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Throughout the process from helping you choose eyewear that is right for your needs to delivery of the order, we will monitor progress to ensure that you receive as good customer service as possible.
When you place your order with us, we will co-ordinate delivery to you direct from the relevant eyewear manufacturer. For prescription orders, we will first brief the optical engineers on your requirements.
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Delivery charges
Postage will be added to the cost of all eyewear products at the checkout to cover UK post and packing, depending on the size and weight of the goods.
Please note that a supplement is payable for delivery to non-UK addresses to cover the additional shipping costs. Click this link for details and to pay online:
Delivery of mainland UK orders
UK deliveries are normally by Royal Mail first class post. Recorded delivery or courier may be used for the more valuable eyewear orders and therefore it is advisable to specify a delivery address where a package could be signed for if required.
Please note that orders are not despatched on Bank Holidays, nor does Royal Mail deliver goods on Bank Holidays.
Non-prescription orders
We aim to despatch all non-prescription orders within 2 working days of receipt.
Prescription orders and all RX TAC-3 lenses
We aim to despatch all prescription orders within 7 to 14 working days of receipt.
Allow 10 working days from order to despatch of all RX TAC-3 lenses and 15 working days if mirror coating is required.
Place your order early!
If you are planning to use your eyewear for a specific occasion, such as a gift or a holiday, we recommend that you place your order as soon as possible to avoid disappointment. This applies in particular to prescription eyewear orders because you need to allow time for the glazing of your lenses.
In exceptional conditions, such as during extreme wintry weather, deliveries may in some cases take longer than Royal Mail’s delivery estimates and unfortunately these are outside our control.
Latest Royal Mail service updates
Delivery of orders to countries outside the UK
Orders from outside the UK are delivered by Royal Mail Airsure. This service receives priority handling in the UK and abroad and is generally a day faster than standard airmail. Not all countries support Airsure, and where this is not available we will use Royal Mail International Signed for.
Please note that orders are not despatched on Bank Holidays, nor does Royal Mail deliver goods on Bank Holidays.
You should allow 5-10 working days for international deliveries and there is a supplement of £5.00 to add to our standard post and packing fee.
All customers outside the UK should click the “Add to basket” button below to add the International delivery supplement to your shopping basket. Then click “continue shopping” from the checkout page to purchase your eyewear. Your order cannot be despatched until the delivery supplement has been paid.
If we have not received the international delivery supplement from you within 7 working days of receiving your order, we will assume you do not wish to proceed with the order and will issue you a full refund.
Returns
If you are not satisfied with your eyewear, you may return it within 14 days for a refund.
We can only process your refund when the goods have been physically returned to us. To comply with a refund, any returned eyewear and accessories must be in their original condition with any labels still attached and in their original cases and packaging.
Eyewear Accessories cannot be held responsible for returned items lost or damaged whilst in transit, so we advise you to send them by Royal Mail guaranteed delivery, which provides you with proof of postage and £500 protection in case of loss or damage.
If you are returning the eyewear because it was faulty on arrival, please inform us by email within 7 days of receipt. When returning the faulty goods, please include a copy of the original invoice and a clear description of the fault.
We will process your refund within 7 days of us receiving your returned goods and will email you to inform you that it has been issued. Refunds can only be credited to the card that was used for the original purchase.
Packaging and delivery charges
For refunds of orders to UK customers, we will deduct the cost of our packaging and delivery charges. For refunds of orders from outside the UK we will deduct the international delivery charges.
Prescription eyewear and all RX TAC-3 lenses
Due to the unique nature of a custom made prescription lens (and all RX TAC-3 lenses whether prescription or non-prescription) the cost of any bespoke lenses made cannot be credited and is exempt from our returns policy as we would be unable to recover the manufacturing cost from our suppliers. Should the lenses we have supplied be faulty, the work will be made good.
If in doubt about the suitability of particular lenses or eyewear for your prescription, we advise getting the opinion of your eye doctor before placing an order.
If you are unsure about the fit, styling, or suitability of a particular model of prescription eyewear, we advise you to buy the non-prescription version first and then order the prescription lenses subsequently if you are happy with the eyewear. If you are not happy with the eyewear, you can return it to us for a refund subject to the terms stated on this page.
Return address
Returns should be sent to the return address specified on your order with a short note indicating the reason for returning the product. Please include a copy of your original invoice.
Warranty Information
Your eyewear is fully warranted by each manufacturer for one year (Dixon brand 3 years) against manufacturer's defects. Please note: no warranty by any eyewear manufacturer covers scratched lenses or accidental breakage or damage. Eyewear Accessories will not accept responsibility for any damage to eyewear or accessories if this occurs as a result of improper use or care.
Each eyewear product is carefully inspected before shipment. If damage occurs during shipment, please contact the shipper. Repairs of defects for eyewear under warranty are usually at no charge. However, you will be required to show proof of purchase within the warranty period, so be sure to save all receipts and transaction records.
Prescription sunglasses and goggles
In addition to the manufacturers’ standard warranty, we will be happy to work with you should you find that prescription lenses as made are not working correctly. If we discover subsequently that the lenses have not been made correctly, our suppliers will be happy to rectify the problem free of charge. However, extra fees may be incurred if the optical work has been executed incorrectly due to our having received incorrect or insufficient information from the customer.
Cleaning solutions - important warning
Alcohol based cleaning solutions will destroy an RX optical clip. We will not cover warranty on any Rx clips that have been cleaned with alcohol or other spirit-based solutions. A little soap-free hand wash or similar will provide a perfect, clean finish to your lenses.
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