Our Returns Policy
Due to the impact caused by the current COVID-19 situation, we are unable to process returns as quickly as we would like to. We will process your request as soon as we can, however, please be aware this can take up to 7 working days from receiving the glasses in our warehouse. You will receive an automated confirmation email once the return package has arrived with us, but we may not be able to process the return for up to 7 working days.
You may return, exchange or receive a refund on your glasses if you are unhappy with them for any reason, providing that the following conditions are met:
- The returned glasses need to reach us, in the same condition in which you received them, within 90 days of our original dispatch date.
- You have included the returns authorisation form (sent with your original order) with your returns package.
- Returns MUST be in their original condition and with all the accessories included in your package (e.g. cases and cloths). You may be charged for any unreturned items if not.
When returning your product, we recommend that you obtain proof of postage. If you take our pre-paid label to the post office then you will be given a free proof of postage receipt. If you have lost the postage label, you can print a new one on the Royal Mail website.
Alternatively, you could use a recorded delivery service via a courier company, as we are unable to take responsibility for packages lost in post. Your statutory rights in relation to returns and refunds are not affected. See also section 11 of the terms and conditions: Your right to cancel.
Currently, if you choose to return your frames to us from an international order, we are unable to dispatch them back to you. Please get in touch with our customer service team if you would like to discuss your options. Find our contact details here.
Best ways to contact us for returns
If you no longer have the pre-paid returns form that was sent with your glasses, you can request one over the phone. You can call us on 01793 746601 from 9am-5pm Monday to Sunday (except Friday where phones close 1 hour earlier at 4pm, plus we are closed on some bank holidays). Our qualified opticians are on-hand, ready to answer your questions and offer expert aftercare advice.
For queries out of business hours, or if it’s more convenient for you to email, you can reach us on: firstname.lastname@example.org
We aim to reply to all our customer emails within 24 hours and we are happy to return your call during office hours at a time that is more convenient for you.