Returns & Guarantee

We want you to be happy every time you shop with us. Occasionally though, we know you may want to return items.

For all stock items:

We offer a standard 14 day money back guarantee on all purchases. If you are not entirely satisfied with the goods please return them with all packaging in an unused and re-saleable condition and we will replace the item or issue a full refund for the price you paid for the item. Please note: Postage & packing is not refundable unless the item is faulty.

For Spectacles:

Your spectacles are guaranteed against defects in design, materials and workmanship, for a period of 12 months from the date of purchase. During this period we will repair or replace the product or any defective parts free of charge.

We are under no liability in respect of any defects arising from willful or accidental damage, fair wear and tear, improper use, negligence, abnormal conditions of use, misuse or alteration or repair of the product without our approval. Buyer remorse is also not covered by this warranty.

This guarantee is offered as an extra benefit and does not affect your statutory rights as a consumer. This guarantee does not confer any rights other than those expressly set out above and in particular we shall not be liable for any consequential loss or damage.

If a defect appears, please return your spectacles for our inspection (including the case and lens cloth) enclosing a letter giving your name, address and reason for return. Please enclose proof of purchase and date if the repair is within the guarantee period. Once we have inspected the goods we will notify you of your position.

Special notes regarding spectacle sales:

If you are un-happy with your choice of spectacles we will refund the basic cost of the glasses or if you prefer, we can exchange them for another frame (once) - making any price adjustment necessary.

Please note : Prescription lenses are unique to you and once cut can not be returned in a re-saleable condition for a full refund. The lenses cannot be re-used. They are simply thrown away. These are unrecoverable expenses. We will therefore still have to make charges for these even if you don't like the frames. The maximum refundable amount is up to 50% of the lens cost. If you are considering optional extras (e.g. coatings or high index lenses) or expensive frames it is in your best interest to try before you buy. We can not refund the cost of optional extras. These are simply scrapped along with the lenses. Occasionally it is possible to cut lenses into smaller frames. However it could save a lot of time and money if you take a frame on approval. Call us on 0871 288 7312 for details

If you have provided us with incorrect prescription details or PD measurement this is not covered by our guarantee. Your money will not be returned nor will you receive a new pair of glasses.

It is very easy for us to tell if a spectacle frame was damage due to lack of care. Manufacturing faults are quite easily defined.

Defective items:

If you receive defective items or items damaged in the post please contact us within 3 days. Please retain all packaging so that we can claim for the damage from the carrier. We will of course refund or replace the goods for you.

Please note: we only accept returns of items that have been opened if they are defective. Please see below for details of how to return defective items to us. If you are returning an item because of an error on our part or because it is defective, we will be happy to refund any delivery charges incurred in sending the item to you and your costs in returning it to us. However the item must be returned by our nominated method and carrier.

To return an item:

If you wish to return an item, please inform us by calling 0871 288 7312 . Wrap the item securely and send it to the address below, enclosing a note giving your contact details and the reason for the return. In the case of a defective product, please also provide a full description of the fault.

For your protection we recommend that you use a recorded-delivery service.

This returns policy does not affect your statutory rights.

Canceling an item:

Under the United Kingdom 's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within 7 working days, beginning the day after the delivery date.

If you decide to cancel, please inform us by calling 0871 288 7312 and then return the goods to us unopened and in their original condition.

This applies to all our products. However, we regret that we cannot accept cancellations of contracts for items where the packaging has been opened. For custom made items such as spectacles please see above.

To cancel your contract, return the item to us with the delivery note and a note confirming that you wish to cancel, and stating your contact details and customer number.

The return address is:

Orkney Optical Laboratory,
Garisle
Burray
Orkney
Scotland
KW17 2SS
United Kingdom

Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty.  

Extended Guarantee

All your purchases are guaranteed against defects in design, materials and workmanship, for a period of 12 months from the date of purchase. During this period we will refund, repair or replace the product or any defective parts free of charge.

We are under no liability in respect of any defects arising from willful or accidental damage, fair wear and tear, improper use and negligence, abnormal conditions of use, misuse or alteration or repair of the product without our approval. Buyer remorse is also not covered by this warranty.

This guarantee is offered as an extra benefit and does not affect your statutory rights as a consumer. This guarantee does not confer any rights other than those expressly set out above and in particular we shall not be liable for any consequential loss or damage.

If a defect appears, please return the goods for our inspection (if returning spectacles include the case and lens cloth) enclosing a letter giving your name, address and reason for return. Please enclose proof of purchase and date if the defective goods are within the guarantee period. Once we have inspected the goods we will notify you of your position.

If you are returning the goods for any other reasons we will consider refunds / part refunds on a case basis. Any concessions we may provide we do so without prejudicing our position or our right to enforce our terms and conditions. We may return defective goods to the manufacturer for their consideration.