Claims and returns
Make a claim
If you are experiencing any kind of problem with the goods you've purchased, simply log in to your customer account and make a new claim under "Claims / Returns" tab by clicking the Claim / Return button for the preferred item.
Make a new claimProperly pack the goods
We require that you return the complete product wiithout any missing components. For glasses this includes the case, the outer box, everything inside the box, any cleaning cloths, and any identifying stickers or tags. Please pack faulty goods in a stiff box and send it by registered post. This is to prevent damage during transport. Place lenses in a case with solution and close it firmly to prevent them from drying out. You will need to send the lenses and ALL packaging, including original box and any remaining, unopened blisters.
Attach a copy of the purchase receipt
To ensure a smooth claim process, please include a copy of your
invoice with your return.
If you did not use our online form
to make your claim, your return should be accompanied by a letter stating your
contact details and order number, as well as description of the product's
defect.
Send us the goods
a) FREE shipping
After submitting a new claim/return through our online form, you will
receive a confirmation email containing a link to the carrier’s return page.
Boxnow: You will be redirected to the carrier's website where you
will fill in your contact details and receive a code / label for the return. You
either write the code visibly on the top of the parcel or print the label and
stick it on the parcel. Both options are correct. Then you can bring the parcel
to the nearest Boxnow parcel box.
b) Other delivery method
If you wish to send
the parcel by any other private carrier (not registered!), you can send the
parcel at your own expense to our address:
Alensa.cy
2064 Strovolos 1st Floor
Hadjikyriakion Bldg 1
2064 Nicosia
Cyprus
For your records, please obtain a receipt or proof of return
when sending your parcel back. If your claim is approved, we will reimburse you
for the return shipping costs. During the statutory cancellation period,
customers are responsible for covering the return shipping costs.
Wait for your claim to be processed
Our claims department will need time to process your complaint. You can easily check the status and progress of your claim here.
Monitor the claim statusProcessing information
We'll keep you updated on any changes or
updates to your claim via email.
Please note that the return procedure
will take slightly longer when returning sunglasses and prescription glasses.
This is due to the fact that the authenticity and condition of returned
sunglasses must first be thoroughly investigated and verified by our main stock
department.
We strive to verify all returns within 30 days.
Information about claims
For custom-made prescription
eyeglasses complaints, please contact our customer service team. We'll review
your case and do our best to assist you.
For other types of glasses
(sunglasses, sports glasses, computer glasses, frames with demo lenses, etc.),
we require that you return all included accessories as well (cloths, sun clips,
cases, etc.).
For TopVue contact lenses, you can take advantage of
our
Money-back Guarantee.
Information on returning goods
Return glasses with custom-made prescription lenses: this can only be done
within the 30-day withdrawal period. Prescription lenses are manufactured based
on specific individual requirements and are, therefore, not eligible for
returns. Only the frames qualify for a possible refund.
For
prescription eyeglasses, if you wish to withdraw from the purchase agreement,
please contact us at +972 2-560-9737. We will do everything in our
power to accommodate your request.
When returning glasses (sunglasses,
sports glasses, prescription eyeglasses, etc.), we require that you send us all
included accessories as well (cloths, sun clips, cases, etc.).
All the necessary information can be found in the Terms and Conditions in the sections:
