Shipping policy

Shipping and Delivery Policy

Last updated: 28 July 2026

This Shipping and Delivery Policy applies to orders placed through EastWestOpticals.com, operated by East West Opticals, C-9, Tilak Market, Near NDPL Complaint Office, Ramesh Nagar, New Delhi, Delhi – 110015, India.

By placing an order through our website, the customer confirms that the shipping information provided is complete and accurate and agrees to this Policy, our Return and Refund Policy and our Terms and Conditions.

Nothing in this Policy limits any right or remedy available to a customer under applicable Indian law.

1. Delivery Coverage

East West Opticals ships to serviceable locations across India through independent third-party courier partners.

Delivery availability depends on:

  • Delivery PIN code;

  • Courier serviceability;

  • Product availability;

  • Product type;

  • Prescription or customisation requirements;

  • Applicable transport or regulatory restrictions; and

  • Successful verification of the order.

We reserve the right to decline or cancel an order where delivery is unavailable, the address is incomplete or unverifiable, the product is unavailable, or the order cannot reasonably be fulfilled.

If we cancel a prepaid order, the amount collected for the cancelled item will be refunded in accordance with applicable law.

2. Shipping Charges

Prepaid orders within India

Standard shipping is free on prepaid orders within India unless a different charge is clearly displayed on the relevant product page or during checkout.

Cash on Delivery orders

Cash on Delivery may be available only for eligible products and serviceable PIN codes.

Any Cash on Delivery fee or shipping charge will be displayed during checkout before the order is confirmed.

Express delivery

Express delivery is not guaranteed and may be available only for selected products and locations.

Customers should contact East West Opticals before placing an order that is required urgently. Express delivery is confirmed only when we expressly approve it in writing through WhatsApp or email.

Additional express-delivery charges may apply.

3. Order Acceptance and Verification

An order confirmation generated by the website confirms that we have received the order. It does not necessarily mean that the order has been accepted for fulfilment.

Order acceptance remains subject to:

  • Payment authorisation;

  • Product availability;

  • Price and listing accuracy;

  • Address verification;

  • Prescription verification, where applicable;

  • Cash on Delivery confirmation;

  • Courier serviceability; and

  • Fraud-prevention or security checks.

We may contact the customer by telephone, WhatsApp, SMS or email to verify an order or request missing information.

If required information is not provided within a reasonable period, the order may be placed on hold or cancelled.

4. Cash on Delivery Confirmation

Cash on Delivery orders may require confirmation by WhatsApp or telephone before dispatch.

The customer may be requested to reply with “Yes” or otherwise confirm that:

  • The order was intentionally placed;

  • The ordered products and quantities are correct;

  • The delivery address is correct; and

  • The customer will be available to accept and pay for the parcel.

A Cash on Delivery order may be held or cancelled if:

  • Confirmation is not received;

  • The registered telephone number is incorrect or unreachable;

  • The address is incomplete or unverifiable;

  • The order appears fraudulent or duplicated; or

  • There is a history of refused or unsuccessful Cash on Delivery orders associated with the customer’s details.

For certain products, high-value orders, bulk orders or addresses with a high delivery-risk assessment, we may request partial or full advance payment before dispatch.

5. Order Processing

Processing time is the period required to verify, prepare, customise, inspect and pack an order before it is handed to a courier partner.

Ready-stock products are generally processed as soon as reasonably possible after order verification.

Additional processing time may be required for:

  • Prescription eyeglasses;

  • Prescription sunglasses;

  • Custom-cut or fitted lenses;

  • Powered contact lenses;

  • Products requiring prescription confirmation;

  • Specially sourced products;

  • Products not immediately available at the store or warehouse;

  • Bulk orders; and

  • Orders requiring customer approval or clarification.

For prescription or customised orders, processing begins only after we receive the complete and accurate prescription, measurements, product selections, payment and any other required confirmation.

Any delay caused by incomplete, unclear, incorrect or late information supplied by the customer will not be treated as a delay caused by East West Opticals.

6. Estimated Delivery Dates

Customers may check the approximate delivery date using the PIN code delivery checker displayed on eligible product pages.

All delivery dates and transit times shown on the website, at checkout, through tracking pages or in customer communications are estimates unless East West Opticals expressly confirms a guaranteed delivery date in writing.

Estimated delivery periods may change due to:

  • Product availability;

  • Prescription or customisation time;

  • Courier capacity;

  • Remote-area serviceability;

  • Public holidays;

  • Weekends;

  • Weather;

  • Transport disruption;

  • Government restrictions;

  • Security restrictions;

  • Natural disasters;

  • Strikes;

  • Customs clearance;

  • Incorrect delivery information;

  • Customer unavailability; or

  • Other circumstances outside our reasonable control.

