We want you to be completely satisfied with your purchase. Here is everything you need to know about shipping, returns, and refunds.
Shipping
We currently ship to all EU member states from our workshop in Formia, Italy. Orders are processed within 1-2 business days. Standard delivery takes 3-7 business days depending on your location. You will receive a tracking number by email once your order ships.
60-Day Satisfaction Guarantee
If you are not satisfied with standard catalogue lenses for any reason within 60 days of delivery, contact us at support@thelensking.com for a full refund or exchange. Simply return the lenses in their original condition and we will process your refund within 5 business days of receiving the return. This is a voluntary commercial guarantee, in addition to and without limiting your statutory rights below.
14-Day Right of Withdrawal (EU Law)
Under EU Directive 2011/83/EU and the Italian Consumer Code (Codice del Consumo, Articles 52–59), you have the right to cancel your order within 14 days of receiving the goods, without giving any reason. To exercise this right, contact us by email before the 14-day period expires; a model withdrawal form is available on request. You must return the goods within 14 days of notifying us. The goods must be unused and in original packaging. We will refund all payments, including standard delivery costs, within 14 days of being informed of your decision to withdraw; we may withhold the refund until we have received the goods back or you provide proof that you have returned them. Refunds are issued to your original payment method. Return shipping costs are your responsibility.
Defective or Non-Conforming Products
If you receive a product that is defective or does not conform to your order (wrong colour, wrong size, manufacturing defect), contact us immediately. We will arrange a replacement, repair, or refund at no cost to you, including return shipping for the item. Under EU consumer law (Directive (EU) 2019/771), you benefit from a legal guarantee of conformity of at least 2 years from delivery.
How to Return
1. Email support@thelensking.com with your order number and reason for return.
2. We will confirm your return and provide instructions.
3. Ship the lenses back in their original packaging.
4. Refund is processed within 5 business days of receiving your return (satisfaction guarantee) or within the statutory period (withdrawal).
Custom Cut Returns
Lenses cut to measure for a frame you supply (our Custom Cut Service) could be excluded from the statutory right of withdrawal under Article 59(c) of the Italian Consumer Code, but we choose to extend our full return policy to them: Custom Cut orders are covered by the same 60-day perfect-fit guarantee and can be returned on the same terms as our catalogue products. This does not affect your rights if the product is defective or non-conforming: defective custom-cut lenses are always covered by the legal guarantee of conformity.
