FAQs

FREQUENTLY ASKED QUESTIONS (cinily.co.uk)

If you can’t find the answer below, email us anytime:
📧 service@cinily.co.uk

Orders

Can I cancel my order?

Yes — we can cancel your order before it has been dispatched.
Please email service@cinily.co.uk as soon as possible with your order number.

Can I change my shipping address or order details?

If your order hasn’t been dispatched yet, we’ll do our best to help.
Email service@cinily.co.uk with your order number and the updated details.

Shipping & Delivery

How much is shipping?

  • Worldwide shipping: £4.99

  • Free shipping: orders over £49.99
    (Shipping to Israel and Ukraine is currently suspended.)

How long does delivery take?

Delivery times vary by destination and courier.

  • Estimated delivery: 7–10 working days after dispatch

How do I track my order?

Once your order is dispatched, you’ll receive an email with your tracking link.
If you didn’t receive it, email us at service@cinily.co.uk.

What happens if my parcel is returned as undeliverable?

If a parcel is returned to us due to undeliverable reasons (for example: incorrect address, failed delivery attempts, or unclaimed parcels), we will contact you to confirm the next step.
Depending on the situation, we can:

  • re-ship the parcel (shipping fees may apply), or

  • issue a refund after the return is received and processed.

Taxes & Fees

Will I need to pay VAT, customs duties, or any extra fees?

No. All prices on cinily.co.uk are final.
The total paid at checkout already includes any applicable taxes, customs duties, and import-related fees.
You will not be charged any additional costs upon delivery.

Returns & Refunds

Can I return or exchange an item?

Yes — we offer a 30-day returns policy from the date of delivery.

To be eligible for a return:

  • item must be unused/unworn

  • in original packaging (including accessories)

  • with proof of purchase (order number)

To start a return, email: service@cinily.co.uk
Returns must be approved before sending any item back.

Who pays for return shipping?

Return shipping is the customer’s responsibility unless the item is faulty or incorrect.
Shipping fees are non-refundable.

What if my item is defective or damaged?

Please email service@cinily.co.uk with:

  • your order number

  • a short description

  • clear photos (and video if possible)

We’ll arrange a replacement, exchange, or refund based on the issue.

When will I receive my refund?

Once your return is received and inspected, we’ll email you the result.
If approved, refunds are issued to the original payment method and typically appear within 5–10 working days (depending on your bank/payment provider).

Discount Codes

How do I use a discount code?

At checkout, enter your code in the discount/code field and select Apply.
Only one discount code can be used per order (unless stated otherwise).

Can I use more than one discount code?

No — our system allows one discount code per order.

Contact

If you need help with anything, email us and we’ll do our best to assist:
📧 service@cinily.co.uk

All images, text, and information on cinily.co.uk are the property of Cinily Eyewear and may not be used without permission.