Where an order is materially delayed beyond the stated delivery schedule for reasons not attributable to the customer or a force-majeure event, the customer may contact us to request an appropriate resolution in accordance with applicable law and our Return and Refund Policy.

7. Dispatch and Tracking

Once an order has been handed to the courier partner, tracking details may be shared through:

  • Email;

  • SMS;

  • WhatsApp;

  • The order-status page; or

  • Another contact method provided during checkout.

Tracking information may take approximately 24–48 hours after dispatch to begin showing movement.

A temporary absence of tracking updates does not necessarily mean that the parcel has been lost.

8. Customer’s Address Responsibilities

The customer must provide a complete and accurate delivery address, including:

  • Recipient’s full name;

  • House, flat, shop or building number;

  • Street and locality;

  • City and state;

  • Correct PIN code;

  • Active mobile number; and

  • A landmark where reasonably required.

East West Opticals is not responsible for a delay, failed delivery or additional cost caused by incorrect, incomplete, outdated or misleading delivery information provided by the customer.

An address-change request must be submitted before dispatch. We cannot guarantee that an address can be changed after an order has been dispatched.

Where a change is possible, the customer may be required to pay any additional courier or rerouting charges.

9. Delivery Attempts and Customer Availability

Courier partners may contact the customer and make one or more delivery attempts according to their operational procedures.

The customer is responsible for:

  • Keeping the registered telephone number active;

  • Responding to reasonable delivery calls or messages;

  • Providing delivery directions where required;

  • Being available at the address; and

  • Arranging an authorised person to receive the parcel when necessary.

East West Opticals does not control the exact time at which a courier partner attempts delivery.

10. Refused, Unclaimed or Undeliverable Orders

A parcel may be returned to East West Opticals if:

  • The customer refuses delivery;

  • The customer is repeatedly unavailable;

  • The customer cannot be contacted;

  • The address is incorrect, incomplete or inaccessible;

  • The customer does not pay for a Cash on Delivery order;

  • The customer fails to collect the parcel where collection is required; or

  • Delivery cannot be completed for another reason attributable to the customer.

This process is commonly referred to as Return to Origin or RTO.

If the customer requests redispatch after an RTO, actual redispatch charges and any outstanding charges may be payable before the order is sent again.

For prepaid orders returned because of incorrect information, refusal, non-collection or repeated customer unavailability, any refund will be processed only after the parcel is physically returned and inspected. Any deduction of actual shipping, RTO or handling costs will be made only where disclosed, reasonable and permitted by applicable law.

Repeated refusal of Cash on Delivery parcels may result in Cash on Delivery being restricted for future orders associated with the same customer, telephone number or address.

11. When Delivery Is Considered Completed

Delivery will generally be treated as completed when the courier records the parcel as delivered to:

  • The named customer;

  • A family or household member;

  • A person authorised by the customer;

  • Reception staff;

  • Building or society security;

  • An employee or representative at a business address; or

  • Another person who reasonably appears authorised to accept delivery at the supplied address.

Responsibility for the parcel passes to the customer after valid delivery at the provided address.

However, if tracking incorrectly shows that an order was delivered, the customer should report the issue immediately so that we can open an investigation with the courier partner.

12. Delivered but Not Received

If tracking shows “Delivered” but the customer has not received the parcel, the customer should:

  1. Check with family members, neighbours, reception staff and building security;

  2. Check for any delivery call, SMS, email or photograph;

  3. Confirm that the delivery address supplied was correct; and

  4. Contact East West Opticals as soon as possible, preferably within 24 hours of the delivery scan.

Prompt reporting is important because courier partners may retain delivery records for a limited period.

We will request proof of delivery and investigate the matter with the courier partner. A delivery scan alone will not prevent us from considering credible evidence that the parcel was not received.

A replacement or refund will be considered after reviewing the available courier records, delivery evidence and circumstances of the claim.

13. Visibly Damaged or Tampered Parcels

Customers should inspect the external packaging before accepting delivery.

If the parcel appears:

  • Opened;

  • Torn;

  • Crushed;

  • Repacked;

  • Wet;

  • Seriously damaged; or

  • Tampered with,

the customer should, wherever reasonably possible:

  • Refuse delivery;

  • Ask the courier to record the reason for refusal;

  • Take clear photographs or a video; and

  • Contact East West Opticals immediately.

Acceptance of a visibly damaged parcel may make courier verification more difficult, but it does not automatically remove any right available under applicable law.

