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General Information
- Frequently Asked Questions / FAQs
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- Production and Delivery Timescales
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Production and Delivery Timescales
FREE Worldwide Delivery on orders over $69.09
Select FREE Delivery at checkout.
Standard worldwide shipping is $8.39 - Restrictions apply. See Delivery Timescales & Information below for details.
Notice of Possible Delays - January 2021
Due to the ongoing COVID-19 situation we're having to adhere to government social distancing guidelines and strict health and safety measures, which means that the production and delivery of your glasses may take longer than normally advertised. We are also experiencing some slight delays with designer frames arriving from our suppliers based in Europe, this is due to delays caused by the Brexit changes (delays at ports, customs and additional paperwork), however we have been advised that most shipments should be arriving with us shortly.
We are working as hard and as fast as possible to ensure our customers receive their orders as quickly as possible but we do ask for your patience and understanding if this takes a little longer than normal.
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 (quoted in working days):-
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 w/days | 7 – 10 w/days |
| ±6.25 to ±10.00 | 8 – 12 w/days | 10 – 15 w/days |
| ±10.00 and over | 12 – 18 w/days | 15 – 21 w/days |
For CYL powers over ±2.00, or prescriptions with a prism, please allow an additional 2-4 working days.
Additional Timescales
| Allow an additional... | |
|---|---|
| Tinted Lenses | 1 - 3 w/days |
| Transition & Photochromic Lenses | 1 - 3 w/days |
| Designer Frames | 2 - 4 w/days |
| Polarised Lenses | 2 - 4 w/days |
| Mirror Lenses | 3 - 5 w/days |
| Varifocal / Bifocal | 4 - 7 w/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 $8.39 (FREE for orders over $69.09) - All orders are shipped from our UK office, based in Westgate on Sea, Kent.
Once your order has been completed in line with our production timescales above, it will ship by your chosen shipping method and is estimated to arrive within the following timescales (times quoted in working days and may vary depending on country of delivery):-
| Method | Estimated Timescale | Cost From... |
|---|---|---|
| ***Estimated delivery times are from date of order completion and dispatch and may vary depending on your location*** | ||
| Free Delivery (1) Untracked | Allow up to 20 days (Mon-Fri) | Free |
| Standard Delivery (2) Untracked | Allow 15-20 days (Mon-Fri) | $8.39 |
| Royal Mail 48 Tracked | Within 2-3 days (Mon-Sat) | $9.80 |
| Royal Mail 24 Tracked | Within 1-2 days (Mon-Sat) | $11.21 |
| Special Delivery Tracked | Next day | $14.03 |
| International Tracked/Insured Tracked | Within 10 days (location dependent) | $12.62 |
| DPD 'Classic' Europe (3) Tracked | Within 1-7 days (location dependent) | $18.26 |
| DPD 'Air Classic' Worldwide (3) Tracked | Within 3-6 days (location dependent) | $19.67 |
You will receive a shipping email upon dispatch with any tracking information included (if applicable).
DPD services available for: Austria, Belgium, Bosnia, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Iceland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Sweden.
(1) Free delivery available on orders over $69.09. 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 the unreliability with some overseas mailing systems, we can no longer offer standard untracked shipping to the following countries: China, South Africa, Ukraine, Russia.
(3) Timescales and costs for these options vary from country to country. Expected timescales and costs quoted at checkout for your location.
Express Orders – Order today, delivered tomorrow
We now offer a premium ‘Express’ service charged at £19.95 per order including delivery. This service is available to UK customers choosing a frame from our ‘Express’ collection, and single vision clear lenses meeting the following criteria:-
| Selected Lens | Prescription |
|---|---|
| 1.5 to 1.67 index lens | SPH +3.50 to -6.00 CYL ±1.50 |
Orders placed on a Monday to Friday before 3pm will be delivered the following day. Orders placed after 3pm Friday or during a weekend or public holiday will be dispatched the following working day for delivery the next day.
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 weeks (10 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.