Our commitment
Every OGLEEYES order is checked and packed by hand before it leaves our HQ warehouse. If something arrives damaged, defective, or isn't what you ordered, we'll make it right — replacement or refund, your choice. This page explains exactly how.
1. Cancelling or changing an order
You can cancel or change your order at no cost any time before it is dispatched. Email support@ogleeyes.com with your order number and what you need changed, as soon as possible — we work on 24/7. Once the parcel has been handed to HQ Post it cannot be recalled, so a cancellation request after dispatch is handled as a return under section 3.
2. Damaged, defective, or incorrect items
Contact us within 7 days of delivery at support@ogleeyes.com with:
We review every case individually. Where the fault is ours, we will send a replacement or refund the item in full — including the return shipping cost. Please do not send anything back before we have confirmed the return address with you.
3. Change-of-mind returns
Changed your mind? You may return most items within 14 days of delivery provided that:
the item is unused, in resalable condition, with all original packaging and accessories
you contact us first to obtain a return authorization
You cover the cost of return shipping, and the original outbound shipping charge is not refunded. Returns are inspected on arrival, and refunds go back to the original payment method.
4. What we cannot accept
items returned without prior authorization
items that have been used, worn, altered, or damaged after delivery
personal-care and hygiene products once opened
items marked final sale or clearance
items missing parts or original packaging
5. Refund timing
Approved refunds are issued to the original payment method within 5–10 business days of our receiving and inspecting the return. Your bank or card issuer may add a few days of processing time on top.
6. Shipping delays and customs
Delivery estimates are estimates, not guarantees. Delays caused by carrier backlogs or customs clearance are not grounds for a refund — but we will chase the shipment with the carrier on your behalf. If a parcel is confirmed lost in transit, we will replace it or refund it in full.
7. Address accuracy
Please double-check your address, product details and quantity at checkout. We ship to the address you provide. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipment — the second shipment is at your cost.
8. Your statutory rights
Nothing in this policy limits any right you have under the consumer law of your country. If you are in the EU or the UK, you have a statutory 14-day right to withdraw from a distance purchase, starting the day the goods arrive. To exercise it, tell us within those 14 days; you cover the cost of returning the goods, and we refund the item price and standard outbound delivery within 14 days of receiving the return or your proof of return.
9. Contact
support@ogleeyes.com — we aim to reply within two business days, Monday to Friday, 24/7.
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