When placing an order with Lensxpress, you are confirming that you are age 16 or over and not registered blind or partially sighted. You are legally capable of entering into a binding agreement. You agree that the prescription supplied to us, for the supply of optical lenses, was legally supplied by yourself, from a suitably qualified UK optician in the last 24 months. When ordering from the Lensxpress, you undertake that all details you provide to us for the purpose of purchasing optical products are true, accurate, and current at the time of the purchase.
Orders of goods from Lensxpress
Submission of an order represents a request to purchase lenses from Lensxpress. We only accept the order once payment has been processed, and the prescription details have been assessed as suitable to proceed with the order. We confirm acceptance of your order at the time of payment over the phone, or by email link for payment.
Prices stated are inclusive of Value Added tax (VAT) that may be required to be remitted to the tax authority by Lensxpress. The prices of the products will be quoted to you either by phone or email. Delivery will be at an additional cost either by ‘1st Class Royal Mail signed For’ or ‘Royal Mail Next day delivery’. This will be confirmed to you prior to despatch of the product.
Delivery & Carriage
We will make reasonable endeavours to ensure your products are despatched and delivered to you as quickly and safely to you as possible once your order has been processed. The products will be delivered to you at the address you have provided, which may be different from the billing address. We advise that the delivery address be double checked prior to placing the order as responsibility for the address given for delivery falls on the person placing the order.
Lensxpress is not held responsible for goods sent to the wrong address provided by the original purchaser. Any dates quoted for delivering the goods are approximate only.
We quote 7 to 15 working days for most orders to be completed. We cannot be held accountable for delays caused by a third party (Lenses companies, postal services etc), so a 28 working days delivery is the company guarantee, though very rarely used.
Breakages or Damage
Before you send your frame; check to see that it has no obvious defects and is in good enough condition to be reglazed. We can replace nose pads but cannot reglaze frames with broken hinges or broken sides.
We require you to complete and sign an order form which states the following information which forms part of our Terms and Conditions:
I understand that the reglazing process is undertaken at my own risk. I accept that all care will be taken to protect my frame but realize that on very rare occasions, breakages or damage can happen during the reglazing process, or postal delivery and Lensxpress cannot accept responsibility for such breakages or damage.
Contract Cancellation Rights
Once a contract to purchase products has been entered, you have a 7 day period from the date the contract was entered (date of order confirmation and payment) in which to cancel this order. This right does not apply at any time after we have started to customize any materials including manufacturing/installing any goods in accordance with your requirements.
We request that you contact us prior to returning any products. In order to return any goods for refund or exchange for alternative goods, you must within 30 days of dispatch contact us at Lensxpress by phone or in writing detailing the reason for return. All returns must be received by us within 7 days of the returns request. If the goods are not received by that time, all rights to a return will lapse. You must return the goods by “Recorded signed for delivery” as Lensxpress cannot take responsibility for any goods lost in the post.
Once you have contacted us to proceed with your order we will send you a package containing an order form / Instruction form and a flat pack box with Freepost 1st Class return label to us. When returning your frame(s) to us you must include a copy of your valid prescription which is not less than 2 years old from your Opticians. Orders will only be processed on receipt of a valid prescription. We will accept scanned prescriptions sent to us by email (firstname.lastname@example.org)
All responsibility for the delivery of your glasses to us is yours, so please take care to package them correctly and securely. We cannot take responsibility for goods not received by us in the post. When you take your packaged glasses to the post office, ask for a Certificate of proof of posting, which is free.
If your glasses are of high value, we suggest you use a Recorded Signed for delivery service, or Special Delivery both offered by Royal Mail at your cost. Furthermore you should consider (and we highly recommend) separate insurance for expensive, designer frames.
Returns & Refunds
Lensxpress have a 30-day return policy. It is the responsibility of you, (the customer), to advise us within 14 days of any problems or defects.
You must return the goods in their original condition.
When you do return product, we recommend that you obtain proof of postage from the Post Office, (recorded/signed for special delivery) as we are unable to take responsibility for packages lost in post.
Returned goods will be examined upon receipt and we will notify you about your refund or replacement via e-mail.
We have the right to refuse the issue of a refund or replacement in the event they have suffered damage after delivery, they have been misused or the problem is due to wear and tear.
Tinted lenses are non-refundable.
Your statutory rights in relation to returns and refunds are not affected.