Period of Lab Maintenance (January)
Due to a short period of lab maintenance some short delays with order production may be possible. We anticipate that any delays will be resolved by the beginning of February. Apologies for any inconvenience caused.
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We’re committed to ensuring orders are completed and dispatched as soon as possible. The majority of our Single Vision orders are completed within 7-10 working days*, however this timescale can vary depending on the contents of your order and any advised delays. 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
| Order includes... | Allow an additional... |
|---|---|
| Tinted, Transition & Photochromic Lenses | 1 - 3 w/days |
| Polarised & Mirror Polarised Lenses | 2 - 5 w/days |
| Varifocal / Bifocal | 7 - 10 w/days |
| Non-Stocked Designer Frames** | 3 - 20 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)
**Non-stocked designer frames = 'Available to Order' designer frames are ordered directly from our suppliers and normally arrive shortly after date of order. If we are notified that the frame is on back order, we will contact you via email immediately.
Delivery Timescales & Information
We ship orders globally with a shipping rate starting from (FREE for orders over £49) - 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 |
Usually within 20 days** | Free |
| Standard Delivery (2) Untracked |
Usually within 10 days** | |
| Evri (Standard) Tracked |
Within 2-3 days (Mon-Sat) | |
| Royal Mail (Tracked 48) Tracked |
Within 2-3 days (Mon-Sat) | |
| Royal Mail (Tracked 24) Tracked |
Within 1-2 days (Mon-Sat) | |
| Royal Mail (Special Delivery) Tracked |
Next day | |
| International Tracked/Insured Tracked |
Usually within 10-20 days** | |
You will receive a shipping email upon dispatch with any tracking information included (if applicable).
(1) Free delivery available on orders over £49.00. 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.
(1 & 2) Due to the unreliability with some overseas mailing systems, we can no longer offer free or 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.
**Timescales for these main methods can vary depending on your delivery country and the mail service within your country. Timescales are an estimate and not guaranteed.
Express Orders – Order today, delivered tomorrow
We now offer a premium ‘Express’ service charged from 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 |
In addition to our Next Day service, we also offer a 2-day express service for and a guaranteed next day before 9am service for .
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.