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Need Help?
Need Help?
Freephone 0800 820 20 90
International +44(0)20 8987 2400
 

About our products and services:

 

Are all of your products authentic?
We guarantee that all of our products are 100% Authentic. Fashion Eyewear is an authorised retailer; all of our products are entirely genuine and purchased directly from the brand manufacturers. This allows us to offer you the latest eyewear trends at extremely competitive prices.

Do you have a store I can visit?
Our main store in Chiswick (West London) but we have stores in Hounslow (West London), Farnborough (Hampshire) and Southall Middlesex). All our stores hold an extensive variety of designer glasses and prescription sunglasses in stock. Check out our Contact Us page for the locations and contact details for our stores.

Is my order inspected before it is shipped?
We pride ourselves on quality and excellence in our service. Every order is checked and all of the eyewear is thoroughly inspected, cleaned, and securely packaged before it is dispatched to you.

What accessories do I receive with my eyewear?
We always include all the materials provided for your eyewear from the brand. All of the eyewear comes with a protective storage item and cleaning cloth. Some products may have more accessories included.

Why didn’t I receive a hard case with my eyewear?
Some eyewear are supplied with a hard case, and some with a soft case/pouch. We can't control the accessories the brand supplies us with; however, we can promise you that your eyewear will come with its original packaging, inclusive of all accessories, as provided by the brand.

Can you fix my glasses if they're damaged?
You will need to give us a call or email us regarding the issue and we will advise you over the over the phone on what to do next. Alternatively, you book an appointment to come into our store so that one of our expert dispensers can have a look for you.

I want to purchase an item but I don't know my frame size, can you help me?
If you do need help with finding your frame size, take a look at our Frame Size Guide.

Do you sell bifocal and varifocal glasses?
Yes we do. If you require details or advice on a specific pair of glasses, please call us on 0208 987 2400.

I need my glasses to be adjusted, can you help me?
If you're able to come to one of our stores we can adjust them for you free of charge. Most opticians will offer this service for free or at a small charge.

Do you sell a range of children’s glasses?
We sell children’s non-prescription glasses and sunglasses online and in-store. Please note that children's prescription glasses are available in-store only.

Are prescription sunglass lenses free?
No. If you wish to place an order for prescription sunglasses, you will need to pay for your lenses. We fit our high quality optical branded lenses into all of our eyewear so you won't receive your prescription sunglasses with the brand's lenses e.g. Ray-Ban prescription sunglasses with Ray-Ban prescription lenses.
 
 

Buying from us:

 

Are my payments secure?
At Fashion Eyewear we take all possible steps to ensure that your personal information is 100% confidential at all times. All online transactions carried out are through our 3rd party payment service providers, Sage Pay and Pay Pal. Sage Pay and Pay Pal are leading independent payment service providers in the UK and are recognised for offering exceptional service and maintaining high professional standards. Fashion Eyewear does not accept or retain any customer payment information.

Do I need to create an account when making a purchase?
If you are buying for the first time with us, we do require you to create a user account. This provides you with a personal section where you can track your order and also contact us regarding an order update if necessary. Your password and user name is known only to you and must be kept secure at all times.

What payment methods can I use?
We accept all major credit/debit cards. PayPal and Sage Pay are also accepted as methods of payment.

I’ve forgotten my password.
If you have forgotten your password, simply click on the “Login” button like you would usually do to log in and select the “Forgot your password?” option.

What is your Privacy Policy?
Click Here for our full Privacy Policy

Do you offer a price match policy?
Fashion Eyewear promises that you are buying your glasses at a price that cannot be beaten; that is why we will match any like-for-like quote. Click here to learn more about our Price Match policy.

Are the glasses I want available in store?
We have an extensive range of glasses and sunglasses online. Unfortunately to offer you the latest eyewear collections, we are unable to stock every item in store although you can call us to check stock availability. If an item is not in stock, it can be pre-ordered. You would be informed of the expected delivery time when you place your order.
 
