Production Information
The majority of our Single Vision and frame only orders are completed and dispatched within 1-2 weeks, however this timescale can vary depending on the contents of your order and any advised delays. For transparency, we've included the following production timescale estimations:-
| Your Order Includes... | Estimated Timescale |
|---|---|
| Single Vision Glasses | 1-2 weeks |
| Bifocal or Varifocal Glasses | 2-3 weeks |
| Prescription Sunglasses | 2-3 weeks |
| If your order includes a non-stocked designer frame*, please allow up to 4 weeks for this to arrive with us from our suppliers. | |
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.
*Non-stocked frames = 'Available to Order' frames are ordered directly from our designer suppliers and normally arrive with us shortly after the date of order. If we are notified that the frame is on back order or is discontinued, we will contact you via email immediately.
Delivery Information
We ship orders globally with a shipping rate starting from £5.95 with FREE delivery or FREE 24/7 InPost Locker & Shop collection (UK Only) available for orders over £49.00 - All orders are shipped from our UK office, based in Westgate on Sea, Kent.
| Delivery Method | Estimated Delivery Timescale | Cost |
|---|---|---|
| ***Estimated delivery times are from date of order completion and dispatch and may vary depending on your location*** | ||
| FREE (1) /Standard Delivery (2) UK: Tracked EU: Untracked Rest of World: Untracked |
UK: Within 4-7 days EU: Usually within 10 days Rest of World: Usually within 21 days |
£5.65 or FREE for orders over £49.00 |
| 24/7 InPost Locker & Shop Collection Tracked |
Within 2-3 days (Mon-Sat) | £5.65 or FREE for orders over £49.00 |
| InPost Home Delivery (3) Tracked |
Within 2-3 days (Mon-Sat) | £6.45 |
| Royal Mail (Tracked 48) Tracked |
Within 2-3 days (Mon-Sat) | £6.95 |
| Royal Mail (Tracked 24) Tracked |
Within 1-2 days (Mon-Sat) | £7.95 |
| Royal Mail (Special Delivery) Tracked |
Next day guaranteed (Insured for up to £750 if lost or damaged) |
£9.95 |
| DPD EU (4) Tracked |
Usually within 4-7 days | £12.95 |
| DPD EU+ (4) Tracked |
Usually within 2-3 days | From £15.00 |
| International Tracked/Insured (4) Tracked |
Usually within 21 days | £16.95 |
| A shipping email will be sent upon dispatch with any tracking information included (if applicable). Please note that shipping times are not guaranteed unless stated. | ||
(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) A surcharge may be applied at checkout for selected postcodes. (4) Timescales and costs for these options vary from country to country. Expected timescales and costs quoted at checkout for your location. Due to customs or local issues, we can no longer ship to the following countries: Spain.
Express Orders – Order Today, Delivered Tomorrow
Our Next Day Express service starts from £16.95 for UK customers and from £24.00 for EU customers. This service fee is per item and includes delivery. Simply choose a frame from our Express collection, tick the 'Express Delivery' option and add 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 offer a 2-day express service for £11.95 and a guaranteed next day before 1pm service for £24.95. EU customers can also choose a 2-3 day service starting from £15.00.
Production Cut Off Times
For UK customers, orders placed on a Monday to Friday before 3pm will be dispatched the same day. Orders placed after 3pm Friday or during a weekend or public holiday will be dispatched the following working day.
For EU customers...
- Next Day Express (DHL) - Orders placed on a Monday to Friday before 2pm (1pm GMT for Republic of Ireland) will be dispatched the same day. Orders placed after this time on a Friday or during a weekend or public holiday will be dispatched the following working day.
- 2-3 Day Express (DPD) - Orders placed on a Monday to Friday before 3pm will be dispatched the same day. Orders placed after this time on a Friday or during a weekend or public holiday will be dispatched the following working 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.
Missing Deliveries
While we ensure all parcels are dispatched and delivered correctly, we cannot be held responsible for packages stolen after confirmed delivery to the correct address.
We recommend being available to receive your parcel or arranging a secure delivery location such as a local shop or trusted neighbour. If you request for your order to be left in a safe place, or the parcel is left at your door, you are liable for any potential loss of your order.
If you suspect your delivered package is missing, please contact us promptly for investigation.