How long will delivery take?
Estimated delivery times include making your glasses and shipping them to you. They are estimates, not guaranteed arrival dates.
Enter your delivery address at checkout to see the services available to you.
- Standard shipping: 18–24 business days.
- Express shipping: 7–12 business days.
Shipping charges and free delivery
Current shipping charges and free delivery thresholds are shown below. Your final delivery charge is shown at checkout.
Free delivery applies to eligible services when the frame and lens total for one order reaches the stated threshold, after discounts and before shipping. Separate orders cannot be combined to reach the threshold. Express shipping is charged unless it is shown as eligible for free delivery.
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Need to change your address?
Check your delivery address, including any unit or apartment number and postal code, before placing your order. If something is wrong, contact customer care as soon as possible. We will check whether it can still be changed; an address change cannot be guaranteed once the parcel has been dispatched.
Track your parcel
Open your order in your account to view shipment and tracking details when available. Tracking may not update immediately after dispatch.
Delayed, missing or damaged parcels
If your parcel is delayed, tracking has stopped updating or it shows as delivered but you have not received it, contact customer care from your order. Include any relevant tracking information so we can investigate.
If the parcel arrives damaged, keep the packaging and take photos of the parcel and glasses if possible, then contact us. We will review what happened and explain the next steps.
Customs checks, carrier disruptions and severe weather can affect delivery estimates. This does not limit your rights under applicable consumer law.
Review the checkout total
Review the displayed currency, merchandise amount, delivery charge and final total before paying. If you need clarification about the tax treatment of your purchase or a tax document, contact customer care before ordering.
Contact us before paying an additional charge
Depending on the delivery destination, a customs authority or carrier may assess import taxes, duties or clearance charges. If you receive a request for an additional charge relating to your delivery, contact customer care before paying it.
Send your order reference and a copy of the notice, including the amount, who is requesting payment and any payment deadline. We will review the notice with you and explain the next steps.
Any reimbursement or contribution towards the charge will be assessed case by case and confirmed by customer care. We do not promise a fixed reimbursement amount or percentage. This does not limit any rights you have under applicable law.
Questions about refunds
For questions about the tax component of an approved refund, contact customer care. Charges paid directly to a customs authority or carrier are handled by that organisation; ask it about its refund procedure.