Returns Policy
Products and services online
If you've purchase your products with us online and have changed your mind you can return complete prescription glasses for a partial refund within the first 7 days of receiving them. They should be unused, undamaged and in the original packaging. Do not wear the glasses. Before returning items you must contact us and request a returns number and address. You are responsible for the cost and safety of any returns and their value until we have received them and we have confirmed our receipt of the returned items and inspected them. We recommend therefore you use a signed for or special delivery post service. Read on for specific terms of return below.
Prescription spectacle are considered bespoke and as such are exempt from long distance selling regulations. However, we can refund the cost of the frame element of the glasses, but can't make refunds for bespoke lenses (made to your prescription). Elements of your order like prescription lenses and any bespoke work or additions, lens coatings and tints, lens grinding or lens fitting charges carried out on your instruction cannot be refunded and are exempt from long distance selling laws as they are bespoke and therefore not subject to the usual regulations. We exclude and do not refund any postage charges. Once bespoke orders are placed they cannot be cancelled. Reglazes and Reframe orders are bespoke services and are excluded from our returns policy so cannot be cancelled once an order is placed or returned for a refund if you've changed your mind.
Faults/Defects - If unusually the products we supply you online arrive not as described or defective on receipt you should let us know immediately and not use them. When buying in-store you should check your glasses for vision and for minor defects before leaving store. If you find a fault or any defects please send the item/s back to us at your own expense or bring the item back to store yourself. We will then replace or repair the product/s once we receive them. You should do this within 7 days. We recommend signed for return postage as you are liable for the products in transit and there safe keeping. Until and unless they reach us no repair or replacement can be made. Please note, we cannot be responsible for misuse, accidental damage or wear and tear to the products we supply and this does not constitute reason for return. This returns policy does not affect your statutory rights.