Frequently Asked Questions at Sunglasses Shop


What are your Terms and Conditions?

For all the legal stuff about ordering with us please see our Terms and Conditions.

Are your sunglasses genuine?

We are an authorised dealer for every brand and we really couldn’t have become the market leader by selling counterfeit goods. We did this through hard work and great customer service. We buy all our products straight from the manufacturers. This means we get the same sunglasses as Sunglass Hut, David Clulow and all the major department stores. If it’s Duty Free at the airport the sunglasses will have come from the same place as ours. Some sites, such as Oakley and Ray-Ban will have a link to us as being a genuine dealer. It’s our relationships with our manufacturers that means we are able to bring you the best in the sunglasses industry.
We also have a High Street store and the brands come and visit us all the time. All the products come with a warranty (often one year but can be more) and if you really are worried then give us a ring. We have absolutely nothing to hide and will help you with any concerns you may have.

What is your returns policy?

We have a 30-day returns policy.  In line with the Distance Selling Regulations 2000 you have the right to cancel within seven working days of receipt. This period starts from the day after the day you received the goods.  The goods must be in the same condition that we sent them out to you.
If you wish to cancel your order, the easiest method is to email customerservices@sunglassesshop.com. You can also cancel in writing and we will accept cancellation requests over the phone.
If you have received the goods before you cancel your contract please fill out the returns form at //shop-with-us/easy-returns.aspx or notify us at customerservices@sunglassesshop.com. You must send the goods back to us at your own cost and risk (we strongly advise using a recorded service). If you cancel your contract but we have already sent the goods you must not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Is payment secure?

Yes. Very secure. In fact we use the best internet security available. All your details are encrypted using the best SSL 256-bit security encryption at every stage of your order. Furthermore we won’t see any of your card details so you can rest assured that when you enter these it is not shared with anyone. Not even us. Check for the https:// in the web browser and look for the locked padlock symbol alongside the web page address. You can shop with confidence.

How do I know if the sunglasses are in stock?

We hold all our website stock, so we can get your sunglasses started on their journey to you from the moment you place the order. Our website will show that the sunglasses you want are in stock and ready to be sent. If an item is out of stock you can get an email update to see when it is back on our shelves. It won’t be long.

Is my personal Information kept private?

All your personal information is kept private. If you sign up for a newsletter we may use the information provided to make sure you are getting information that is relevant to you. But that’s it.

I have forgotten my password. What should I do?

It’s not a problem. Just follow the ‘forgotten your password?’ link and we will get you back into your account before too long.

Have you received my return?

As soon as we receive your return we’ll let you know. You can also log in to your account and see how your return is getting on. Here you can choose your new sunglasses, make any extra payments if necessary and then track the progress.

Will I be fully refunded?

Yes. Please return your sunglasses in the same condition they were sent out and we will refund all your money. This should show in your account within seven working days.

What size should I choose?

We have a lot of sunglasses and what size you should choose depends on your individual needs. However most of our customers are well suited to the middle-size where there are three options but if you have any more questions please get in touch and we’ll be happy to help you.

I want sunglasses for someone else. What should I choose?

Sunglasses make a great gift. We have great expertise, not just in what is important about a lens or frame type, but also in giving real life advice. We can help you choose the right frame for whoever you are buying for, if you are buying for an occasion or sport, or if you can’t decide between two or three frames for yourself. Get in touch with us and speak to one of our customer services team, who love to share their knowledge. You can visit the site for in-depth information about face shapes, sunglasses for different occasions and what to buy for someone else.

Do you inspect products before they are shipped?

We always check all our sunglasses before they leave. Our staff check the lenses, hinges, nose pads absolutely everything and will ‘sign off’ each pair to make sure they are in perfect condition before leaving us.

Where is my order?

All UK orders are shipped either through Royal Mail or via a courier. Orders £80 and over are shipped via a courier and orders under £80 are typically shipped first class mail. Tracking information will be sent as soon as your order is shipped and should be delivered the next working day. Please be aware that first class delivery is not a guaranteed next day delivery service, although well over 90% of first class mail is delivered the next working day.

What if I think there is a fault with my product?

We hope we never send out a faulty product because we make sure all our sunglasses are in top condition before they leave home. But if you think there is a problem please email us at customerservices@sunglassesshop.com or give us a ring and we will get you a new product as quickly as we can.

Do you have a shop?

We wanted to have a High Street presence so once the website was established we got ourselves our first High Street shop too. So if you’re in the neighbourhood you can always come for a visit. We’d love to see you. If you’re not in the neighbourhood then the website is online 24 hours a day. And don’t worry if the product doesn’t suit you – just send it back. We’ll find something that does.