Warranty and services FAQs
We offer a guarantee against any 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 do our best to advise and help.
The warranty covers manufacturing product faults that are outside of general wear and tear.
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.
No, the warranty starts from the date of your original purchase.
If you're in need of a repair, email us at firstname.lastname@example.org with an image of the frame and we'll advise on the options. We offer three levels of repair £25, £50 and £75 depending on the complexity.
The average turnaround for repairs is 5 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.
We can provide replacement prescription lenses for your frame from £50 and non-prescription lenses for £25. 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 email@example.com we can provide a quote and turnaround time. We are unable to repair lens scratches.
Absolutely. For Bespoke or Bespoke+ repairs, please contact firstname.lastname@example.org 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 in 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 when you come in for collection.
No. If your frames are broken, please email email@example.com 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 5-7 working day service.
You have thirty days from the date of the email to redeem the complimentary service.
If you are in the UK, please contact us here to request a free Royal Mail returns label or QR code to download to post your frame to us. Once your frame is ready, we will post this back to you with tracking information.
For customers outside the UK we are also able to provide this service. 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.
You will receive an email when your frame is ready to collect from your chosen store. If you sent your frames to us via Royal Mail, you will receive a tracking confirmation email to inform you that your frame is on its way back to you.
If you have frames over two years old, you can take advantage of the service for £15.
If you have more than one frame eligible for a service, you can bring them in 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 pop into your local store or 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’ll need to replace the lenses completely. Please contact us here for further advisement. Prices start from £50 for prescription lenses, or £25 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 - £25 for non-prescription, £50 for prescription
Blue filter lens - £50
Polarised lenses - £50 (excluding 1.74)
Eyezen - £150
Transition lenses - £100 (excluding 1.74 green tint)
Non-prescription lens change - £25
Lens change 1.5/1.6index - £50
Lens change 1.67 index - £75
Lens change 1.74 index - £100
Sunglass lens change 1.5 - £50
Sunglass lens change 1.6 index - £75
Sunglass lens change 1.67 index (excluding 1.74) - £100
Yes, our nose pad additions are free of charge and can be added at the basket for all acetate frames.
All of our stores accept Edenred Eyecare vouchers. We do not accept NHS vouchers or any other voucher scheme. To place an online order using an Edenred voucher, please contact us.