SHIPPING POLICY

We strive to process and deliver all orders efficiently. Please review our shipping guidelines below:

• We aim to deliver all orders within 1-3 business days. However, if your lenses are being ordered from overseas, the delivery timeline will be 4-5 weeks.
• We are able to ship countrywide. The delivery fee will be calculated upon receipt of the customer’s exact address.
• For any orders above 3000 Ksh, we provide free delivery, given the address is within Nairobi.
• Our deliveries are made during business hours (9am-5:30pm). Kindly ensure that someone is available to receive your package.
• We will not be liable for any incorrect addresses provided. If an incorrect address is supplied, the customer will be responsible for any additional shipping charges incurred.

For any further inquiries regarding shipping, please contact our customer service team at 0797736030 or info@eyecarekenya.com

Return/Exchange Policy

If you have a change of heart with your online purchase for any reason, please call us at 0797-736-030 or email us at info@eyecarekenya.com. Here are the conditions of a return/exchange:

• If you want to make an exchange or return, you must contact us within 48 hours.
• We cannot accept the return of an item that has been personalized or made to a customer’s specifications, including prescription eyewear. In such cases, the frame can be exchanged for another style. Prescription lenses are non-refundable and non-returnable.
• In the case of non-prescription sunglasses, please contact us for a return. The item must be unworn and in its original, undamaged condition.
• Contact lenses cannot be returned once the box has been opened or tampered with.
• All items are to be returned including the glasses, case, and cleaning cloth.
• Your items must be returned to us within 3 business days in their original packaging and without any damage or scratches.
• We do not accept returns for damaged products. Please inspect the frames and lenses carefully upon delivery and if necessary, reject them on the spot.
• Currently, we do not offer exchanges through our online store. If you wish to exchange a product, you can visit your nearest Eyecare Consultants Store.
• If you have used your insurance benefits for a frame and/or lenses, those benefits will not be reinstated. On the rare occasion you are unhappy with your purchase, kindly contact us within 48 hours for an in-store credit or exchange on the frame. Prescription lenses are non-refundable.

Please note that we will not be held liable for any damages or issues with your purchase if we are not contacted within 48 hours of delivery.

Repairs and Adjustments Policy

• For eyewear purchased at our stores or anywhere else, we do not charge for basic adjustments. However, there is a small fee to cover replacement parts (eg. screws, nosepads, temple tips, etc).
• The utmost care will be taken in handling a patient’s frame. However, please be advised that as the frame ages, the risk of breakage during adjustment increases and despite our best efforts to inspect all frames before adjusting, unexpected breakage may occur. If the frame is out of warranty or not purchased at our store, all adjustments and repairs are done at the patient’s risk.
• All our frames come with a 1-year warranty against manufacturer defects. They are not warranted against accidents or abuse. Our team will use their discretion in determining whether a manufacturer will consider if any damage was a result of a defect. However, the manufacturer will be the final judge.