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Refund, Replacement, Cancellations, Returns & Replacements

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.

 Returns

If you are not satisfied with your goods, you should notify us as soon as you receive them. We will ask you to pack them securely and return them to us, at your cost and risk, in their original condition, within seven working days starting the day after the goods have been received, together with your original receipt and original packing and we will refund your paid amount minus postal charges.

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 10% reduction in refund costs will be applied as well as subtracting postage costs. 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. Our quality control department Please Note: please contact our returns department by email returns@SpecSuperstore.com 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 immediately upon receipt of the goods. Your statutory rights are not affected. We endeavour to respond to any complaints made with 5 working days. Cancelletion of Purchase We reserve the right to cancel your purchase from us if: (1) We have insufficient stock to deliver the goods you have ordered (2) We do not deliver to your area. (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 do cancel your purchase we will notify you by email and we will refund you as soon as possible. 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 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.

Prescription Glasses

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.

Designer Prescription Glasses

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. 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. Occasionally some frame models or colours of a certain model may be discontinued overnight. 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.

Designer Sunglasses

Please note that SpecSuperstore cannot return any designer sunglasses to our suppliers after they are supplied whether glazed with a prescription or without. This is due to our suppliers not being able to accept designer sunglasses back into stock after they are ordered. A 15% re-stocking fee will apply to returned sunglasses if they aren't suitable for our customers for any reason.Please note that our prescription lenses policy applies to designer sunglasses also. Should our customers wish to try the frames 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.

Our Delivery Policy

All items are sent out via First Class Packet Post or by courier for larger orders. If in stock for our core range (budget items), the item will usually be despatched within 48 hours, and should reach you within 3-7 working days. For designer brands or out of stock items delivery can take up to 28 days. Items shipped by Special Delivery are guaranteed by Royal Mail to arrive the next day.

Occasionally, there are delays in the postal system, so your parcel could take longer when the 1st class delivery option is requested. Special delivery items are tracable after 10 days.

Unfortunately, we cannot start tracing parcels when our special delivery option is requested until after this time has expired. If you still have not received your goods after the 10 day period, please contact us so that we can assist in the matter via email delivery@specsuperstore.co.uk

Currently we deliver to the United Kingdom (including the Channel Islands ) Europe and World Zones 1 and 2.

Our cost of Royal Mail 1st class delivery (UNINSURED) is £3.50.

Please note that this postal option is uninsured and not trackable or traceable. The goods leave our premises in A1 condition but are at the risk of the purchaser to arrive in the same condition left from our laboratory. We do strongly advise special delivery for all items over the value of £50 for peace of mind for all our customers and us.

Special Delivery Next Day (INSURED AND TRACKABLE) is £6.50.

(We strongly recommend this option for all orders over £50 as they are insured, trackable and traceable. Should your item be damaged in the postage system you will be able to recover the total cost of your item through Royal Mail.)

Europe postage is £4.50 by Airmail.

World Zones 1 and 2 is £7.50 by Airmail.

For International signed for postage please request this service when ordering. An extra charge of £5.50 will be applied.