Our Returns Policy

Best ways to contact us for returns

You can reach us by phone (01420 542363) from 9am-5pm Monday to Friday (closed on Saturdays, Sundays & bank holidays). Our qualified opticians are ready to answer your call to offer expert aftercare every day.
For queries out of business hours, or if it's more convenient for you to email, you can reach us at support@eyeprovide.co.uk

We aim to reply to all our customer emails within 24 hours and we are happy to return your call during office our hours at a time that is more convenient for you. We will need to speak over the phone before authorizing a return (see below).

The conditions of return (for UK customers)

You may return, exchange or receive a refund on your glasses if you are unhappy with them for any reason, providing that the following conditions are met:

Normally, you need to let us know within seven days after they have been dispatched (30 days for varifocals). The returned glasses need to reach us within 14 days of our original dispatch date.
You include the returns authorization form (we will email this to you after you call us) with your returns package.
Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
Returns of any Boutique frames must be in their original condition and include any accessories, cases, cloths, branded boxes and any other included brand material.
If requesting a replacement frame from our Boutique range, discount codes or other on-site offers used with the original order may not be applicable on the replacement order and an additional payment for any differences may be required.
You were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs.

When you do return product we recommend that you obtain proof of postage from the Post Office as we are unable to take responsibility for packages lost in post. Your statutory rights in relation to returns and refunds are not affected.

International Returns

For returns from outside the UK we offer the following return policy:

We appreciate that orders to international addresses may take slightly longer to reach you, therefore we will accept returns provided you have contacted us within 14 days of your order being dispatched to advise of notice to return. Your glasses should then be returned to reach us no later than a further 10 days from notifying us.
You are required include the returns authorization form (we will email this to you after you call us) with your returns package.
Returns must be in their original condition and with all accessories included in your package (e.g. cases and cloths).
Returns of any Boutique frames must be in their original condition and include any accessories, cases, cloths, branded boxes, and any other included brand material. If returning a Boutique frame for exchange, please note that only products from the Boutique section may be selected for replacement choice of frames.
Any postage fees incurred for returning glasses to us will need to be covered by the sender.
Your return will be accepted provided you were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs.

When you do return any glasses we recommend that you obtain proof of postage or use a recorded delivery service via a courier company, as we are unable to take responsibility for packages lost in the post. Your statutory rights in relation to returns and refunds are not affected.

SHIPPING

DELIVERY TIMES

Please be aware that stock items will be dispatched within 3 to 10 working days, for back ordered items, custom build or complex lenses it may take 7 to 14 days from order date, but in most cases, we aim to dispatch your glasses within a week. All delivery times are subject to availability and payment authorization verification. Your order will be sent out via Royal Mail UK delivery. A signature will be required on receipt for international postage, and if you are not around to take delivery of your parcel the postman should leave a calling card telling you how you can pick it up or how to arrange re-delivery.

You will have the opportunity to select your preferred delivery method as you proceed through checkout, and will be able to check the total order value (including postage and packaging costs) before you complete the transaction-for UK mainland orders.

MAINLAND UK SHIPPING

Standard postage in the UK is £5.75

Returns & Shipping