EYECRAFT · Customer care
Return & Refund Policy
How to request a return, exchange or help with an order that arrived damaged.
Last updated: 13 September 2026
Request window
Contact us within 7 days of delivery to request an eligible return or frame exchange. Please wait for approval and return instructions before sending anything back.
Frame returns and exchanges
If your frame is not to your liking, you may request an exchange. Eligible non-custom items may also be returned for a refund under this policy. Items must be unused, unworn and in their original condition, with packaging, tags, accessories and proof of purchase.
Custom lenses and excluded items
Prescription and powered lenses, including progressive, bifocal and other custom lenses, are made specifically for each customer and cannot be returned, refunded or exchanged for a change of mind. Contact lenses, sale items and gift cards are also excluded from change-of-mind returns. These exclusions do not remove applicable rights relating to defective or incorrectly supplied goods.
Damage, defects or wrong items
Inspect your order when it arrives and record an unboxing video to document its condition. Contact us promptly with your order number, video and details of the issue. Please retain the product and packaging while we review your claim. If a video is unavailable, contact us with the evidence you have so we can assess the issue.
How to send a return
Email info@eyecraft.pk or contact WhatsApp +92 308 0499043 with your order number and reason. Once approved, follow the instructions we provide. The standard customer-paid return shipping fee is Rs. 200; for damaged or incorrectly supplied items, contact us first so we can confirm the appropriate arrangements.
Order cancellations
Contact us as soon as possible, preferably within one day of ordering. Custom-lens orders can only be cancelled before cutting and fitting begin; a request within one day does not guarantee cancellation if production has already started.
Refund timing
Approved refunds are processed within 5–10 business days after the returned item is received and inspected. Refunds normally go to the original payment method. For cash-on-delivery orders, our team will confirm a suitable bank or mobile-wallet method with you. Your payment provider may require additional time. Contact us if more than 15 business days have passed since approval.
Return address
Gujja Peer Road, Razzaq Colony, TajPura, Lahore Cantt, Pakistan. Contact us for approval and confirmation of the return instructions before dispatch.
