FAQ
About our products and services:
We guarantee that all of our products are 100% Authentic. Fashion Eyewear are authorised sellers, so all of our products are entirely genuine and purchased directly from the manufacturers allowing us to offer you the latest trends at extremely competitive prices. We have a store in London and also in Farnborough, both hold an extensive variety of designer frames in stock.
We have a store in Chiswick (West London) and also in Farnborough (Hampshire) where you can try on a wide range of frames from our stock. Check out Contact Us for the location and contact details for each store.
Are products inspected before shipping?
We pride ourselves on quality and excellence in our service, so every single product is thoroughly inspected, cleaned and securely packaged before shipping to our customers.
Does my eyewear come with a case?
We always include all the material provided for your eyewear from the brand. All eyewear comes with some kind of protective item and a cleaning cloth but most items will have more accessories included.
Why didn’t I receive a hard case?
Some of the eyewear available is not supplied with a hard case, but all are supplied with some kind of protective item. We always send the items with their original packaging as provided by the brand.
Can my glasses be fixed if damaged?
You can simply call in or email us regarding the issue, and we will try to advise you over the over the phone or book an appointment to come in to our store so that one of our expert dispensers can have a look.
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 0203 275 0045.
I need my glasses to be adjusted, do you provide this service?
If you are able to come to one of our stores, we can adjust your eyewear free of charge. Most opticians offer this service for free or a small fee.
Do you sell Children’s glasses?
Yes, we sell Children’s non-prescription glasses and sunglasses. They are available online and in-store. Children's prescription glasses are only available in store.
Buying from us:
Here at Fashion Eyewear we take all possible steps to ensure your personal information is 100% secure at all times. All online transactions carried out are through our 3rd party payment service provider, Sage Pay. Sage Pay are one of the 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.
When making a purchase from Fashion Eyewear we will ask you to create a user account. This provides you with a personal section where you can track your order. Your password and user name is known only to you and must be kept secure at all times.
We accept all major Credit/Debit cards except American Express or Diners Card. PayPal and Google Checkout are also accepted as methods of payment.
I’ve forgotten my password. If you have forgotten your password, simply click on the “Login” button as you usually would and select the “Forgot your password?” option right underneath it.
Click Here for our full Privacy Policy
Fashion Eyewear promises that you are buying your glasses at a price that cannot be beaten and that is why we will match any like for like quote. Click here to find out more
Delivery:
In your confirmation email we will always specify the delivery time for your specific order but our general delivery times are:
For items that are in our stock:
Non-prescription 1-3 working days
Prescription eyewear 4 – 8 working days (depending on your prescription)
For items not in our stock:
Non-prescription up to 10 working days
Prescription eyewear up to 14 working days.
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 and will always notify the customer if their order is no longer available and offer alternative models or a full refund.
Do you charge for delivery?
All products shipped within the UK are delivered free of charge via Royal Mail Tracked. Delivery within the EU costs £12 and for the rest of the world we charge £20. International shipments are sent via Airsure or Courier.
Can you guarantee me a specific delivery date?
We will always do our best to meet any requested delivery time but as we are depending on our various suppliers and delivery partners all our delivery times are estimations and not guaranteed. If you need your order to be delivered before a specific date please contact us before placing your order. <
Where do you deliver?
We deliver to addresses worldwide and are happy to ship to residential addresses and work addresses. You will find the countries we ship to under “where do we deliver ”
What if I am out when the item is delivered?
If you are not home when your item is delivered, the carrier will leave a card with details about how to get your delivery. For UK deliveries your order will be held for collection for two weeks before Royal Mail returns the item to us. If you have not collected your item within the 2 weeks and it is returned to us we will charge £5.50 for redelivery.
I am going away, can I delay the delivery until I get back?
Yes, just contact our customer service team and they will arrange for your order to be held at our London office until you are able to receive the delivery.
Can I have my item delivered to my work address?
Yes just put in your work address as the delivery address when placing your order.
Can I track my order?
Yes, orders can be tracked through your online account and also by contacting us via email or phone. Once your order has been dispatched we will provide you with the tracking number for your shipment.
Are the glasses I want available in store?
We have an extensive range of glasses online, so we are unable to stock each and every one. However, you can call us to check availability. If an item is not in stock with us, it can be pre-ordered, these orders generally arrive within 5 - 10 working days. You will be informed of the expected delivery time when you place your order.
Warranty:
What is your Guarantee policy?
Your prescription glasses will be delivered 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. Proof of purchase is required for any faults to be repaired under the manufacturer’s 1 year warranty.
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, we might be able to help with a repair.
If you feel that your product is faulty, contact us immediately so that we can rectify the issue for you. We may ask that you provide photographs showing the suspected fault before requesting the return of the item.
Cancelation of your order:
In accordance with Distance Selling Regulations (2000) and Consumer Protection (Distance Selling) (Amendment) Regulations 2005 you have the right to cancel your non prescription order up to 7 working days after receiving your order. All cancelations must be done in writing, mail or e-mail, to provide a durable record of the cancelation.
Once we received your cancellation in writing we will always strive to action your refund as soon as possible and in any event within 30 days of your order.
Orders for prescription eyewear cannot be cancelled as they are custom made products.
Exchanges & refunds:
What is your Returns/Exchange policy? We do not cover the cost of return postage. For non-prescription eyewear; the unworn item can be returned for a refund up to 7 working days after delivery/collection.
We will exchange an unworn item up to 14 working days after delivery/collection at no cost . However, If you require an second exchange, a handling fee of £10 will be charged.
It is the customers’ responsibility to return the item in perfect condition with the original packaging and with any security tag intact. All our returnable eyewear is sent out with a security seal allowing you to try on your eyewear. Removing or tampering with the security seal will make the item non returnable.
Prescription glasses are non-refundable and cannot be exchanged unless faulty as they are custom-made. Please contact us by email or phone if your prescription eyewear is faulty.
Please note: If you are having your order delivered to a work/alternative address keep in mind that the return/exchange period starts when the delivery was signed for even if you were not the person signing for the delivery. When will I get my refund?
Once we receive your eyewear back it will be inspected and you will be notified that we have received your eyewear back. We will 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 clear back into your account depending on your bank.
How do I return my eyewear?
If you for any reason need to return your eyewear please send them 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 Special Delivery and that the package is wrapped securely to avoid any damage as it is the customers’ responsibility to return the item in perfect condition with the original packaging and with any security tag intact.
Please include either your invoice or a note with your name and order number and the reason for return/exchange.
My item is a birthday gift to be given after the end of the exchange period, can I extend it?
Other
Any other enquiries?
If you have any other queries, please give us a call on 0203 275 0045 or email us at info@fashioneyewear.co.uk or simply visit us at one of our stores.
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