Customer Service

  • SHIPPING & DELIVERY

    We will process your order right away. Most orders are received within 5-8 business days (exclusive of Weekends and bank holidays). Please remember that our glasses are custom-made for you. The lenses are precisely engineered at our lab so whilst we do want to get the glasses to you as quickly as possible, we don't want to rush them. We want the quality and speed to be right. Whilst most glasses will take about a week, certain combinations of choices do take much longer to make so please allow up to 15-20 working days, particularly if you have ordered any combinations of rimless, varifocal, high index or transitions (react to light) lenses and coatings as these combinations do require extra processes and can take extra time. We will always try and despatch them sooner if we can! For orders outside the UK please allow about 3-5 working days more for delivery. We Aim To Deliver Within 1 Week!.

    Unless otherwise agreed in writing - delivery of the goods will take place at the delivery address provided on the order form or the delivery address provided on the online order form. Plus the delivery of the goods must be to a valid address and any dates specified by Fan Frames Limited for delivery of the Goods are intended to be an estimate only. Every attempt will be made to deliver the goods within a reasonable time; however delivery may take up to 28 days depending on circumstances. Fan Frames Limited cannot be held responsible for delays in the delivery caused by the manufacturer or any other third party. If delivery is not within the agreed time Fan Frames Limited will arrange another time for delivery.

    If for any reason (not due to our fault) you do not accept delivery of any of the goods in accordance with this paragraph then we may charge you an additional fee to cover any reasonable additional direct costs incurred by us as a result (including additional insurance, delivery, storage or similar charges). Subject to the other provisions of these Terms, Fan Frames Limited shall not be liable for any loss, whether direct or consequential, economic or loss of profits or otherwise, arising directly or indirectly out of any delay in the delivery of the Goods nor will any delay entitle the Buyer to terminate or rescind the Contract unless the delay exceeds 120 days. All orders are dispatched via Royal Mail, UPS and FedEx 

  • RETURNS & REPLACEMENTS

    The 30 day guarantee period begins from date of order of goods. The guarantee covers goods that have a manufacturing fault only. If this is the case, please return your glasses to Fan Frames Limited and we will replace them free of charge. Items must be sent to us using Royal Mail registered post - where a tracking number is provided. The guarantee does not cover glasses that are ill fitting or non-aesthetically pleasing to the wearer. If you wish to return your glasses for a refund for this reason you need to return the glasses, with the case and cloth in good order, at which point we will consider refunding an amount for the frame only. All returns must me sent using Royal Mail Recorded Delivery or Royal Mail Special Delivery as we cannot be held responsible for returned goods that are lost in transit. We cannot refund the cost to manufacture the lenses as these are custom made to your prescription even though this cost is not passed on the customer it still remains a cost that we carry.
    The cost of carriage and insurance is non-refundable.
    Returns can be sent to:-

    Fan Frames Limited,
    Halifax House,
    30-34 George Street,
    Hull,
    HU1 3AJ


    If however the goods are faulty then the postage costs will be refunded.
    RETURNING ITEMS BY MAIL
    On the packing slip enclosed with your order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information.

Ordering
Once you have placed an order on the website, you receive an email confirmation, store this somewhere safe as this is your receipt.
Payment, Pricing & Promotions
The price for the goods will be the price stated in our catalogue or on our website. The price for the goods includes any value added tax payable. Unless we agree otherwise in writing, you must pay to us the price for the goods when placing your order. Payments to us must be made in pounds sterling.
Viewing Orders
Login to your account at any time to see your order status
Updating Account Information
Please use the My Account button at the top of the website to update any of your account information
Cancellation Policy
Minimum 24 hours’ notice of cancellation required. Notification for instance, in person, via email, and/or fax, or any other means will be accepted subject to confirmation in writing. We reserve the right to levy a £30 charge to cover any subsequent administrative expenses.
Description of Goods and Services
A description of the goods is set out in our catalogue and on our website and any other documents referred to in our catalogue and on our website. Whilst we will attempt to ensure that there are no changes to the goods to be supplied, it is possible that there may be some minor variations to the description and/or specification of the goods which arise by virtue of changes made by the manufacturers of the parts supplied which form part of the goods.
Inspection of Goods
Risk in the Goods shall pass to the Buyer on delivery. Upon delivery of the goods you should carefully inspect them. If any of the goods are damaged or lost, please contact us to inform us of the problem and do not use the goods. Each of the goods will contain written confirmation of the prescription of the goods. If the prescription stated does not match the prescription ordered, please contact us to inform us of the problem and do not use the goods.
Disclaimer of Warranty
The content (as defined below) contained in this site is provided by Fan Frames Limited as a service to its customers. This site does not contain information about eye diseases, nor does this site contain medical information that may be relevant to your eye care needs. The information provided in this site is only general health information, and is intended only to facilitate communication between you and your Optician or Doctor. This site does not provide medical diagnosis for any individual and must not be used as a substitute for professional medical advice, diagnosis, treatment or care.
Any medical questions you may have about your specific medical condition, treatment, care, or diagnosis must be presented to your Registered Ophthalmic Optician. You should never disregard medical advice or delay seeking professional advice because of any information contained in or related to this site. Fan Frames Limited does not endorse, operate, control, or assume responsibility for any product, brand, method, treatment, information or service on this site. The information, services, and products contained in this site are provided "as is" without warranty of any kind, express or implied.
Remember Me Option
This option will allow you to quickly access your customer account without having to remember your username or password each time you want to purchase or view your account details
Limitation of our Liability to You These Terms set out the rights and obligations that apply where we supply goods to you. Please read them carefully before you place your order as you will be bound by these Terms if we accept your order. If you have any queries regarding these Terms (or the order form) please raise them with us as soon as possible and in any event before you place your order.
Our Responsibilities

We will meet our responsibilities under this contract within a reasonable time unless it is impossible for us to do this because of circumstances beyond our reasonable control. In particular we will not be responsible for delays caused by our suppliers.

Contract Personal to You These Terms set out the rights and obligations that apply where we supply goods to you. Please read them carefully before you place your order as you will be bound by these Terms if we accept your order. If you have any queries regarding these Terms (or the order form) please raise them with us as soon as possible and in any event before you place your order.
Our Right to Transfer the Contract Fan Frames Limited may assign or subcontract the contract or any part of the contract to any person, firm or company. Your Personal Data We will ensure that our employees, agents and sub-contractors shall, at all times, comply with the provisions of the Data Protection Act 1998 in relation to data received from you in relation to this contract and shall only process personal data received from you where necessary to fulfil our obligations under this contract.

If you have any other questions please call (+44) 01482 363579 or email customer-service@fanframes.co.uk 

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