Last updated: 2 November 2026
We want you to know what happens between placing an order and receiving your eyewear. This policy applies to physical products purchased from OpticMerge. Any specific delivery service and estimate shown at checkout form part of your order information.
1. Where we deliver
Available destinations and shipping services are shown at checkout after you enter your address. If a destination is not offered, please contact us before ordering. We do not promise delivery to every country or postcode.
2. Processing and dispatch
Our usual processing estimate is 4–7 business days after payment is confirmed. Business days exclude weekends and applicable public holidays. Processing includes order checks, preparation and handover to the delivery network. An order confirmation or the creation of a tracking label does not, by itself, mean a parcel has been dispatched.
3. Delivery estimates
Unless a different estimate is shown for your selected service, standard transit is generally estimated at 12–15 days after dispatch. Processing time is additional. During high-volume periods such as Black November, some deliveries can take 25–35 days. These are estimates, not guaranteed arrival dates. If an express service is available, its applicable estimate and price are shown at checkout.
Customs checks, carrier disruption, severe weather and remote destinations may affect delivery. If a particular arrival date is essential, contact us before purchasing. We will tell you if we learn of a material delay and explain your available options.
4. Shipping charges and taxes
Shipping charges, available services and the total payable are displayed before you submit your order. Free shipping applies only where it is expressly offered for your order and destination. Applicable taxes collected by us are shown during checkout. Import duties or charges not collected at checkout may be assessed by local authorities; where these apply, we will provide the information available for your destination. We do not make a blanket promise that all international import charges are prepaid.
5. Fulfilment and separate parcels
Orders may be fulfilled through our fulfilment partners. Dispatch location and routing depend on the product and destination. Multiple items may arrive separately. We remain your point of contact for the purchase and for delivery issues; using a fulfilment partner does not transfer our responsibilities to you.
6. Tracking
Where tracking is available, we send a tracking link when shipment information is issued. Carrier scans may take a few days to appear. A period without a new scan does not necessarily mean a parcel is lost. Use the tracking link in your shipping email or visit our order help page.
7. Address changes and unsuccessful delivery
Check your address before paying. Contact us promptly if it needs correction; changes cannot always be made after dispatch. If delivery fails or a parcel is returned, we will investigate the reason and discuss an appropriate solution. Any reasonable redelivery charge will be explained before you agree to it. We do not apply an automatic penalty or retain your payment without reviewing the circumstances.
8. Delayed, missing or damaged parcels
Contact help@opticmerge.com with your order number if a delivery estimate has passed, tracking appears inconsistent, or your parcel arrives damaged. Photographs can help an investigation, but we will consider other evidence where photographs are unavailable. We will work with the carrier and explain whether the next step is further tracing, replacement or refund. A tracking status marked “delivered” is not, on its own, a reason to dismiss a genuine non-receipt report.
9. Your rights
Nothing in this policy limits mandatory consumer rights relating to delivery, loss, cancellation or refunds. If we cannot deliver within the agreed time, or an applicable legal deadline, you may have a right to cancel and receive a refund. Risk in the goods passes as required by applicable consumer law.
OpticMerge Eyewear is a trading name of GFL ENTERPRISE LTD, a company incorporated in England and Wales, company number 17456702. Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Contact: help@opticmerge.com.