Frequently Asked Questions
How to Order
Returns & Refunds
Any Order and subsequent purchase of Goods (as defined below) or services from MyOptique shall be governed by the following terms and conditions. Please read them carefully. View the MyOptique quality statement. THESE TERMS AND CONDITIONS DO NOT AFFECT YOUR STATUTORY RIGHTS AS A CONSUMER. In these Conditions: "MyOptique" is the trading name for MyOptique Group Limited, trading on the internet at www.myoptique.com, on the telephone at 08456 882020 and by mail order to Gemini House, Hargreaves Road, Groundwell, Wiltshire, SN25 5AZ. "We" / "Us" / "Our" refers to MyOptique, "You" / "Yours" refers to the Customer UK company number: 05139004. VAT registration number: 123 3377 37, Registered office: 5th Floor Alder Castle, 10 Noble Street, London, EC2V 7QL. Trading office: Gemini House, Hargreaves Road, Groundwell, Wiltshire, SN25 5AZ.
Customer Obligations By submitting your order to MyOptique you confirm: You are aged 16 or over and are not registered blind or partially sighted; You are in possession of a written prescription for your spectacles that has been given to you by a suitably qualified person in the last 24 months (or 12 months if you are aged 70 or over); and You will supply accurate details of your current prescription (including any notes on the prescription) when requested. Orders to MyOptique must be submitted either via the web at www.myoptique.com, or by telephone on 08456 882020. Submission of an Order represents an offer to purchase Goods from MyOptique, and we may confirm receipt of this offer via email (if the Order is placed via the Site) or verbally (if the Order is placed via telephone). Prescription Glasses orders are only accepted by us once your payment has been processed and they have been reviewed and authorised by a Dispensing Optician. In the case of the non prescription goods, your order is accepted once the required payment has been accepted or when the relevant goods are shipped, whichever occurs first. We will confirm acceptance of your Order via email or verbally.
We will make a reasonable effort to ensure that all Orders are fulfilled; however we cannot guarantee the availability of Goods. If the Goods you have ordered are unavailable, we will attempt to contact you to give you a choice to receive an alternative or a refund. If we are unable to contact you, your Order will be cancelled and you will be given a full refund. On the advice of our Dispensing Opticians, we have absolute discretion as to whether or not to accept your Order. If considered necessary or appropriate before an Order is accepted, MyOptique's Dispensing Opticians have absolute discretion: to contact you to discuss your Order, provide advice and/or arrange a free face-to-face consultation with you; to request that you send us a copy of your written prescription; to contact directly, or request that you contact, the optician who provided your prescription to verify and/or discuss your prescription; to request that you obtain your pupillary distance measurement from your optician; or request that you obtain a new written prescription from your optician.
Prices stated are inclusive of any Value Added Tax (VAT) that may be required to be remitted to tax authorities by MyOptique. We will use best endeavours to ensure the accuracy of the prices and price related information stated in our current catalogue and on the Site. However we cannot guarantee that we will not make a mistake and misprice an item inadvertently. If this is the case, the Dispensing Optician reviewing and authorising your Order will notify you of the error before your payment is processed. You will then have the choice to either accept the correct price or to cancel your Order. Payments can be made through credit/debit card or PayPal. Debit and credit card payments may be subject to AVS checks, if payments are not confirmed by the card issuer or fail these checks, dispatch may be delayed. It is therefore imperative that billing details are accurately entered. All payments are checked before dispatch, dispatch can occasionally be delayed if/when payments are investigated further. Where payment details are different to the billing address the order may be subject to enhanced security checks which can occasionally slow down dispatch.
We will make reasonable endeavours to ensure your Goods are dispatched to you as quickly as possible after placing your order. You will be notified by email at the time your Goods are dispatched. Delivery of the Goods will be made to the address provided by you at the time you placed your Order. If your Goods are not delivered safely within a reasonable number of days of you receiving notification of dispatch, you should contact us. Customers should promptly inspect goods delivered to them to satisfy themselves that any goods delivered to them are as expected. In the case of non delivery, if either MyOptique or our courier is at fault, you will be offered the choice of a full refund or re-delivery.
Please see our returns policy for full details on dealing with returns.
MyOptique reserves the right to change any offer at any time without prior notice. Offer applies between the dates stated (if applicable) only at myoptique.com. Where applicable details will be available on the offer media or at checkout. Promotional offers may not be used for adjustments on previous purchases. Some offers may be subject to a minimum spend. Where applicable details will be available on the offer media or at checkout. A offer discount code cannot be used in conjunction with any other discount codes, unless stated. Third Party Vouchers (such as Groupon vouchers) may be subject to additional terms, which will be detailed at the time of purchasing the voucher and on our site.
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery. If we've already shipped your order, you'll need to package the items and send them back to us. Click here for the relevant return addresses.
If we don't receive the item back from you, we may arrange for collection of the item from your residence at your cost. We will refund the relevant part of the purchase price for that order as soon as possible, and in any case within 30 days after we receive your notification.
Thank you for accessing the Site which is owned and operated by MyOptique Group Limited, a company incorporated in England (registered number 05139004), having offices at Gemini House, Hargreaves Road, Groundwell, Wiltshire, SN25 5AZ and trading under the name www.myoptique.com ("MyOptique").
The Site's design, names, text, images, graphics, logo and the arrangement of the same ("the Materials") are all owned by, or licensed to, MyOptique or otherwise used by MyOptique as permitted by applicable law. The Materials may not be reproduced for any commercial or public purpose, republished, posted, broadcast, distributed or transmitted by you, or provided by you to any third party without the express written consent of MyOptique.
MyOptique is providing the Site and its contents on an "as is" and an "as available" basis, without any representation or warranty of any kind, whether express or implied, including, but not limited to, warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security, accuracy, merchantability or title in relation to the Site. For the avoidance of doubt, this exclusion does not apply to goods sold via the Site. The content of the Site may contain inaccuracies and typographical errors. MyOptique tries to ensure, but cannot guarantee, the accuracy, truthfulness or completeness of the content or the reliability of any advice, opinion or other information displayed or distributed on the Site. Any of MyOptique information or other content contained within the Site is correct to its knowledge, but MyOptique accepts no responsibility for any errors or omissions therein. MyOptique reserves the right, at its sole discretion, to make improvements to, or correct any errors or omissions in any portion of the content and to make any other changes to the Site, materials, tools, products, services and prices displayed or described on the Site at any time, without notice. MyOptique does not warrant uninterrupted or error free use of the Site, that defects will be corrected, or that the Site or the server that makes it available or files available for downloading from the Internet are free of infection or viruses, worms, Trojan horses or other code that manifest contaminating or destructive properties. MyOptique does not assume any responsibility or risk for your use of the Internet.
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