FAQs

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 new order tracking tool.

When will my order be shipped?

Orders from the United States, Canada and Australia that are received before 3:00pm GMT will be shipped the same day. All other orders, including those from the UK, Ireland, mainland Europe and New Zealand, will be shipped the same day if placed before 3:00pm GMT. 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 within 5-10 minutes, 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.

What is your returns policy?

We are happy to accept any genuine return under our hassle-free 14-day returns policy. For full terms & conditions, please click here.

Is CrazyLenses.com legit?

Yes, CrazyLenses.com is 100% legit! Founded in excess of 12 years ago, we are pioneers 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 have warehouses in the UK, Spain and the USA, but can ship orders to almost any country on the planet. For example, we frequently ship orders to the UK, USA, Mexico, Canada, Australia, New Zealand, Switzerland, Italy, Germany, France, Saudi Arabia, Iran, Israel, Russia, India, Jamaica, Brazil, South Africa 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.

Where do you ship orders from?

Orders from the United States, Canada and Australia are shipped directly from our warehouse in the United Stated. All other orders, including those from the UK, Ireland, mainland Europe and New Zealand, are shipped directly from our warehouse in South Yorkshire, United Kingdom.

When will my order be shipped?

Orders from the United States, Canada and Australia that are received before 3:00pm GMT will be shipped the same day. All other orders, including those from the UK, Ireland, mainland Europe and New Zealand, will be shipped the same day if placed before 3:00pm GMT. 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 guest, they won’t be added to your online account. However, you will still receive a confirmation email within 5-10 minutes of 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 my 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?

Changing your email address is quick and easy. To get started, click here, then sign into your account and click the ‘edit’ link alongside your contact details. Type your new email address, then click ‘save’.

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 new order tracking tool.

Why haven’t I received an order confirmation email?

I 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 within 5-10 minutes, 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.

Can I change my shipping address?

Because our order management system is largely automated, 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 give us a call 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 unlikely event that your order hasn't arrived within the quoted timescale, please contact our support team via email on 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 live chat by clicking here or send an email to info@crazylenses.com and we'll aim to arrange a speedy replacement. 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 14-day returns policy. For full terms & conditions, please click here.

Do you have returns labels?

We unfortunately, don’t operate returns labels. For further information on returns, you can view our policy here.

How long do refunds take?

If you have been promised a refund by a member of our customer support team, it may take up to 7 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.