Orders and Delivery FAQs

Once you have ordered in store, you can ask for your order to be shipped.

We ship to the following
countries: 

Albania, Andorra, Australia, Austria, Bahrain, Bangladesh, Belarus, Belgium, Bhutan, Bosnia and Herzegovina, Bulgaria, Cambodia, Canada, Canary Islands, Channel Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, South Korea, Kosovo, Kuwait, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Malaysia, Malta, Mexico, Moldova, Monaco, Montenegro, Myanmar, Nepal, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Serbia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, USA, Vietnam.

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.

You can view the current status and location of any order by signing into your Cubitts account here.

We accept all major credit and debit cards online with secure payment. You can also pay via Apple Pay, or over the phone through our secure payment gateway.

Absolutely. If you would like to do this, the best way is to place separate orders for each pair.

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.

Yes, we do. Our Express Glazing service for next day collection is offered on non-prescription and 1.5 index single vision prescription lenses, subject to availability. Orders must be made in store by 4PM, and will be available for collection in store the next day. This service costs £20 and is available Monday to Friday.

UK
Delivery is free for all orders placed in the UK.

Rest of the world
For orders placed in the rest of the world, delivery is free for orders over £75 (€90/$99.)
For orders between £20 and £75 (or €24 to €90, or $27 to $99), delivery is £15 (€18/$20).
For orders under £20 (€24/$27), delivery is £5 (€6/$7).

Please note that orders going outside the UK will not include duties and tax to deliveries. Each country has different rules for customs and import duties. We suggest that you check before purchasing.
Due to recent changes in the UK & EU’s trade agreements, customers living within the EU will no longer be charged VAT at checkout. Our prices have stayed the same, but your order will be shipped on a DDP (Deliver Duty Paid) service meaning import VAT will be covered by us.

A guideline of expected lead times can be found below:

Standard prescription spectacles 5 - 7 working days
High-index prescription spectacles 7-10 working days
Non-prescription spectacles 5 working days
Accessories or other items 4 working days

Please note the estimated times above are for delivery in the UK. Orders delivered to the EU take an additional 3 working days, to the US takes an additional 4-6 working days, and an additional 5-6 days for the rest of the world.

You will receive a dispatch confirmation email from us and email updates from the couriers with detailed delivery information. We ship with DPD next working day delivery. Through the DPD app, a Saturday delivery can be requested, however DPD will charge an additional fee for this. We ship with Royal Mail for any order under £75. For international deliveries we ship with DHL.

We offer shipping to the following countries:

Albania, Andorra, Australia, Austria, Bahrain, Bangladesh, Belarus, Belgium, Bhutan, Bosnia and Herzegovina, Bulgaria, Cambodia, Canada, Canary Islands, Channel Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, South Korea, Kosovo, Kuwait, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Malaysia, Malta, Mexico, Moldova, Monaco, Montenegro, Myanmar, Nepal, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Qatar, Romania, San Marino, Serbia, Singapore, Slovakia, Slovenia, South Africa, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, USA, Vietnam.

Online order and orders over the phone can be collected in any of our stores. To choose this option online, simply select your desired store to pick up from during checkout.

We offer a 30-day no-quibble returns policy from the date you receive your order, including prescription lenses. This excludes Bespoke orders, monogrammed cases, or otherwise personalised products which we cannot offer a return on unless there is a fault with the product. We use Royal Mail in the UK to facilitate our free returns policy, however postage for all international returns must be paid for by the sender. Please allow up to 5-7 working days for the money to reach your bank account once HQ receives your return.

We are happy to refund in full or exchange any item if you are not satisfied. Contact our Customer Service team for a free Royal Mail returns label.

To return your order for a refund, click here to create a free Royal Mail returns label. To exchange, please contact our Customer Service team who will assist. The Royal Mail returns label will allow you to print at home or download a QR code to show at the post office.

Absolutely. Our team can process a refund or an exchange for you.

Yes, we're happy to refund an unused gift card if it is within our 30-day return policy.

Of course. You’re welcome to return either the frame or the accessory from your set, however if you require a refund you will lose the discount applied to the set purchase.

We operate in GBP, meaning if you purchased in USD or EUR, we actually receive the funds in pounds depending on that day's exchange rate. That means if you decide to return, the exchange rate may have changed, and you could receive a small amount less or a little gain in your refunded amount than you originally paid. This does not include any international-related charges that your bank or card provider may charge you on top of this.