incurred by an incorrectly marked and/or shipped warranty return will be deducted from your refund.
If you haven't received your parcel after the estimated shipping time, please contact us and we will investigate the matter with the delivery company. Occasionally delays in shipping occur - they are caused by random customs checks, heavy mail traffic, difficult weather conditions, etc. It is therefore possible that your parcel is not lost, but simply late. If that's not the case and it is confirmed by the postal services that your parcel is indeed lost, we will refund you in full or arrange a replacement, depending on your wishes. To find out more about our compensation claims policy, go to Returns Policy page
Due to the fact that we use external entities for shipping, Optyk Rozmus cannot offer any warranty on postal delivery. Lost parcels must be notified with supporting order information, so that we may trace such a claim through the 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.
Please bear in mind that the Polish postal services (Poczta Polska) allows 30 days for a complaint resolution, so we may not have an answer to your delivery issue immediately. Your patience in this regard is highly appreciated.
Parcels damaged in transit
At Optyk Rozmus we pay a lot of attention to the secure shipping of our products and always try to make sure that they arrive with you safely and undamaged. Please make sure to check the state of your parcel at the time of delivery, in front of the courier/postman. If the envelope is torn or the lens boxes inside are squashed, you have the right to refuse the parcel. If you do so, please inform us of this at that time so that we know to expect the refused delivery and can arrange a new shipment or refund for you. It will then come back to us and we will file a complaint with the shipping carrier. If you notice that the parcel has been damaged only after you've picked it up, you can send us photos of it at email@example.com. We will do our best to resolve this problem for you.
If you want to find out about our returns policy, click here.