Frequently Asked Questions

Absolutely. Every item we sell is 100% genuine and purchased directly from authorised brand manufacturers such as Luxottica, Kering, Thélios, Safilo, Marchon, Marcolin, and DeRigo. This means you can shop confidently knowing your eyewear comes straight from the official source. 

Yes. Each order is carefully packed and visually inspected by our Optical Partners to ensure your frame arrives in perfect condition. While we currently don’t verify prescriptions before dispatch, our team keeps an eye out for any visible or aesthetic issues. 

Your eyewear will arrive with all the accessories provided by the brand. Usually, a branded case and a cleaning cloth. Some brands include a soft pouch instead of a hard case, but rest assured, you’ll always receive everything that was supplied with your frame. 

If you already own a pair of glasses, look at the inside of one of the arms; you’ll see three numbers (for example, 52-18-140). These represent your lens width, bridge width, and arm length. You can also use our online Frame Size Guide for a quick visual reference. 

Your PD measures the distance between your pupils in millimetres and helps ensure your lenses are perfectly centred. Most adults fall between 60 and 65 mm. You can measure it using our online PD tool or ask your optician to include it on your prescription. 

We currently offer varifocal lenses, which provide smooth vision across all distances. We don’t offer bifocal lenses at this time, but our Optical Team can guide you through your varifocal options if you need help choosing the right lens. 

Yes, we stock a range of children’s frames and sunglasses. However, due to optical regulations, we’re unable to supply prescription lenses for children under 16 years old, as dispensing requires direct supervision by an optician. 

Bespoke lenses are custom-made to match your exact prescription and chosen frame. They’re designed to give you the best vision and comfort possible. As they’re made specifically for you, they can’t be refunded once produced. 

Our Gold and Platinum lens packages are designed to offer the best clarity and comfort for your prescription. They’re made using advanced materials suitable for different prescription strengths and include premium coatings for durability, UV protection, and clarity. Platinum lenses also include a hydrophobic coating to help resist water and smudges.

Once you’ve placed your order, you can upload your prescription through the link in your confirmation email or simply reply with a clear photo or PDF copy. Our Optical Team will review and confirm your details before processing your lenses. 

No, you don’t. You’re welcome to check out as a guest, but creating an account later makes it easier to track your orders and save your details for future purchases. 

We accept all major debit and credit cards, PayPal, Klarna, and Apple Pay. All transactions are processed securely through Shopify. 

Yes. Every payment is handled through Shopify’s secure checkout system. Your details are encrypted and never stored or shared by us. 

Yes, we accept Edenred eyecare vouchers for prescription eyewear. Once we receive the physical voucher, the value will be refunded to your original payment method. We recommend keeping a copy and sending it via a tracked postal service. 

The voucher must be received before the expiry date printed on it and if there is a named person this must match with the name on the order. 

To receive the refund kindly post your voucher with your order reference to: 

Fashion Eyewear FAO Accounts 

Fashion Eyewear Ltd 

Unit G5, Grove Park Studios 

188-192 Sutton Court Road 

Chiswick London 

W4 3HR 

Once we have received the voucher your refund is normally processed within 5 working days.

Yes, we do. If you find the same product at a lower price from an authorised UK-based online retailer, we’ll happily review and match the price where possible. Simply contact us before placing your order.

If you’d like to make a change or cancel your order, please reach out to us within 24 hours of placing it. Once your lenses enter production, the lens cost may no longer be refundable as they’re made specifically for you. 

For security reasons, delivery addresses generally cannot be changed once an order is placed. However, if your order has not yet been dispatched, our team may be able to update the address after verifying your identity. In this case, we’ll ask you a few authentication questions to ensure the request is genuine and to protect your order from potential fraud. 

Fashion Eyewear covers all duties and taxes for orders delivered to the United Kingdom, European Union, United States, Canada, Israel, Australia, and New Zealand. Prices displayed at checkout for these regions are final, meaning you will not be asked to pay additional fees when your parcel arrives. 

For customers in other countries (including Asia, the Middle East, and selected international destinations), local customs or import charges may apply according to your country’s regulations. We recommend checking your local import policy before placing an order. 

Yes, we occasionally run promotions and issue digital gift cards. Only one discount code can be applied per order, and it can’t be added after checkout is complete. 

We deliver worldwide to both residential and business addresses. You can find full details and available destinations in our Shipping Policy. 

We partner with trusted couriers such as Royal Mail, DHL, and FedEx for international deliveries, and USPS for deliveries within the United States. Each service is chosen for reliability, speed, and parcel safety. 

We use trusted delivery companies who have a reputation for providing innovative, high-quality time-sensitive solutions. Our companies send personalised text messages or emails directly to you advising of the time and date of your delivery to ensure that your parcel is delivered safe and sound in the shortest time possible.

If your chosen frame is in stock, non-prescription orders are usually dispatched within 1 to 2 working days. Prescription orders typically take between 1 to 10 working days depending on lens complexity and stock availability.

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. You will be notified if your product is no longer available; we will offer to find you alternative models or you can request a full refund.

