Frequently asked questions
Most frequently asked questions
Any orders placed from 1st December will have an extended return policy until 31st January 2022. Excluding bespoke and personalised items which are non-refundable.
Please allow plenty of time when placing an order for Christmas, as couriers can become delayed during the busy period.
The order by dates below are simply a guideline:
E-Gift Cards - In your inbox within minutes
Non-prescription, Physical Gift Cards, and Accessories - 16th December
Single Vision Optical Prescription - 9th December
Multifocal Prescription - 5th December
Yes, we do. You can select your lens option at the checkout.
Regrettably, not all of our stores are fully wheelchair accessible.
Fully accessible stores and examination rooms
Accessible stores (but not exam rooms)
Hampstead (not our Bespoke room)
Coal Drops Yard
Please note that for Coal Drops Yard, Notting Hill, and Brighton, the exam rooms are on the ground floor, but some larger wheelchairs will not be able to access.
We offer store collection for online and phone orders at all of our store locations. Simply select which store you would like to pick up from during checkout.
You are welcome to pop by to see us, have a browse, book an eye exam or arrange that much needed repair. You do not require an appointment.
Yes, we do. Please contact firstname.lastname@example.org with a copy of your prescription, including the eye exam date, recall date and optometrist's signature and we will be able to assist further.
We do not offer returns on our Bespoke frames, monogrammed cases, or otherwise personalised products unless there is a fault with the product itself.
For our core collection frames and prescription lenses, we still offer a 30 day return policy.
No, however you can still order frames online, and we have a 30 day returns policy, should you change your mind.