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Sunglasses Shop FAQ

If you are contacting the Sunglasses Shop, please ensure you include, if you have these details, your order ID, transaction ID and order date

Products

Are your sunglasses genuine?

Sunglasses Shop is an authorised dealer for every brand of sunglasses and clothing we sell. Some suppliers, such as Ray-Ban, Oakley and Maui Jim link through to our site from their sites to help customer confidence. All our products are supplied by the UK brands themselves or their UK distributors. In store we display our authorised dealer plaques for brands that provide them. All items are sold with a full warranty, typically one year for sunglasses. All designer sunglasses are sent with their original case and any warranty cards and information. It is exactly the same product you will find in our shop, or any luxury boutique or department store.

How do I know if a product will fit me/suit me?

Here at the Sunglasses Shop we know the importance of having the right product and we aim to provide as much information with each product to help inform decisions. Sunglasses do not vary greatly in size but subtle size differences can make a big difference to fit. Therefore, sizing is a particular issue and we provide as much information as we can but fully understand when products do not fit. For this reason we offer a 7 day returns period. One can return purchases for an exchange or refund.

Do you inspect products before they are shipped?

Yes we do. We have a rigorous checking system which involves inspecting the frames, checking the hinges and nose pads, and inspecting the lenses for any marks/imperfections.

How do I know if the goods I order are in stock?

All sunglasses online, unless stated are in stock. Occasionally we will double sell an item. If this happens we will notify the customer as soon as we find out to offer an alternative or advise how long the replacement will take. On the rare occasion the goods are temporarily out of stock a back order will be placed with our suppliers which typically takes 10 days. If the goods are still unavailable you will be notified by email where an exchange or refund will be offered.

Shipping and tracking

Where is my order?

All UK orders are shipped either through Royal Mail or via a courier. Orders over £50 are shipped via a courier or Royal Mail Special Delivery and orders under £50 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.

International orders are either sent via international post or through a courier. Deliveries are typically made within 10 working days.

If you have any queries about your order please contact us or view the terms and conditions for further information.

How do I track my order?

Tracking information is emailed when orders are shipped. If you do not receive tracking information please contact us and we will forward over tracking details.

Ordering and payments

 Why can’t I place an order online?

If you are having problems placing an order online and/or are finding that your basket keeps emptying try visiting www.sunglasses-shop.co.uk/cookie as it is possible that you do not have temporary cookies turned on which are necessary to place an order. If you are automatically redirected to the home page then session cookies are turned on, otherwise you will be redirected to an appropriate help page. If you still have problems then please email us.

How do I know if the goods I order are in stock?

Everything we display on the website (except spectacles) we keep in stock unless otherwise stated. Our stock levels are updated every 15 minutes so you can feel confident that if a product is available to order then it is in stock. On the rare occasion that stock errors occur we will always notify the customer as early as possible with as much information as we can, this will include the opportunity for alternatives and approximate delivery date. Our figures show that from January 1^st 2009 through to December 1^st 2009 99.85% of orders (excluding special orders) were shipped within our advertised dispatch time.

Why have I received an email asking for certain details?

All payments are reviewed when received and we may require further information to help release orders as quickly as possible. The main reason we ask for further information is as a result of billing details being added incorrectly. By ensuring that details are accurately entered payments can be cleared and orders shipped without delay. We may also request further information if advised by our payment processing companies or by the card issuers.

Is payment secure?

Yes, to ensure all payments are taken securely we use RBS WorldPay and Google Checkout. Both payment providers are secure payment methods and mean that we do not have access to card details. For further information on RBS WorldPay and Google Checkout please visit their websites.

If you prefer to use PayPal we are able to email over payment invoices on request. We also accept payments by cheque or direct in to our international bank account.

Do I have to pay for my order online?

No, you don’t have to pay online although this is the option preferred by most; you can place your order over the phone or by cheque or postal order. To order by cheque or postal order please note down the sunglasses you wish to order and include this information in an accompanying letter. Don’t forget to include your delivery address, contact telephone number and email address.

How do I estimate the cost in a different currency?

If you are uncertain how much your order will cost in a different currency then you can convert the currency at http://www.xe.com/ucc

What are your terms and conditions?

Before placing an order with us you must agree to our terms and conditions. Our complete list of terms and conditions can be found here.

After sales

Will you still offer advice once I’ve made a purchase?

Once your order is shipped you are not forgotten, we are here to help with any concerns relating to your order.

Do my sunglasses come with a warranty?

Sunglasses typically come with a one year manufacturer’s warranty so if you experience any manufacturing faults in this time please let us know and we’ll help get them resolved as quickly as possible.

What if I receive a faulty product?

If you do receive a faulty product we will endeavour to resolve the issue as swiftly as possible. Please contact us at your earliest convenience and we will help organise a return and replacement.

 What is your exchange/refund policy?

For full information on returns please visit our returns policy page.

Sunglasses Shop

How can I contact Sunglasses-shop?

If for any other reason you need to contact Sunglasses-shop and/or your query hasn’t been answered please contact us.

What is your VAT number?

Our VAT number is 774 2390 16 and our company registration number is 04205592

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