Shipping policy
Shipping Policy
Last Updated: 22 October 2026
At Replace My Lens, we aim to make replacing the lenses in your existing glasses as simple and straightforward as possible. This Shipping Policy explains how your glasses are handled from the time you send them to us through to their return after glazing.
Sending Your Glasses to Us
After placing your order, you will receive instructions explaining how to send your glasses to us.
Please ensure that your glasses are:
Clean before packing.
Securely packaged to protect them during transit.
Accompanied by your order details where requested.
Customers are responsible for arranging and paying for delivery of their glasses to Replace My Lens unless we have expressly agreed otherwise.
We strongly recommend using a tracked and appropriately insured postal or courier service and retaining your proof of postage and tracking information.
Your glasses remain your responsibility while they are being sent to us using a delivery service arranged by you. Replace My Lens cannot accept responsibility for loss or damage occurring before the glasses have been received by us.
If an inbound parcel is delayed, damaged or lost, any claim will normally need to be made by the person who arranged the delivery with the relevant postal or courier provider.
Inspection Upon Arrival
Once your glasses have been received, they will be inspected to assess their suitability for reglazing.
If we identify a significant concern regarding the condition or suitability of your frame, we may contact you before any work begins.
Production Times
Estimated production times begin once:
Your glasses have been received by us.
Your prescription and any required measurements have been confirmed.
Your frame has passed our suitability assessment.
Any outstanding queries relating to your order have been resolved.
Typical production times are:
Single Vision Lenses: 5–7 working days
Varifocal Lenses: 7–10 working days
Complex prescriptions, specialist lens options, prescription queries or additional measurements may require additional time.
Production times are estimates rather than guaranteed delivery dates unless we have expressly agreed otherwise with you.
Returning Your Glasses
Once your new lenses have been fitted and your glasses have passed our final quality checks, we will return them to the delivery address supplied with your order.
Standard return delivery is provided free of charge using Royal Mail Tracked 48 unless another service has been agreed.
Tracking information may be provided once your completed order has been dispatched.
Your Delivery Address
You are responsible for providing a complete and accurate delivery address when placing your order.
Please carefully check your delivery address, including your:
Full name
House number or property name
Street
Town or city
Postcode
We will normally use the delivery address submitted with your order unless you contact us and we confirm that an alternative address has been recorded before dispatch.
It is your responsibility to notify us as soon as possible if you notice that your delivery information is incorrect.
We cannot guarantee that an address can be changed once an order has entered the dispatch process.
Incorrect Address Supplied by the Customer
If you provide an incorrect, incomplete or outdated delivery address, we will not normally be responsible for additional costs or losses caused solely by that incorrect information, provided that we dispatched the order to the address supplied or subsequently confirmed by you.
This may include situations where:
An incorrect house number or property name has been entered.
An incorrect postcode has been entered.
An old address has been supplied.
Part of the address has been omitted.
The address belongs to another person or property.
If a parcel is returned to us because the address supplied was incorrect or incomplete, we will contact you to arrange redelivery.
We may charge the reasonable cost of postage for sending the parcel again where the original delivery failure resulted from incorrect or incomplete information supplied by you.
If a parcel has been delivered by the postal or courier service to the incorrect address supplied by you and cannot be recovered, we will investigate the circumstances with you and the delivery provider. Any remedy will depend on the circumstances and your statutory rights.
This section does not limit our responsibility where Replace My Lens itself has entered, altered or used your delivery address incorrectly.
Changing Your Delivery Address
If you need to change your delivery address after placing your order, please contact us as soon as possible at hello@replacemylens.co.uk.
An address change is not confirmed until we have acknowledged the change.
If your order has already been dispatched, we may not be able to redirect the parcel.
Safe Places, Neighbours and Delivery Instructions
If you provide Royal Mail or another delivery provider with instructions to leave your parcel in a nominated safe place, with a neighbour or at another location, you accept the additional risk associated with that delivery instruction.
If you believe a parcel has been left somewhere that you did not authorise, please contact us so that we can investigate the delivery with the relevant provider.
Delivery Delays
While we aim to dispatch completed orders promptly, delays may occasionally occur due to circumstances including:
Royal Mail or courier disruption
Severe weather
Supplier or laboratory delays
Additional quality checks
Prescription clarification
Additional measurements
Exceptional demand
Events outside our reasonable control
Where reasonably possible, we will keep you informed of significant delays.
Lost Return Parcels
If a parcel containing your completed glasses does not arrive within a reasonable period after dispatch, please contact us.
Where Replace My Lens arranged the return delivery, we will investigate the parcel with Royal Mail or the relevant delivery provider.
Please allow us a reasonable opportunity to complete the carrier's investigation before the appropriate resolution is determined.
Nothing in this policy limits your statutory rights.
Damaged Return Parcels
If your glasses arrive damaged following return delivery arranged by Replace My Lens, please contact us as soon as reasonably possible.
We may ask you to provide:
Photographs of the external packaging
Photographs of the internal packaging
Photographs showing the damage to the glasses
Your order number
Please retain the packaging until we confirm that it is no longer required for the delivery investigation.
We will investigate the matter with the relevant delivery provider and provide an appropriate resolution in accordance with your statutory rights.
Undeliverable or Returned Parcels
If Royal Mail or another delivery provider is unable to deliver your order and the parcel is returned to us, we will contact you using the details supplied with your order.
If the delivery failure was caused by incorrect or incomplete delivery information supplied by you, we may require payment of the reasonable cost of redelivery before the parcel is dispatched again.
If the delivery failure was not caused by information or instructions supplied by you, we will arrange an appropriate redelivery without additional delivery charges.
Contact Us
If you have any questions regarding shipping or your order, please contact us:
Replace My Lens
Email: hello@replacemylens.co.uk
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