Shipping & Delivery

Orders leave the warehouse within 0 to 3 business days - some ship the same day you order. You'll get a shipping confirmation with your tracking number as soon as it's on the way. Prescription pairs are made to order and ship after production - see Prescription Glasses.

Your shipping confirmation email contains the tracking link. New tracking numbers can take 3 to 7 business days to show movement - a few days of “label created” is normal, your parcel is on its way. You can also paste any tracking number into 17track.net, which recognises every carrier we use.

Some carriers only update at big milestones (export, arrival in your country, out for delivery), so quiet stretches happen - especially on international legs. If nothing has moved for 10 business days, email us and we'll chase it from our side.

We ship from more than one warehouse hub, so multi-item orders sometimes travel as separate parcels with separate tracking numbers - and prescription pairs always ship separately from production. Nothing is missing; the rest is on its way.

Most orders arrive without any extra charges. Whether customs, duties or import taxes apply depends on your country's rules and thresholds - those fees are set and collected by your local customs office, not by us. Any tax we can collect at checkout (like EU VAT) is already included in your total, so you'll never be billed twice for it.

Check your spam folder first, and double-check the email address you used - a small typo there is the most common cause. Still nothing? Email us at info@on-slice.com with as much information as you can (your name, the email you may have used, the order date, the items) and we'll track your order down and resend everything.

Check around your property, with neighbours, and with building staff - parcels often hide. If it genuinely hasn't arrived, email us: if a parcel with a correct address is lost in transit, we'll make it right with a replacement or a refund.