Our promise

What we’ll do for you

This is our customer service declaration intended to inform and reassure your decision when investing in a pair of our handmade frames. (Applicable to frames handmade in our workshop as of 07/10/21

Click any of the links below to find out more.

 

Free UK delivery  |  Free UK returns  |  Unlimited adjustments  |  Lifetime repairs |  No quibble refunds

 

 

Side close view of Red Royal Mail parcel trolley in street

 

Free UK delivery

For UK orders, we offer free delivery with all our handmade frames.

This complimentary service is provided via 'Royal Mail 2nd class signed for' with an expected delivery time of 3-4 days following dispatch. (Mon-Fri excl. Bank Holidays.)

Upon dispatch, you’ll receive a confirmation email which you can use to track your order.

For whatever reason your order does not arrive, please use your tracking number to see if it’s been left in a safe place, with a neighbour or has been deemed a failed delivery.

For further details about shipping, hit the button below.

 

 

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Upward view of red UK Post Office shop sign

 

Free 14-day UK returns

For UK orders, we offer free special delivery 14-day returns with all our handmade frames. 

This complimentary service is provided via Royal Mail with an expected next-day delivery time of 1pm.

For this, you’ll receive a pre-paid postage label with your order.

If you fail to return the item within the 14day window a restocking fee may apply. This will usually be 10% of the overall item value, deducted from your refund.

Please obtain a receipt as proof of postage via your local Post Office when using the pre-paid label provided with your order. Any lost items without proof of postage will be non-refundable.

Certain items may not be eligible for a free return. For example, accessories or sale items may have to be returned at the cost of the customer.

 

Repeat returns

If you repeatedly purchase and return items over a 12 month period you will be charged a restocking fee. This is applicable to cover the shipment, returns and processing fees of your order. This can be up to £10.95 shipping fees + 2.2% of the total value of the order. 

You will not be be eligible for our "Free UK Shipping & Returns" service until the 12 month period has lapsed. This is to reduce the costs involved of transport and processing of orders that do not result in sale of items.

 

How to return a frame for refund

UK spectacle orders are delivered with non-prescription demo lenses.

Home-try-on ensures you’re 100% happy with your new frame before returning it for prescription lens fitting with free, next day special delivery.

  1. Fill out the returns form & repack your order in its mail box.
  2. Put box into the free returns envelope.
  3. Return your order via a local Post Office.
  4. Retain your receipt as proof of postage.

 

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Female worker adjusting a tortoise acetate spectacle frame front on white work bench

 

Unlimited adjustments

For comfort and performance, we promise to adjust your glasses free of charge at any time after purchase. All we ask is that you post them back to us with as much detail as possible of what you wish to have adjusted.

This service caters for all our acetate spectacles and sunglasses frames to achieve the best frame-fit for long lasting service.

To redeem this promise, please complete the form below with a description of the issues you’re experiencing. We’ll respond with the next steps.

 

What we can adjust

Acetate frames are adjustable (within reason) using heat and skilled hands. We can manipulate your frames curvatures here at our workshop making it more comfortable for you.

 

What we can't adjust

Major modifications to your frame aren't possible. The bridge width or nose pad-heights cannot be altered without removing or adding material. This process requires in-person alterations which we cannot currently provide.

 

Adjustments form

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Worker hand polishing an acetate spectacle frame front

 

Lifetime repairs

To prolong happiness, longevity and sustainability, we promise to try our utmost to repair your damaged or broken acetate frames for a small fee.

We’re confident you won’t have any issues, but if you have one caused by misuse or a manufacturing defect, we offer a paid repair service at reasonable cost.

 

Fair wear and tear

This promise is to instil your confidence in the quality of our eyewear and workmanship.

If your frame has been subject to very heavy use and is showing signs of natural wear and tear it may not be subject to a free repair. We'll review your submission carefully and give a fair assessment of the case.

Even if there's been an issue caused by misuse vs a manufacturing defect, we can offer a paid repair service at reasonable cost.

 

Shipping charges

We ask you to return the item back via a suitable postal or courier service.

 

Repairs form

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Man sitting at his laptop smiling at the screen

 

No quibble refunds

If you’re unhappy with your new frame, our 14 day return promise is to refund you, quibble free.

To redeem this promise, simply repack your unused items in their original packaging and complete the A4 returns form provided with your order.

If you've lost the original returns form, you can download another here.

Upon safe reception of your frame, we shall endeavour to refund you as soon as possible. This can take between 5-14 working days depending on your payment provider.

If you fail to return the item within the 14day window a restocking fee may apply. This will usually be 10% of the overall item value, deducted from your refund.

Please obtain a receipt as proof of postage via your local Post Office when using the pre-paid label provided with your order. Any lost items without proof of postage will be non-refundable.

Repeat returns

If you repeatedly purchase and return items over a 12 month period you will be charged a restocking fee. This is applicable to cover the shipment, returns and processing fees of your order. This can be up to £10.95 shipping fees + 2.2% of the total value of the order.

You will not be be eligible for our "Free UK Shipping & Returns" service until the 12 month period has lapsed. This is to reduce the costs involved of transport and processing of orders that do not result in sale of items.

 

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Still need help?

If this page hasn't answered your questions, you can raise a support ticket which we'll respond to as soon as we can.

Hit the button below to get in touch.

 

 

 

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