Returns
Crazy Lenses offers a hassle-free 30-day refund policy
Here at Crazy Lenses, we aim to provide you with the best selection of products at the best prices whilst providing a world-class customer experience. With this in mind, we are happy to accept any genuine return under our hassle-free 30-day refund policy. However, your items must be in returnable condition i.e still fully sealed, undamaged and unused.
Please note: Any refund made in line with our hassle-free 30-day refund policy will equal the full amount that you paid upon placing the order (provided you are returning all items). If you are returning part of an order, your refund will equal the total price paid for the items that you are returning (this won't include a refund for shipping as you have kept part of your order).
Faulty Products
Due to the high quality of our lenses and the sophisticated quality control process we have in place, it is highly unlikely that you will receive a faulty product.
In order to combat false claims, we are unable to process a return, exchange, and refund request where the foil seal has been broken on the plastic blister packaging. Because of this, we advise all customers to fully inspect their lenses before opening them up. This can be done by looking through the clear plastic window. Specifically, you should check that they aren't ripped, misprinted, or dried out.
If you believe a product has arrived in a faulty or damaged condition and provided the foil seal remains intact, you must notify Crazy Lenses within 7 working days from the date you took delivery of your order. You can do this by sending an email to info@crazylenses.com. To speed up the process of dealing with your claim, we must ask you to include the following information in your email:
- Full name
- Order number
- Product name & code
- Description of the fault
At the sole discretion of Crazy Lenses, a like-for-like replacement pair of contact lenses will be shipped out to you within 24-72 hours of receipt of your email. Please note: you may NOT request an alternative design. Please also bear in mind that this process may be delayed if crazy Lenses deems it necessary to request photographic proof or the return of your faulty item.
Color/design/coverage issue
Every effort has been made to ensure the accuracy of our product pictures. However, due to the nature of coloured contact lenses, there may be variations in colour as a result of different batches of dye, different print runs, or as a result of the colour, shade or intensity of your natural eye colour. By purchasing a pair of coloured contact lenses form Crazy Lenses, you are confirming your understanding and acceptance of this and we are therefore unable to accept return, exchange and refund requests that relate to color, design and coverage.
Discounts codes & coupons
We are unable to apply discount codes and coupons retrospectively and will not accept return and refund requests in scenarios where you want to cancel an order in order to resubmit it with a discount code or coupon. As stated above, all sales are final.
Please note: Discount codes and coupons must be entered on the 'cart' page before proceeding to checkout/payment. To get there, click 'view cart' in the top right corner of the page.
Shipping times
All orders are shipped via third-party organisations such as USPS, Royal Mail, and CanadaPost, and the shipping times quoted on our non-guaranteed shipping options are simply estimates provided to us by them, they aren't guaranteed. Crazy Lenses therefore can't accept returns or refunds for orders that arrive later than expected if you have chosen a non-guaranteed service. Examples of non-guaranteed services include USPS First Class, Standard International, and RoyalMail 24.
Refunds
If Crazy Lenses agrees that you are due a refund, regardless of the reason, it will be processed within 5-10 working days and can only be sent to the payment method that you used when placing your original order.