Top 5 FAQs
- How can I track my order?
When your order is shipped, we'll automatically email you with confirmation, including order tracking information (if applicable). If you can't find this email, please check your 'spam' and/or 'junk' folders. If it isn't there, you can also track your order via our order tracking tool.
- When will my order be shipped?
Orders received (with completed payment) before 3:00pm will be shipped the same day if they are placed on working days (Monday - Friday). Orders placed after these times will be shipped on the next working day, as will orders that are received on weekends or national holidays.
- Why haven’t I received an order confirmation email?
When you place an order via our online store, we automatically send a confirmation email to the email address that was provided to us during the checkout process. If you haven’t received this email, please check your spam/junk folders in the first instance. If you still can’t locate the email, please contact our customer support team via info@crazylenses.com. If your payment was not successful, it is likely that your order was automatically cancelled.
- What is your returns policy?
We are happy to accept any genuine return under our hassle-free returns policy. For full terms & conditions, please click here.
- Is CrazyLenses.com legit?
Yes, CrazyLenses.com is 100% legit! Founded more than 12 years ago, we are leaders in the world of natural, coloured and Halloween contact lenses, and have built a reputation for providing the best products at the best prices. This reputation has enabled us to develop strong connections with some of the world’s best known TV and movie production companies, A-Listers and professional MUAs.
Shipping
- What countries do you ship to?
At Crazy Lenses, we can ship orders to almost any country on the planet. For example, we frequently ship orders to the UK, USA, Canada, Australia, Italy, Germany, France, Spain and many more.
- What shipping options do you offer?
Crazy Lenses offers a range of shipping options that vary depending on your country of residence. You can view a complete list of our shipping options, times, and costs here.
- When will my order be shipped?
Orders received (with completed payment) before 3:00pm will be shipped the same day if they are placed on working days (Monday - Friday). Orders placed after these times will be shipped on the next working day, as will orders that are received on weekends or national holidays.
My Account
- Why isn’t my order showing in my account?
New orders will only show in your online account if you are signed in when you submit them. Unfortunately, if you check out as a guest, they won’t be added to your online account. However, you will still receive a confirmation email after submitting your order, as well as a shipping confirmation email once your order has been processed and shipped.
- How do I reset my password?
Resetting your ‘My Account’ password is quick and easy. Simply click the ‘Forgot Password?’ link and follow the on-screen instructions.
- I didn’t receive my password reset email
If your password reset email hasn’t landed in your inbox within 5-10 minutes, please check your spam/junk folders as it may have ended up there in error. If you still can’t locate the email, you should contact our customer service team via info@crazylenses.com for assistance.
- How do I change my email address?
You will need to contact our team at info@crazylenses.com if you think you have inputted your email address incorrectly. Include your correct email address and, where possible, the email address you would like changed.
Orders
- How can I track my order?
When your order is shipped, we'll automatically email you with confirmation, including order tracking information (if applicable). If you can't find this email, please check your 'spam' and/or 'junk' folders. If it isn't there, you can also track your order via our order tracking tool.
- Why haven’t I received an order confirmation email?
When you place an order via our online store, we automatically send a confirmation email to the email address that was provided to us during the checkout process. If you haven’t received this email, please check your spam/junk folders in the first instance. If you still can’t locate the email, please contact our customer support team via info@crazylenses.com. If your payment was not successful, it is likely that your order was automatically cancelled.
- Can I change my shipping address?
Our order management system is largely automated so there is only a very small window within which we are able to stop an order to amend the address. If you do spot an error with your address or need to change it completely, we recommend you contact us ASAP. Full contact details can be found on our contact us page.
Please note: Once an order has been processed through our warehouse, we are unable to amend or change the address.
- I haven't received my order, what should I do?
In the rare event that your order hasn't arrived within the quoted timescale, please contact our support team via email at info@crazylenses.com
- One of my items is damaged, what should I do?
If one or more of the items from your order are damaged during transit, please contact our support team via email at info@crazylenses.com. When contacting us, please include your order number and a photo of the damaged product.
Returns & Refunds
- What is your returns policy?
We are happy to accept any genuine return under our hassle-free returns policy. For full terms & conditions, please click here.
- Do you have returns labels?
We can send return information on request but are not currently able to offer printable return labels. For further information on returns, you can view our policy here.
- How long do refunds take?
If you have been offered a refund by a member of our customer support team, it may take up to 7 working days to reach your bank account. However, if you have been advised to return one or more items before we can process your refund, it will take up to 7 days from the date that we have confirmed receipt of your items, and only provided they arrive in satisfactory condition.
Please note: Unless otherwise stated, refunds are processed minus the cost of shipping.
