Returns and Refunds Policy
At Feel Good Contacts, we're always here to help, and we understand the occasional need to return an item. Whether you've ordered the wrong lenses, your item has been damaged on the way, or you no longer need it, our returns policy offers a 100% money-back guarantee or exchange.
Free Tracked Returns and 100% Money-Back Promise
We offer free tracked returns and a full refund (not including delivery charges) on contact lenses, solutions and eye care products within 90 days of purchase.
A refund can only be made through the original payment method (PayPal or card) used during purchase. Items are only eligible for a refund if they haven't been opened or used, and if the original tags are still in place.
However, if we've made a mistake with your order, then we will happily refund all costs, including money spent on postage and packaging.
Once accepted, refunds will take 3-5 days to appear in your account.
How to return?
To make a return, click on the “Returns” button under “My Orders” from your account. Complete the return details to create a returns label. Make sure you include a note mentioning the reason for your return and attach the label to the package. You can choose to book a collection (no printer required) or drop off your return to a post office or a Royal Mail delivery office.
Please note, we strongly advise you to keep your returns receipt safe as we may ask for proof of postage, this is so we can help you in case anything goes wrong. If you’re unsure of anything, please do not hesitate to contact us.
Have a question?
If you have any questions regarding your return, you can reach our helpful customer service team on 0800 458 2090, email on firstname.lastname@example.org or Live Chat.
If you wish to cancel your order, please contact us on 0800 458 2090 or via email at email@example.com. Unfortunately, if your order has already been dispatched, we are unable to cancel the order or make any amendments to your item(s).
Successful cancellations will be refunded within 3-5 working days.
If you receive your item and decide you would like to change your order, you are more than welcome to make an exchange.
We promise to provide an exchange service on items up to a year after the order purchase date. Items sent for exchange must be unopened and in their original condition.
Exchanges can be performed for the same product with a different prescription, or for a different product of the same value.
When an exchange is requested for a product of different value, the price difference will be calculated excluding the delivery charge of the original purchase.
If you would like to make an exchange, please call our customer service team on 0800 458 2090.
In the unlikely event that your package arrives damaged, or does not arrive at all, we’ll happily replace your items. All you need to do is contact us, then we’ll open a claim with Royal Mail and process a reshipment or refund.
A Denial of Receipt P91 form will be sent to you by email. This form must be filled out and returned within 1-2 days. If not returned in time, the claim will automatically be void. In this case, we reserve the right to retrieve any refunds or replacements already issued.
Items must be reported undelivered or damaged within 21 days of purchase. Unfortunately, you cannot claim if you report this any later.
To report a damaged or undelivered order, call us free on 0800 458 2090, message us on LiveChat or email us at firstname.lastname@example.org
Our sunglasses returns policy differs slightly, allowing up to 30 days for you to claim a refund and opt for an exchange. All of our sunglasses are made of the highest quality and we guarantee a 12-month warranty from the date of purchase.
Claiming a refund for your sunglasses can be done the same as with any products from Feel Good Contacts. Simply print your free returns label from your account, by clicking on the “Returns” button under “My Orders”. Include a note mentioning the reason for your return, attach the label to the package and return to a post office or a Royal Mail delivery office.
Please note: If the sunglasses are returned outside of the returns timeframe, used or not in the original condition and packaging (security tag, box and/or plastic sleeve included), we will not be able to provide a refund or exchange.
To request an exchange of your sunglasses, call our customer service team on 0800 458 2090 and they'll be happy to talk you through the process.
Our glasses policy allows you up to 30 days from the original dispatch date for you to claim a full refund or request for an exchange free of charge. All of our glasses are made of the highest quality and we guarantee a 12-month warranty from the date of purchase.
Claiming a refund or exchange for your glasses can be done the same as with any products from Feel Good Contacts.
Simply print your free returns label from your account, by clicking on the “Returns” button under “My Orders”. Include a note mentioning the reason for your return, attach the label to the package and return to a post office or a Royal Mail delivery office.
Please note: Glasses must be in their original condition and with all accessories, including its box, case and cloth.
To request an exchange of your glasses, call our dedicated customer service team on 0800 458 2090 and they'll be happy to talk you through the process.