SHIPPING & RETURNS POLICY — DIRTY LENS
Last updated: 26/07/2026
Before you publish this: Macedonia, Albania, and Serbia all have consumer protection laws (aligned with the EU Consumer Rights Directive) that give online shoppers a mandatory 14-day “right of withdrawal” on standard purchases — this cannot be waived by a store policy, however it’s worded. Kosovo’s framework is similarly EU-aligned, though we recommend confirming the exact current rule with a local lawyer. This policy is written to be as seller-favorable as legally possible: no returns outside that mandatory window, and no returns at all on custom/prescription orders once production begins (a recognized legal exception for personalized goods). Have a lawyer review this before publishing, especially the return-window and defective-goods sections.
Shipping
Where we ship
We currently ship to Macedonia, Albania, Kosovo, and Serbia.
Processing time
Orders are processed within [X business days] of confirmation.
Delivery time
Estimated delivery is [X–X business days], depending on your location and courier availability.
Delivery cost
[Delivery fee amount, or “Free delivery on orders over X”, or per-country breakdown.]
Cash on delivery
We currently accept cash on delivery only. Payment is made in cash to the courier at the time of delivery. Please have the exact amount ready if possible.
Tracking
[How the customer tracks their order — e.g., “You’ll receive an SMS/call from the courier before delivery” or a tracking link if your courier provides one.]
Failed or missed deliveries
If you’re unavailable at the time of delivery, our courier will [attempt redelivery X times / contact you to reschedule]. If an order is refused or cannot be delivered after [X] attempts, it will be returned to us, and [state your policy — e.g., “a redelivery fee may apply” or “the order will be cancelled”].
Returns & Right of Withdrawal
Your legal right to cancel (14 days)
If you order standard, non-personalized eyewear (e.g., ready-made sunglasses or non-prescription glasses), you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. This is a legal right under consumer protection law in Macedonia, Albania, Kosovo, and Serbia, and applies regardless of anything else stated in this policy.
To exercise this right:
- Contact us at [returns@dirtylens.com] within 14 days of delivery, clearly stating you wish to withdraw from your purchase.
- Return the item to us within 14 days of notifying us, in its original, unused condition and original packaging where possible.
- You are responsible for the cost of returning the item, unless we tell you otherwise.
- You are liable for any reduction in the item’s value caused by handling it beyond what’s needed to check it (i.e., try it on, don’t wear it out).
Refunds for a valid 14-day withdrawal will be issued within 14 days of us receiving the returned item, or of you providing proof it was sent, whichever is earlier. Because we use cash on delivery, refunds are made by [bank transfer to the account you provide / another method — specify], not by reversing the original payment.
Outside the 14-day window
Once the 14-day withdrawal period has passed, we do not accept returns or offer refunds or exchanges, except where the item is faulty, damaged, or not as described (see below).
Custom and prescription orders
Eyewear made to your prescription or personal specifications is excluded from the right of withdrawal once production has started, as permitted under consumer protection law for personalized goods. Please double-check your prescription and order details carefully before confirming — these orders cannot be cancelled, returned, or refunded once we begin manufacturing, except in the case of a defect or manufacturing error.
Faulty, damaged, or incorrect items
If your order arrives faulty, damaged, or different from what you ordered, you’re entitled to a repair, replacement, or refund under the legal guarantee that applies in your country — separately from, and in addition to, the 14-day withdrawal right above. This legal guarantee typically lasts well beyond 14 days (commonly one to two years, depending on the country) and cannot be waived by this policy.
To report a fault or error, contact us at [returns@dirtylens.com] with your order number and photos of the issue, within a reasonable time of noticing it.
Order cancellation before dispatch
You can cancel an order for a full refund any time before it has been dispatched — contact us as soon as possible at [contact email/phone] to request this.
Contact Us
Questions about shipping, an order, or a return?
Dirty Lens [Contact email] [Contact phone]
