CAN I ENTER MY PRESCRIPTION MANUALLY?
I've made the decision to NOT accept manual entry as we don't want any errors. You can upload a photo or a file of your prescription during the ordering process, or forward an email from your optician to ensure there are no mistakes. Or we can call your optician on your behalf to make your life easier. Just tell us their details and we’ll make the call.
WHAT'S YOUR RETURN POLICY?
Our return policy is straightforward. You can return optical frames or sunglasses for a full refund within seven days of receipt. We've installed a RETURNS MANAGER to make this process painless.
Please note that prescription items that are customised, i.e., bespoke and individual, cannot be refunded. We'll take the hit on the cost of basic lenses but regret that the additional cost of lenses that are either thin, supercoated, custom tinted or polarised will not be refunded.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, PayPal and BitPay. You can also make payments direct to our bank account, in which case please contact us via email and we'll send you the details.
CAN I ORDER BY PHONE?
Yes. If you'd prefer to, that's fine. Please call on 020 7813 1234 or +44 20 7813 1234 from overseas. Our hours are Monday to Saturday 10am to 6pm.
WHEN WILL I RECEIVE MY FABULOUS SUNGLASSES/GLASSES?
Our aim is to offer same day despatch on all frames and sunglasses, by keeping the majority of items in stock. Adding bespoke, custom prescription elements will add time, as below. If a frame is temporarily out of stock, we'll advise you.
SUNGLASSES: Order before 2pm for same day despatch.
PRESCRIPTION GLASSES: Order before 2pm for next day despatch. Often orders are held up by not receiving prescription details from your optician.
POLARISED PRESCRIPTION SUNGLASSES: These take a week to be made.
We've installed (at great expense) a TRACKING APP so you can keep an eye on your delivery.
HOW DO I TRACK MY ORDER?
Order tracking details are kindly shared upon order completion.
CAN I ORDER GLASSES WITH A LIGHT TINT?
Yes, you can, but as we've strived to make the ordering process as simple and streamlined as possible, we haven't included this option online. Either call us or add the request in the 'additional information' text box in the shopping cart.
DO YOU DO VARIFOCALS/PROGRESSIVE LENSES ONLINE?
Now, there's a question. I know there are websites that offer this, but for the life of me I don't know how they get away with it. As an optometrist, I consider that the measurements required to successfully fit and supply varifocals cannot be done remotely. Perhaps this will change. But until it does, the answer to this question is "no". You're very welcome to buy the frame on its own and get the lenses made locally.
DO YOU OFFER GIFT CERTIFICATES?
Yes! Gift Certificates can be ordered in any amount up to £100,000.
WHY DO YOU ACCEPT BITCOIN?
Because my Uncle Malcolm told me to. He's a maven in such things. I have no idea what cryptocurrency is. I don't think there's anyone alive that does. If you can explain it in one sentence please let me know.
WHAT ARE YOUR DELIVERY CHARGES?
We're offering free worldwide delivery for the foreseeable future.
WHICH COUNTRIES DO YOU DELIVER TO?
Every single one of them! If you have a post box, our dedicated team of weary postal guys will find you. Please be aware that depending on your country's importing policy, you may be responsible for import duties. Here's a handy DUTY CALCULATOR to help.
IN THE EVENT OF A REFUND, WHEN WILL I BE CREDITED?
We'll process any refund within 24 hours of receiving goods. Please use our RETURNS MANAGER to monitor your return.
Have a look here
WHAT IS MY PD?
Your PD is the distance between your eyes (interPupillary Distance) and is required so that we know where to position the optical centres of your lenses within the frame. If you know it, great. Otherwise, we can call your optician for you.