Delivery Information
Delivery Information
UK DELIVERY INFORMATION 2025
FREE DELIVERY on orders over £25 within the UK, Channel Islands, Isle of Man.
We use Royal Mail services for all our UK shipments. All orders are sent via Royal Mail Tracked 48 service, which provides tracking updates on your package's journey. Please note, this is not a guaranteed 48-hour delivery. Normally, the delivery time can be 3 - 5 working days
Royal Mail considers a package lost after 14 working days from dispatch. We are unable to re-send your package free of charge until this period has elapsed.
For Royal Mail service updates, please visit their website
https://www.royalmail.com/service-update
EXPRESS UK DELIVERY - (COURIER TRACKED)
If you require your package within a specific timeframe, please select the 'UK Express Tracked Courier Service'. We use a variety of couriers for this service, depending on the destination.
Express service packages are typically delivered within 1-3 working days. The cost for Express delivery to most parts of the UK is £8.95
Should you wish to upgrade to this faster delivery service after placing your order, please contact us immediately by emailing hello@eyecare-shop.co.uk or calling 01753 318 000. Our phone lines are open Monday to Friday, 9:30 am - 4:30 pm
If you've upgraded your delivery and haven't received your order within 3 working days of this email, please contact us
| Destination | Order Value | Cost | Method | Estimated Delivery Time |
|---|---|---|---|---|
| Mainland UK Jersey Guernsey Isle Of Man |
Under £25 | £3.95 |
Royal Mail Tracked 48 |
3 - 5 WORKING days |
| £25 & over | FREE |
Royal Mail Tracked 48 |
3 - 5 WORKING days
|
|
| Express | Any | £8.95 |
Various |
1 - 3 WORKING days
|
**UK Express 1-3 Working days £8.95
Not available to the Highlands, Channel Islands, Northern Ireland or other remote destinations.
RETURN TO SENDER BY COURIER
Please be aware that couriers, including Royal Mail, now charge for returning items to the sender. These charges can vary from £5 (Royal Mail) to £25 (Express Couriers), depending on the courier.
If an item is returned to us for any of the following reasons, the re-delivery charge, as well as the original outgoing postage charge you paid (or a standard charge of £3.95 if the order qualified for free delivery), will be deducted:
Undelivered items that have not been collected or had a redelivery arranged within the holding period
Incorrect / incomplete address provided
Recipient moved (gone away)
Recipient refused delivery
INTERNATIONAL SHIPPING
Availability: We ship to selected international destinations. Available countries and corresponding shipping rates are displayed at checkout.
Delivery Timeframes: International delivery times vary based on the destination country, local postal services, and customs processing times. Estimated delivery is 5–15 working days, depending on the destination. All delivery times are estimates and are not guaranteed.
IRELAND / EU DELIVERY UPDATE 2025
We regret to inform you that we have temporarily paused all shipments to EU countries. This is due to recent, significant increases in tariffs.
Previously, we offered Delivery Duty Paid (DDP) shipping to Ireland and the rest of the EU. However, the new tariffs have become prohibitively high. We are actively working to resolve this issue and will resume EU shipments as soon as a solution is found.
USA DELIVERY UPDATE 2025
We have temporarily suspended orders from the US. This is due to new, unexpectedly high tariff charges imposed by US Customs, which significantly exceed the advertised 10% UK/US tariff rate. We are actively investigating these charges and will resume US orders as soon as we have a clear understanding of the situation.
Customs Duty, VAT & Other Fees
For orders delivered outside the United Kingdom:
Customer Responsibility: Your order may be subject to import duties, taxes, VAT, or customs handling fees determined by your local customs authority. We have no control over these charges, and the customer is solely responsible for their payment.
Refused Parcels: If a parcel is refused due to unpaid customs charges, we reserve the right to deduct the original shipping cost, return shipping fees, and any customs charges incurred from your final refund amount.
Delivery Timeframes & Delays
All delivery times provided are estimates only. We are not liable for transit delays caused by factors outside our reasonable control, including:
- Courier service disruptions, strikes, or industrial action.
- Severe weather conditions.
- Customs clearance delays.
- High seasonal demand (e.g. Black Friday, Christmas).
- Incorrect or incomplete delivery addresses.
Once an order has been dispatched, legal responsibility for transit lies with the courier service.
Delivery Address Responsibility
Accuracy: The customer is responsible for providing a complete, accurate delivery address, including the correct postcode and contact details. We are not liable for failed delivery attempts or misdelivery resulting from incorrect information provided by the customer.
