We've got you covered
You are a top priority for us at Vision Direct. We know the last thing you need is something else to worry about, so we make getting your contacts easier (and cheaper) than ever. We only stock the best products, by leading brands, at unbeatable prices - but on the off-chance that you receive a damaged or defective item, we've got you covered.
Our replacement commitment means that we are happy to refund or replace any item that's not up to scratch*. It really is that simple - we are here to make your life easier.
Talk to us
Our friendly, knowledgeable customer service team is on-call Monday to Friday 8:00 - 21:00, and Saturday to Sunday 9:00 - 17:30. No robots, just really nice, UK-based humans. You can reach them on live chat, by phone 020 7768 5000 (UK), 1 800 870 0741 (US) or email: help@visiondirect.co.uk.
*Subject to fair use. For more information, read our Terms & Conditions.
Lens replacement guarantee: common questions
Define 'damaged or defective'?
That can be a lens that doesn't look right (it might be blurry or torn), a broken blister pack or damaged outer packaging. Generally, anything that makes your usual go-to lens feel or look different. If you're unsure, you can always give us a call and check!
How do I claim a replacement?
Like most things in life, the easiest way to go about sorting it out is to explain your concerns to a human. Get in touch with our real friendly, knowledgeable customer service team, who will talk you through the problem, your desired solution and what steps to follow to achieve it. Just make sure you don't throw anything away, as we might need it to dig a little deeper with our suppliers.
How does it work?
You won't have to actually return anything to us, just let us know what the problem is and how many contact lenses in the pack were affected, and we'll replace them. We might also credit their cost to your account, to use towards your next order. All you'll have to do is re-order a bit sooner than you normally would, but it won't have cost you anything extra.
How long do I have to claim my replacement?
You have 12 months from delivery to flag any defective items, and this goes for every product on our website. everclear products come with a 100-day-no-quibble guarantee, meaning you are free to return them in any condition, for a full refund.
What if I can't see my question here?
Not to worry, just get in touch with us with your concerns and we'll do our best to help with whatever you need.
I changed my mind: can I return the lenses I bought?
Whether you decided against trying something new and want to revert to your usual brand, or your prescription changed after you received your order - we want you to be 100% happy with your new contact lenses. We have a slightly different policy for this type of return, but the fastest way to fix this for you is if the contacts are unopened and in their original packaging, within 365 days of delivery.
