FAQ's
WHERE CAN I FIND TECHNICAL INFORMATION ABOUT THE PRODUCTS?
It’s listed on the product page for each style on this website – see below for an explanation of the terms used. If you can’t find what you’re looking for, our Contact Us and we will be happy to help.
WHAT DO THE TERMS ‘LENS SIZE’, ‘FRONT LENGTH’ AND ‘TEMPLE LENGTH’ MEAN?
These describe the dimensions of each frame. The size is the diameter of the lens; the bridge is the distance between the two lenses, and the temple length measures the 'arms' of the frame – see the image below for an example of how to measure them.
WHEN WILL MY ORDER SHIP?
Orders are shipped Monday to Friday between the hours of 9AM and 5PM GMT. This excludes weekend days. Our team will process your order within 48 hours, we then hand it over to our nominated carriers.
Any courier delays are fully beyond our control and may affect your orders arrival time over this busy period.
HOW CAN I CHECK THE STATUS OF MY ORDER?
Please kindly note it may take up to 3 working days for your order to process in the warehouse. You will receive an email with your tracking number, once the items are processed and getting ready to leave the warehouse. Tracking details could take up to 24 hours to update after you receive the tracking link from us.
DO YOU OFFER FREE SHIPPING?
Yes, we offer free shipping on all orders
CAN I MAKE CHANGES TO MY ORDER?
Unfortunately, we are unable to make any changes to your order once you have placed this however, if you Contact Us with your order number, one of our team members will be able to advise the best next steps to take.
CAN I CANCEL MY ORDER?
Unfortunately, we start processing your order as soon as it's placed. We are unable to change or cancel orders once they are made. If you no longer require your order, please submit a return request following our returns policy.
HOW CAN I USE A PROMO CODE?
If you have a coupon or promo code you want to use, type or copy it into the Discount Code box in your shopping bag page, and click "Apply". Don't worry, codes are not case-sensitive. If your promo code doesn't work, it may be because:
1. Some of the promotion conditions are not met
2. The promo code doesn't apply to the items in your bag
3. The code expired
WHY IS THERE A PENDING CHARGE ON MY CARD?
When you place your order using a credit card, its cost is set aside on your card. However, your card will not actually be billed until your order ships.
When you place your order using a debit card, the cost will be deducted from your account. However, your bank will only transfer it to us when your order ships.
This can be done for a limited time only. So if your order is delayed for any reason, we may ask the bank to extend its hold until it's time to ship your items.
If your order is canceled for any reason, we'll ask your bank to remove the hold and release the money back to your account. This usually takes 7-21 days, but the time may vary based on your bank's policy. Reach out to your bank for more information.
WILL THERE BE ANY ADDITIONAL DUTIES AND TAXES?
The prices you see include all duties, taxes, and customs fees (if applicable). We won't charge you anything else.
WILL I BE CHARGED ADDITIONAL TAXES OR FEES WHEN I GET MY ORDER?
Good news: there's no need to worry about additional fees or taxes. We'll never charge you more than the cost you see at checkout. However, your credit card company may have a surcharge for international transactions. Such charges are out of our control, unfortunately. If you're not sure, get in touch with your bank or credit card company for more information regarding international transaction fees.
WHAT IS YOUR RETURN POLICY?
Your return request must be made within 14 days of receiving your order
Any items returned to us that do not meet our returns criteria, will be sent back to you.
Please note, that any items purchased as part of a collection must be returned as a full collection. We don't accept individual items.
We can only accept returns on products purchased directly from our website. Any products purchased from an alternative retailer can only be returned to where the original purchase was made.
If you have received an item that appears faulty, we’re sorry about this. Please contact our support team here with your order details and a photo of the fault, one of our team will be happy to help.
If your order came with a free gift, this must be returned with the other items in your order.
Unfortunately, we are unable to accept returns on any gift cards.
HOW LONG DO I HAVE TO RETURN MY ITEM?
We have a 14-day refund policy; from the day the item is ordered, you will have 14 days to request a return.
HOW DO I RETURN MY ITEM?
To start a return request, Please CREATE A RETURN here.
For more information, please see our Returns & Refunds page.
WHEN WILL I RECEIVE MY REFUND?
Your refund will be processed once your return has been received and inspected. Your return will be inspected within 14 days of receipt. If approved, your refund will be issued back to he original payment method on your order. All refunds can take up to 72 hours to appear back in your account from being issued.
MY ITEM ARRIVED DAMAGED. WHAT SHOULD I DO?
We’re so sorry to hear that your order has arrived damaged. Please Contact Us with your order number and a photo of the damage. One of our team members will be happy to help!
Please ensure that you contact us within 30 days of receiving your order if you have experienced any order issues. After this time, we may not be able to assist you further.
I HAVE RECEIVED THE INCORRECT ITEM, WHAT SHOULD I DO?
We’re so sorry to hear that you were sent the incorrect item. We’d love to sort this for you! Please Contact Us with your order number and a photo of what you have received. One of our team will be happy to help!
Please ensure that you contact us within 30 days of receiving your order if you have experienced any order issues. After this time, we may not be able to assist you further.
ARE THERE ANY CHARGES FOR RETURNS?
Returns are Free - See our Returns and Refunds Page for More Information
HOW CAN I DELETE MY ACCOUNT?
To delete your account, please send your request through the Contact Us Form. One of agents will be happy to help