Shipping & delivery — clear and considered

All glasses are made to order, based on your frame choice and prescription.

Most orders follow this timeline:

• Order review & preparation: Prescription and order details are checked
  
• Lens production & assembly: Your lenses are made and fitted to your frames
  
• Dispatch & delivery: Your glasses are shipped to you

Because prescription glasses are custom-made, delivery times may vary slightly depending on lens type and order complexity.

We’ll keep you informed at each stage.

Because your glasses are made to order, delivery usually takes a little longer than off-the-shelf items.

Most orders are delivered around 3-5 business days after processing.

Some prescriptions or specialised lenses may take slightly longer. If that’s the case, we’ll let you know early — not after you’ve been waiting.

Once your glasses are ready:

• You’ll receive a dispatch confirmation
  
• Tracking details will be provided where available
  

If there are any unexpected delays, we’ll let you know — clearly and promptly.

We ship to the address provided at checkout.

Please make sure your delivery details are correct, as changes may not be possible once your order is in production.

If you have specific delivery requirements, it’s best to let us know as early as possible.

Prescription glasses are made specifically for you.

This means:

• Orders enter production shortly after confirmation
• Changes or cancellations may not be possible once work has started
  

If you notice an issue with your order details, contact us as soon as you can — we’ll always try to help where possible.

If your order hasn’t arrived within the expected timeframe:

• Check your dispatch email and tracking details
• Allow a little extra time during busy periods
  

If you’re still unsure, contact us and we’ll look into it for you.

If your order arrives damaged or incomplete, please let us know as soon as possible.

We’ll review the situation and explain the next steps clearly.

Where an issue is confirmed as eligible, we’ll arrange a resolution in line with our Returns & Guarantee.

If you have questions about shipping, delivery times, or your order status, we’re here to help.

We’d rather explain things clearly than leave you wondering what’s happening.