We strive to do our best in meeting all requested delivery times but as we are depending on our various suppliers and delivery partners, our delivery times are only estimations and not guaranteed. If you need your order to be delivered before a specific date, please contact our Customer Service Team before placing an order.

Yes. If you need your order held for any reason, please contact our Customer Service Team, and we’ll arrange to hold it at our warehouse until you’re ready to receive it. 

If you know you won't be home when your item arrives, you can send a text message to the delivery company to reschedule a more convenient time for you. Sometimes, your order may be left with your neighbour; if this happens you will be notified via text message. If you don't want your delivery to be left with your neighbours, please contact the Customer Service Team who will then offer you an alternative solution. 

We always do our best to meet estimated delivery times, but please note these depend on courier and supplier schedules. If you need your order by a specific date, contact us before purchasing and we’ll confirm the best option. 

Yes. Once scanned into the USPS system, you’ll automatically receive email and SMS tracking updates for every movement. 

No. For your security and to avoid delivery issues, we only ship to verified residential or business addresses. 

You can return any unused frame within 14 days of delivery for a refund. Prescription lenses are custom-made and therefore non-refundable, except under our Perfect Prescription Guarantee (PPG), which allows one qualifying return within a three-month period. 

Please contact our Customer Service Team for return instructions. When sending your parcel, include a short note with your name, order number, and the reason for return so we can process it quickly once received. 

Yes. Return postage is not covered, and we recommend using a tracked and insured service for peace of mind. We’ll confirm receipt by email once your return has been processed. 

Yes, sale frames can be returned if they are unused and in their original packaging. Prescription lenses remain non-refundable unless covered by the Perfect Prescription Guarantee. 

Yes, exchanges are available for non-prescription frames and certain Gold lens packages that qualify under the Perfect Prescription Guarantee. Please contact our team before returning your item so we can confirm eligibility. 

Refunds are usually processed within 14 working days after the returned item has been received and inspected. You’ll receive a confirmation email once your refund is complete. 

If your return period has passed, our team may be able to offer store credit instead. Credits are valid for 18 months from the date of issue. 

Yes, a restocking fee of £10 per frame may apply to bulk orders of three or more frames. This helps cover handling and repackaging costs. 

Yes. All designer eyewear comes with a 24-month manufacturer’s warranty that covers defects related to materials or workmanship. This ensures your purchase is protected against genuine manufacturing faults. 

The warranty covers manufacturing or material defects only. It does not include accidental damage, general wear and tear, or issues caused by improper handling or unauthorised repairs.

To start a claim, email our Customer Service Team with your order number and clear photos showing the issue. We’ll review your request and contact the brand to arrange a suitable solution, which may include repair or replacement, depending on the assessment. 

If your eyewear is still within its warranty period, we’ll arrange a repair or replacement through the brand. If it’s outside warranty, our team can advise on available repair options, including authorised service providers. 

Yes. Proof of purchase is required to validate a warranty claim. This can be your order confirmation email or invoice. 

The process can vary depending on the brand, but most claims are reviewed and resolved within 14-30 days after the item is received. 

If your order hasn’t arrived within the expected delivery timeframe, please contact our Customer Service Team. We’ll open a claim with the courier on your behalf and keep you updated throughout the process. Once the investigation is complete, we’ll either resend your order or issue a refund, depending on your preference and stock availability. 

Courier investigations typically take between 30 and 90 days to complete, depending on the courier and destination country. We’ll remain in contact during this period and notify you as soon as the claim is resolved. 

Yes. We can share courier tracking records or signed proof of delivery upon request. These documents are sourced directly from our delivery partners to ensure accuracy. 

If tracking confirms delivery but you haven’t received your parcel, please first check with neighbours, household members, or your local delivery office. If it’s still missing, contact us immediately so we can begin an investigation with the courier. 

If your item arrives damaged, please contact us within 48 hours of receipt with clear photos of the packaging and product. We’ll work with the courier and brand to find the best resolution — whether that’s a replacement, repair, or refund.

Our Customer Service Team is available Monday to Friday, from 9:00 am to 5:30 pm (UK time). We aim to respond to all messages within 72 hours, though during peak periods, this may take a little longer. 

You can reach us by emailing support@fashioneyewear.co.uk or through the Contact Us form on our website. Please include your order number and a brief description of your query so we can assist you as quickly as possible. 

Our team primarily operates via email to ensure every request is tracked and resolved efficiently. If your case requires a call, an advisor will arrange one at a suitable time. Alternatively, you can give us a call on: 

General support - Tel: +44 (0) 207 590 5500 

Speak to an optician - Tel: +44 (0)207 590 5501

If something hasn’t gone as expected, please email support@fashioneyewear.co.uk with the subject “Complaint” and a summary of your concern. A manager will review your case personally and respond with a fair resolution. 

We truly value customer feedback. If you’d like to share ideas or suggestions, please send them to support@fashioneyewear.co.uk with “Feedback” in the subject line. Your input helps us continue to improve our service. 

We share important updates, policy changes, and promotions through our website and newsletter. You can also follow us on social media to stay up to date with new releases and customer updates.