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Terms and conditions

Terms and conditions

The Availability of our Supplied Goods

(1) Our core range of products are kept in stock however as we ship large numbers of our quality SpecSuperstore glasses some may be out of stock for 24 hours. If any item is suddenly discontinued or not available we will notify you by phone or email to arrange an alternative model or a refund. All goods advertised for sale on SpecSuperstore are subject to availability. Occasionally some items are unavailable, discontinued, delayed or out of stock with our suppliers or delayed if we are waiting for deliveries from our suppliers.

(2) SpecSuperstore will not charge you for goods that we cannot supply. If goods are ordered electronically before our processing of your order and the item is unavailable we will refund any monies paid within 31 days of the order. However we will not be responsible for any damage or losses that you may suffer if we fail to supply goods.

(3) We have attempted to display the goods on the website as accurately, true to our knowledge and fairly as possible.

Designer Prescription Glasses

(1) We do stock a large range of designer spectacles at our laboratory, however not all colours, sizes and models are stocked and therefore some are ordered direct from the manufacturer. Most of the designer ranges we supply come direct from Italy. If the item is in stock in Italy it will usually reach our lab within seven working days where it will be turned around the same day and shipped out by which ever postage option our customers choose.

(2) Occasionally some frames are out of stock or on backorder with our suppliers and unfortunately some can quote lead times of up to 4 weeks. Should this situation arise when your order comes through we will contact you immediately to advise you of the quoted delivery time or to arrange delivery of an alternative model or we will refund your monies paid if no solution can be reached.

(3) Occasionally some frame models or colours of a certain model may be discontinued or become out of stockover night and without any prior notice to ourselves. We always endeavour to supply the frame ordered but these situations can arise unfortunately. Should this happen with your order we will contact you by email or phone to arrange an alternative colour or model or if no solution can be reached a refund will be given. Please allow 7-14 working days for all designer glasses and sunglasses but in the rare instance for any of the above reasons please allow up to 31 days.

Designer Sunglasses

(1) SpecSuperstore cannot refund any personal prescription lens costs that are glazed into any designer sunglasses.

(2) No refund of any postal charges are liable by SpecSuperstore.com unless a manufacturers, glazing or general defect is found which is the fault of the relevant supplier.

(3) Should our customers wish to try any designer sunglasses by approval then please telephone or email our customer services team at orders@specsuperstore.com where we may be able to source a chosen frame by prior approval with our designer sunglasses suppliers.

Cancellations

Cancellatons of orders must be within 24 hours of ordering online or by phone whether the item is our core range of goods or any designer spectacles or sunglasses. Our orders are processed immediately by our team and ordered in real time online through to our suppliers. If the order is cancelled after this 24 hour period no postage charges will be refunded as we are charged postage for goods coming from our suppliers. If the customer cancels their order we will endeavour to refund the value within 31 days of the date of cancellation less any postage, packing, and any incurred administration charges. We will not be obliged to offer any additional compensation for disappointment suffered, or any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill).

Our Prescription Lens Supply Limitations

(1) By law we are not allowed to supply spectacles to wearers under 16 years, nor to supply prescription glasses to patient's prescriptions which are over 24 months old. We also cannot supply goods to registered partially sighted or blind people.

(2) Unless we specifically agree with our customers by phone or email by one of our qualified team of opticians we will only supply spectacles with prescription lenses of spherical power between +7.75 and -7.75 dioptres and a cylindrical power between +4.00 and -4.00 dioptres.

Prices

(1) The prices displayed on our website are correct at the time of display. However we reserve the right to alter prices from time to time without notice. When we have accepted an order we will not change the price that applies to that order subject to unseen server issues and database price variations which are beyond our control at the time of ordering.

(2) We make every effort to maintain correct pricing but these may be subject to variations caused by factors beyond our control.

(3) The prices displayed are inclusive of VAT at the current standard rate. VAT is charged on all sales to customers located within the UK or within another member state of the European Community (EU). The current rate of VAT is 17.5% however after December 1st 2008 the rate of VAT will be 15%. Further details of these changes can be found on the HRMC website. Our UK VAT registration number is: 940 4384 30.

Customer's Obligations

(1) By placing your order you confirm that you are aged 16 years or more and are legally able to purchase prescription spectacles from us from our internet websites www.specsuperstore.co.uk and www.specsuperstore.com or by telephone ordering.

(2) You confirm that you are not registered partially sighted or blind.

(3) You agree to provide any details reasonably requested by us to confirm that you are legally able to purchase prescription spectacles.

(4) You agree to use your correct legal name, address (cardholder's address), date of birth and to supply any other details reasonably requested.

(5) You confirm that you have had an eye test in the past 24 months and that you are correctly imputing the prescription information. If you are in doubt about any of the information on your personal prescription then please fax a copy of your prescription to us on 01745 590069 or alternatively email us at help@specsuperstore.com before entering it on our prescription entry form on our website.

