These regulations were created on 01.05.2023

    Regulations of the CITY IN LENS Online Store – Products with Prints

    1. General Provisions

    1.1. The CITY IN LENS online store (hereinafter referred to as the “Store”) is operated by CITY IN LENS Ltd. (hereinafter referred to as the “Seller”).

    1.2. This document outlines the rules for making purchases and using the Store.

    1.3. By using the Store, the Customer accepts these regulations.

    1. Products and Orders

    2.1. The Store offers products with prints that can be personalized according to the Customer’s preferences.

    2.2. Customers may place orders through the Store’s website.

    2.3. After placing an order, the Customer will receive an order confirmation containing details of the ordered product and its price.

    2.4. The Seller reserves the right to refuse an order if the product is unavailable or due to other valid reasons.

    1. Order Fulfillment

    3.1. After confirming an order, the Seller commissions the print and preparation of the product to a third-party company (hereinafter the “Provider”).

    3.2. The Provider is responsible for the printing on the product and its preparation for shipping.

    3.3. The Seller endeavors to ensure that the ordered products meet the Customer’s expectations.

    3.4. The order fulfillment time may vary depending on product availability and the time required for printing. Detailed information about the order fulfillment time is available on the Store’s website.

    1. Shipping and Delivery

    4.1. Once the ordered products are prepared, the Provider hands them over to a courier company or the postal service for delivery to the Customer.

    4.2. The shipping cost is borne by the Customer and is added to the order value.

    4.3. The Seller shall not be held responsible for delivery delays caused by the courier company or other unforeseen circumstances.

    1. Prices and Payments

    5.1. The prices of products displayed on the Store’s website are expressed in US Dolars  and include the applicable VAT.

    5.2. The Customer can choose from various payment methods, such as credit card, bank transfer, etc.

    5.3. The order will be processed upon receipt of full payment for the ordered products.

    1. Complaints and Returns

    6.1. The Customer has the right to submit a complaint regarding a defective product or non-compliance with the order.

    6.2. Complaints should be submitted in writing or via email, providing a detailed description of the issue.

    6.3. In the case of complaints, the Seller or the Provider will take appropriate actions to resolve the problem.

    6.4. The Customer has the right to withdraw from the contract and return the product within 14 days from the date of receiving the order, in accordance with applicable laws.

    6.5. Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

    If you or your customers notice an issue on the products or anything else on the order, please submit a problem report.

    The return address is set by default to the CITY IN LENS facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If CITY IN LENS’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.

    Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

    Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

    If you haven’t registered an account on and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

    CITY IN LENS does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

    Returned by Customer – It is best to advise your end customers to contact you before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

    Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

    1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
    2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

    therefore CITY IN LENS reserves rights to refuse returns at its sole discretion.

    This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

    For more info on returns, please read our FAQs

    1. Personal Data Protection

    7.1. Customer’s personal data is collected and processed in accordance with applicable laws and the Store’s privacy policy.

    7.2. The Store ensures the confidentiality of Customer’s personal data and does not disclose it to third parties without the explicit consent of the Customer.

    1. Changes to the Regulations

    8.1. The Seller reserves the right to modify these regulations.

    8.2. The current version of the regulations is always available on the Store’s website.

    1. Final Provisions

    9.1. Any disputes arising from using the Store will be resolved by the competent courts of Poland.

    9.2. If the Customer has any questions or doubts, they may contact the Store’s customer support through the available contact channels.