Customer Service

Shipping & Delivery

We will process your order during weekdays, Monday to Friday 9 am to 5 pm.

We aim for most UK orders to be received within 5-7 business days (exclusive of Weekends and bank holidays) from the date of your order.

For orders outside the UK please allow about 10-20 working days for delivery.

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.

The delivery of the goods must be to a valid address.

Delivery dates specified by Fan Frames 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 individula circumstances.

Fan Frames cannot be held responsible for delays in the delivery caused by the manufacturer or third party courier service.

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) plus a handling fee of £20.

Subject to the other provisions of these Terms, Fan Frames 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 or UPS and a tracking reference number will be provided via email or phone enquiries. In the event, you return goods, shipping charges will be non-refundable. Where prescription lenses have been custom made and supplied these are exempt from refund. If you require faster shipping please call us to arrange following your order to +44 (0)1482 363 579.

 

Privacy & Security

Security is one of our highest priorities and we take every precaution to protect your personal information both online and offline. Information requested when registering or ordering goods (including your credit/debit card details) is encrypted with SSL (Secure Socket Layer), the industry standard encryption software. To help us keep your personal information strictly confidential you should keep your password secret. While we use SSL encryption to protect sensitive information online, we also protect your personal details off-line. All employees are kept up-to-date on our security and privacy practices and we ensure our Merchants maintain our standards of security. We do not store Credit Card Information.

Returns & Replacements

The 30 day guarantee period begins from the date of the order of goods.

Items must be sent to us using Royal Mail registered post or courier of your choice - where a tracking number is provided. If you wish to return your glasses for a refund for any reason you need to return the glasses, with all packaging and a copy of the delivery note and or invoice to:

Fan Frames Limited

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

All goods must arrive in a perfect condition for a full refund to be issued including all packaging supplied. We cannot be held responsible for returned goods that are lost in transit. The cost of carriage and insurance is non-refundable. If however, the goods are faulty then the postage costs will be refunded. Items judged to have suffered accidental damage, show signs of wear and tear to goods or packaging, no refund will be issued.

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 of the goods will be the price stated in our catalogue or on our website. The price of 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

All goods are processed and dispatched at 3 pm on work days. Please notify our team before 2 pm preferrable via telephone as soon as possible during office hours, or email if placed outside this time. Please notify us within 24 hours for all custom prescription orders. Once custom lenses are cut charges are incurred.

Description of Goods and Services

A description of the goods is set out on our website and any other documents referred to in our communications. 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 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 a medical diagnosis for an 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 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 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