 

Delivery:

 

Which company do you use for delivering my items?
We use the best delivery companies who have a reputation for providing innovative, high quality time-sensitive solutions. Our companies send personalised 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.

When will I receive my eyewear?
In your confirmation email we will specify the delivery time for your specific order. For estimated delivery times please see our Delivery Information page.

Please Note: On rare occasions it may be found that an item advertised on our site has been discontinued. Whilst we apologise for this, we cannot be held accountable. You will be notified if your product is no longer available; we will offer to find you alternative models or you can get can request a full refund.

Where do you deliver to?
We deliver to addresses worldwide and are happy to ship to residential addresses and work addresses. You will find the countries we ship to on our Delivery Information page. Please Note: Once an order is placed, you cannot change your delivery address due to our strict fraudulent policies.

Airsure tracking to countries outside of the UK:
As soon as your order is dispatched by our London office, you will be notified via email with your unique tracking number. For our Airsure customers, you can track the status of your order by visiting your local postal service's website. Please note that the online tracking service may not be available for every country that we ship to. If you are having problems, please contact our customer service team.

Can you guarantee me a specific delivery date?
We strive to do our best in meeting all requested delivery times but as we are depending on our various suppliers and delivery partners, our delivery times are only estimations and not guaranteed. If you need your order to be delivered before a specific date, please contact us before placing an order.

What if I was out when the item was delivered?
If know that you won't be at home when your item arrives, you can send a text message to the delivery company to reschedule a more convenient time for you. Sometimes, your order may be left with your next-door neighbour; if this happens you will be notified via text message. If you don't want your delivery to be left with your neighbours, please contact the Customer Services team who will then offer you an alternative solution.

I am going away, can I delay the delivery until I get back?
Yes you can. Just contact our customer services team and they will arrange for your order to be held at our London office until you are able to receive the delivery again.

How can I have my item delivered to my work address?
Just enter your work address as your delivery address when placing your order online.

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 us via email or phone for your tracking number. Once your order has been dispatched, we will provide you with the tracking number for your shipment. For our UK customers, our 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 our customers from fraudulent activity. If you have entered your address incorrectly during placing an order online, please contact us immediately on 0208 987 2400 so our advisors can advise you on what to do next.


My order status:

 

What does the status of my order mean?
Here is a brief explanation of the most common statuses you may see on your account when placing an order:

Pending Payment: You have items in your shopping cart that are awaiting payment.

Pending: You have paid for your items and are now waiting for our customer services team to process your order.

Frame on order: Your frame has been ordered from the brand manufacturers and we are waiting to receive them.
 
Lenses on order: Your frame has reached our lab and our team have had to order in lenses.
 
Fulfillment: Your frame is being acquired from local stock (our warehouse).
 
Quality control: Your order is being checked by our Quality control team to ensure it meets our highly set standard. 

Frame arrived: Your frames have arrived. We are now waiting for your lenses.
 
Glazing 1 and Glazing 2: Your frame is having your prescrpiton lenses fitted with one of our labs.

Pending additional Payment:  Additional payment for upgrade/amendment to your order is being processed. 

Complete: Your order has been dispatched from our London office. You will receive a unique tracking number with your order which you can track by visiting your local postal service’s website.

Reordered: Your original order has been changed due to a re-order, upgrade, or an exchange for another model.

Awaiting Refund: You have requested a refund for your eyewear and have sent back the item. You are now waiting for the accounts department to process your refund.

Cancelled:You may notice a cancelled status on your order if you have previously upgraded your lens options or you have decided to select a different eyewear model due to your original model being out of stock or discontinued. You may also notice the cancelled status if you ordered an item but have immediately requested to cancel your order. In this case you may notice a 'closed' status shortly after.
 
 

Warranty:

 

What is the company's Guarantee?
Fashion Eyewear's guarantee is that your prescription eyewear will arrive to 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 many years do I have on the product warranty?
All designer glasses and sunglasses come with a warranty. For most brands, this warranty policy is for 1 year.
For all LUXOTTICA brands i.e. Chanel, Prada, Ray Ban, the warranty policy is for 2 years.

