You may cancel your contact lens order (or any contact lens products within your order) any time before the goods have shipped. In this case, you will receive a full refund of your order.

You can also cancel your order at any time up to 7 days after you have received the goods, as long as the goods are unopened, unused and are still in their original packing. You do not have to give a reason for canceling your order during this period. You will be responsible for the cost of packaging and returning your order. You will receive a full refund of your lenses order, less a nominal charge of £3.50. Please note - Items which are being returned for a full refund under your right to cancel your order should be unopened, in their original packing and should not have been used. To see how to cancel an order, see the section below on Making a Return.

Note:
* Refunds can take up to thirty (30) days to be posted to your credit card.
* Refunds will only be issued to the same credit card or account supplied for the initial payment of the order.

In the rare instance that you received the incorrect lenses, you will get a FULL refund OR exchange (at your preference).
If you opt for an exchange, please note that there will be no changes made to the original order. The new order will be dispatched based on the original prescription – not a new prescription.

* Refunds can take up to thirty (30) days to be posted to your credit card.
* Refunds will only be issued to the same credit card or account supplied for the initial payment of the order.
* For circumstances not mentioned above, please call us and we will be happy to assist you.

We send all our contact lens orders by Royal Mail First class. If the products you have ordered are returned to us as undeliverable by the postal service, we will endeavour to contact you by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made.

In cases where you do not receive your order, we request that you check with with your family members or your neighbours to see if they have received them and have forgotten to let you know. As a next step, we would request that you check with your local post office to see if any packets are being held for you (this usually happens in cases where the packet is too big to fit in your letter box).
In the event that you are still unable to locate your order, we will then consider your order as lost. Please note that we will wait for a minimum of 15 working days after dispatch before considering your order as lost. If your order is still not traceable 15 working days after dispatch we will then refund the lost component of your order.

Most of our frames are in stock at the warehouse and are normally sent for processing to the lab within a few hours of your order. If you wish to cancel your order for any reason, please contact us as soon as possible. Once your order has entered the ‘processing stage’ it cannot be cancelled and can only be returned.

If for any reason you are not satisfied with your goods, you should notify us by email, fax, letter or phone as soon as you receive them and within 24 hours. We will ask you to pack them securely and return them to us, at your cost and risk, in their original condition including all relevant cloths, bags, cases, toolkits, guarantee cards and any enclosed literature within seven working days starting the day the goods have been received, together with your original receipt and original packing. Please see the section below on Making a Return

The following refund policy will apply:
* We will refund the entire original cost of the frame (including the cost of basic Single Vision lenses).
* Any optional extras, such as extra coatings, tints, high index lens options, bifocals, varifocals, transitions or polarised lenses are non-refundable.
* Please note that Postage Charges are not refundable. In cases where multiple products have been ordered (such as Contact lenses and Value Prescription Glasses), £3.50 will be deducted from the refund amount even if you are just returning only the glasses. In cases where your original order qualified for free shipping, a cost of £3.50 will be deducted from the refund amount.
* No refunds will be entertained if the goods are not received in brand new condition with case, cleaning cloth, toolkit and guarantee card (if applicable)

NOTE: Please package your return carefully – we will not issue any credit for items damaged in transit. Also, to ensure safe delivery, you should ship your package using a trackable carrier (we recommend Recorded Delivery). We are unable to issue credit for packages lost in transit.

* Refunds can take up to thirty (30) days to be posted to your credit card.
* Refunds will only be issued to the same credit card or account supplied for the initial payment of the order.

In the rare instance that a product was made incorrectly by our lab or you received the wrong frame, you will get a FULL refund OR exchange (at your preference).

If you opt for an exchange, please note that there will be no changes made to the original order. The new order will be manufactured based on the original prescription – not a new prescription.

* Refunds can take up to thirty (30) days to be posted to your credit card.
* Refunds will only be issued to the same credit card or account supplied for the initial payment of the order.
* For circumstances not mentioned above, please call us and we will be happy to assist you.

We send all our Value Prescription eyeglass orders by Royal Mail Recorded delivery. If the products you have ordered are returned to us as undeliverable by the postal service, we will endeavour to contact you by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made.

In cases where you do not receive your order, we request that you check with with your family members or your neighbours to see if they have received them and have forgotten to let you know. As a next step, we would request that you check with your local post office to see if any packets are being held for you.

In the event that you are still unable to locate your order, we will then consider your order as lost. Please note that we will wait for a minimum of 15 working days after dispatch before considering your order as lost. If your order is still not traceable 15 working days after dispatch we will then refund the lost component of your order.

Inspection of Goods
Our packaging and logistics department ensure that the frames are carefully packaged. In addition, all our frames are sent in a hard clamshell case that makes them virtually indestructible.
All orders are sent by Recorded Delivery. In the interest of our customers, we strongly advise that deliveries be accepted only after inspection. Delivery should be refused in case of any damage. Any claims of goods being damaged at the time of receipt will not be entertained once delivery has been accepted.

You may cancel your Designer Eyeglasses or Sunglasses order any time before the goods have shipped. In this case, you will receive a full refund of your order.

You can also cancel your order at any time up to 7 days after you have received the goods, as long as the goods are unopened, unused and are still in their original packing. You do not have to give a reason for canceling your order during this period. You will be responsible for the cost of packaging and returning your order. You will have to return your order including all relevant cloths, bags, cases, toolkits, guarantee cards and any enclosed literature within seven working days starting the day the goods have been received, together with your original receipt and original packing.

You will receive a full refund of your product purchase, less a nominal charge of £3.50. No refunds will be entertained if the goods are not received in brand new condition with case, cleaning cloth, toolkit and guarantee card (if applicable). To see how to cancel an order, see the section below on Making a Return.

Note:
* Refunds can take up to thirty (30) days to be posted to your credit card.
* Refunds will only be issued to the same credit card or account supplied for the initial payment of the order.

* In the rare instance that you received the incorrect lenses, you will get a FULL refund OR exchange (at your preference).
If you opt for an exchange, please note that there will be no changes made to the original order. The new order will be dispatched based on the original prescription – not a new prescription.
*  Refunds can take up to thirty (30) days to be posted to your credit card.
* Refunds will only be issued to the same credit card or account supplied for the initial payment of the order.
* For circumstances not mentioned above, please call us and we will be happy to assist you.

We send all our contact lens orders by Royal Mail First class. If the products you have ordered are returned to us as undeliverable by the postal service, we will endeavour to contact you by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the return of the goods, then a refund will be made.

In cases where you do not receive your order, we request that you check with with your family members or your neighbours to see if they have received them and have forgotten to let you know. As a next step, we would request that you check with your local post office to see if any packets are being held for you (this usually happens in cases where the packet is too big to fit in your letter box).
In the event that you are still unable to locate your order, we will then consider your order as lost. Please note that we will wait for a minimum of 15 working days after dispatch before considering your order as lost. If your order is still not traceable 15 working days after dispatch we will then refund the lost component of your order.