Contact Lenses Online Call Us Now: 020 7768 5000
  • Home
  • Returns & Refunds Policy

Returns & Refunds Policy

At Vision Direct, delivering a great customer service is our top priority. As the UK’s largest online contact lens retailer, we’re trusted by over 700,000 people to safely deliver their contact lenses on time and we take this very seriously. If you ever experience any problems with your order or product, we’re here to help. Our customer service team are available 8am – 8pm, 7 days a week. Give us a call on 020 7768 5000 or email us - info@visiondirect.co.uk.

Our freepost returns address

UK RETURNS ADDRESS:

FREEPOST VISION DIRECT

(write only this on your package in capital letters)

Please send International returns to: Vision Direct BV, Distelweg 80-G, 1031hh, Amsterdam, The Netherlands

Returns

If your prescription changes...

That’s no problem. If you go for an eye check and your prescription has changed, just return any leftover lenses, unopened and in their original, undamaged box and we’ll refund your money – provided it’s within six months of you buying the lenses. We’ll refund your account within seven working days once we’ve checked the returned products. Naturally, we’ll be happy to supply replacement lenses to your new prescription.

If we ever get it wrong...

Thankfully it doesn’t happen very often at all. But if you receive the wrong products, or they’re somehow damaged in transit, simply return them to us. Then, we’ll supply the products you wanted (if the cost is less, we’ll refund the difference; if it’s higher, we’ll amend your invoice accordingly). If you prefer, return the order and we’ll refund your money.

If you're just not happy

If it turns out that you receive your order and you’re just not happy with it for any reason, you may return any unopened, unmarked boxes to us within seven days of you receiving your order for a full refund on all the products. We’d like to say ‘no questions asked’. But, actually, we’ll probably ask you what was wrong – just so we can improve things for next time.

Cancellations

We are happy to cancel any order that has not yet dispatched. If you realise that you’ve ordered something in error and would like to amend or cancel it please call our customer service team immediately:

Customer Service Team: 020 7768 5000 (available between 8am to 8pm Monday to Sunday).

Please be aware that most orders placed before 4pm on a weekday will be picked and packed the same day, so we recommend that you call us as soon as possible to avoid any disappointment.

Refunds

How long will it take to process my refund?

All refunds will take a maximum of 7 working days to be refunded to your bank account. Your refund will not be processed until we have received the original items in our warehouse.

please wait