14. Wrong, Damaged, Defective or Incomplete Orders

If the customer receives a wrong, damaged, defective or incomplete order, the customer must contact us as soon as possible and within the period specified in our Return and Refund Policy:

https://eastwestopticals.com/policies/refund-policy

The customer should preserve and provide, where reasonably available:

  • The product;

  • Original packaging;

  • Product box or case;

  • Invoice;

  • Courier packaging;

  • Shipping label;

  • All accessories;

  • Clear photographs; and

  • A package-opening video, where recorded.

A package-opening video is strongly recommended because it may assist in verifying missing-item, damage and wrong-product claims. However, the absence of a video will not, by itself, automatically invalidate a genuine claim where other reliable evidence is available.

Products must not be used, altered, repaired or damaged after delivery before the claim is assessed, except where use was reasonably necessary to discover the defect.

15. Lost Parcels

A parcel will not automatically be treated as lost merely because tracking has not updated for several days.

If a shipment remains untraceable beyond a reasonable period, we will raise an investigation with the courier partner.

Depending on the result of the investigation and applicable law, we may:

  • Continue delivery attempts;

  • Send a replacement;

  • Offer an alternative product with the customer’s consent; or

  • Issue an applicable refund.

The customer may be required to provide a written confirmation of non-receipt or cooperate with the courier investigation.

16. Product Availability and Inventory Errors

We make reasonable efforts to maintain accurate inventory information. However, a product may occasionally become unavailable after an order has been placed because of:

  • Inventory synchronisation delays;

  • Physical stock discrepancies;

  • Damage discovered during inspection;

  • Supplier discontinuation;

  • Prescription-power unavailability; or

  • Another operational error.

If an ordered product is unavailable, we may offer:

  • A revised fulfilment date;

  • A different available colour, power or option;

  • A suitable alternative;

  • Partial fulfilment; or

  • Cancellation and refund of the unavailable item.

No substitute product will be sent without the customer’s consent.

17. Separate or Partial Shipments

An order containing multiple products may be divided into separate shipments because of product availability, warehouse location, prescription processing or courier requirements.

Separate tracking details may be provided for each parcel.

The customer will not be charged an additional standard-shipping fee solely because East West Opticals chooses to divide an order into multiple parcels, unless the customer requests a special or separate delivery arrangement.

18. Prescription and Customised Products

Prescription eyeglasses, fitted lenses, customised frames and specially sourced products may be prepared specifically according to the customer’s instructions.

The customer is responsible for supplying an accurate and valid prescription and confirming all relevant details, including:

  • Sphere power;

  • Cylinder power;

  • Axis;

  • Addition;

  • Pupillary distance;

  • Lens type;

  • Coating;

  • Tint;

  • Frame selection; and

  • Any other requested measurement or customisation.

East West Opticals is not responsible for an issue caused solely by an incorrect prescription, measurement or selection supplied or approved by the customer.

Once customisation, lens cutting, fitting or special procurement has commenced, cancellation or alteration may not be possible. This does not affect remedies available where the completed product is defective, incorrectly made against the confirmed order or otherwise covered by applicable law.

19. Local Store Pickup

Local pickup may be available from:

East West Opticals
C-9, Tilak Market
Near NDPL Complaint Office
Ramesh Nagar
New Delhi, Delhi – 110015
India

Customers must contact East West Opticals and receive confirmation that the order is ready before visiting the store.

Placing an order or selecting pickup does not mean that the order is immediately ready.

The customer may be asked to present:

  • Order-confirmation details;

  • Registered telephone number;

  • Invoice;

  • Payment confirmation; or

  • Identification.

A person collecting the order on behalf of the customer may be required to provide the order details and customer’s authorisation.

20. International Shipping

International shipping may be available for orders with a total product value of ₹15,000 or more, subject to destination-country serviceability and product eligibility.

Customers must contact East West Opticals before placing an international order to confirm:

  • Whether delivery is available;

  • Shipping charges;

  • Estimated delivery time;

  • Product restrictions;

  • Prescription requirements;

  • Customs documentation; and

  • Permitted payment methods.

International orders must generally be prepaid. Cash on Delivery is not available for international orders.

Unless we expressly confirm otherwise in writing, the customer is responsible for:

  • Customs duties;

  • Import taxes;

  • Clearance fees;

  • Brokerage charges;

  • Local handling fees;

  • Import permits;

  • Prescription documentation; and

  • Compliance with destination-country laws.

International delivery estimates do not include unpredictable customs-clearance delays.

East West Opticals is not responsible for delays, detention or rejection caused by customs authorities, prohibited-import rules, missing customer documentation or the customer’s failure to pay destination charges.

If an international parcel is refused or returned because the customer does not pay applicable import charges or provide required documentation, any refund will be considered only after the parcel is safely returned and inspected. Actual outward shipping, return shipping, customs and handling costs may be deducted where permitted by law.

