Why is my delivery delayed?


At Lenstore, we pride ourselves on ensuring your orders are dispatched promptly.
However, occasionally, circumstances arise that might delay your order. If your lens prescription is highly sought after, or there's a delay in the production schedule at the manufacturer’s end, your dispatch might take a little longer.

Once Dispatched:

When your order is on its way, we'll notify you via email, providing tracking details. This email will have a link allowing you to track your order's journey.

Potential Reasons for Delivery Delays:

  • Overload at the courier’s local hub.
  • Courier strikes.
  • Restricted access at your property hindering delivery.
  • Incorrect address chosen during checkout.

Should you experience a delay, please consider the following:

Address Verification:

Double-check if the right delivery address was provided. Once dispatched, we cannot change the address. If a package returns to us, we'll touch base with you to organize a redelivery.

Courier Communication:

Look out for any delivery attempt notes. Your package might be waiting for you at a local collection point. Remember to carry the tracking reference and an ID for collection.

Tracking Page Updates:

Keep an eye on your order's tracking page. Sometimes there are options to modify your delivery. Simply log into your account, navigate to ‘Order history,’ and select your current order. The tracking reference will guide you to your courier's tracking page.

Delivery Expectations:

  • For UK orders, while we aim to deliver the day after dispatch, standard delivery can sometimes take up to three working days. Investigations into delays will commence after this period.
  • For international orders, allow up to 15 working days for your parcel to arrive.

For tracking specifics, kindly refer to our How can I track my order? article.

On the Topic of Delayed Dispatch:

If we're out of stock on your specific contact lens prescription, we would've informed you during the checkout and via your registered email. If the expected delivery date we’ve given you has passed or we’ve emailed you to inform you of a delay, feel free to reach out by clicking here. We'll liaise with our warehouse team to provide an estimated dispatch date for your order. Please understand that these occasional setbacks often arise from supply challenges on the manufacturer's end.

If you are happy with the information provided in this article and you click ‘YES’ when prompted "Does this article answer your question?" you won’t be contacted by our support team regarding your enquiry. If you need further assistance, please select the option ‘No, I need help’ and make sure you submit your email address.