Questions:
Ordering and payment
How to order your glasses
You choose the model in the shop and add your prescription in the basket if you need one. If you are not sure which shape suits you, look at the face-shape guide or write to us before ordering — we reply the same working day.
We confirm every order by e-mail as soon as it reaches us. If the model is in stock in the shop we prepare it straight away; for frames we order from a supplier we tell you the expected date before we start work.
You can pay cash on delivery or against a proforma invoice. For larger orders and companies we agree terms separately, through a wholesale account.
Prescriptions and lenses
Everything we need before making your lenses
For prescription glasses we need a report from an ophthalmologist or optometrist, no more than two years old, with the values for both eyes and the pupillary distance.
If you have not had a measurement, come into the shop — we test and measure on the spot, and the report stays with you even if you buy the frame somewhere else.
Progressive and multifocal lenses also need precise centring on the chosen frame, so that work is always finished in the shop.
Delivery
When your order arrives at your address
Non-prescription frames go out by courier as soon as the order is ready. Prescription glasses take longer, because we order the lenses to match your report.
We send you the exact date by e-mail with the order confirmation, together with the tracking number once the parcel leaves us.
If you need the glasses for a particular date, say so in the note — in most cases we can speed the work up.
Exchanges, returns and warranty
If something is not right
You can cancel a purchase made through the site within 14 days of receiving it, without giving a reason, under the Consumer Protection Act. The glasses should be unused and in their original packaging.
Glasses with lenses made to your prescription are produced to order, so the rules for goods made to a customer’s specification apply to them; faults in our work we of course put right at our own cost.
Frames and lenses carry the statutory two-year conformity guarantee. Adjusting a frame, replacing nose pads and small repairs are free for as long as you are our customer.