Delivery area
We deliver to addresses in Germany and the other European Union countries.
Carrier and charges
Orders are sent with DHL and tracking. Standard delivery within Germany costs €3.99 and is free for merchandise orders of €49 or more. Delivery to the other EU countries costs €7.50 per order, with no free-delivery threshold. The applicable delivery charge and total are shown at checkout before you place an order with an obligation to pay.
Delivery time
- In-stock colored lenses without prescription power: delivery within Germany is expected in 2–3 working days from ordering. This estimate does not apply to deliveries to other EU countries.
- Orders containing prescription lenses: we tailor these lenses especially for you. Delivery is expected to take around two weeks in total from order confirmation, including DHL transit. This also applies to orders that contain stock items.
Reasons for a complaint – return shipping paid by us
- The item, brand, colour or prescription power received does not match the order.
- The quantity is incorrect or an ordered item is missing.
- The product, solution, packaging or hygiene seal arrived damaged or leaking.
- The product is expired, has a quality defect or is not as described.
- Transit damage has affected the product or its safe use.
Withdrawal without a product or delivery error
For a valid withdrawal, you bear the direct return cost. Merely opening the shipping box does not remove the statutory right of withdrawal. For sealed goods unsuitable for return for health or hygiene reasons, the right may expire when the actual hygiene seal is removed. It may not apply to genuinely custom-made goods. See the withdrawal notice for details.
How to request a return
- Request a return or report a complaint online in your customer account, or email info@lensesworld.de. You do not need to post a letter to our address.
- If possible, provide the order number, affected item and reason for the return or complaint. For a statutory withdrawal, a clear statement without a reason is sufficient, for example by email.
- For incorrect, damaged or defective goods, include photos of the product, packaging, seal and batch number where possible.
- Do not use lenses if a fault, damaged seal or quality problem is suspected.
- We will provide the relevant return instructions; for a valid complaint, we bear the necessary return cost. Reporting a return and sending back the product are separate steps.
Important for opened products
Your statutory rights for defective, damaged or incorrectly delivered goods remain available even if the issue only became apparent after opening.