21. Order Cancellation

Customers should contact us immediately if they wish to cancel an order.

Cancellation may be accepted where:

  • The order has not been dispatched;

  • Customisation has not begun;

  • Prescription lenses have not been cut or fitted;

  • A specially sourced product has not been procured; and

  • Cancellation remains operationally possible.

An order cannot ordinarily be cancelled after dispatch. The customer may instead have to follow the applicable return procedure after delivery.

We will not impose a cancellation charge except where the charge is clearly disclosed, reasonable and permitted by applicable law.

Cancellation of customised, prescription or specially sourced products may be restricted once work or procurement has begun. Statutory consumer rights remain unaffected.

22. Refunds Relating to Shipping Issues

Approved refunds will be processed in accordance with our Return and Refund Policy and applicable law.

Refund processing begins only after the relevant eligibility conditions are satisfied, such as:

  • Cancellation being approved;

  • An unavailable product being confirmed;

  • A returned parcel reaching us;

  • A courier investigation being completed; or

  • The relevant product being inspected.

The time taken for an approved prepaid refund to appear in the customer’s account may depend on the bank, payment gateway or payment service provider.

Where a refund is legally due, store credit or a coupon will be issued only where permitted by law or affirmatively accepted by the customer as the chosen resolution.

23. Events Outside Our Reasonable Control

East West Opticals will not be responsible for a delay or failure caused by an event that could not reasonably be prevented or controlled, including:

  • Flood;

  • Fire;

  • Earthquake;

  • Severe weather;

  • Epidemic or pandemic;

  • War;

  • Civil disturbance;

  • Terrorism;

  • Strike;

  • Government restriction;

  • Curfew;

  • Internet or systems failure;

  • Transport shutdown;

  • Customs disruption;

  • Courier-network disruption; or

  • Another comparable event outside our reasonable control.

We will make reasonable efforts to inform affected customers and resume fulfilment as soon as reasonably possible.

This section does not remove any non-excludable right available under applicable law.

24. Limitation of Shipping-Related Liability

To the maximum extent permitted by applicable law, East West Opticals will not be liable for indirect, incidental or consequential losses arising solely from a delivery delay, including loss of profit, loss of opportunity, travel costs or the customer’s commitments to a third party.

Where liability cannot lawfully be excluded, our aggregate shipping-related liability will not exceed the amount paid for the affected order.

These limitations do not apply to:

  • Fraud;

  • Wilful misconduct;

  • Gross negligence;

  • Personal injury caused by our legally actionable conduct;

  • A mandatory product-liability claim; or

  • Any consumer right or remedy that cannot legally be excluded.

25. Customer Support and Grievance Redressal

For order, shipping, tracking or delivery support, contact:

East West Opticals

WhatsApp or telephone:
+91 98103 25755
+91 84478 03949

Email:
eastwestopticals@gmail.com

Address:
C-9, Tilak Market, Near NDPL Complaint Office, Ramesh Nagar, New Delhi, Delhi – 110015, India

Designated Grievance Officer

Name: [INSERT THE FULL LEGAL NAME OF THE GRIEVANCE OFFICER]
Designation: Grievance Officer
Telephone: +91 98103 25755
Email: eastwestopticals@gmail.com
Address: C-9, Tilak Market, Near NDPL Complaint Office, Ramesh Nagar, New Delhi, Delhi – 110015, India

Consumer complaints will be acknowledged within 48 hours of receipt and will ordinarily be resolved within one month from the date of receipt.

Where resolution requires additional time because of a courier investigation, manufacturer assessment, bank process or another legitimate reason, the customer will be informed of the reason and available progress.

26. Governing Law and Consumer Rights

This Policy is governed by the laws of India.

Any dispute will be subject to the jurisdiction of the competent courts or consumer authorities determined under applicable law.

Nothing in this Policy requires a consumer to give up the right to approach a consumer commission, regulator or other legally competent authority having jurisdiction.

27. Relationship With Other Policies

This Shipping and Delivery Policy must be read together with our:

  • Return and Refund Policy;

  • Privacy Policy; and

  • Terms and Conditions.

If there is a conflict between this Policy and mandatory applicable law, the applicable law will prevail.

28. Policy Changes

We may revise this Policy to reflect changes in our operations, courier arrangements or legal requirements.

Any updated Policy will be published on EastWestOpticals.com with a revised “Last updated” date.

The version applicable to an order will generally be the version published when the order was placed, except where a change is required by law.

29. Severability

If any provision of this Policy is found to be unlawful or unenforceable, that provision will be applied to the maximum extent legally permitted or removed without affecting the remaining provisions.