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. For prescription orders, please contact us within 12 hours of placing the order, as customization begins quickly. Please email service@cinily.co.uk with your order number.

Can I change my shipping address?

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?

We are proud to offer Free Standard Shipping on all orders to the United Kingdom and worldwide. There is no minimum purchase required.

How long does delivery take?

  • Order Processing (Customization): 1–2 working days.
  • Transit Time: 5–7 working days for the UK.

Will I need to pay VAT or Customs Duties?

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

How do I track my order?

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

Returns & Refunds

Can I return an item?

Yes — we offer a 30-day returns policy from the date of delivery. Items must be unused and in original packaging.

Note on Prescription Lenses: As prescription lenses are custom-made to your specific vision requirements, they are generally non-returnable unless they arrive faulty or incorrect. Please refer to our full Return Policy for details.

Who pays for return shipping?

Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

Where do I send my return?

Approved returns should be sent to our UK Return Center in Stoke-on-Trent. Please contact us first to receive the necessary Return Authorization.

Contact Us

Need help? Our team is here for you:
📧 Email: service@cinily.co.uk
📱 WhatsApp / Text: +852 9223 1469

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