Our Patient Care Promise

We are proud of the services we provide and the products we sell, and take great care to ensure that the quality is the best that it can be. If you are not totally happy with anything we have done, we want to know about it. We will welcome you back, listen to your concerns and ensure your problem is resolved to your satisfaction.

Our frames are guaranteed for 24 months from purchase for manufacturing defects. If you find a manufacturing fault, bring the glasses back to us and we will repair them to new condition or replace them if they cannot be repaired properly. If any parts are not available, you may select another pair of glasses to the same value including lenses to the same specification as the broken pair at no charge.

Lenses have a 12-month warranty on fitting and coatings. Please take care of your lenses. If they are scratched or damaged, we will try to help, but this kind of problem is not normally covered by warranty.

We know that bad luck happens – and when it happens to you, we want to help. In the first 12 months after you collect your glasses, if the dog chews your glasses, or you sit on them, or they melt on the dashboard and cannot be repaired, just bring in the unfortunate pair and we will provide you with a new pair at 50% of the original cost (or an alternative if yours are no longer available). You can do this once in the first 12 months and does not apply if you lose your glasses.

We encourage you to come back regularly to have your glasses cleaned, serviced and checked. It is important to have your glasses adjusted occasionally for comfort and function. We also offer a free-of-charge full professional clean and service 12 months after you collect your new glasses or sunglasses. And there’s no need to put this date in your diary, as we will send you a reminder.

For help choosing your next pair, explore our boutique eyewear service. Our SVO article on choosing glasses, lenses and frames explains useful questions about fit, quotations and aftercare.