FAQs

WHAT ARE YOUR DELIVERY CHARGES?

Delivery is free in the United Kingdom and Ireland.

Items will usually be dispatched by Royal Mail Special Delivery and will require a signature on delivery. Same day delivery by courier is possible, but will incur an additional cost - please contact us if you require this service.

WHAT IS YOUR DELIVERY TIME?

All stock items which do not require prescription lenses will be dispatched the same day for orders received before 1:30pm or the next day for orders received after 1:30pm.

Occasionally we may need to wait for stock to arrive before sending out your order. If there is a short delay, we will contact you to advise you of this.

If prescription lenses are required, please allow 10-14 working days for delivery, although we will do our best to get your eyewear to you as soon as possible.

Please advise us if you require your prescription eyewear urgently as we may be able to reduce the waiting time.

WHAT IS YOUR RETURNS POLICY?

If for any reason you are not happy with your purchase, please return it to us, within 14 days, in its unused condition, together with all original packaging and papers for a full refund or exchange.

Products must be returned in the same condition in which you received them - with all tags attached and original packaging and documents. Any damage to the product or loss of documents or packaging may affect the amount of refund given.

We recommend that you obtain a "Proof of Posting" certificate from the Post Office or send the goods by Recorded Delivery, as we are unable to accept responsibility for any items lost in transit. Similarly, please ensure that any returned items are securely packaged as we are not liable for items damaged in transit.

We ask you to take extra care when completing any prescription details as we will not be liable if you give us the wrong prescription details. In such cases we will issue a refund minus the cost of making the prescription lenses.

WHAT IF I WISH TO CANCEL MY ORDER?

You are free to cancel your order should you change your mind, within 14 days of placing the order.

Please contact us as soon as possible (preferably by e-mail) for a full refund. Goods are refunded within 30 days provided they are in a saleable condition (please see our returns policy above).

WHAT IS THE WARRANTY PERIOD ON MY PURCHASE?

The manufacturer`s warranty on frames is usually 12 months. Some manufacturers offer a longer warranty period - please contact us for specific enquiries.

Scratches or damage to lenses are excluded from this warranty.

WHY DO YOU ASK FOR THE NAME OF THE OPTICIAN/ MEDICAL PRACTITIONER WHO ISSUED MY PRESCRIPTION?

As eyecare professionals, we feel a responsibility to you to ensure that any information you give us regarding your prescription has been issued from a professional source. In case of any queries, we may wish to contact the optician/ medical practitioner from whom you obtained your prescription, but will not do so without your consent.

It is also your responsibility to ensure that the prescription information which you supply us with is correct as not all prescriptions will be checked.

WHAT ARE YOUR PAYMENT METHODS?

We accept card payments by Visa/Mastercard/Switch/Maestro/ Solo via our secure Barclaycard Business encryted payment system.

We also accept payment by cheques (in sterling) drawn on a UK clearing bank. If you would like to pay by cheque, please print out a copy of your order and post it to us with your cheque.