Regardless of your country of residence and providing the item/s you've received is not faulty or has been sent in error, you will always be responsible for the cost of returning it back to us (For example, if you choose to return it back to us within your cooling off period).
If you need to return an item to Coloured Contacts, you will need to first contact our customer services team to request a returns label and a returns form. You can get in touch through:
- Our online ‘Contact Us’ form
- Email, via firstname.lastname@example.org
- Telephone, via (+44) 020 3318 1459 (opening hours Monday-Friday 8:30am to 4:30pm GMT)
A returns label will allow you to return an item to us from the UK totally free if your return is due to a fault with the item, or because of error we have made. If you are returning your items for any other reason, you can still request a returns label to send your items back to us, but you will be charged £2.75 for this service, deducted from the total of your refund. (Other reasons are classified as you ordering the incorrect colour, style or type of product or changing your mind about your purchase.)
When returning an item to us, make sure you’ve filled in your returns form as directed, then, attach the returns label you have been provided with to your parcel and take it to the Post Office to be sent back to us. You should obtain a proof of postage receipt when returning your item and retain this until your refund has been processed.
Make sure to include your returns form with your item, as failure to do so can prolong the process. For your reference, you’ll be sent an e-mail confirming the status of your return as soon as possible. Returns can take up to five days to reach us and will then be processed within 48 hours.
Cancellations – Coloured Contacts is more than happy to cancel any order that has not already been dispatched. If an order has been marked as labelled and ready for dispatch in our warehouse, we may also be unable to cancel it. If you realise you've made an error when placing your order and wish to amend or cancel it, please contact our customer services team immediately.
Time Period - You can return most items within 30 days of receipt for a refund, or exchange for an alternative item. Under the UK distance selling regulations you have 30 working days (From the day after you receive your goods) to cancel the contract for your order with us. In this case, we will issue you with a full refund once you return the entire order to us at your cost, if you have already received it or we have shipped it to you.
Original Condition - Items must be returned to us unopened and in their original condition. All goods will be inspected on return and any item in an unsuitable condition will be disposed of.
Postage - We strongly recommend that returns are sent by Royal Mail 2nd Class Recorded. Coloured Contacts accepts no responsibility or liability for returns lost in transit, it is your responsibility to ensure arrival. P&P costs back to the warehouse are the responsibility of the customer, but when we post your first exchange back to you there is no delivery charge. Subsequent exchanges may have a P&P charge. Delivery charges are non-refundable unless you are returning a damaged product.
Free Gifts & Reduced Items - If you've received a free/reduced gift with your order and subsequently return item(s) which entitled you to the offer then you must also return the free/reduced gift. If you wish to keep the free gift you will be charged the current or remaining RRP.
Faulty/Damaged Product - In the rare event of faulty/damaged item(s) you can return them back to us within 30 days of delivery. You are entitled to a replacement product, a product of equal value or a refund. You will be refunded the postage if returning a faulty/damaged product.
Non-United Kingdom Returns - For returns made outside the UK distance selling regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them. When returning an order from outside of the United Kingdom for an exchange/refund, postage & packaging costs are the responsibility of the customer.