Shipping and Delivery Policy

Last updated: 2 August 2026

IMPORTANT: PRODUCTS AVAILABLE AT OUR PHYSICAL STORE

Products that are physically displayed and available at the East West Opticals store can be ordered online and shipped directly from our store to the customer’s delivery address.

Every such order is subject to a final physical stock and quality check before dispatch. The product will be inspected, cleaned where appropriate, and securely packed before being handed to the courier partner.

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

1. Shipping costs and delivery estimates

For this policy, business days are Monday to Saturday, excluding public holidays.

The delivery estimate shown by the PIN-code checker, product page, checkout page or tracking page may provide a more location-specific estimate.

2. Products displayed at our physical store

Products physically displayed and available for sale at East West Opticals may be purchased through our website or through assisted ordering and shipped directly to customers across serviceable locations in India.

Before dispatching a display product, East West Opticals will:

• Verify that the correct model, colour and variant have been selected
• Inspect the product for visible damage or defects
• Clean the product where appropriate
• Confirm the included case, box and accessories
• Pack the product securely for delivery

Display products are shipped only after passing our final quality inspection.

If a product is found to be damaged, defective or unavailable during the final check, the customer will be contacted and offered one of the following:

• A revised dispatch date
• Another available piece of the same product
• An alternative product with the customer’s approval
• Cancellation and an applicable refund

No substitute will be dispatched without the customer’s permission.

3. Delivery coverage

East West Opticals ships to serviceable PIN codes across India through third-party courier partners.

Delivery availability depends on:

• Destination PIN code
• Courier serviceability
• Product availability
• Product type
• Prescription or customisation requirements
• Complete and accurate customer information
• Successful payment or COD confirmation

Regular website checkout shipping is currently available within India.

We may cancel an order if the delivery address is unserviceable, incomplete or unverifiable, or if the product cannot reasonably be fulfilled. Any applicable prepaid amount for a cancelled order will be refunded according to our Refund Policy.

4. Shipping charges within India

Prepaid orders

Standard shipping is free on prepaid orders within India.

Prepaid shipping charge: ₹0

Cash on Delivery orders

A shipping and Cash on Delivery handling charge applies to eligible COD orders.

COD shipping and handling charge: ₹99

Cash on Delivery may depend on:

• Product eligibility
• Order value
• Delivery PIN code
• Courier availability
• Previous delivery history
• Successful order confirmation

The available payment and shipping options are displayed during checkout before the order is placed.

Local store pickup

Confirmed local pickup is free.

Store pickup charge: ₹0

Customers must wait until East West Opticals confirms that the order is ready before visiting the store.

Express delivery

Express delivery is not a standard guaranteed website shipping method.

Where express delivery is available, the exact additional cost and estimated delivery time will be communicated to the customer before payment or dispatch. Express delivery is arranged only after written confirmation through WhatsApp or email.

5. Order processing time

Processing time is the period between successful order confirmation and handover to the courier partner.

Store-display and ready-stock products

Products physically available at our store and other ready-stock products are generally processed within:

0–2 business days

Prescription and customised products

Prescription eyeglasses, prescription sunglasses, customised lenses, specially sourced products and products requiring prescription confirmation are generally processed within:

3–7 business days

Processing begins only after we receive all required information, including:

• Successful prepaid payment or COD confirmation
• Complete prescription details, where required
• Correct power, measurements and product selections
• Customer approval where clarification is required
• Complete and serviceable delivery information

Incomplete, inaccurate or delayed information supplied by the customer may extend the processing and delivery time.

6. Estimated courier transit time

After dispatch, the approximate courier transit times are:

These periods begin after the parcel has been handed over to the courier partner.

7. Total estimated delivery time

Display and ready-stock products

Estimated total delivery time:

1–12 business days

Prescription, customised or specially sourced products

Estimated total delivery time:

4–17 business days

Most orders may arrive earlier. Remote locations, prescription processing, customisation and customer confirmation requirements may increase the delivery time within the stated range.

