Customer Care

This page covers delivery, returns and common questions for personal purchases made through our website.

Trade customers: trade accounts have separate delivery terms, pricing and policies. Please contact your account manager with any trade queries.

Delivery Returns Questions

Delivery for personal purchases

The information in this section applies to personal (direct-to-consumer) purchases only. Trade accounts are managed on different terms.

We ship from our locations in the UK and the EU to a growing list of countries worldwide. If your country appears on the list for account registration, then we are confident that we can ship there. If it doesn’t then you are welcome to contact us and we will look into it.

Delivery charges for personal purchases

In the UK and the EU we offer free delivery and returns. Outside of the UK or EU, there is a shipping fee shown at checkout. It is important to note that unless otherwise specified, you will be responsible for the customs clearance fees and taxes for any country outside of the UK or EU.

For all purchases we only reserve the payment on your card, so we can validate your order before we process the payment.

Locations we are confident we can ship to include:

United Kingdom & Channel Islands
European Union: including the Balearics, Corsica, Sicily, Sardinia, Madeira, the Azores, the Greek islands, Cyprus and Malta
EEA Countries: Norway, Iceland and Liechtenstein
EU special territories (the Canary Islands, Ceuta, Melilla, the Åland Islands, French overseas territories, Livigno, Campione d’Italia, Heligoland, Büsingen and Mount Athos)

Locations we aren’t sure about:

United States: Due to the tariff changes and the FDA requirements for eyewear we are not currently accepting personal orders. Please visit one of our US stockists. We hope to start shipping direct again in the next few months, so please sign-up to our mailing list and we’ll let you know!

If your country does not appear on the Create a Personal Account form, don’t worry! It just means that we haven’t assessed the shipping to this location yet. Contact us and we will check.

We are currently unable to take orders from: Afghanistan, Belarus, Cuba, Iran, Libya, North Korea, Russia, Saudi Arabia, Somalia, South Sudan, Sudan, Syria, Vietnam or Yemen.

Delivery times

We ship Monday to Friday. Delivery times are a guide and cannot be guaranteed in the event of unforeseen circumstances.

UK: 2 to 10 business days
EU and EEA: 2 to 7 business days
Rest of the world: 5 to 21 business days

During peak season and promotional periods, delivery may take up to 5 additional business days.

Import taxes and duties

UK and EU orders are delivered with all taxes paid, so there is nothing extra to pay on delivery. For other destinations, each country has its own customs rules and you are responsible for paying the customs import fees and taxes. For some locations we will offer the opportunity to select a Deliver Duty Paid option at check-out.

Notes on delivery

Where do you ship personal orders to?

If your country appears on the Personal Account Sign-up Form we are confident we can deliver to your country. If it doesn’t please contact us and we will look into it for you.

Which destinations are coming soon?

Sign-up to our newsletter and we will let you know!

My location is not listed – what should I do?

Please contact us and we will see what we can do. If you have already placed your order, don’t worry: we will already be checking whether we can ship to you, and we will contact you if there is a problem. If we cannot ship to you, you will receive a full refund.

Are there locations you cannot ship to?

Some countries have complex import regulations and, as a small company, we learn about each one as we go – which is why we ask you to contact us first. We are unable to ship to any country currently under a UK embargo.

Returns and exchanges

Returns apply to personal purchases.

We offer free returns within the UK and EU, as long as the return is started within 14 days of delivery and the item is unused and undamaged.
Outside the UK and EU: We accept returns of faulty or damaged items. Please contact us within 14 days of delivery, with your order number and photos, and we will arrange a replacement or refund. For other returns, please contact us first. Return shipping, and any customs duties and taxes paid on delivery, are not refunded. This does not affect your statutory rights.
We quality-check every item before it ships. In the rare event of a defect, contact us and we will arrange a replacement.
For any other return, please follow the process below.

How to return an item

We are happy to refund in full or exchange any item that is not right for you, provided it is returned unused, in its original condition and in its branded packaging.

Contact us within 14 calendar days of delivery, quoting your order number. Returns started after 14 days are not eligible for a refund.
The item must be unworn, free of scratches, and returned with its original packaging and invoice. Please seal it securely in the original box to protect it in transit.
If you use different packaging, pack the item carefully to prevent damage.
Outside the free-returns area, please use a tracked postage service – we cannot be responsible for items that do not arrive. Return postage costs are not refunded.

When we receive your return we will inspect it. We reserve the right to refuse a return that does not meet these requirements, or that arrives late. Please allow 5–7 working days for your refund to be processed once your item has been received and inspected.

We trade in GBP, EUR and USD. Any refunds will be made in the currency you paid in and only to the payment method you made the purchase with.

Questions and answers

Can all of your frames be fitted with prescription lenses?

Yes. Unless otherwise stated, all our frames are made to an optical standard, and we supply boutique opticians all over the world.

Some frames have a non-standard lens shape, such as a cut-off. We recommend these as sunglasses only, but your optician may still be willing to fit a prescription lens.

You can find an optician near you on our Stockists page, or buy direct and visit your own optician to have lenses fitted.

Which payment methods do you accept?

We accept credit and debit cards, Apple Pay, Google Pay and Revolut Pay.

Which currencies do you accept?

We depending on the region you purchase from we currently accept GBP, EUR and USD for personal purchases.

How long does delivery take?

As a guide: UK 2 to 10 business days; EU and EEA 2 to 7 business days; rest of the world 5 to 18 business days. Allow up to 5 extra business days during peak season and promotional periods.

How do I return an item?

If you are in the UK or EU, contact us within 14 days of delivery and we will send you a prepaid return label from the courier that delivered your order.

Elsewhere, return the unused and undamaged item, securely packaged, using a tracked shipping service.

If you are unsure, please contact us.

How long do I have to return an item?

Returns must be started within 14 days of the delivery date.

Can I return frames that have had prescription lenses fitted?

No. Once prescription lenses have been fitted, we cannot restore the frames to their original condition.

Can I exchange my frames for a different pair?

The simplest way is for us to process your return and refund you. You can then buy the other frames as a separate order.

I have another problem – what should I do?

We will help in any way we can. Please contact us.