Returned Parcels: If a parcel is returned to us due to an incorrect address, delivery refusal, failure to collect, or multiple failed delivery attempts, we may deduct the original delivery charges, return postage fees, and re-dispatch costs (if applicable) from any refund issued.
Tracking Information
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking details (where applicable). It is your responsibility to monitor tracking updates. If you do not receive this email, please inspect your spam or junk folder before contacting customer support.
Lost Parcels
Definition: A parcel is officially classified as lost after 28 working days for international deliveries.
- Claims Process: If you suspect your parcel is lost, please verify your tracking details, confirm your delivery address, and check with neighbours or designated safe places before contacting us with your order number.
Resolution: We will initiate an investigation with the courier. Please note that we cannot issue refunds or replacements until the courier officially confirms the parcel as lost. Fraudulent claims will be reported to the relevant authorities.
Damaged or Missing Items
If your order arrives damaged, incomplete, or tampered with, you must contact us within 48 hours of delivery. You will be required to provide:
- Clear photographs of the damaged item(s).
- Photographs of the outer packaging.
- A photograph of the shipping label.
Failure to report damage within 48 hours may void your eligibility for a replacement or refund.
Undeliverable & Returned Parcels by courier
If a parcel is returned to us as undeliverable (due to an incorrect address, delivery refusal, failure to collect, or unpaid customs charges), we reserve the right to deduct original shipping costs, return shipping fees, and administrative handling charges from your refund. Re-delivery will require additional payment.
Delivery Restrictions
Certain products may be restricted in specific countries due to local regulations (e.g. liquids, medical products). If we are unable to ship an item in your order, we will contact you immediately and issue a full refund for the non-dispatchable goods.
Risk & Ownership
Risk of damage to, or loss of, the goods passes to you at the time of delivery. Ownership of the goods will only transfer to you once we have received full payment for the products and the items have been successfully delivered to your specified address.
We have temporarily suspended orders from the US. This is due to new, unexpectedly high tariff charges imposed by US Customs, which significantly exceed the advertised 10% UK/US tariff rate. We are actively investigating these charges and will resume US orders as soon as we have a clear understanding of the situation.
Please check the regulations and likely charges payable in your country BEFORE you place an order. More information can be found here:
https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/buying-goods-online-coming-from-a-noneu-union-country_en
If your country is not shown, please contact us directly on hello@eyecare-shop.co.uk and we will check with couriers on costs and transportation restrictions
Far East
| Destination | Cost* | Method | Estimated Delivery Time |
|---|---|---|---|
|
China Hong Kong Singapore South Korea |
0.1 - 4 kg £30 4.1 - 5 kg £35 5 - 6 kg £40 |
Economy Courier, Signed & Tracked | 15-20 working days |
Middle East
| Destination | Cost per weight* | Method | Estimated Delivery Time |
|---|---|---|---|
|
Bahrain Israel Qatar Saudi Arabia UAE |
Up to 4kg = £30 5 - 6 kg = £45 |
Economy Courier, Signed & Tracked | 15-20 working days |
*Extra charges apply for heavier weights & remote locations. Costs will be confirmed once the order is placed.
Canada
IMPORTANT:
North America's customs and couriers are refusing entry of larger bottles of liquids to the USA and Canada. As such, only bottles containing small volumes of liquids (10ml or less) such as eye drops can be sent. Contact lens solutions are likely to be seized and destroyed. Please contact us for more information
| Destination | Cost* | Method | Estimated Delivery Time |
|---|---|---|---|
|
USA Canada |
Up to 4kg = from £25 4.01 to 5kg = from £30 For orders weighing more than 5kg, please contact us for a live quote |
Economy Courier, Signed & Tracked | 15-20 working days |
*Extra charges apply for more remote destinations.
South America
Limited shipping to certain areas only in South America: please contact us with your requirements.
Africa
Limited shipping to certain areas onlyin Africa: please contact us with your requirements.
Australia & New Zealand
| Destination | Cost* | Method | Estimated Delivery Time |
|---|---|---|---|
| Australia |
0.1 to 1 kg = £25 2.01 to 4kg = £35 4.01 to 5kg = £40 |
Economy Courier, Signed & Tracked | 20-25 working days |
| New Zealand |
Up to 3kg = £25 3.01 to 4kg = £30 4.01 to 5kg: = £35 For orders weighing more than 5kg, please contact us for a live quote |
Economy Courier, Signed & Tracked | 20-25 working days |
*Extra charges apply for more remote destinations.
