Wrong shipping address

What happens if your order shipped to the wrong address — and how to avoid it.

We can only ship to the address you provide at checkout. If the address is wrong, here’s what to do — and what we can and can’t help with.

Caught the mistake before your order shipped?

If your order hasn’t yet been marked Fulfilled, we can usually update the address:

1. Contact us immediately with your order number and the corrected address.
2. We’ll update the order in Shopify if it hasn’t shipped yet.
3. You’ll get a confirmation once it’s updated.

Stock orders typically ship in 1-2 business days, so reach out quickly. Custom / Rx orders sit in our lab for up to 10 business days before shipping, which gives more time.

Already shipped to the wrong address?

Once a package is in the carrier’s hands, we cannot redirect it. Your options:

1. Contact the carrier directly (UPS / USPS / FedEx). Some allow address corrections for a fee.
2. Track the package and try to intercept it at the destination if it’s a deliverable address.
3. Wait for it to be returned to us (Return to Sender). If the carrier returns it, see below.

If the package is returned to us

If your wrong-address shipment comes back to Lucyd:

• You entered an incorrect address: We can’t re-ship at no cost in this case. We’re sorry — we know honest mistakes happen. We can offer a 30% off code to make a re-order easier, which is how we try to meet honest mistakes in the middle.
• Our error (we mis-entered something on our end): We re-ship at no cost, no questions.
• Carrier error (your address was right but the carrier delivered to the wrong location): We re-ship at no cost. You may need to file a claim with the carrier.

Wrong-address customer language

Here’s the language we use when this happens (we say this kindly but firmly):

Thanks for getting in touch. When a delivery address is entered incorrectly at checkout, we’re unable to replace the order at no cost — but we can offer a 30% off code to make a new order with the correct address easier on you. Let me know if you’d like to proceed and I’ll send it over.

We know addressing errors happen. The 30% off code is our way of meeting honest mistakes in the middle.

Custom-lens orders with the wrong address

If your order included custom lenses and was shipped to the wrong address:

• The lens cost is non-refundable in any case (see DTC returns).
• If the package comes back, we can re-ship to the correct address with a $15 re-ship fee. Custom lenses don’t need to be remade.

Quick links: DTC returns · Missing shipment · Contact support