Returns & Refunds (cinily.co.uk)

30-Day Returns

We offer a 30-day return policy. This means you have 30 days from the date of delivery to request a return.
If 30 days have passed since delivery, unfortunately, we can’t offer a refund or exchange.

Return Eligibility

To be eligible for a return, items must be:

  • Unused, unworn, and in the same condition as received.
  • Returned with all original packaging and included accessories (case, cloth, inserts, etc.).
  • Accompanied by proof of purchase (order number / receipt).

Non-Returnable Items

For hygiene and customisation reasons, the following items are not eligible for return, unless they arrive faulty or incorrect:

  • Prescription or custom-made lenses (including progressive, photochromic, tinted, or made-to-order options).
  • Items marked Final Sale / Clearance (where stated).
  • Gift cards.
  • Digital/downloadable products (if applicable).

How to Request a Return

To start a return, please email our support team first:
📧 service@cinily.co.uk

Please include:

  1. Your order number.
  2. The item(s) you’d like to return.
  3. The reason for return (optional but helpful).
  4. Photos if the item is damaged/incorrect.

Important: Returns must be approved before sending anything back. Returns sent without prior approval may be refused and returned to the sender.

Refunds

Once your return is received and inspected, we will email you to confirm whether your refund is approved.
If approved, the refund will be automatically applied to your original payment method. Refunds typically appear within 5–10 working days (depending on your bank or card provider).

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account again.
  2. Contact your credit card company (it may take some time before your refund is officially posted).
  3. Contact your bank (there is often some processing time before a refund is posted).

If you’ve done all of this and you still have not received your refund, please contact us at service@cinily.co.uk.

Exchanges (Faulty / Damaged Items Only)

We only replace items if they are defective, damaged, or incorrect upon arrival. To request an exchange for the same item, email us at service@cinily.co.uk.For faulty or incorrect items, we will cover the return shipping costs or provide a pre-paid return label.

Return Shipping Costs

  • Return shipping costs are the customer’s responsibility unless the item received is faulty or incorrect.
  • Original shipping charges (if any) are non-refundable.
  • We strongly recommend using a trackable shipping service and keeping proof of postage. We cannot guarantee receipt of returns sent without tracking.

Returns Address

To ensure your return is processed accurately, please contact us at service@cinily.co.uk to receive a Return Authorization first.

Approved returns should be mailed to our UK Return Center:
Cinily Returns Department
Unit 8, Willow Row, Longton,
Stoke-on-Trent, Staffordshire, ST3 2PU, UK

(Note: Do not send items to this address without prior email approval.)