Returns Policy
Glasses Returns, Prescription Orders & Refund Information
At Ilkeston Factory Specs, we want you to feel confident when purchasing prescription glasses, designer eyewear, replacement lenses, and optical services from us.
This page explains our returns, refunds, exchanges, and prescription eyewear policy.
Prescription Glasses Returns Policy
Because prescription glasses and lenses are custom-made to your individual prescription requirements, they are generally non-refundable.
This includes:
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Prescription glasses
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Varifocal lenses
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Reglazing services
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Prescription sunglasses
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Custom lens orders
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Reframing own lenses
However, if there is an issue with your order, we will always work with you to resolve it fairly and professionally.
Faulty or Incorrect Glasses
If your glasses are faulty, damaged, or supplied incorrectly, please contact us as soon as possible.
We may offer:
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Repair
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Adjustment
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Replacement
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Refund where appropriate
Our team will inspect the issue and advise on the best solution.
Frame Adjustments & Fitting
New glasses can sometimes require minor adjustments for comfort and fit.
We offer professional fitting adjustments in-store to help ensure:
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Better comfort
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Correct alignment
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Improved vision performance
If your glasses feel uncomfortable, please visit us for assistance.
Non-Prescription Items
Unused non-prescription products (excluding bespoke reframes) may be eligible for return within a reasonable timeframe and within 14 days, provided they are:
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Unworn
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Unaltered
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Unfitted
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In original condition
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Returned with proof of purchase
Please contact us before returning any item.
Reglazing & Lens Replacement Services
For reglazing and replacement lens services, customers are responsible for ensuring frames provided are suitable for relensing.
While we take great care during the reglazing process, older or fragile frames may carry some risk during lens removal and fitting.
Our team will advise you before work begins if we identify any concerns but we can't be responsible for accidental damage throughout the process.
Deposits, Bespoke & Special Orders and Services
Some custom frame or lens orders may require a deposit.
Special-order items requested specifically for customers may be non-refundable once ordered from suppliers.
Contact Us About Returns or Adjustments
If you have any questions about your glasses, prescription lenses, or an existing order, our team will be happy to help.
👉 Visit us in-store
👉 Call for advice
👉 Speak to our experienced optical team
We aim to resolve any issues quickly and professionally.
Why Customers Choose Ilkeston Factory Specs
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Independent manufacturing opticians and eyewear dispensary long
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established since 1991
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Same-day prescription glasses - single vision glasses available on many prescriptions
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Onsite optical laboratory
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Expert fitting and adjustments
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Large selection of designer glasses brands
We are committed to providing excellent customer service alongside high-quality prescription eyewear.
Frequently Asked Questions
Can prescription glasses be returned?
Because prescription lenses are custom-made, they are usually non-refundable unless faulty.
What if my glasses feel uncomfortable?
We offer fitting adjustments in-store to improve comfort and alignment.
Can reglazed frames be guaranteed?
Older or delicate frames may carry some risk during reglazing, but we will always advise you beforehand.
Can I return a reframe with own lenses fitted?
Reframing requires bespoke service and own lens fitting/trimming so are not returnable.
Do I need proof of purchase?
Yes — proof of purchase helps us process returns and adjustments more quickly.
Need Help?
If you have concerns about your glasses, lenses, or order, please contact Ilkeston Factory Specs and our team will be happy to assist.