Shipping policy
Last updated: April 2026
Section 1 - Order Processing
We aim to process and dispatch all orders within 1–2 business days of receiving payment confirmation. Orders are processed Monday to Saturday. Orders placed on Sundays or UK public holidays will be dispatched on the next available business day.
You will receive an order confirmation email immediately after placing your order, followed by a dispatch confirmation email with your Royal Mail tracking number once your order has been shipped. During busy periods, dispatch times may be slightly longer and we will communicate any significant delays via email.
Section 2 - UK Delivery Options
Standard Shipping — Royal Mail Tracked 48
Estimated delivery: 2–3 business days after dispatch
Cost: Free on orders over £25 / £2.99 on orders under £25
Express Shipping — Royal Mail Tracked 24
Estimated delivery: 1–2 business days after dispatch
Cost: £4.99 on all orders
Delivery times are estimates provided by Royal Mail and are not guaranteed. Occasional delays may occur due to high postal volumes, adverse weather, or other circumstances outside our control. Lensora is not responsible for delays caused by Royal Mail once an order has been dispatched.
Section 3 - Tracking Your Order
All orders are sent with Royal Mail tracking. Your tracking number will be included in your dispatch confirmation email. You can track your parcel at royalmail.com. If you have not received your dispatch confirmation email within 3 business days of placing your order, please check your spam folder before contacting us at hello@lensora.uk.
Section 4 - Packaging
Every Lensora order is packed with care. Your kit is wrapped in black tissue paper, sealed with a Lensora sticker, placed inside the matte black gift box, and shipped in a clean white mailer box. We aim to minimise packaging waste where possible.
Section 5 - International Shipping
We currently ship to the UK only. We are working on expanding internationally. Sign up to our newsletter at lensora.uk to be notified when international shipping becomes available.
Section 6 - Missing or Undelivered Parcels
If your tracking information shows your parcel as delivered but you have not received it, please take the following steps:
- Check with neighbours in case it was left with them
- Check any safe places around your property
- Check with your local Royal Mail delivery office
- Allow up to 24 hours as tracking updates can occasionally be delayed
If after 24 hours your parcel still has not been located, please email hello@lensora.uk with your order number. We will raise an investigation with Royal Mail on your behalf. Royal Mail investigations typically take 5–10 working days, after which we will arrange a replacement or refund as appropriate.
Please note: if your tracking shows the parcel was delivered and signed for, or left in a safe place as instructed, Lensora cannot be held responsible. We recommend ensuring your delivery address is secure and accessible.
Section 7 - Failed Delivery Attempts
If Royal Mail is unable to deliver your parcel, they will leave a card with instructions for collection or redelivery. If a parcel is returned to us due to an incorrect address or failure to collect, we will contact you to arrange redelivery. Additional shipping charges may apply.
Please ensure your delivery address is entered correctly at checkout. We are unable to amend delivery addresses after an order has been dispatched.
Section 8 - Damaged in Transit
If your order arrives visibly damaged, please email hello@lensora.uk within 48 hours of delivery with a photograph of the damaged packaging and product. We will arrange a free replacement or full refund as quickly as possible.
Section 9 - Contact
Email: hello@lensora.uk
Website: lensora.uk
We aim to respond to all enquiries within 1 business day, Monday to Friday.