Return & exchange

*Image and color may vary or slightly differ from product. does not fully guarantee the color exact match with real lenses color.

*All requests below must be made within 10 days after parcel received. has the right to reject any request below made after the time frame. 

Cancel order

Customer can request to cancel order if we have not proceed your order, which is normally have to be within few hours order placed. 100% of money payment will be refunded if your order has not been processed. If has packed the order that is due to dispatch and customer wish to cancel order, 10% of payment will be charged and the rest can be returned to customer. If you wish to cancel your order while we had dispatched them, we are not able to cancel your order instead you may consider to do exchange. Kindly refer to 'Cancel / Exchange After Order Received' section at below.

Amend/Change order 

If customer wish to amend/change the order, no extra charge required if order has not been dispatched. We are not able to change order for you if the parcel has been dispatched. 

Cancel / Exchange after order received

If customer ordered wrong items and wish to return/exchange lenses after received, customer need to send back the items under new and unopened condition upon your own cost to us. Return shipping address will be provided after agreed by LensVillage. Shipping cost and handling fees paid during order placed are not refundable (Refer table below for handling fees). Customer is required to email us at for exchange or cancellation request. 

Handling charge : 

All Products 20% of total order

Total order does not included shipping fees does not accept return or exchange request if item is opened or used.


Faulty/wrong item

In the unlikely event that your goods are faulty or we sent you wrong item, please notify us the error by email to

Less item received : Please notify us the problem by including your order ID. At most cases this would happen due to the item purchased is out of stock and our staff has not managed to inform buyer. LensVillage will ask if the buyer want to have replacement lenses from other model or have money refund on out of stock item.

Wrong item received : Please include your order ID and product code/prescription that you received, or you may take a photo of the product and attach it along the email. We will check our record if we made mistake and resend the correct items to you at our own expenses. 

Goods damaged in transit : Please include your order ID , take a photo of the item and attach it along with the email to us. We will resend the same item to you at our expenses. Customer is not allowed to choose other lenses as replacement. 

Faulty/Defective item : Please include your order ID , take a photo of the item and attach it along with the email to us. Kindly provide more information about the item you received. We will evaluate the matter and offer solution based on different circumstance. 

Lenses cause discomfort : Please include your order ID and provide more information about the discomfort causing, we might require you to send back the item to us as this will help us or manufacturer investigate the matter. Solution is based on individual circumstance. At some cases we will not request customer to send back the item to us, however customer is required to cut the original lenses into half and send a photo of cut lenses to us via email. 

All replacement lenses will be the same pair as purchased unless agrees otherwise. 

Under certain circumstances if agree to send replacement lenses we may require customers to cut the original lenses into half before replacement lenses is sent.