UK DELIVERY INFORMATION 2025
FREE DELIVERY on orders over £25 within the UK, Channel Islands, Isle of Man.
We use Royal Mail services for all our UK shipments. All orders are sent via Royal Mail Tracked 48 service, which provides tracking updates on your package's journey. Please note, this is not a guaranteed 48-hour delivery. Normally, the delivery time can be 3 - 5 working days
Royal Mail considers a package lost after 14 working days from dispatch. We are unable to re-send your package free of charge until this period has elapsed.
For Royal Mail service updates, please visit their website
https://www.royalmail.com/service-update
EXPRESS UK DELIVERY - (COURIER TRACKED)
If you require your package within a specific timeframe, please select the 'UK Express Tracked Courier Service'. We use a variety of couriers for this service, depending on the destination.
Express service packages are typically delivered within 1-3 working days. The cost for Express delivery to most parts of the UK is £8.95
Should you wish to upgrade to this faster delivery service after placing your order, please contact us immediately by emailing hello@eyecare-shop.co.uk or calling 01753 318 000. Our phone lines are open Monday to Friday, 9:30 am - 4:30 pm
If you've upgraded your delivery and haven't received your order within 3 working days of this email, please contact us
| Destination | Order Value | Cost | Method | Estimated Delivery Time |
|---|---|---|---|---|
| Mainland UK Jersey Guernsey Isle Of Man |
Under £25 | £3.95 |
Royal Mail Tracked 48 |
3 - 5 WORKING days |
| £25 & over | FREE |
Royal Mail Tracked 48 |
3 - 5 WORKING days
|
|
| Express | Any | £8.95 |
Various |
1 - 3 WORKING days
|
**UK Express 1-3 Working days £8.95
Not available to the Highlands, Channel Islands, Northern Ireland or other remote destinations.
RETURN TO SENDER BY COURIER
Please be aware that couriers, including Royal Mail, now charge for returning items to the sender. These charges can vary from £5 (Royal Mail) to £25 (Express Couriers), depending on the courier.
If an item is returned to us for any of the following reasons, the re-delivery charge, as well as the original outgoing postage charge you paid (or a standard charge of £3.95 if the order qualified for free delivery), will be deducted:
Undelivered items that have not been collected or had a redelivery arranged within the holding period
Incorrect / incomplete address provided
Recipient moved (gone away)
Recipient refused delivery
INTERNATIONAL SHIPPING
Availability: We ship to selected international destinations. Available countries and corresponding shipping rates are displayed at checkout.
Delivery Timeframes: International delivery times vary based on the destination country, local postal services, and customs processing times. Estimated delivery is 5–15 working days, depending on the destination. All delivery times are estimates and are not guaranteed.
IRELAND / EU DELIVERY UPDATE 2025
We regret to inform you that we have temporarily paused all shipments to EU countries. This is due to recent, significant increases in tariffs.
Previously, we offered Delivery Duty Paid (DDP) shipping to Ireland and the rest of the EU. However, the new tariffs have become prohibitively high. We are actively working to resolve this issue and will resume EU shipments as soon as a solution is found.
USA DELIVERY UPDATE 2025
We have temporarily suspended orders from the US. This is due to new, unexpectedly high tariff charges imposed by US Customs, which significantly exceed the advertised 10% UK/US tariff rate. We are actively investigating these charges and will resume US orders as soon as we have a clear understanding of the situation.
Customs Duty, VAT & Other Fees
For orders delivered outside the United Kingdom:
Customer Responsibility: Your order may be subject to import duties, taxes, VAT, or customs handling fees determined by your local customs authority. We have no control over these charges, and the customer is solely responsible for their payment.
Refused Parcels: If a parcel is refused due to unpaid customs charges, we reserve the right to deduct the original shipping cost, return shipping fees, and any customs charges incurred from your final refund amount.
Delivery Timeframes & Delays
All delivery times provided are estimates only. We are not liable for transit delays caused by factors outside our reasonable control, including:
- Courier service disruptions, strikes, or industrial action.
- Severe weather conditions.
- Customs clearance delays.
- High seasonal demand (e.g. Black Friday, Christmas).
- Incorrect or incomplete delivery addresses.
Once an order has been dispatched, legal responsibility for transit lies with the courier service.
Delivery Address Responsibility
Accuracy: The customer is responsible for providing a complete, accurate delivery address, including the correct postcode and contact details. We are not liable for failed delivery attempts or misdelivery resulting from incorrect information provided by the customer.
Returned Parcels: If a parcel is returned to us due to an incorrect address, delivery refusal, failure to collect, or multiple failed delivery attempts, we may deduct the original delivery charges, return postage fees, and re-dispatch costs (if applicable) from any refund issued.
