When will my order be shipped?
Processing times vary based on the item and selected lens features. Products marked as In Stock usually ship within 24 hours from Monday to Saturday. Orders for prescription lenses need extra processing time depending on the prescription and chosen options. Items sourced from suppliers typically take 5 to 11 working days before they are dispatched. You can find sourcing times on each product page.
What does it mean if my order is back ordered?
A backorder means the manufacturer has temporarily run out due to high demand. Popular frames often get restocked quickly, and you can choose an alternative pair if you prefer. In-stock items can ship within 24 hours, while prescription lenses need an additional 3 to 7 working days for processing, depending on the type.
What happens if my order is discontinued?
A discontinued item is no longer made by the manufacturer. Similar styles are usually available, and support can help you find another suitable option. Fast-shipping items can leave the warehouse within 24 hours, but prescription orders need extra processing time.
Where can I find my order number?
The order number is in the confirmation email you received after checkout. It follows a format like EN0123456789G. If you can't find the email, customer support can assist in retrieving the details.
What if I cannot sign for my delivery?
Someone else can sign on your behalf, such as a flatmate, colleague, or family member. If no one is available, the courier may try to deliver the next working day or leave a card with instructions for collection or rebooking.
How can I make changes to my order?
You can make changes, including cancellations, before the parcel is shipped. You can reach out via email, phone, or live chat. Once the order has left the warehouse, you can’t make adjustments, but returns or exchanges can be arranged after delivery.
Can I cancel my order before it ships?
Yes, you can cancel if the order has not yet been dispatched. You can contact customer support through email, phone, or chat to arrange this. After shipment, cancellations are not possible, but you can return the item once you receive it.
What if I ordered the wrong colour?
If the order has not been shipped, you can change the colour without cancelling the order. Once it has been dispatched, changes aren’t possible. After the parcel arrives, you can arrange for a return or exchange.
Why does my prescription order take longer?
Prescription lenses need careful processing based on the prescription strength and additional features. Single-vision lenses usually take 3 to 5 working days, while progressive or add-on lenses may take 5 to 7 working days.
Can I switch items if stock issues occur?
Yes, you can switch to a different style if the original item is unavailable due to sourcing delays or backorders. Support can help you choose another frame, and in-stock items can ship quickly once you make a selection.