Shipping policy

Processing Time:

Orders are typically processed within 1-3 business days. Custom prescription lenses may require additional processing time, typically 5-10 business days.

Orders are not processed on weekends or public holidays.

Shipping Methods & Delivery Times:

We offer the following shipping options:

Europe:	2-4 business days
North America:	3-7 business days
Asia:	3-6 buiness days
Rest of the world:	5-10 business days

 

Note: Delivery times are estimates and may be affected by factors beyond our control, including carrier delays and customs processing.

Shipping Rates:

Shipping costs are calculated at checkout based on the shipping method selected and destination. We may offer free shipping promotions for certain orders or locations. Check our website for current offers.

Order Tracking:

Once your order has shipped, you will receive a confirmation email with tracking information. You can track your order using the provided link.

Customs, Duties & Taxes:

For Europe, UK and Switzerland all relevant charges and duties are included in the price you see.

Other countries: We provide VAT exemption for purchases from other countries. Kindly be aware that additional charges such as customs duty and sales tax may apply, contingent upon your region and local customs regulations.

These expenses are the responsibility of the buyer. Vanilla Systems GmbH disclaims any liability for such taxes, charges, duties, etc.

Lost or Delayed Shipments:

If your order is delayed or lost in transit, please contact our customer support team. We will work with the carrier to resolve the issue as quickly as possible.

Damaged or Incorrect Orders:

If your order arrives damaged or incorrect, please contact us within 7 days of receiving your package. We will arrange for a replacement or refund as necessary.

Address Changes & Order Modifications:

Once an order has been placed, modifications may not be possible. Please double-check your shipping address at checkout. If an address change is required, contact us immediately, and we will do our best to accommodate your request.

Contact Us:

For any questions regarding shipping, please reach out to our customer support.