Tracking Information
Once your order has been dispatched, you will receive a shipping confirmation email containing tracking details (where applicable). It is your responsibility to monitor tracking updates. If you do not receive this email, please inspect your spam or junk folder before contacting customer support.
Lost Parcels
Definition: A parcel is officially classified as lost after 28 working days for international deliveries.
- Claims Process: If you suspect your parcel is lost, please verify your tracking details, confirm your delivery address, and check with neighbours or designated safe places before contacting us with your order number.
Resolution: We will initiate an investigation with the courier. Please note that we cannot issue refunds or replacements until the courier officially confirms the parcel as lost. Fraudulent claims will be reported to the relevant authorities.
Damaged or Missing Items
If your order arrives damaged, incomplete, or tampered with, you must contact us within 48 hours of delivery. You will be required to provide:
- Clear photographs of the damaged item(s).
- Photographs of the outer packaging.
- A photograph of the shipping label.
Failure to report damage within 48 hours may void your eligibility for a replacement or refund.
Undeliverable & Returned Parcels by courier
If a parcel is returned to us as undeliverable (due to an incorrect address, delivery refusal, failure to collect, or unpaid customs charges), we reserve the right to deduct original shipping costs, return shipping fees, and administrative handling charges from your refund. Re-delivery will require additional payment.
Delivery Restrictions
Certain products may be restricted in specific countries due to local regulations (e.g. liquids, medical products). If we are unable to ship an item in your order, we will contact you immediately and issue a full refund for the non-dispatchable goods.
Risk & Ownership
Risk of damage to, or loss of, the goods passes to you at the time of delivery. Ownership of the goods will only transfer to you once we have received full payment for the products and the items have been successfully delivered to your specified address.
We have temporarily suspended orders from the US. This is due to new, unexpectedly high tariff charges imposed by US Customs, which significantly exceed the advertised 10% UK/US tariff rate. We are actively investigating these charges and will resume US orders as soon as we have a clear understanding of the situation.
Please check the regulations and likely charges payable in your country BEFORE you place an order. More information can be found here:
https://ec.europa.eu/taxation_customs/individuals/buying-goods-services-online-personal-use/buying-goods/buying-goods-online-coming-from-a-noneu-union-country_en
If your country is not shown, please contact us directly on hello@eyecare-shop.co.uk and we will check with couriers on costs and transportation restrictions
Far East
| Destination | Cost* | Method | Estimated Delivery Time |
|---|---|---|---|
|
China Hong Kong Singapore South Korea |
0.1 - 4 kg £30 4.1 - 5 kg £35 5 - 6 kg £40 |
Economy Courier, Signed & Tracked | 15-20 working days |
Middle East
| Destination | Cost per weight* | Method | Estimated Delivery Time |
|---|---|---|---|
|
Bahrain Israel Qatar Saudi Arabia UAE |
Up to 4kg = £30 5 - 6 kg = £45 |
Economy Courier, Signed & Tracked | 15-20 working days |
*Extra charges apply for heavier weights & remote locations. Costs will be confirmed once the order is placed.
Canada
IMPORTANT:
North America's customs and couriers are refusing entry of larger bottles of liquids to the USA and Canada. As such, only bottles containing small volumes of liquids (10ml or less) such as eye drops can be sent. Contact lens solutions are likely to be seized and destroyed. Please contact us for more information
| Destination | Cost* | Method | Estimated Delivery Time |
|---|---|---|---|
|
USA Canada |
Up to 4kg = from £25 4.01 to 5kg = from £30 For orders weighing more than 5kg, please contact us for a live quote |
Economy Courier, Signed & Tracked | 15-20 working days |
*Extra charges apply for more remote destinations.
South America
Limited shipping to certain areas only in South America: please contact us with your requirements.
Africa
Limited shipping to certain areas onlyin Africa: please contact us with your requirements.
Australia & New Zealand
| Destination | Cost* | Method | Estimated Delivery Time |
|---|---|---|---|
| Australia |
0.1 to 1 kg = £25 2.01 to 4kg = £35 4.01 to 5kg = £40 |
Economy Courier, Signed & Tracked | 20-25 working days |
| New Zealand |
Up to 3kg = £25 3.01 to 4kg = £30 4.01 to 5kg: = £35 For orders weighing more than 5kg, please contact us for a live quote |
Economy Courier, Signed & Tracked | 20-25 working days |
*Extra charges apply for more remote destinations.