Returns policy

Returns Policy

At EyeCandy Cosmetics, all customers have the right to return products within 14 days of receiving their order. Please note that return shipping costs are the responsibility of the customer. Returns should be sent to EyeCandy Cosmetics.

Conditions for Returns

We can only accept returns for lenses that are found to be factory defective. Unfortunately, we cannot replace lenses if you do not like the colour or if the parameters ordered are not suitable for your eyes. By placing an order on our online store, you confirm that you have consulted your Eye Care Specialist.

Exchange Process for Defective Lenses

If you receive defective lenses, please follow these steps:

1. Contact Us: Email our Customer Service Department at contact@eyecandycosmetics.co.uk to report the issue.

2. Return the Lenses: Include all items from the original shipment, such as the box, blister packs, and labels.

   • If the blister packs are opened, place the lenses in a lens case with contact lens solution, and return them along with the box and the opened blisters.
     
     

3. Return Timing: Defective lenses must be sent back within seven business days of contacting Customer Service.

Important Information

• If the above instructions are not followed, we will be unable to replace your lenses or issue a refund.
• The manufacturer will inspect each lens for protein deposits, which can indicate usage. Lenses with scratches or tears may not be eligible for replacement.
• Please inspect your lenses before wearing them, as advised in the printed instructions included in the lens box. Follow all cleaning instructions provided.

Shipping Charges: Please note that return shipping for defective lenses will be the customer’s responsibility.