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Delivery costs and times

Quick reference

Delivery costs

Delivery service Orders under £49 Orders over £49
DHL £4.9 £2
UPS Access Points £3.9 £1
Royal Mail £2.9 FREE
GLS £2.9 FREE
   
Notes:
- The price of postage is including VAT
- Each price is final, no matter what the payment method, and includes packing and shipping
- Shipping costs are NOT dependent on overall size and weight of the order
- Free delivery promotions apply to standard delivery options (GLS or Royal Mail)
- Free delivery promotions entitle you to express delivery at a reduced rate and follow the same shipping costs as the pricing for orders over £49
- Shipments will only be dispatched when payment is complete

Shipment outside the UK

We do not ship to other countries through this e-shop and delivery to Channel Islands and Gibraltar is not possible. If you require delivery to any other European country, please select the country’s flag at the top-left corner of our homepage, and you will be directed to that country’s e-shop.

Adding products

Please note that, considering the large volume of orders processed by our warehouse, we cannot guarantee the possibility to merge or change finalised orders. If you wish to merge more than one order, or add to or amend a completed order, please contact our customer service immediately, and we will assess the possibility on a case-by-case basis. This is only possible during customer service hours of operation (8am-4pm). Your order is considered complete at the moment of payment. If you wish to add something, you will need to make a new order, and additional, standard delivery charges will apply.


Delivery Times

Delivery service Estimated delivery time
DHL 1–2 business days from shipment date
UPS Access Points 1–2 business days from shipment date
Royal Mail 2–3 business days from shipment date
GLS 3–5 business days from shipment date
   
Note:
- If your order was placed before noon it will be shipped on the day you placed it
- If your order was placed after 12 o’clock it will be shipped on the following business day
- You will receive a track and trace number/link allowing you to follow the shipment online
- Orders are not dispatched on weekends
- Estimated delivery times apply from the moment a parcel is shipped and not from the moment an order is made

Delivery times of non-stock goods

Thanks to our extensive stock, we are able to immediately send out 97% of all orders received. However, the dispatching of special contact lenses that are not stocked frequently depends on the delivery conditions of our suppliers and can take up to a couple weeks.

When choosing and ordering your lenses, you will be shown an indication of the expected shipping date on the product page. This may change once you have selected the parameters for your contact lenses.

Alensa non-stock products delivery times

After you have selected your specific parameters, you will be shown a new estimated shipping time for those parameters, as shown above. Please note that the „in stock“ info indicates the general availability of a product from our company. It does not necessarily mean that your unique combination will be in stock. Please only refer to the expected shipping date revealed next to the drop-down menus for shipping information pertaining to your specific order. Any expected delay in delivery will be reconfirmed when you go to your shopping basket, and again in the order confirmation e-mail. The customer will be made aware when only part of his order is in stock at the time of order confirmation, and the order will be sent only when all products are available.

Orders containing both in-stock and non-stock goods

After you have selected the correct parameters for each of your desired products and before finalizing and paying for the order, please pay very close attention to each estimated delivery time for each individual product in your shopping basket.

Alensa non-stock products delivery times basket

By confirming and completing payment for the order, the customer agrees that the entire order will be shipped only after all products are in stock. The dispatching of stock products before the dispatching of non-stock products will only be allowed under special circumstances. If desired, the customer can pay an extra delivery fee (equal to regular delivery costs) to receive the stock goods before the non-stock goods.

Problems with delivery

DHL Express requires a signature upon delivery. Please ensure someone will be present at your delivery address during business hours Monday – Friday.

We are not responsible for any delay in delivery caused by our logistical partners or situations beyond our control such as weather, holidays, etc. Please bear in mind we are providing an estimated delivery date suggested by our delivery partners. In rare situations, some parcels can arrive outside of the suggested timeframe. To ensure the smoothest possible delivery, please provide your complete address information (street name, house number, postal code and city) and a telephone number so our logistics partners can reach you, if necessary. Once your order has been shipped, you will receive a track and trace number where you can follow your shipment online. Do not hesitate to contact us if you notice any problems in the track and trace. Our customer service representatives will handle your questions promptly and efficiently.

If a parcel cannot be delivered for any reason, it may be held in a local post office of logistics centre for redelivery or collection. If unclaimed, the parcel may be returned to us or destroyed. Therefore, it is the buyer's respon­sibility to ensure the parcel will be received at the given address and to communicate with the delivery company directly with any inquiries once the parcel is in transit or stored. Destroyed parcels will not be replaced or refunded.

Claim protocol

Should a parcel be determined to be lost, missing, or delivered incorrectly, we will initiate a claim with our delivery partner(s) on your behalf. In order to initiate the claim, two confirmations are necessary: 1.) a signed affidavit from the customer stating that the parcel was not received; 2.) verification from the delivery company that the parcel has been mishandled.

Once the claim is in progress, we will quickly issue you a refund or send a new order, as you prefer. We cannot process refunds or send new parcels while a current parcel is in transit and until it is officially declared lost by the courier. Please be aware that each delivery company follows a different protocol, and may require a period up to 21 days to investigate and verify lost or misdirected parcels.

Damaged Packaging

Contact lenses and accessories are delivered in a sturdy container of sufficient size, thus you can be sure you receive your shipment undamaged and in good condition. However, if the box is damaged upon delivery, DO NOT ACCEPT the package from the logistical partner and specify the reason in the delivery protocol, such as „substantial damage to the box,“ „liquid leak“ etc. Please contact us immediately so we can quickly respond to the problem and provide you with a new delivery.

Comments


Amanda Sullivan

CAn you please tell me when I might receive my contact lenses? RECEIPT FOR CUSTOMER - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Alensa Kotlaska 1047/IV - () www.lenses-contact.co.uk - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 06.07.2017 13:42:35 PAYMENT NUMBER: 11290135537 AUTHORIZATION CODE: 005092 TERMINAL ID: E3EB1735 CARD NUMBER: ************8892 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - AMOUNT: 37.06 GBP - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - THIS RECEIPT HAS BEEN SENT BY THE GP WEBPAY PAYMENT GATEWAY PROVIDED BY GLOBAL PAYMENTS EUROPE. WWW.GPWEBPAY.CZ

Nikola

SHIP TO CROATIA

info@alensa.co.uk

Hello,

We do indeed ship to Croatia but unfortunately only from our Croatian website. This can be found here: https://www.adrialece.hr/ Happy shopping :)

Ashley Romero

HI, Do you deliver to Gibraltar via DHL?

info@alensa.co.uk

Thank you for your comment. Unfortunately due to our courier restrictions we are unable to deliver to Gibraltar at this time.

Andžela

hello, are you delivering to other EU countries? Lithuania? I can`t place the order :(

info@lenses-contact.co.uk

Hello, Unfortunately we are not able to deliver to Lithuania at this time. Please check with us in the future, as we are constantly striving to expand throughout Europe to serve you.

Natalie

Shipment returned to origin in the middle of transit, no new tracking information has been provided since or goodwill gesture when order was placed 8 days ago. I'm a new customer and this isn't encouraging.

info@lenses-contact.co.uk

Hi Natalie, our apologies for the delay. Your parcel has been resent yesterday.

Charlie

Great experience with DHL delivery. Rapid and reliable.

Esmeralda

Very good product prices, fast delivery and as described.. Cannot complain :)

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