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 from 8am to midnight, Monday to Sunday. Give us a call on 020 7768 5000 or email us - info@visiondirect.co.uk.

Our freepost returns address

UK Returns Address:

FREEPOST RTLU-CJZT-ESAB

Vision Direct Ltd
Unit 2 Hudson Court
Great North Way, York Business Park
Nether Poppleton, YORK YO26 6RB

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

Contact lens returns

If your prescription changes...

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...

If the products you receive are different to the ones you were expecting, or somehow damaged in transit, simply return them to us. We can then 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.

Sunglasses returns

If you’re not happy with your new sunglasses, our 30 day returns policy allows you to send them right back to us no questions asked. Simply send the undamaged sunglasses, along with their case, back to the free post address above along with the delivery receipt.

Glasses returns

All our glasses are covered by a 100 day returns policy which allows you to send your undamaged glasses back to us free of charge. Simply place the glasses and delivery receipt back in the protective postage sleeve they arrived in, or any other suitable packaging, to the freepost address above

Can I get a full refund on my glasses?

We can refund any undamaged glasses returned to us either to the card you used to purchase them or as credit against any other purchase on VisionDirect.co.uk. Full refunds can take up to 5 working days to process depending on the bank or account used.

For more information on returning your sunglasses or glasses contact our customer service team on 020 7768 5000

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 from 8am to midnight, Monday to Sunday).

Please be aware that most orders placed before 6:00pm 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.