Ordering
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What happens after I order?
Our team will review your order and, if necessary, get in touch with any questions. You will then receive confirmation of your order via email with an estimated date of delivery. You will receive further notification when your order has been dispatched or, if you opted to collect your order, when it has arrived at your chosen location.
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Can I check on the status of my order?
You can view the current status and location by contacting the team at [email protected]
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How can I pay?
We accept all major credit and debit cards online with secure payment through Stripe.
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Can I order more than one pair with different prescriptions?
Absolutely. If you would like to do this, the best way is to place separate orders for each pair.
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How old do I have to be to order prescription spectacles?
As we are not NHS affiliated, the minimum age we can process a prescription order for is 16 years old. Anyone under the age of 16 can still place a non-prescription order online or in store.
Shipping
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How will my order be delivered?
For orders within the UK, we offer free standard shipping. Orders are typically processed within 1-2 business days, and delivery is estimated to take 3-5 business days once shipped.
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How much does shipping cost?
UK shipping is free.
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Do you ship internationally?
At the moment we only process orders in the UK, but will look to expand this over time.
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Can I track my order?
Yes, once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your package until it is delivered.
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What if my package is damaged or lost?
If your package arrives damaged or is lost in transit, please contact our customer service team as soon as possible at [email protected]. We will do our best to resolve the issue promptly.
Returns
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What is your return policy?
If you’re not 100% happy with your new glasses we offer a full refund on any returns within 30 days. This applies to both prescription and non-prescription orders.
The 30 day period begins at the delivery date. -
How can I make a return?
Please complete the returns form and write the returns number provided on the inside of the cardboard outer box or include as a note in the package. Download the form using the button at the top of the page.
The glasses, including all cases, cloths, branded boxes and any other packaging must be returned in their original condition.Returns should be sent to the address on the returns form and we recommend you obtain proof of postage as we are unable to take responsibility for item lost in the post. You will need to pay for the return postage.
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How can I request an exchange?
For all exchanges, please contact our customer service team at [email protected]
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How long will the refund take to credit my account?
Typically, the refund will take 5-7 working days to show up on your bank statement.