Payment Information, Processing and Security

(1) We accept payment by PayPal, Visa, Mastercard, Switch, Solo, Maestro or any other credit card identified on our site. We are part of 3D secure rulebases on Mastercard and Visa transactions. Verified by Visa and Mastercard Securecode are always live during payment processing on SpecSuperstore's website for the protection of our customers and us. We take online fraud very seriously and any suspected fraudulent transactions will be reported to the relevant authorities.

(2) Credit and charge card payments are subject to validation and authorisation by the cardholder's issuer and we will not be liable for any non-delivery or delay if a card issuer refuses to authorise payment.

(3) You may also pay for goods by sending a sterling cheque to us drawn on a UK clearing Bank but the goods will not be dispatched until the cheque has cleared.

(4) Transmission of your debit or credit card number and other details in relation to payment are through a 128 bit SSL secure server and will never be stored by us. Our payment partner Protx process all payments unless PayPal is used. We cannot accept responsibility or liability for failures in transmission of information deletion, non-delivery or failure to store any communications by you.

Liabilities

(1) Nothing in these terms and conditions is to be taken to exclude or restrict rights granted to you by law in respect of goods supplied. Some goods may be the subject of additional warranties or guarantees given by the their manufacturers direct to you.

(2) We do not accept responsibility for damage to any goods caused by you.

(3) We will not be liable to any person for damage or loss arising from the use of goods advertised on our site.

(4) Without prejudice to your statutory rights the information contained in this site is provided without warranty and in particular we do not represent or warrant that the information is accurate, complete or current or that the use of this site will be uninterrupted or error free.

(5) We will not be responsible for claims relating to the availability of our SpecSuperstore range, our ecommerce engine, our website, servers, place of purchase or the success or level of sales resulting from these.

(6) The above exclusion of liability do not apply to damage arising from personal injury or death where they result from our negligence or the negligence of our servants and agents in the course of their duty.

(7) We use a computed height for bifocal and varifocal lenses. We recommend that if you are unsure about ordering bifocal or varifocal lenses you should either contact us first on 08454 765789 or you should select single vision lenses as we will not be able to replace or refund prescription lenses once they have been made.

(8) We will not be liable for any discrepancy caused by yourself when submitting the pupillary distance value (PD).

(9) Reglazing lenses into customer's own frames are done entirely at the customer's own risk. We will not be liable for damages or loss of frames sent for reglazing .We will not be liable for any breakages occurred during the glazing process as this is also at the customer's own risk.

(10) All telephone, fax and email orders are subject to our standard terms and conditions available on our website http://www.specsuperstore.com/articles/information/terms_and_conditions available online.

(11) The delivery option selected online or by telephone of goods purchased through SpecSuperstore are the sole responsibilty of the customer. All delivery options are given verbally (for telephone ordering) and by means of selection via selection buttons online. Should customers choose uninsured and unsigned delivery options it is the responsibility of the customer to recover any monies lost through the appropriate delivery company which currently is Royal Mail. SpecSuperstore cannot accept any liability for lost items through the postal system and hence our recommended option for all deliveries is Special delivery for all UK orders and Airsure for all overseas orders.

The Dispatch of our goods

(1) We will endeavour to deliver the goods to the address which you have supplied us at the time you made your purchase via our website by telephone or fax within 28 days.

(2) We will endeavour to ensure that the goods are delivered by any delivery date estimated by us but we cannot guarantee that goods will be delivered by that date. You agree that we will not be liable to you for any loss, damage or charge incurred because of the late delivery of goods or goods delivered to any alternative address other than the address specified from your initial order with SpecSuperstore. Any alternative delivery addresses must be confirmed by writing by the customer within 24 hours from the time of ordering. For any alternative delivery addresses overseas we will send any items via Royal Mail Airmail by Airsure or Internationally signed for delivery. Any increase in costs for sending items to alternative delivery addresses are the sole responsibility of the customer. Any incorrect or incomplete addresses given to us (SpecSuperstore) which are returned to us for any reason will incur a re-distribution charge set at our standard postal and packaging rates. We use Royal Mail packetpost for the delivery of our items and occasionally there are delays in the postal system.

(3) The risk of damage to the goods passes to you once they are delivered to the address specified in your order instructions. All goods may or may not require a signature at the recipients specified address depending on which delivery option is selected by the customer by online, telephone or fax ordering. For further information on our delivery policy please click here.

Returns of Glasses, Sunglasses and Prescription Glasses

(1) If you are not satisfied with your goods, you should notify us by email, fax, letter or phone as soon as you receive them and within 24 hours. We will ask you to pack them securely and return them to us, at your cost and risk, in their original condition including all relevant cloths, bags, cases, guarantee cards and any enclosed literature within seven working days starting the day the goods have been received, together with your original receipt and original packing and we will refund your paid amount minus postal charges.

