Shipping, refunds & cancellations

1. Who fulfils your order

Products and services are fulfilled by independent partner stores unless we state otherwise. OPTOKART helps you discover and connect; the partner sets final availability, pricing at checkout, and fulfilment obligations.

2. Shipping & express delivery

Where we display an express delivery window (including messaging such as "3-hour delivery"), it applies only to eligible areas, products, and times of day shown on the product or checkout screen. Factors include store hours, courier capacity, prescription or custom lens work, and weather or traffic.

Standard delivery may apply outside express windows. You will see estimated timelines before you confirm an order.

3. Cancellations

• Before the store accepts or begins processing: you may cancel where the checkout flow allows, or by contacting the store/OPTOKART support promptly.
• After custom work (e.g. prescription lenses cut) has started: cancellation may be impossible or may incur charges — the partner's policy applies.

4. Refunds & returns

Refund and return eligibility depend on the product type (e.g. sealed contact lenses vs custom prescription spectacles) and the partner's policy, subject to applicable consumer law. Defective or incorrect items should be reported immediately with photos where helpful. We will help route you to the correct store or resolution channel. For a dedicated overview, read the refund policy. Payment mechanics are in online payment terms.

5. Failed delivery

If a courier cannot complete delivery (wrong address, unreachable recipient), the order may be returned to the store. Additional delivery fees or restocking terms may apply as disclosed at purchase.

6. Contact

For help with an order: start with the store listed on your confirmation, or reach OPTOKART support.