Claims and returns

Make a claim

If you are experiencing any kind of problem with the goods you've purchased, simply log in to your customer account and make a new claim under "Claims / Returns" tab by clicking the Claim / Return button for the preferred item.

Make a new claim

Properly pack the goods

We require that you return the complete product wiithout any missing components. For glasses this includes the case, the outer box, everything inside the box, any cleaning cloths, and any identifying stickers or tags. Please pack faulty goods in a stiff box and send it by registered post. This is to prevent damage during transport. Place lenses in a case with solution and close it firmly to prevent them from drying out. You will need to send the lenses and ALL packaging, including original box and any remaining, unopened blisters.

Attach a copy of the purchase receipt

To ensure a smooth claim process, please include a copy of your invoice with your return.
If you did not use our online form to make your claim, your return should be accompanied by a letter stating your contact details and order number, as well as description of the product's defect.

Send us the goods

Once you submit a new claim through our online form, send a properly packaged package to the address provided:

Alensa.com.mt
Dragonara Business Centre
5th Floor, Dragonara Road
St. Julian’s
STJ 3141
Malta

For your records, please obtain a receipt or proof of return when sending your parcel back. If your claim is approved, we will reimburse you for the return shipping costs. During the statutory cancellation period, customers are responsible for covering the return shipping costs.

Wait for your claim to be processed

Our claims department will need time to process your complaint. You can easily check the status and progress of your claim here.

Monitor the claim status

Processing information

We'll keep you updated on any changes or updates to your claim via email.
Please note that the return procedure will take slightly longer when returning sunglasses and prescription glasses. This is due to the fact that the authenticity and condition of returned sunglasses must first be thoroughly investigated and verified by our main stock department.
We strive to verify all returns within 30 days.

Information about claims

For custom-made prescription eyeglasses complaints, please contact our customer service team. We'll review your case and do our best to assist you.
For other types of glasses (sunglasses, sports glasses, computer glasses, frames with demo lenses, etc.), we require that you return all included accessories as well (cloths, sun clips, cases, etc.).

For TopVue contact lenses, you can take advantage of our Money-back Guarantee.


Information on returning goods

Return glasses with custom-made prescription lenses: this can only be done within the 30-day withdrawal period. Prescription lenses are manufactured based on specific individual requirements and are, therefore, not eligible for returns. Only the frames qualify for a possible refund.
For prescription eyeglasses, if you wish to withdraw from the purchase agreement, please contact us at +356 2034 1513. We will do everything in our power to accommodate your request.
When returning glasses (sunglasses, sports glasses, prescription eyeglasses, etc.), we require that you send us all included accessories as well (cloths, sun clips, cases, etc.).

All the necessary information can be found in the Terms and Conditions in the sections: