If you do not satisfied with our goods and want to send them back to get a refund, you can send a message to our after-sale Customer Service (email address: service.eu@lensweets.com), they will reply you in 24 hours( except weekends) and give you some useful advice.
Returns & Exchanges
- Get in touch with our After-Sale Customer Service by sending us an email to service.eu@lensweets.com. Ask for the permission of returning and refund according to our policy stated.
- Place the item(s) in the original packing and seal the parcel securely. And then inform us of the return information (Details Below) by email.
- Choose the postal service to send back your return package. (Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit, we will not be responsible in such cases. Therefore, we recommend adding insurance to your returned package to secure its safekeeping.)
- Returns will be processed within 7 days upon receipt of your package.
PS: Please tell us your order number. You can get the order number from the order confirmation email. The order number always starts with LSTE, like LSTE1001.
Return Information
1. Please tell us your order number. You can get the order number from the order confirmation email. The order number always starts with LSTE, like LSTE1001.
2. Please tell us why you are dissatisfied with the items.
3. Please send us the photo of the wrong items with the SKU number which paste on the packaging box under the barcode.
4. Please send us the photo that shows us where the product is damaged.
5. We are sorry that once a package of lenses was opened or the package of the item was damaged, the return application will not be accepted. Because contact lenses are special items that influence eye hygiene. Please contact our customer service for a refund.
Return Conditions
- We only accept returns within 15 days from receiving the order.
- Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
- All returns must first be approved by our Customer Service Team. We do not accept returned items that were sent back by you directly without checking with us first.
Return Shipping Fee
- The return shipping cost is covered by us if it has been proven to be provided in error by our company, including wrong items sent by us, quality problems and other reasons which accepted by our customer services team. Once we receive the items, we will offer compensation or resend a replacement.
- If you ordered an incorrect size, product or simply wants to exchange the item, we can also allow a return. You are responsible for the shipping fee, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.
- We do not accept packages returned using C.O.D. service.
Refunds
Refunds will be processed within 7 days upon receipt of your package. Regarding the return and exchange, we promise not to charge a handling fee. We offer a full refund on any items that are found to be faulty or damaged due to our fault.
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 3-5 working days.
If you haven’t received the refund within 3~5 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at service.eu@lensweets.com.
In order to provide you with return and exchange service as soon as possible, please contact our mailbox first, we will find the nearest return address based on your feedback.
(Returning to this address without Customer Services permission will not be accepted and customers will be responsible for all lost and costs. Please contact customer service before returning an item.)
Recipient: Lensweets Return Team
Contact Email: service.eu@lensweets.com
After-sales Tel: +43 670 3080013
Online Service Time - 9:00 am to 6:00 pm PST office hours