Which company do you use for delivering my items?
They use the best delivery companies who have a reputation for providing innovative, high-quality time-sensitive solutions. Their companies send personalized text messages or e-mails directly to you advising of the time and date of your delivery to ensure that your parcel is delivered safe and sound in the shortest time possible.
Where do you deliver to?
They deliver to addresses worldwide and are happy to ship to residential addresses and work addresses. You will find the countries they ship to on their Delivery Information page. Please Note: Once an order is placed, you cannot change your delivery address due to their strict fraudulent policies.
How can I track my order?
All orders can be tracked through your Fashion Eyewear online account; simply log in to view. Alternatively, you can contact them via email or phone for your tracking number. Once your order has been dispatched, they will provide you with the tracking number for your shipment. For their UK customers, their premium delivery company will send you a text message update of when your parcel is dispatched, delivered, or ready for rescheduled delivery if you were out.
Delivery addresses cannot be changed once an order is placed to protect all of their customers from fraudulent activity. If you have entered your address incorrectly during placing an order online, please contact them immediately on 0207 590 5500 so their advisors can advise you on what to do next.
What is the payment method?
Fashion Eyewear accepts all major types of debit and credit cards as well as PayPal. (PayPal is currently unavailable in the UK).
What is the company’s Guarantee?
Fashion Eyewear’s guarantee is that your prescription eyewear will arrive at you in perfect condition. They will be made to your exact prescription (as specified by you in your order) and will arrive in the designer’s original packaging.
How do I cancel my order?
In accordance with the Distance Selling Regulations (2000) and Consumer Protection (Distance Selling) (Amendment) Regulations, 2005; you have the right to cancel your non-prescription order up to 14 days after you’ve received your item. All cancellations must be notified in writing via mail or e-mail, to provide a durable record of the cancellation. Once they have received your cancellation notice in writing, they will strive to action your refund as soon as possible and in any event within 30 days of your order.
The cost of prescription lenses cannot be refunded in an event of a cancellation as the lenses are custom-made products and are cut to your specific needs and measurements.
What is your Returns/Exchange policy?
To qualify for a full refund or exchange, the unworn item must be returned within 14 days after delivery/collection. They do not cover the cost of return postage or the cost of prescription lenses. 1.5 index lenses are valued at £30. If prescription orders are returned a minimum of £30 will be deducted from your refund. If you require a second exchange, a handling fee of £10 will be charged. If you believe that your eyewear is faulty upon receiving it, please contact their customer services team immediately. It is the customer’s responsibility to return the item in perfect condition with the original packaging intact. If your order was delivered to a work or alternative address the return/exchange period starts when the delivery was signed for, even if you were not the person signing for the delivery.
How long will it take before I receive my refund?
Once they receive your eyewear, it will be inspected and you would be notified that they have received the item back. They always strive to action your refund as soon as possible, and in any event within 30 days of your order. Once your refund has been processed, please allow 1-5 working days for the funds to show in your account.
How do I return my eyewear?
When returning your eyewear, please include your invoice or a letter with your name and order number, and your reasons for returning the eyewear. Also, state whether you want to exchange the item or request a full refund (excluding any returns or postage fees).
Please send your eyewear back to the following address:
FASHION EYEWEAR RETURNS DEPT.
Unit G5, Grove Park Studios
188-192 Sutton Court Road
They recommend returning your goods via a courier or Royal Mail service that requires a signature, such as Royal Mail Special Delivery. Please ensure that the return package is wrapped securely to avoid any damage. It is the customers’ responsibility to return the item(s) in perfect condition with its original packaging intact.
You have up to 14 days from the delivery date to return your eyewear for a refund or for an exchange. They only refund return postage fees if the eyewear you are sending back is faulty, or is the wrong model/color from the eyewear you ordered. If they believe that your eyewear does not have a genuine manufacturing fault, they will not reimburse for the return postage fees. They do accept prescription eyewear for exchanges/refunds however the cost of lenses and postage return fees will not be refunded.