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:
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
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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