(2)We are unable to refund cost of prescription lenses as these are a personal custom made item to your individual prescription. For all single vision orders supplied with our standard scratch resistant lenses a 15% reduction in refund costs will be applied as well as subtracting postage costs.

(3) If the order has customised lenses such as extra coatings, tints, high index lens options, bifocals, varifocals, transitions or polarised lenses the cost of the lenses will not be refunded unless there is a defect or quality issue with the supplied lenses.

(4) Please Note: please contact our returns department by email at returns@SpecSuperstore.com or contact by phone on 08454 765789 with a complete description of your problem & also your SpecSuperstore.com receipt reference. You should send your Proof of Return to us by separate mail. Any damage or discrepancy with the goods supplied must be notified to us in writing and if necessary digital photographic evidence should be sent to us at returns@SpecSuperstore.com immediately and within 24 hours upon receipt of the goods. Your statutory rights are not affected. We endeavour to respond to any complaints made with 5 working days.

(5) Cancellation of Purchase: We reserve the right to cancel your purchase from us if:

(5.1) We have insufficient stock to deliver the goods you have ordered.

(5.2) We do not deliver to your area.

(5.3) One or more of the goods you have ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers. We will ask you if you still want the product at the correct price. If we cancel your purchase we will notify you by email and will refund you within 31 days of the original order date. If the customer cancels their order we will endeavour to refund the value within 31 days of the date of cancellation less any postage, packing, and any incurred administration charges. We will not be obliged to offer any additional compensation for disappointment suffered, or any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill).

(5.4) Our packaging department at SpecSuperstore individually checks goods to confirm that they are in first-class condition and dispatches them by our chosen method of delivery. To ensure safe delivery we package the goods in protected strengthened Jiffy packing/Card Packaging.

(6) Where customers return items for reasons such as: wrong colour, size, type of lenses ordered or incorrect prescription details are entered at the time of ordering, which are the sole responsibility of the customer, there is a 10% administration charge of the total order cost excluding postage to be administered. As these factors are totally beyond our control these charges have to be implemented for any of the above reasons.

Reglazing

Our service of reglazing customer's own frames are subject to the following terms:

(1) Customer's own frames are reglazed entirely at the customer's own risk. There are risks involved when customer's own frames are reglazed and frames over 2 years old carry a greater risk of breaking especially if they are of a plastic or optyl variety. SpecSuperstore takes no liability should a customer's own frame break when springing in new lenses or taking out old lenses or any damage to the customer's own lenses when removing them from the customer's own frame.

(2) Should a frame be unsuitable or carry a high risk of breaking then we will inform you before any works are carried out.

(3) SpecSuperstore also reserve the right not to reglaze a frame should we deem it unsuitable for glazing.

(4) Where bespoke lenses are ordered and the frame not be suitable for glazing, lenses are not refundable and the customer will be sent the cut or uncut lenses if the frame is not suitable. 

Price Match

(1) Our price match policy is subject to our discretion. We aim to price match any like for like goods to include optical frames, sunglasses and lenses. Due to the amount of non-authentic frames and sunglasses readily available on the black market and internet we will not price match any non-authentic frames or lenses.

(2) Frames and lenses to be price matched will have to be from the same suppliers that SpecSuperstore uses to ensure like for like items matched.

(3) We regret that price match requests from customers cannot be honoured should the price match submitted cause any subsequent losses to SpecSuperstore.

(4) We regret that any discontinued items (frames or sunglasses) cannot be price matched as we do not supply discontinued stock. 

(5) We reserve the right not to honour any price match guarantee.

General Terms and Conditions

(1) Notices served under these terms and conditions must be in writing and will be deemed to be given when personally delivered, sent by confirmed fax or 3 days after being sent by registered mail to the address set out in our Dispatch Letter / Invoice.

(2) Any failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of those terms and conditions.

(3) These terms and conditions may be subject to change at any time without prior notice to you, your affiliates. partners, companies or of any relationship to you.

(4) These terms and conditions shall be governed by and construed in accordance with English Law.

(5) These terms and conditions are the copyright of SpecSuperstore.com and all of its affiliates and partners. Any reproduction or copyright issues of our websites, content, articles, images, blogs, forums, logos, company names or use of our domain names within any search engines or used for any search engine optimisation purposes, blogs, adwords, adsense, forums or other advertising media without our consent is strictly prohibited. Pleae click here to view our website terms of use.

(6) By ticking the checkbox throughout all registration and checkout stages of our website you (the customer) are fully agreeing to our terms and conditions. It is not possible to proceed through these areas of our website or make an order unless this checkbox is ticked with your (the customer's) approval. By agreeing to our terms and conditions you (the customer) are entering into a legally binding contract with us (SpecSuperstore). All telephone, fax, postal or email orders are also subject to our terms and conditions and you will be asked to refer to these when making your order this way. By agreeing with us by any of the above ordering means you are entering a legally binding contract with us with the above terms and conditions to which you (the customer) agree with.

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