This is our customer service declaration intended to inform and reassure your decision when investing in a pair of our handmade frames.
Click any of the links below to find out more.
Free worldwide shipping | Unlimited adjustments | Lifetime repairs | No quibble refunds
Free worldwide shipping
Worldwide, we offer free delivery with all our handmade frames.
For UK orders, this complimentary service is provided via 'Royal Mail Tracked 48' with an expected delivery time of 2-3 working days following dispatch. (Mon-Fri excl. Bank Holidays.)
For international orders, this complimentary service is provided via 'Royal Mail International Tracked' with an expected European delivery time of 3-5 working days and a 5-7 Worldwide delivery time 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.
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
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. (Applicable for all frames purchased after Oct 2021, we cannot guarantee repairs of frames purchased prior to this date).
However, frames snapped at the bridge are unfortunately irreparable.
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.
Please read the terms & conditions of our repairs service (Section 5), by which you are agreeing to if you proceed with this service.
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
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, just include a note of your name and order number and state how you wish for us to deal with your order. I.e.; adjustment, exchange or refund.
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 14 day 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 a tracked courier or mail service. 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.
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.
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