Customer Service

If we have your products in stock and your order is placed before 10:00, we will usually dispatch your order on the same day, orders received after 10:00 will be dispatched next day.

If we have to order your product, we will inform you by email when your products are expected to arrive and we will also advise an expected date to ship. The expected shipping date is based on our experience and not guaranteed

We are happy to offer a refund or exchange on unwanted items that are returned within 60 days of the date delivered. Please be aware that all items must be returned in a saleable condition; unopened and sealed with original product packaging and hygiene seals untouched. We are sorry but we are unable to offer a refund or exchange on custom made products, or products that are returned in a non-saleable condition.

The return cost for shipping is free within the United Arab Emirates using our preferred courier company. We recommend that international returns be sent as a tracked package or through a tracked postal service. If you are initiating a return from outside of the United Arab Emirates, you will need to cover the cost of return shipping and we request that you share the return tracking number so we can assist from our side if required. 

To initiate a return, please contact our customer service team who will be delighted to help you with the process, they are available 24/7 at contact@lens.me or +971 43 791 791

We are sorry that we have to impose such strict rules but had to do so for reasons of fairness to all our customers.

You can of course always update your own account information and in case you lose your password, we will send you a link to restore it.