All delivery dates are estimates unless East West Opticals expressly confirms a guaranteed date in writing.

8. Dispatch location

Products physically displayed or stocked at our store may be shipped directly from:

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

Certain products may be dispatched through another authorised inventory or fulfilment location used by East West Opticals.

East West Opticals remains responsible for customer communication and order support regardless of the dispatch location.

9. Cash on Delivery confirmation

COD orders may require confirmation through WhatsApp or telephone before dispatch.

The customer may be requested to confirm that:

• The order was intentionally placed
• The products and quantities are correct
• The delivery address is complete and correct
• The customer will accept and pay for the parcel

A COD order may be placed on hold or cancelled when confirmation is not received.

For high-value, bulk or high-risk orders, East West Opticals may request partial or complete advance payment before dispatch.

10. Tracking information

After dispatch, tracking information may be shared through:

• Email
• SMS
• WhatsApp
• The Shopify order-status page
• Another contact method provided during checkout

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

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

11. Delivery delays

Delivery may be delayed because of:

• Incorrect or incomplete address information
• Customer unavailability
• Remote-area serviceability
• Courier operational delays
• Prescription clarification
• Product customisation
• Stock discrepancies
• Public holidays
• Severe weather
• Transport disruption
• Government restrictions
• Events outside our reasonable control

Customers may contact East West Opticals for an updated estimate when an order is materially delayed.

12. Customer address responsibilities

Customers must provide:

• Recipient’s full name
• House, flat, shop or building number
• Street and locality
• City and state
• Correct PIN code
• Active telephone number
• Landmark where reasonably required

East West Opticals is not responsible for delays or failed deliveries caused by inaccurate, incomplete or outdated information provided by the customer.

Address-change requests must be made before dispatch. Changes cannot be guaranteed after a parcel has been handed to the courier.

13. Delivery attempts and returned parcels

Courier partners may make one or more delivery attempts according to their operating procedures.

A parcel may be returned to East West Opticals when:

• The customer refuses delivery
• The customer is unavailable
• The telephone number is unreachable
• The address is incorrect or incomplete
• COD payment is refused
• The parcel is not collected
• Delivery fails for another customer-related reason

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

Redispatch after an RTO may require payment of an additional shipping charge.

Repeated refusal or non-acceptance of COD orders may result in COD being restricted for future orders associated with the same customer, telephone number or address.

14. Damaged or tampered parcels

Customers should inspect the outer package before accepting delivery.

Where a parcel appears opened, torn, crushed, wet, repacked or tampered with, the customer should, wherever reasonably possible:

• Refuse the parcel
• Ask the courier to record the reason
• Take clear photographs or video
• Contact East West Opticals immediately

Wrong, damaged, defective or incomplete products are handled according to our separate Return and Refund Policy.

15. Separate shipments

Orders containing multiple products may be divided into separate parcels due to:

• Different inventory availability
• Prescription processing
• Different fulfilment locations
• Courier requirements

Separate tracking details may be issued for each parcel.

Customers will not be charged an additional standard shipping fee solely because East West Opticals divides an order into multiple shipments.

16. 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 receive confirmation that the order is ready before visiting the store.

The customer may be asked to present:

• Order confirmation
• Registered telephone number
• Payment confirmation
• Identification where reasonably required

17. International orders

International shipping is not available through the standard website checkout.

It may be considered for eligible prepaid orders with a total product value of ₹15,000 or more, subject to product and destination eligibility.

Before accepting an international order, East West Opticals will communicate:

• Exact international shipping cost
• Estimated processing time
• Estimated transit time
• Courier availability
• Customs and documentation requirements

International orders must be prepaid. COD is not available internationally.

Destination-country customs duties, import taxes, brokerage charges and local handling charges are payable by the customer unless expressly confirmed otherwise in writing.

18. Contact information

For order, delivery or tracking assistance:

East West Opticals

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

Email:
eastwestopticals@gmail.com

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