Warranty and services FAQs
Monday to Friday - 9am to 6pm
Weekends - 10am to 6pm
We offer a guarantee against any manufacturing product fault for two years after the day of purchase. Should your frames need attention outside that period, get in touch here and we'll advise further.
General wear and tear and scratched lenses are not covered under our warranty.
You do not have to register for your cover. We will be able to find your order details from the name or email address you placed your order with.
If your product fault is covered under our warranty cover, please contact our customer service team who will be able to assist.
No, the warranty starts from the date of your original purchase.
If you're in need of a repair, email us at email@example.com with an image of the frame and we'll advise on the options. We offer three levels of repair €30, €60 and €90 depending on the complexity.
The average turnaround for repairs is 10 working days from when we receive the frame. If our workshop advises the repair will take longer on closer inspection, we'll be in touch with an update.
If your frame is no longer available, please contact our customer service team and we can advise further if we have availability.
We can provide replacement prescription lenses for your frame from €60 and non-prescription lenses for €30. If you would like to send us an image or file of your most recent prescription (including date of the eye exam, expiry date, and optician's signature) to firstname.lastname@example.org we can provide a quote and turnaround time. We are unable to repair lens scratches.
Absolutely. For Bespoke or Bespoke+ repairs, please contact email@example.com and our team will be happy to advise further.
As our workshop team use tools exclusively designed for our Cubitts frames, we are unable to provide repair for non-Cubitts frames. We would recommend contacting the company from which you originally bought the frame.
On the one-year anniversary of your frames, we will invite you for a complimentary frame rehab. During your frame rehab we will: remove the lenses and clean them, polish the frame, tighten screws and check hinges, deep clean in an ultrasonic bath, and re-adjust the frame to ensure the fit is still comfortable.
Contact customer service to arrange your complimentary frame rehab service. Please note, we are unable to cover shipping and returns costs.
No. If your frames are broken, please email firstname.lastname@example.org with a photograph of the damage and our customer services team will be able to advise further on the cost of the necessary repairs.
No, there is no need to book. You can pop into any of our locations for a 10 working day service. Or, please contact our Customer Service team who will be able arrange the return via post.
You have thirty days from the date of the email to redeem the complimentary service.
Contact us here to request a DHL shipping label. Please note, we are unable to cover the return and delivery costs.
If you would like to drop your frame off in store, there will be a 5-7 working day turnaround on frame services.
Please allow an extra 3 working working days for frames posted via Royal Mail in the UK.
If you have frames over two years old, you can take advantage of the service for €18.
If you have more than one frame eligible for a service, you can post them at the same time and we will try our best to have these completed simultaneously.
If you think that your frame needs a little TLC before your first year, please contact us. We can take a look and perform any necessary servicing under warranty. If your frame needs to be repaired, we will advise you of what needs to be done and what the cost will be.
If your lens is scratched, we recommend to replace the lenses completely. Please contact us here for further advisement. Prices start from €60 for prescription lenses, or €30 for non-prescription.
Unfortunately we are not able to perform frame rehabs on non-Cubitts frames.
In addition to the our standard lenses, we offer:
Colour lens tint - €30 for non-prescription, €60 for prescription
Blue filter lens - €60
Polarised lenses - €60 (excluding 1.74)
Eyezen - €180
Transition lenses - €120 (excluding 1.74 green tint)
-Non-prescription lens change - €30
-Lens change 1.5/1.6index - €60
-Lens change 1.67 index - €90
-Lens change 1.74 index - €120
-Non-prescription sun lens change - €30
-Sunglass lens change 1.5 - €60
-Sunglass lens change 1.6 index - €90
-Sunglass lens change 1.67 index (excluding 1.74) - €120
The nose pads addition to the frame is usually suggested for someone with a narrow nose, wide nose or less prominent nose. This allows the wearer to get any frame (in their size) fitted with the adjustable nose pads.
The nose pads help to make any frames adjustable, so if Medium is your size but they don't fit on the nose, you can get them with the adjustable nose pads and they will fit better.
Yes, our nose pad additions are free of charge and can be added at the basket for acetate frames. If you would like to add nose pads after 30 days, there is a small fee of €18.
Absolutely. Just log in to your account online. From there you can download or print a full VAT invoice for your order. Please note, we are unable to manually edit any details.