We will repair any defect caused by faulty materials or by poor manufacture up to one year from the date of purchase. If you accidentally damage your eyewear, let us know as we may be able to help with a repair. All Luxottica products can be returned to any authorised Luxottica stockist for repairs made under the warranty policy.

Proof of purchase is required for any faults to be repaired under the manufacturer’s 1 year warranty. We may ask that you provide photographs showing the suspected fault before requesting the return of the item.
 
 

Cancellation of your order:

 

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 we have received your cancellation notice in writing, we 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.


Exchanges & refunds:

 

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. We 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 an second exchange, a handling fee of £10 will be charged. If you believe that your eyewear is faulty upon receiving it, please contact our customer services team immediately.

It is the customer's responsibility to return the item in perfect condition with the original packaging and with any security tag intact. All our non-prescription eyewear is sent out with a security seal; by removing or tampering with the security seal, this will make your eyewear non-returnable.

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 we receive your eyewear, it will be inspected and you would be notified that we have received the item back. We 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.

I want to purchase an item as a birthday gift but their birthday is after the returns/exchange period, can you extend it for me?
If you are buying eyewear as a birthday gift we can extend the exchange period if you inform us upon placing your order. Any agreed extension will be in writing. The security tags must not be removed or tampered with.
 
 

Returning your eyewear:

 

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:

RETURNS DEPT.
426 Chiswick High Road,
Chiswick,
London,
W4 5TF

We 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 and with any security tags intact.

You have up to 14 days from the dispatch date to return your eyewear for a refund or for an exchange. We only refund return postage fees if the eyewear you are sending back is faulty, or is the wrong model/colour from the eyewear you ordered. If we believe that your eyewear does not have a genuine manufacturing fault, we will not reimburse for the return postage fees. We do accept prescription eyewear for exchanges/refunds however the cost of lenses and postage return fees will not be refunded.
 
Please note that orders of more than 2 frames are classed as a bulk order. If you wished to return more than two frames to us you will be charged a restocking fee of £10 per frame. Please note that international shipping charges will not be refunded.
 
 

NHS optical vouchers

 

Am I entitled to free NHS eye tests?
You qualify for free NHS eye tests if you are:
  • aged under 16, or under 19 in full-time education
  • aged 60 or over
  • registered blind or partially sighted
  • diagnosed with diabetes or glaucoma
  • aged 40 or over and you are the parent, brother, sister, son or daughter of a person diagnosed with glaucoma, or you have been advised by an ophthalmologist that you are at risk of glaucoma
  • eligible for an NHS complex lens voucher
You are also entitled to a free NHS sight test if you:
  • receive Income Support
  • receive Income-based Jobseeker's Allowance
  • receive Income-based Employment and Support Allowance
  • receive Pension Credit Guarantee Credit
  • are entitled to, or named on, a valid NHS tax credit exemption certificate
  • are named on a valid NHS certificate for full help with health costs (HC2)
Am I entitled to a free NHS optical voucher?
You may get help with the cost of glasses or contact lenses if you are:
  • aged under 16, or aged under 19 and in full-time education or
  • eligible for an NHS complex lens voucher (your optician will advise on your entitlement)
You may also get an NHS optical voucher if you:
  • receive Income Support or Income-based Jobseeker's Allowance
  • receive Pension Credit Guarantee Credit
  • receive Income-based Employment and Support Allowance
  • are entitled to, or named on, a valid NHS tax credit exemption certificate
  • are named on a valid NHS certificate for full help with health costs (HC2)
People named on an NHS certificate for partial help with health costs (HC3) may also get help.

Please Note: NHS vouchers are only redeemable against our eyewear available in-store on store-prices, not online prices. You will be asked to show proof of your entitlement to NHS optical vouchers. Optical vouchers must be handed in to the store.
For more information on NHS eye care entitlements, click here.

Any other enquiries?
If you have any other queries, please give us a call on 0208 987 2400 or email us at info@fashioneyewear.co.uk or simply visit us at one of our stores.