Compensation
How do I claim compensation for a product?
If you receive a damaged item or the wrong item a claim must be put in within 7 days upon delivery. Lensme attends to errands of compensation free of charges. As a customer you are responsible of examining your items thoroughly, making sure nothing is wrong them.
When making a claim you use the pre-paid return label found on the back of your invoice. The items must be returned in their original packages and sent in a well wrapped parcel (by post office standards). Any transportation damage, due to bad wrapping, will be debited to you.
It is important that the return/compensation is done correctly, and if there are any questions you are welcome to contact our customer support. Read more about our terms of purchase.
What information must I include when making a claim?
If possible, we prefer that you use the return-label, found on the back of your invoice, when you return any item. If you don't have it, you should return the product with:
-
All information about the product
-
What you experience to be the problem
-
Your customer information. Name, Address and Customer number
Cookies
What is a cookie?
A cookie is a small text file that a site may ask to save on your computer. Cookies are used by many sites in order to give visitors access to certain functions. Information in the cookie may be used to trace a visitors surfing routine.
There are two types of cookies. One type saves a file on your computer for a longer period of time and can be used as a function that shows changes that have occurred on a page since you visited it last. The other type of cookie is called a sessions-cookie. These are saved on your computer up until you close your browser. Session-cookies help to keep track of information, for example they are used to remember what language you have chosen.
How does Lensme use cookies?
At Lensme we only use session-cookies, and only when you log in or register as a new customer. During the log-in/registration session-cookies are used to determine whether the user is active or inactive. A session-cookie always demands activity, and if the user is inactive for more than 10 minutes the session will be ended, and the user will be required to log in again. No cookies will be saved on your computer when you've ended your visit.
Delivery
How are my products packaged and delivered?
How an order is packaged depends on its size and weight. All our parcels are dispatched from Gothenburg( Sweden) . Parcels weighing up to 2 kg are normally sent in durable and padded envelopes. These packages are classed as a-letters and are delivered to your mail box. Packages heavier than 2 kg are sent in cardboard boxes and are classed as trackable packages and are given special tracking numbers. These deliveries require that you either sign for them on delivery, or pick them up at the post office.
How much is the shipping rate?
All orders have an additional shipping fee that depends on the weight and size of the parcel. The current shipping rates are £ 3 or £ 9 including tax. The shipping rate will be displayed in your trolley and the till. There are no additional costs besides shipping.
My order status says that my orders have been dispatched, but I have not received my parcel. Can I trace my package in any way?
If you paid a shipping fee of £ 3 your parcel was sent as an a-letter. This offers the fastest possible delivery, but these parcels are not trackable. We recommend you to check with your local post office, to see if it's there.
If you paid a shipping fee of £ 9 your package was sent as a trackable package. Contact our customer support and we'll give you your tracking number.
Fees
Will I be charged for anything besides shipping?
At Lensme we don't charge extra for handling. You will always be able to see your total, in red, in the upper right corner of our web site.
My Orders
I am uncertain about the status of my order. How can I find out what it is?
Log in to your account and click on "My Profile". Then click on "My Orders" and a list of your recent orders will be displayed. If the information you are looking for concerns older orders than the ones shown, you can search for them through the alternatives at the top of the page. Click on the desired order number and it will be shown. You will see when the order was placed, its status, and what method of payment you chose.
What does the order status"ordered" mean?
This means that we have registered but not yet sent your placed order. If the item is in stock when you place your order, it will be sent before 3pm the same day. If the status is "ordered" for more than one day, it means that we have ordered from our suppliers and we will send it to you on the day we receive it.
What does the status "Error" mean?
On order with this status has not gone through our systems and will not be sent. The reason probably lays in an error that occurred when paying with a card.
Payment methods
What methods of payment are there?
You can pay with VISA or MasterCard.
I have chosen" card" as payment method? But I'm not transferred to any page where I can fill in my card details. What's wrong?
This may happen if you are using a browser (like Safari or Firefox) that doesn't support this function. Our advice is that you try a different browser or a different computer. If problems occur later on during the payment process, you should contact your bank to make sure everything is OK and that they allow for you to make purchases from our web site. If there still are problems, contact our customer support.
Returns
Who pays for shipping if I need to return a product?
If intended to exchange a product that was either damaged, or wrongly delivered, Lensme pays for shipping. If returning an item for money back, the customer pays for shipping. Read more about returns at Lensmes' terms of purchace.
Security
How do the terms of privacy work at Lensme?
At Lensme we work strictly under the Swedish law SFS 1998:204 "Personal Data Act". According to law we must ask your permission to handle and save records about you in our database. By making a purchase through Lensme, you confirm your permission. All personal data, that you give us or that we take part of when you register or visit our site will be handled by Lensme according to the "Personal Data Act"
We safeguard and respect your integrity and we guarantee that all personal information you give us will be handled confidentially. The information will be used with the purpose of completing our undertakings towards you as a customer, to run your credit and in marketing studies. You have the right to take part of all records on you. If they are incorrect, incomplete or irrelevant you have the right to demand the information to be corrected or deleted.
What security do I have when I use my card to make payments at Lensme?
All card payments made at Lensme are made through DIBS, one of Scandinavia's leading companies in payment-systems for on-line stores as well as "physical" shops. DIBS collaborate with all of Scandinavia's leading banks and merchant-account providers and meet all the latest certifications and security demands from merchant-account providers and credit card organizations
If you have chosen to make a credit card payment, and click the "place order" button at the till for Lensme, you will be redirected to DIBS own internet page. In the redirection you will receive a message (as long as you haven't turned off this function on you computer) stating that you are being redirected to a safe page. A symbol of a lock will be displayed at the bottom of your browser.
All traffic at DIBS's web site are encrypted according to the SSL-standard (Secure Socket Layer) This means that all the information (like your name and card number) that is sent between your computer and the web page, cannot be read or made out by any outsider. The pages are also certified and the certification contains information that the page is authentic. The certification composes an id that guarantees that the web page's identity remains unique and cannot be found on any other Internet page. Read more about DIBS at www.dibs.se.