Shipping Policy
A legal disclaimer
Shipping and Delivery Policy
1. Processing and Delivery Timeframes
Our products, particularly prescription spectacles, are custom-made upon order. Our delivery timeline is therefore split into two phases:
A. Order Processing & Manufacturing (Custom Orders)
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Timeframe: 3-7 working days.
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Process: This time allows our Dispensing Optician to review your prescription and our lab to cut and fit your custom lenses into the chosen frame. This phase begins the day after your order is placed.
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Note: Complex prescriptions (e.g., high-index lenses, varifocals) may require longer manufacturing times, which will be communicated to you via email.
B. Shipping and Delivery
Once your order has passed final quality checks, it will be dispatched using your chosen delivery method:
Shipping Method
Estimated Delivery Time (After Dispatch)
Cost
Standard UK Delivery 2-4 Working Days
£5.99
Express/Tracked Delivery 1-2 Working Days
£9.99
2. Statutory Delivery Guarantee (UK Law)
Under UK consumer protection law (The Consumer Rights Act 2015), we must deliver your goods within 30 calendar days of the contract being made (the date you place your order), unless a specific later date has been agreed upon with you.
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Our Commitment: We aim to complete delivery well within this 30-day period.
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Your Right to Cancel: If we fail to deliver the goods within the agreed or statutory 30-day period, you have the right to cancel your order and receive a full refund, subject to the conditions set out in Section 3 below.
3. Delays and Non-Delivery
A. Failure to Deliver on Time
If delivery is not made within the required time (the specific agreed date, or the default 30 days):
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You must first inform us that the delivery is late and request that the order be delivered within a new, reasonable period of time specified by you.
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If we then fail to deliver within this second, reasonable period, you have the right to cancel the order immediately and receive a full refund, including shipping costs.
Immediate Cancellation: You have the right to cancel the contract immediately if we refuse to deliver your goods, or if the delivery time was essential to the contract (e.g., you informed us explicitly that the spectacles were required by a specific date for an event, and we agreed to meet that deadline).
B. Lost or Damaged Goods
The risk of loss or damage remains with us until the goods are delivered to you or left with a person or place nominated by you (e.g., a neighbour or a safe place).
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If your order is lost or arrives damaged, please notify us immediately. We will take full responsibility for resolving the issue, which will involve dispatching a replacement order or providing a full refund.
4. Shipping Costs and Tracking
Shipping costs are calculated at the checkout based on the services you select. Once your order has been dispatched, you will receive an email confirmation containing a tracking number (if applicable) allowing you to follow your order’s journey.
This policy clearly outlines the manufacturing lead time, provides estimated shipping times, and explicitly acknowledges the customer's rights under UK consumer law regarding the 30-day delivery deadline and their right to cancel if that deadline is missed.