FREQUENTLY ASKED QUESTIONS
Where is my order?
Whenever we dispatch an order, an email is automatically sent to the email you used during the checkout process. This email contains the tracking link provided by the courier, so you can check where your order is and when you can expect it to arrive. Unfortunately we have no control over the couriers directly and can only track your order in the same way you can. 99.9% of order arrive on-time without issue, but occasionally couriers can get it wrong. If you are experiencing difficulties, please contact us on firstname.lastname@example.org and we will look in to it.
Do you ship outside of the UK?
We do ship outside of the UK, to countries and territories listed in our Shipping Policy, however please note that we do not ship Duty Paid, and you may be liable for import duties and sales tax depending on the local import regulations. Your local customs office may hold your order until such duty's and taxes are paid, and if you fail to pay these fees if required, the order may be returned to our office. Unfortunately we are unable to refund the shipping charges in this scenario, but will refund the product costs.
Will the Refractique™ FlexArm hold my lensball from another manufacturer?
All our accessories are rigorously tested with our own lensballs, so we can only guarantee the results if using a Refractique™ lensball. However, we do know of many customers that use the FlexArm with Lensballs from other manufacturers.
I have a problem with my order, what should I do?
If you have an item missing from your order, please contact us immediately and we will determine what has happened. We take quality control very seriously and check all items before dispatch and take a photo of the box content before sealing. In the unlikely event of a product defect, we will either replace the item or refund the item, depending on the individual case.