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My Account & Orders Help

To help you with our My Accounts system, we have added a number of topics that should answer any account related questions you may have.

 

Your Current Orders

Your Order History

Wheres my Order?

What do the Status Types Mean?

There is a problem with my account

 

 

Your Current Orders

This is a list of your current orders that have yet to be completed or have very recently been completed.  As soon as your order is placed the status for the order will be displayed, these include:

"Payment Received" - We have received your order and have processed your payment.  This status will update again shortly to say your order is now in progress.

"Payment by Cheque - in Progress" - We have received your order and you have chosen to make a payment by cheque.  Please send your payment to: SelectSpecs, PO Box 102, Margate, Kent, CT9 1YU, United Kingdom.  Once we receive your cheque payment we will begin to process your order.

"Pending payment - Pay Now! or Cancel This Order" - We have received your order but you have failed to complete the transaction.  This order will be held as pending until payment is made.  If you no longer require this order you may cancel the order by clicking on the "Cancel This Order" link. 

"In Progress" - We have received your order and payment.  You can now keep track of how your order is progressing simply by clicking on the provided "View Order" link.  Unfortunately, we are unable to amend your order or delivery address details after your order has been placed and is in progress, this is why we must ask that you double check your details carefully to prevent any problems occuring.

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Your Order History

This is a list of your orders that have been completed.  These orders are all marked as "Complete" and indicate that we have completed your job and it is now enroute to you.  You may view previous orders by clicking on the provided "View Order" link.

If you have any orders that have been cancelled once in progress, these orders will be displayed as "Cancelled" in your order history.

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Where's my Order?

When a part of your order has been completed we will mark it as "Complete".  Depending on the type of order some parts may ship individually or as a complete order.  For orders shipped by a signed for method (usually designer items, budget items normally shipped via normal mail), we will provide a tracking number and a link to the correct tracking tool for your convenience.

How long do I need to wait for Delivery?
We anticipate delivery to be within 10 days from date of shipping depending on where in the world you're based.  While the majority of customers will receive their orders in around 3-7 days from date of shipping there are cases where orders may be delayed by the postal system, delays of such are beyond our control. 

If your order does not arrive within 10 days of dispatch, please do not worry; it is very likely that it will arrive very soon. In line with Royal Mail guidelines, we will not consider a package lost until 25 working days have passed. This is because the vast majority of packages will be delivered or returned to us as 'undeliverable' within this time.

If after 25 working days your order has still not arrived, please contact us at via our help and information pages on the website to arrange a free replacement. Please include your order number, name and the date of dispatch in your email. This does not apply to customer's own items or to reglazes which are sent at the customer's risk unless we agree otherwise in writing.

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What do the Status Types Mean?

As we process each part of your order we will update the status accordingly, these status updates will give your an idea of how your order is progressing.  Here is a breakdown of all the status types for your information:

Lenses Ordered - Your lenses have been ordered and are in production, standard prescriptions will take approximately 2-4 days to arrive, bifocals, Varifocals, polarised, Photo-chromic and tints can take approximately 6-8 days to arrive, 1.67 and 1.74 index lenses can take approx 10-12 days to arrive as these are all made to order, if your order has not updated don't worry it is probably only a slight delay.
Lenses Arrived - Your lenses have arrived at SelectSpecs, these will now enter checking ready for glazing in our laboratories.
Frames Ordered - We have ordered your frames and are awaiting delivery to our glazing laboratory, generally designer frames take approximately 6-8 days to arrive with us, sometimes sooner of course.
Frames Arrived - Your frames have arrived at SelectSpecs, these will enter our glazing laboratory once your lenses are prepared.
Part Entered Glazing - Your lenses and frames have arrived and are now in our lab for glazing, these will be completed in approx 2-4 days but don't worry if these take a bit longer as sometimes there can be unforeseen difficulties which may arrise in the glazing proceess.
Part Entered Specialised Glazing - Your lenses and frames have arrived and are now in our lab for specialist glazing, this process may take longer than normal glazing due to your prescription or frame selection, generally we would anticipate approx 7-10 days but probably sooner.
Shipped - Your order has been shipped and is now on it's way to you.

How often is this information updated?
We update order information on a daily basis.

Can I email you for a status update?
You can, however, all status information we have available is displayed within your "My Orders" page so there really is no need to contact us unless it's an extreme case.

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There is a problem with my account

We understand their may be discrepancies with your online account area and order details, however, this system is still being developed to allow for some exciting new features that will improve your overall shopping experience!  If you find any bugs or would like to submit any suggestions, please do let us know by leaving us some Feedback. 

Please be assured that details we have about your order will be correct and to your requested specifications.

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