1. Delivery Costs
2. Returns Policy
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1. Delivery :
For orders over £75.00 our delivery charges are free for UK orders
We understand that delivery times are really important to our customers and for the most part we exceed your expectations. Mostly we like to quote 7 days for Frame only orders to the UK and Mainland Europe. Rest of the world including Brazil , USA and Austrailia we like to add a few days to that so we estimate 14 working days just to be safe. Often most deliveries including prescription orders fall well under this 14 working days time.
Oakley , Lindberg and Chanel orders - these items are custom made and can take weeks. We are constantly advising people who order these beautiful products to be patient. We cannot speed up these orders.
We have happy with the traccking system on our blog - customers can always track each stage of the order.
2. Returns
All returns that you incur as a result of our error are FREE. If you simply want to try a frame on at home then ask us -- for the try before you buy service. If you wish to try many designer frames even that can be arranged. There is a charge for this service.
Standard returns are not free - if you decide to change your mind with the frame etc - and please note we inspect every item first before we offer your 100% refund. If the item is pristine then you will be issued with the 100% refund however we usually charge an administration fee of upto £40. We pride ourselves on customer support and we will guide you through. Often with distance and postage times involved a little patience and courtesy goes a long way. We are NOT a TRY BEFORE YOU BUY SERVICE.
IF YOU RETURN A FRAME THERE IS A RESTOCKING CHARGE FOR THE TRY BEFORE YOU BUY SERVICE OF £4.95
FED EX: superfast - we ship fast next day to Europe and Beyond
We use Fed Ex as they offer order tracking and good prices. The service is fantastic.
We charge
£55 ( estimated ) GLOBAL next day service from the time we have your item ready to dispatch.
For orders over £75.00 our delivery charges are free for UK orders. All deliveries are by Royal Mail. We can FedEx or UPS for special orders and we will work with you to clarify delivery charges on all occasions.
Delivery Times
Please Note: The delivery time is not the total time it will take for your order to arrive. The Total time is also dependent on the availability of the item/s in your order and its verification. We will send you updates on the order. We are aware as soon as your email arrives and generally have no problems in verification – it is your right to have your details verified and will help ensure your eyes are healthy and the prescription is correct.
For contact lenses we are usually able to deliver within 24 hours but can take 5 days or more if your contact lenses are complicated, need verification, or we received your order after 2pm on Fridays to 9.30am Mondays.
Shipping time
Contact lenses
Daily Lenses and stock lenses (over 90% of lenses in stock) 1 - 5 business days.
3 - 7 business days for non stock lenses
7 -14 business days for lenses made to order.
Note some prescriptions may be much quicker. You will be notified if there is a longer delivery time. If your contact lenses are non stock these lenses are usually, coloured lenses, bifocal and some extended wear lenses and soft torics.
Glasses
7 - 14 days for stock lenses (95% of lenses are in stock)
Generally we advise for more complex orders delivery may take up to 28 days (rarely) depending on the requirements of the order. This is rarely the case and you would be notified along the way with status updates.
If your frames are out of stock we will contact you to discuss what you would like to do. You have the option of canceling.
Alternatively, you can wait till the frames becomes available –we would advise you of how quick this is likely to be, or you may wish to choose an alternative colour or design. It is your choice.
Special Delivery: Guaranteed. You will have to sign for the parcel for your added security. UK only. Saturday is not classed as a Business day by Royal Mail. Please note Special delivery is next business day AFTER DESPATCH. Rest of World: Shipping Method - All items delivered will be dispatched by Royal Mail International Signed for. Your items are trackable using this method to the point of delivery
Shipping Information
Dispatch of Goods: will take place only on clearing of funds from your paypal account and if any of the goods you order are not available for whatsoever reason we will try to inform you either by email or by telephone and if you wish, we will cancel your order and refund the amount you paid us.
Note: Orders once placed can only be cancelled on the same day of placing the order and before the cut off time of 3 pm. Any requests made for cancellation after 3 pm will not be accepted. If an order is placed after the cut off time-(3pm), this will be considered as an order that has been placed on the following working day, the cut off time still being applicable. Working days are to be construed as Monday to Friday. UK bank holidays will not be considered as working days.
Note we cannot cancel your order if it is bespoke order ( prescription orders once the lenses are being put in )
Please check the CODE of the item so you absolutely sure about colours.
GLASSES DONT FIT? - DID YOU USE THE TRY BEFORE YOU BUY SERVICE ?If you have not had prescription lenses then hopefully an adjustment will do the trick - we assume you have tried these lenses and if that does not work - you can return a product as is your RIGHT under CONSUMER LAW - There is still a restocking FEE of upto 10% to cover administration and returns.
HOWEVER PLEASE UNDERSTAND THE LAW DOES NOT COVER PRESCRIPTION / BESPOKE SPECTACLES - That means the complete frame and lenses- it may well need adjusting - Please bear this in mind as if you take a internet order to a opticians for fitting ( eg if they are not snug or fitting just the way you want ) we advise you DO NOT PURCHASE A BESPOKE ITEM FROM THE INTERNET if you are not completely 100% ok with and are aware of your rights as a consumer.
THIS CAN BE AN ISSUE WITH LUXURY FRAMES. PLEASE BEAR THIS IN MIND. THE INTERNET WILL NEVER REPLACE YOUR OPTICIAN.
All the above does not apply is we have dispatched the wrong frame - made any errors with your order , there is a fault with your item ( all our frames are fully checked before dispatch )
If there is a error on our part due to wrong prescriptions , colour , size then we will ENSURE A FREE RETURN.
ITEMS ARE REFUNDED LESS THE RESTOCKING FEE ; IF YOU DO NOT LIKE THE ITEM OR IT DOESN'T FIT ETC within 7 DAYS of you recieving them AND IF they are returned as PERFECT. You are responsible for the postage and packaging back to us.
This returns policy doesnt apply to bespoke items.
