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AmericanGeneral Information
- Frequently Asked Questions / FAQs
- Terms of Sale
- 100% Secure Payments / VAT
- Production and Delivery Timescales
- Returns & Refunds Policy
- Our Warranty
- Privacy and Cookie Policy
- FREE Glasses in our Store
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- Help with your Glasses Prescription
- FREE Thin & Light Prescription Lenses
- Getting your Glasses Prescription
- PD / Pupillary Distance
- Guide to Sunglasses Lens Technologies
- Glasses Vouchers - NHS & Accor Eyecare
- Glasses Guide – Buying Glasses Online
- How to put Contact Lenses in
- How to Remove Contact Lenses
- Contact Lenses: Aftercare & Information
- 14-Point Quality Check
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Production and Delivery Timescales
FREE Delivery on orders over $102.75
Select Super Saver delivery at checkout.
Standard shipping is $8.15 - Restrictions apply. See Delivery Timescales & Information below for details.
Production Timescales & Information
We’re committed to ensuring orders are completed and dispatched as soon as possible. Currently, over 90% of our orders are completed within 7-10 working days*. For transparency, we have included the following production timescale estimations:-
Single Vision (clear) Lens Index & Your Prescription
| SPH Powers | 1.5 - 1.59 Index | 1.6 - 1.76 Index |
|---|---|---|
| ±0.25 to ±6.00 | 5 – 7 days | 7 – 10 days |
| ±6.25 to ±10.00 | 8 – 12 days | 10 – 15 days |
| ±10.00 and over | 12 – 18 days | 15 – 21 days |
For CYL powers over ±2.00, or prescriptions with a prism, please allow an additional 2-4 days.
Additional Timescales
| Allow an additional... | |
|---|---|
| Tinted Lenses | 1 - 3 days |
| Transition & Photochromic Lenses | 1 - 3 days |
| Designer Frames | 2 - 4 days |
| Polarized Lenses | 2 - 4 days |
| Mirror Lenses | 3 - 5 days |
| Multifocal / Bifocal | 4 - 7 days |
Please note that production timescales can be impacted if there are unforeseen delays within the production process, a sudden change in frame availability, or your product fails to meet our strict quality control guidelines. We'll advise you at the earliest opportunity should there be a substantial delay with your order.
Problem with your product?
If you’re not happy with your purchase, for any reason, please consult our returns policy and contact our customer services team for assistance.
*Working days = Monday to Friday (excl. Public holidays)
Delivery Timescales & Information
We ship orders globally with a shipping rate starting from $8.15 (FREE for orders over $102.75).
Once your order has been completed at one of our global labs, it will ship via your chosen shipping method and is estimated to arrive within the following timescales (depending on location):-
| Method | Estimated Timescale | Shipped From...* | Cost From... |
|---|---|---|---|
| Estimated delivery times are from date of order completion and dispatch and may vary depending on your location. | |||
| Free Delivery (1) Untracked | Within 10 days | UK or Hong Kong | Free |
| Standard Mail (2) Untracked | Within 10 days | UK or Hong Kong | $8.15 |
| Tracked & Insured Tracked | Within 10 days (location dependent) | UK | $12.26 |
| FedEx (3) Tracked | Within 1-7 days (location dependent) | UK | $28.70 |
| Canadian Delays Deliveries by Standard & Insured Mail (from UK) We are aware of delays with mail to Canada whereby some parcels can be held up in customs for an undisclosed period of time (up to 4-6 weeks), this can ultimately delay the arrival of your order which is unfortunately beyond our control. As a result, we would highly recommend choosing FedEx at checkout to ensure fast & secure delivery of your order (usually within working 3 days). | |||
You will receive a shipping email upon dispatch with any tracking information included (if applicable).
FedEx services available for: Australia, New Zealand, USA, Canada, South Africa, Russia, Ukraine.
*Designer items are always completed and dispatched from our UK lab.
(1) Free delivery not available for reglaze orders - Reglaze orders must be sent by an insured method to ensure safe return of the customers own property.
(2) Due to issues with overseas mailing systems, we can no longer offer standard shipping to the following countries: China, South Africa
(3) Timescales and costs for these options vary from country to country. Expected timescales and costs quoted at checkout for your location.
Shipping Delays / Order Not Arrived?
If your order does not arrive within our estimated timescales, please do not worry, your parcel may be delayed in the mailing system slightly. Our normal advice is to allow 2-3 weeks (10-15 business days) for delivery as 99% of parcels are delivered within this time.
If your order has not arrived after this period, please check with your local mailing office then contact our customer services team.
When contacting us to report non-delivery, please include your order number, name and the date of dispatch. We will send you a non-delivery form that must be completed so we can use as evidence of non-receipt in our claim with our shippers.
Please note customer's own items or reglazes are sent at the customer's own risk unless we agree otherwise in writing. We therefore cannot be held responsible should these items go missing in the postal system.