FAQs
Frequently Asked Questions
If you cannot find the answer below, contact us at service@cinily.co.uk.
Orders
Can I cancel or change my order?
Please contact us as soon as possible with your order number. Whether a cancellation or change is possible depends on the status of the order. Prescription and custom-made lens orders may enter production quickly, so changes may not be possible once preparation has begun. We will confirm the available options by email.
Can I change my delivery address?
Contact us as soon as possible with your order number and the complete corrected address. We will confirm whether the address can still be changed before dispatch.
Shipping and Delivery
Where does Cinily ship?
Cinily ships to destinations currently available at checkout. If your country or region cannot be selected at checkout, we do not currently ship there.
How much does shipping cost?
The available shipping options and the amount charged for your delivery address are shown at checkout before you place your order.
How long will delivery take?
Processing and delivery times depend on the items ordered, destination, selected shipping option, customs processing, and local carrier conditions. Prescription or custom-made lenses may require additional preparation time. Please review the information shown at checkout and our Shipping Policy before placing an order.
Will I need to pay taxes, duties, or destination charges?
How taxes, duties, and destination-specific charges are handled depends on your delivery destination and shipping option. Please review the information shown at checkout before completing your purchase. If a carrier contacts you about an unexpected payment request, contact us before making a payment so we can review the order and assist.
How do I track my order?
After dispatch, we will provide available tracking information by email. If you need help locating an order update, contact us with your order number.
Returns and Refunds
Can I return an item?
Eligible non-custom items can be returned within 30 days of delivery, including for a change of mind or style preference. Items must be unused, unworn, in the same condition as received, and returned with their original packaging and included accessories.
Who pays for return shipping?
Cinily covers reasonable standard return shipping for eligible non-custom returns requested within the 30-day return window. Where available, we provide a pre-paid return label. If a label is not available for your location, we provide return instructions and reimburse reasonable standard return postage after proof of postage is received. Customers are responsible only for extra costs caused by an upgraded, express, or unapproved return method.
Can I return prescription or custom-made lenses?
Prescription and custom-made lenses are made to order and are not eligible for a change-of-mind return. This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.
How do I request a return?
Email service@cinily.co.uk with your order number, the item or items you wish to return, and the reason for return. Please contact us before sending anything back so we can provide the correct return instructions. For complete details, read our Returns and Refunds Policy.
When will I receive my refund?
After we receive your return, we will review it and confirm the outcome by email. Approved refunds are issued to the original payment method. Your payment provider may take additional time to make the refund available in your account.
Contact Us
For order, prescription, shipping, return, or refund help, email service@cinily.co.uk.