What if the item I have received is wrong or faulty?
If the item you received is faulty or is not what you originally ordered, please contact our Customer Care Team via email at firstname.lastname@example.org or phone at +254 742 000 498, quoting your order number, your name and address, details of the product and the reason for return. We will then advise on how to proceed with the return.
How do I return or exchange an item?
We want to make sure you are completely happy with your glasses but we do realise that occasionally, issues may arise. We will do everything we can to ensure that this is resolved quickly and efficiently. If for any reason, following receipt of your glasses, you are not satisfied with your purchase, please contact our Customer Care Team via email at email@example.com or phone at +254 742 000 498. They will provide you with a returns form.
What are the conditions of return?
If you have a product to return or exchange please make sure that the following conditions are met:
- Normally, you need to let us know within 7 days after they have been received (14 days for Varifocals). The returned glasses need to reach us within 14 days of our original dispatch date.
- You need to include the returns authorisation form (we will email this to you after you call us) with your returns package.
- Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
- You were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs.
What is the postal address to send the item?
Return or exchange items in their original package or a sturdy box to:
Opposite Yaya Centre
When you do return product we recommend that you do so via a reliable courier company and the parcel can be tracked as we are unable to take responsibility for packages lost in transit and the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
How do I know when you’ve received the glasses?
Your glasses can take a few days to reach us and be processed. When this has been completed, you will receive an email from us confirming that your glasses have been returned successfully. If you don’t receive this email within five days, please call our customer care team. After receiving the return confirmation e-mail, please allow a further 5 to 10 working days for the refund to be credited to your account.
Why have you not refunded the delivery charge?
Delivery charges are non refundable unless you have received a wrong or faulty item from us.