Frequently Asked Questions
How to Order
Returns & Refunds
We want to make sure you are completely happy with your glasses but we do realise that occasionally, issues may arise. We will do everything we can to ensure that this is resolved quickly and efficiently.If for any reason, following receipt of your glasses, you are not satisfied with your purchase, please call our customer team on 01793 746556 or 08453 133283 (9am-5pm, Monday to Friday), or email them at email@example.com. We aim to reply to all emails within 24 hours and we are happy to return your call during our office hours at a time that is convenient to you. They will provide you with a returns form and a returns authorisation number to include on your form.Your statutory rights in relation to returns and refunds are not affected.
If you have purchased a “frame only” ophthalmic frame or a non prescription pair of sunglasses we hope that you are satisfied with your purchase. If for any reason you are not satisfied, you may return, exchange or receive a refund, providing that the following conditions are met:
• We ask that you fill in the returns form (that will be provided by our customer team) and return your purchase within 14 days of the dispatch date of your order if you wish to make a return.• You must include a copy of the returns form with your goods, so that we know who we have received the parcel from.• Returns must be in their original condition and with all accessories included in your package e.g. cases and cloths.• In the unlikely event that we have made a mistake with your order, we will gladly refund you the return postage cost, but in all other situations, customers are responsible for paying all postage and packaging costs for returned items. We strongly recommend that customers use a tracked, signed for service, as we cannot be held liable for any undelivered or lost items when being returned. In the case of customers having to return glasses to us due to an error on our part, or a fault with the glasses, we will of course reimburse any postage costs upon production of a receipt.
If you have purchased sunglasses or an ophthalmic frame and we have added prescription lenses to it, this is a personalised product that we have made exclusively for you, and therefore in normal circumstances we are unable to offer a refund. We hope that you are satisfied with your purchase, but if you do wish to make a return for an exchange or have an issue with your order, then the following conditions apply:
• We ask that you fill in the returns form (that will be provided by our customer team) and return your purchase within 14 days of the date of the dispatch of your order if you want to make a return.• Please note we will not normally accept returns if you were advised that the product was unsuitable by a member of our team (or via information included on MyOptique.com) before or during your purchase.• It is your responsibility to check that you have entered your prescription details and lens requirements correctly onto the website. If you have made a mistake, whilst we will be happy to correct your order, charges will be incurred to remake your lenses and we cannot offer a refund. This charge will vary according to the lenses required, but we will notify you of this before your order is confirmed with us and work is started.• In the unlikely event that you think we have made your order incorrectly, please make sure you include a copy of your prescription, along with the returns form. If we confirm that we have made an error we will correct your glasses at no cost to you and reimburse you for any costs you incurred in sending your glasses back to us.• If on receipt of your glasses you decide that you would like to swap the frame for a different one we are happy to arrange a replacement, but we will need to charge a handling fee for doing this. The handling fee is £20.00 per frame replaced to cover lens and carriage costs.• If you make an exchange and you need to make an extra payment for your new pair of glasses then we will contact you to arrange this. Returns can only be accepted in their original condition and with all accessories included in your package e.g. cases and cloths.
In addition to the above conditions for return we realise that there are some slight differences when returning from outside of the UK, so please note the following:
We realise that things can take a little longer to come back to us from International addresses, and therefore we ask that you fill in the returns form (that will be provided by our customer team) and return your purchase within 30 days from the date of the dispatch of your order if you want to make a return.
In order to make sure that your parcel arrives with us safely and quickly you will need to ensure that all returned parcels are marked clearly with the words “returned goods”. If parcels are not marked in this way then a VAT and duty charge may be levied which you will be liable for. Please ensure you have covered the costs of shipping the parcel all the way back to our returns address. Where excess carriage costs are incurred by us to receive your parcel you will be liable for these charges.
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