Shipping & Returns Policy
How We Handle Your Orders
Shipping
We process and ship orders Tuesday to Friday; orders placed Saturday-Monday will be processed during our normal opening hours. Please be aware this can vary around public holidays.
Shipping is calculated at checkout depending on your location, and is standard delivery by default.
Need it faster? Select our express service at checkout for an additional cost.
International recipients are responsible for any import taxes and duties, which are determined according to the tax regulations of their respective country.
Returns
We pride ourselves on quality, and have a robust control process to ensure this. We take the utmost care handling the products and ensure everything is checked thoroughly before sending. Should you have any concerns regarding the condition of your goods, please reach out to us before trying on/using the product.
To be eligible for a return, your item must be in the same condition that you received it, unworn/unused, with all original contents, tags, and packaging. You’ll also need the receipt or proof of purchase.
We cannot issue refunds for products that have been worn, used, damaged, have missing items or otherwise not in the original condition it was sent.
Please note that we take photos and videos of products at the point of packaging that we use as reference for returns. This is to protect you, the brands we work with and us as an independent business and ensures a smooth, straightforward return process.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. You will be liable for return postage to us.
Making a return
Contact us within 14 days of your item being delivered at hello@dickenseyeclinic.co.uk , letting us know the reason for your return, and quoting your order number.
Customers are responsible for the cost of postage/shipping for the return to us.
Returned items should be sent to: Dickens Eye Clinic, 39 Main Street, Solihull, United Kingdom, B90 1UB
UK customers – Kindly return items via Royal Mail Special Delivery.
International customers – We can provide a prepaid DHL returns label; if used, the label cost will be deducted from your refund. We’ll send you a return shipping label, as well as instructions on how and where to send your package.
Note: Items sent back to us without first requesting a return will not be accepted.
Refunds
Refunds are subject to the item being sent back to us in its original condition and packaging, unworn/unused.
We deduct a small restocking fee from the total value of your return, calculated at 3%. Shipping/postage costs are non-refundable.
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@dickenseyeclinic.co.uk
Exchanges
The fastest way to exchange is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Items for exchange and subject to the same process for returns, and customers are responsible for postage and shipping. A 3% restocking fee for the return item still applies.
Exceptions
Due to their rarity, limited‑edition collections and styles are non-refundable - eg Jacques Marie Mage Special Projects, Last Frontier, Heritage or Decade collections. If you are unsure if an item is eligible for return, please reach out to us before purchasing.
Promotion/sale items/gift cards are non refundable.
Damages/Issues
Please inspect your order when you receive it, and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the rare event you receive the wrong item, contact us at hello@dickenseyeclinic.co.uk as soon as possible.
