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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 Delivery on orders over $66.15*
Select FREE Delivery at checkout.
Standard worldwide shipping is $8.03 - Restrictions apply. See Delivery Timescales & Information below for details.
April/May 2022 - Production Update
Due to the widely publicised Covid outbreak in Asia, our lens and frame supply lines may be adversely impacted which may cause a slight delay with order production in the short term (this may extend any timescales stated below or elsewhere on our website). Apologies for any inconvenience this may cause. We thank you for your patience at this time.
Suspension with Shipping to Spain
Unfortunately the Spanish authorities levy a fine on all imports of prescription glasses. There is no logic to the fines, no reason given for the fines and the fines vary from small values to very large demands. We cannot therefore deliver to any Spanish address. We can deliver to any other address within the EU with all VAT and import duties paid by us.
Production Timescales & Information
We’re committed to ensuring orders are completed and dispatched as soon as possible. The majorty 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
| Allow an additional... | |
|---|---|
| Tinted Lenses | 1 - 3 w/days |
| Transition & Photochromic Lenses | 1 - 3 w/days |
| Polarised Lenses | 2 - 4 w/days |
| Mirror Lenses | 3 - 5 w/days |
| Multifocal Lenses (ie, Varifocal / Bifocal) | 4 - 7 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 $8.03 (FREE for orders over $66.15) - 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) | $8.03 |
| Yodel Xpress 2 Day Service Tracked | Within 2 days (Mon-Sat) | $9.38 |
| Royal Mail 48 Tracked | Within 2-3 days (Mon-Sat) | $10.73 |
| Royal Mail 24 Tracked | Within 1-2 days (Mon-Sat) | $12.08 |
| Special Delivery Tracked | Next day | $13.43 |
| International Tracked/Insured Tracked | Within 10 days (location dependent) | $17.48 |
You will receive a shipping email upon dispatch with any tracking information included (if applicable).
(1) Free delivery available on orders over $66.15. 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.
Express Orders – Next Day Glasses
We now offer a Next Day* ‘Express’ service starting from £23.95 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 +6.00 to -6.00 CYL ±1.50 |
In addition to our Next Day* service, we also offer a 2-day express** service for £21.95 and a guaranteed next day before 9am service for £39.95.
Orders placed on a Monday to Friday before 3pm will be completed and dispatched the same 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. See here for further details.
*'Next Day Express' is shipped using Royal Mail Tracked 24 and normally arrives within 1-2 days. **'2-Day Express' is shipped using Royal Mail Tracked 48 and normally arrives within 2-3 days.
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.
*Due to the unreliability with some overseas mailing systems, we can no longer offer free shipping to the following countries: China, South Africa, Ukraine, Russia.