Customer support

SHIPPING POLICY – MULTIFOLKS

Effective Date: 27th July 2025

Entity Responsible: GA Multilens Limited (trading as “Multifolks”), a company registered in England & Wales, Company No. 16406960, with its registered office at 2 Leman Street, London, E1W 9US, United Kingdom.

At Multifolks, we make high-quality eyewear for discerning customers across the UK, US, and Europe — and we want your order to reach you as quickly and reliably as possible.

1. STANDARD SHIPPING – ALWAYS FREE

We provide free standard delivery for all orders to the following regions:

  • United States: 7–14 working days
  • United Kingdom: 7–10 working days
  • European Union: 7–10 working days

“Working days” exclude weekends and UK public holidays.

2. EXPRESS SHIPPING – AVAILABLE AT CHECKOUT

For customers who need their eyewear faster, we offer express delivery to most serviceable locations.

  • United States: 3-6 working days
  • United Kingdom: 3-6 working days
  • European Union: 3-6 working days

Express shipping costs are calculated at checkout based on your country and delivery postcode. These fees are displayed transparently before you confirm your order.

3. WHEN THE TIMELINE STARTS

Delivery timelines start only once we have received your complete, valid prescription details and your order has been cleared for production. If your prescription or order information is incomplete, our team will contact you to confirm details, which may delay processing.

4. CUSTOMS & DELAYS

For customers outside the UK:

  • Customs inspections or local import procedures may cause additional delays beyond the timelines stated above.
  • Such delays are beyond our control and do not qualify as grounds for cancellation once the order has shipped.
  • Any applicable customs duties, local taxes, or import fees remain the buyer’s responsibility.

5. TRACKING YOUR ORDER

Once your order ships, you’ll receive a tracking number by email so you can monitor its journey.

6. NON-DELIVERY OR DELAYS

We work with trusted international couriers, but sometimes factors outside our control (customs, weather, courier issues) can impact delivery.

  • If your order is delayed beyond the stated timelines (excluding customs-related delays), our customer service team will assist with status updates and, where applicable, replacements under our Refund, Cancellation & Replacement Policy.

7. QUESTIONS OR SUPPORT

For any delivery-related concerns, contact us:

Email: support@multifolks.com