Shipping & Returns
Everything you need to know about delivery, exchanges, cancellations and returns at GiliLens
Express delivery
For an additional fee
1โ3 business daysFree shipping
On orders of
โช200 or moreCancellations and returns
Subject to our terms and the law
Within 14 days๐ Shipping
Shipping costs
๐ Free shipping on orders of โช200 or more.
- Free shipping: on orders of โช200 or more. For smaller orders, the shipping fee is shown at checkout.
- Express delivery: available for an additional fee.
- Self-pickup: free from our warehouse at HaHaroshet 48, Karmiel. Items in stock can be collected on the spot.
Delivery times
Delivery times are counted from order confirmation:
- Express delivery (paid): 1โ3 business days
- Delivery to a pickup point: 3โ5 business days
- Standard home delivery: up to 7 business days
- Special-order lenses: 7โ14 business days
- Custom-made eyeglasses: 10โ21 business days
๐ก Business days are Sunday to Thursday and do not include Fridays, Saturdays, holiday eves or holidays.
The delivery process
Order confirmation
An order confirmation is sent by email once your order is complete.
Order preparation
Your order is checked, prepared and packed.
Dispatch
Once the parcel is handed to the courier, you will receive an update, subject to the courier's tracking system.
Delivery
Your order should arrive according to the delivery method you chose: 1โ3 business days for express delivery, 3โ5 business days to a pickup point, and up to 7 business days for standard home delivery.
Delivery areas
We ship to customers throughout Israel. Remote areas or areas with access restrictions may experience delays or require additional coordination.
โ ๏ธ Please make sure the shipping address and phone number in your order are correct and complete. Incorrect or missing details may delay your delivery or cause the parcel to be returned.
โฉ๏ธ Cancellations, returns and refunds
Right to cancel
You may request to cancel a transaction within 14 days of receiving the product or of receiving the transaction details document, whichever is later, subject to the Israeli Consumer Protection Law and applicable law.
Senior citizens, new immigrants and people with disabilities may cancel a distance sale within four months, in the cases and under the conditions set by law. GiliLens may request appropriate documentation to verify eligibility.
โ If a product is defective, does not match the order or there was an error on GiliLens' part, no cancellation fee will be charged and the customer will not bear the cost of returning the product.
Return conditions
To help us handle your request quickly, please return the product, where possible, complete, undamaged and unused, in its original packaging, together with the invoice, order confirmation or other proof of purchase.
Opening the packaging, using the product, or damage to the product or its packaging may affect whether it can be returned or the amount refunded, depending on the type of product and the law.
Contact lenses, solutions and sealed products
Return requests for contact lenses, solutions and similar products will be handled when the product has been stored properly, has not been used, and its original sealed packaging has not been opened or damaged.
If the packaging has been opened or damaged, the request will be reviewed according to the circumstances and the law. This does not affect the customer's rights in the case of a defect, a mismatch or a product supplied that does not match the order.
Custom-made products
A product made specifically for the customer according to a prescription, measurement or personal requirement cannot be cancelled or returned once production has begun, subject to the law. This may include prescription lenses and custom-made eyeglasses.
How to request a cancellation or return
- Contact us: provide your full name, order number, phone number, the product you wish to return and the reason for your request.
- Receive instructions: our service team will review your request and explain the next steps.
- Pack the product: pack the product carefully, in its original packaging where possible, together with the documents and accessories it came with.
- Return the product: please do not send a product before receiving approval and return instructions.
- Refund: the refund will be made to the original payment method, according to the timeframes and provisions set by law.
Cancellation fees and return costs
- Defect, mismatch or error by GiliLens: no cancellation fee, and the customer does not bear the return cost.
- Cancellation not due to a defect or mismatch: GiliLens may charge a cancellation fee of up to 5% of the transaction price or โช100, whichever is lower, in accordance with the law.
- Return shipping: for cancellations not due to a defect, mismatch or error by GiliLens, the cost of returning the product is borne by the customer.
Refunds
Refunds are made to the payment method used for the transaction, within the timeframes set by law and subject to the processing times of the credit card company or payment provider.
This policy does not limit any right granted to consumers under the Consumer Protection Law or any other applicable law. In the event of a conflict between this page and the law, the law prevails.
๐ Product exchanges
You may request an exchange within 14 days of receiving the product, subject to the product's condition and type, the availability of the replacement product and the law.
When can I request an exchange?
- You ordered a power or size that does not fit
- You would like a different color or model
- You made a mistake in your order details
- You received a product different from the one you ordered
Exchange costs
๐ก When an exchange is requested because of a change of power, size, color or model, or because of a customer error in the order, the collection and shipping costs of the replacement product are borne by the customer.
โ If the exchange is needed because of a defect, a mismatch or an error by GiliLens, the customer does not bear the exchange or shipping costs.
The exchange process
- Contact us with your order number and the details of the product you want.
- We will check the product's condition and the availability of the replacement.
- We will let you know about any exchange and shipping costs.
- Once we receive and inspect the product, we will arrange delivery of the replacement.
๐ Special cases
Received a defective or wrong product?
โ ๏ธ Please contact us as soon as possible on 03-5255599 with your order number, a description of the problem and photos where possible. We will review the case and arrange an exchange or refund according to the circumstances and the law.
Delivery delayed?
If your delivery has not arrived within the expected time, contact us with your order number. We will check the status of your shipment and update you as soon as possible.
Self-pickup
Orders can be collected from our warehouse in Karmiel. Items in stock can be collected on the spot.
- Address: HaHaroshet 48, Karmiel
- Opening hours: SunโThu 09:00โ19:00, Friday and holiday eves until 13:00
- Online orders: please wait for our confirmation by email, SMS or WhatsApp before arriving.
๐ Contact us
For questions about shipping, cancellations, returns or exchanges, please contact our service team:
- Phone: 03-5255599, SundayโThursday 09:00โ19:00
- WhatsApp: 050-6555877
- Email: gililens@gmail.com
- Address: HaHaroshet 48, Karmiel
- Postal address: P.O. Box 6349, Karmiel 2165150
Please do not send a product for return before receiving approval and instructions from our customer service team.
Your delivery matters to us!
We do our best to make sure your order reaches you on time and in perfect condition.