Order arrived two weeks late BLK-2026-777900
Order arrived two weeks late, and I was only informed on the expected delivery day. Because of this delay, I was no longer able to request a exchange/return within the allowed time.
The glasses also came in the wrong frame colour. While this may have been an accidental selection, they are non-prescription (only blue light filter), and I simply asked to exchange the same model for a different colour.
After multiple emails and slow responses, no solution was offered, leaving me with no option but to open a dispute. “right of withdrawal” for distance purchases (such as online shopping). This right comes from the Directive 2011/83/EU on Consumer Rights.
Very disappointing customer service. I would not recommend this company if you expect support when something goes wrong.
Vastaus yritykseltä Blickers
Hello,
Thank you for your feedback.
After reviewing your case, we can confirm that the maximum delivery date for your order was the 23rd, and your order was shipped on the 20th, within the estimated timeframe. The delivery took place on the 24th. While we always aim to meet the expected delivery window, any delays caused by the carrier are unfortunately beyond our control.
Regarding your return request, please note that you have 14 days from the date of delivery to request a return. However, the reason why the system does not allow you to proceed is because your glasses include custom-made lenses, which are considered personalised products. This applies whether they are prescription or non-prescription, as the lenses are cut and fitted specifically for your selected frame.
As clearly stated in our Terms and Conditions, personalised items are not eligible for return.
We also confirm that the item delivered corresponds to the model selected at the time of purchase. We understand that the colour may not meet your expectations, and we’re sorry for any disappointment caused. However, in this case, our policy applies as outlined.
Best regards,