Terms and Conditions
We accept Credit Card, Debit Card payments via a secure payment gateway.
Cards we accept, (MasterCard / Visa / Visa Delta / Visa Electron / Visa Purchasing / JCB).
The goods will not be shipped until the customer's funds have been authorised.
Please note that all transactions will be carried out in £ GBP. Once you have placed your order, confirmation will be sent to you via e-mail complete with Transaction and Order Reference numbers. We monitor prices on a daily basis.
We will not be held responsible for pricing errors due to software mal-functions, or human error. This website operates on an 'invitation to treat' basis and not as an 'offer for sale' as a result, reserves the right to decline orders for bulk or high value purchases.
As as a guideline your order will be sent to you within 7 working days during very busy periods. International orders will also be sent to you in within 7 working days, we do our best to ship all orders within 24 to 48 hours, delivery times are not guaranteed and are only estimations based on consumer profile, delivery times vary from 1 to 21 working days to be delivered depending upon the speed of the postal service in your country and area.
Tracked service is only available for customers that purchase Tracked, Special or Airsure delivery
International customers - IMPORTANT NOTES to prevent missing parcels
If you have not received a parcel from us 21 working days after it was despatched, please contact us to ascertain it was definitely sent and that we have your correct shipping address.
As with UK shipments, only insured items are traceable and are supplied with a tracking number. As well as being important for tracing your parcel, insurance is also important if an item goes missing en route. (saver and standard shipping is not trackable)
If we send an item to the USA for example, which is NOT insured and then it subsequently goes missing, we cannot supply a refund until we know what happened to the parcel - all undelivered items are returned to us so if this doesn't happen, we have no choice but to assume that the goods arrived and as such cannot offer a refund. If you feel the parcel may have been stolen, you will need to obtain written proof of this from the local postal service.
We will be happy to help with any claim you make through the postal service. As you can see it's probably best if you pay for insured mail given that we are not liable if uninsured items go missing. If uninsured items do go missing, please allow 28 days from despatch date before initiating a claim.
Viplenses.com does not accept any claims for delay as delivery times are not guaranteed, they are obtained by feedback from our customers, we will not be held liable for late delivery using standard shipping,
Please note all parcels sent are proven posted as we obtain a certificate of posting for each parcel, which is then stamped and signed by Royal Mail, however we do suggest you take out insurance for peace of mind, insurance is provided at checkout by using Special Delivery or Air-Sure.
Credit Card Security
At this stage, you will be passed on to a Secure Order Processing page, your details will be encrypted by 128-bit industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details.
We collect only the basic personal details required to process your order. We will not release your name, address, email address or any other information about our customers to any outside party. We will not trade, resell, sell, or redistribute information that you provide to us, to any other companies organisations or individuals.
Your information provided to us during the ordering process is protected by 128-bit industry-standard Secure Sockets Layer (SSL) technology to provide encryption of personal information such as your name, address and credit card details. This server encrypts information while it is being transmitted across the Internet so that unauthorised people cannot read it.
Returns Policy & Guarantee
All of our products come with a no fuss guarantee providing they are unopened. (excluding custom made PE contact lenses)
In accordance with the EU Distance Selling Directive, you are entitled to cancel your order at anytime within 14 days of receiving your goods. The cancellation period ends on the expiry of the period of 14 working days beginning with the day after the day on which the you received the goods. If you wish to cancel an order under these terms, first contact us and then return your products unopened within 14 days of receiving your parcel. (please note we allow 30 days which is a much longer time than 14 days)
Returns are not subject to a handling fee,
We cannot issue exchanges or refunds for products that have been removed from their original packaging. We are not responsible for damage to products that occurs after they have been opened from the containers, we take photographic evidence of every product before it ships any damage will show in photos no matter how small, if however the damage was there before opening and this shows in our photos we will be held accountable and issue a refund or exchange,
Please check your products through the clear containers before opening and should you have any doubts to their condition then please return to the address below, for a full refund or exchange,
Refunds are not issued for late delivery times, we do our best to ship all items within 48 hours and have no control over your local postal services which can cause the delay,
We advise all customers to purchase the insured method of shipping via special delivery or Air-Sure as we cannot be held responsible for parcels that do not arrive via the standard delivery method,
Standard missing parcels have to wait 28 working days so we can ascertain that the parcel is missing and still not in transit this is under the guidance of the postal companies, we obtain a proof of postage certificate with every parcel shipped these are frequently scanned by address at depots worldwide for added security, after 28 working days and additional checks we would be able to refund or exchange missing parcels if the claim is valid, if the claim is fraudulent we will pass the details to local and worldwide law enforcement.
Refunds cannot be issued for incorrect address details given on your behalf, we can only ship to the details given, please double check all address details when purchasing
Exceptions to the right to cancel
Under the Consumer Protection (Distance Selling) Regulations 2000 Section 13 (c): for the supply of goods made to the consumer's specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
Custom made PE contact lenses (Theatrical & Full PE eye) cannot be returned once ordered under the above directive.
Please contact us at the details below:
P.O Box 855
Phone: 0845 245 0503 U.S. & Canada: (0044) 423 923 4897
Unlawful or Prohibited Use
You shall not use this site for any purpose that is unlawful or by any means prohibited under this terms and conditions. You shall not use this site in any manner, which may harm or other parties or adversely affect the site functionality or its use by others. You shall not attempt or obtain from or through this site any information that is not already and intentionally made available from or through it.
All the information on this web site is intended for guidance only. The web site is regularly updated. Products and prices are subject to change with out notice. VipLenses.com owns the copyright in all materials on this site.
Terms of sale
All contents and information on this site including without limitation text, graphic and images, is the property of VipLenses.com or the property of their respective owners and is protected by United Kingdom copyright laws.
All trademarks that appear on this site are the property of their respective owners