Shipping policy

Shipping Policy

Last Updated: 31 July 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 order is handled, from sending your glasses to us through to their safe return.

Sending Your Glasses to Us

After placing your order, you will receive instructions on how to send your glasses to our laboratory.

Please ensure 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 the delivery of their glasses to Replace My Lens.

For added peace of mind, we recommend using a tracked delivery service.

Your glasses remain your responsibility until they have been safely received by us.

Inspection Upon Arrival

Once your glasses arrive, they will be professionally inspected to ensure they are suitable for reglazing.

If we identify any concerns regarding your frames, we will contact you before any work begins.

Production Times

Estimated turnaround times begin once:

  • Your glasses have been received.

  • Your prescription and measurements have been confirmed.

  • Your frames have passed our suitability inspection.

Typical production times are:

  • Single Vision Lenses: 5–7 working days

  • Varifocal Lenses: 7–10 working days

More complex prescriptions or specialist lens options may require additional time.

Returning Your Glasses

Once your new lenses have been fitted and your glasses have passed our final quality inspection, we will return them to you free of charge using Royal Mail Tracked 48.

This service includes parcel tracking, allowing you to follow your order as it makes its way back to you.

Delivery Delays

While we aim to dispatch all completed orders promptly, delays may occasionally occur due to circumstances beyond our control, including:

  • Courier delays

  • Severe weather

  • Supplier delays

  • Additional quality checks

  • Prescription clarification

  • High seasonal demand

Where possible, we will keep you informed of any significant delays.

Incorrect Delivery Information

Customers are responsible for providing the correct delivery address when placing an order.

If an incorrect address is provided and the parcel is returned to us, additional postage charges may apply before the order can be resent.

Damaged or Lost Parcels

If your returned parcel arrives damaged or does not arrive within a reasonable time after dispatch, please contact us as soon as possible.

We will investigate the issue with Royal Mail and keep you updated throughout the process.

Contact Us

If you have any questions regarding shipping or your order, please contact us:

Replace My Lens

Email: hello@replacemylens.co.uk