Frequently asked questions
Most frequently asked questions
We offer a 30-day no-quibble returns policy from the date you receive your order, including prescription lenses. We use DHL to facilitate our free returns policy. Please allow up to 5-7 working days for the money to reach your bank account once HQ receives your return in the UK. We provide a pre-paid DHL returns label with your order. To find your closest DHL drop off location, click here.
To exchange your order, please Contact our Customer Service team who woll be able to assist.
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.
Yes, we do. You can select your lens option at the checkout.
We are unable to accept orders using expired prescriptions. If your prescription expiry date has passed, you will require a new eye examination.
Yes, we do. Please contact email@example.com with a copy of your prescription 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. If you are unhappy with the product, please get in touch here and we will be happy to look into this.
For our core collection frames and prescription lenses, we still offer a 30 day return policy.
Create a new account by following this link.
This is not an entirely new account - all of your order and prescription history will be available. This simply reactivates your old account on our new website. You will then receive an email from us asking to reactivate your account. Simply follow the link to log in.
We will ask for a copy of your prescription after you submit your shipping and payment details.
No, we currently don't offer this service.