Return and exchange

Order cancellation:
Cancelling an order is possible if you contact us within 24 hours from your order date / time.
Please note that order cancellation is not possible for any order that has been dispatched and also not possible for lenses with prescription.
Should the cancellation be compulsory, the request will be treated as a Return.
A cancellation penalty charge will be levied which is 15%. This percentage of your total order amount and shipping fee will not be refundable / is non-refundable.

Returns:
Please note that we do not accept returns due to dissatisfaction on color preferences or products that have been opened for use.
When returning an order the customer needs to send back the entire product accompanied by all original content in order for the return to be accepted.
When returning an order without its original packaging iCutie will have to charge fees accordingly.
In case this is not possible an agreement can be made by contacting the customer service.

Exchange product:
Exchange is not eligible for items that are not in original condition or have been opened for use.
Please note that return and resend shipping cost are borne by customers.
As soon as we receive your order back at iCutie in proper shape we will send the new product to the customer.
Products that are in stock will be sent to the customer within 2-3 business days.

Excluded products:
In relation to hygiene, we will not be able to take back opened/used contacts.
We are also unable to return prescription contacts since these have to be specially made for the user.

Faulty or damaged product:
We at iCutie spend countless hours making sure our products are properly packaged and in perfect shape when sending.
Should it happen that you receive a wrong item or damaged item, please contact our customer service.
We will then be able to come up with a fitting solution for the problem.
In case of the lens being torn/broken/expired the customer is permitted to take a photo of the lenses as proof in order to recieve a replacement product. Without a photo, iCutie will be unable to replace the original product.
Returned defective products will be inspected thoroughly.
The exchange and return policy of iCutie will not take back any products that show signs of usage.

Refunding money:
A refund will be sent as soon as the returned order is back at iCutie in proper shape and is processed in our system.
Refunds can take up to 15 business days to show on your account due to varying processing times between payment providers.
All refunds will be made in EUR and we will not be liable for any losses incurred as a result of currency fluctuations or exchange rates.