Delivery & Returns Policy

Delivery Schedule

To all UK customers we will send out the pre-paid box to you the same working day if the order is placed before 4.30pm, after that it will be the next working day. All overseas customers must send their frames directly to us. Once we receive the glasses from you we will normally complete and send back within 5-7 working days. If there is a longer delay we will inform you.

For any special requirements please call on 01455 293417

International deliveries take between 5-14 days depending on destination.

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.

Any dates specified by Reglaze Glasses Direct for delivery of the Goods 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 circumstances. Reglaze Glasses Direct cannot be held responsible for delays in the delivery caused by the manufacturer or any other third party. If delivery is not within the agreed time Reglaze Glasses Direct  will arrange another time for delivery.

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).

Subject to the other provisions of these Terms, Reglaze Glasses Direct  shall not be liable for any loss or damage to any goods incurred during the specified delivery service, 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.

Standard delivery (Tracked48) is free, Tracked24 and Special Delivery are optional.

Returns Policy

At Reglaze Glasses Direct, every pair of lenses is individually manufactured to order using the prescription and measurements supplied by you or your optician. As every order is bespoke, we encourage customers to contact us if they experience any concerns, as many issues can be resolved quickly without the need for replacement lenses.

Manufacturing Faults

All lenses are thoroughly inspected before leaving our laboratory. If your lenses are found to have a manufacturing fault or have not been produced in accordance with the prescription or specification supplied to us, please return them for inspection.

Where a manufacturing fault is confirmed, we will remake or replace the lenses free of charge. If a suitable remedy cannot be provided, an appropriate refund will be offered in accordance with your statutory rights.

Prescription Adaptation & Prescription Changes

Every pair of prescription lenses is manufactured precisely to the prescription and measurements supplied with your order.

It is not uncommon for some wearers, particularly those with new varifocals, prism corrections or significant prescription changes, to require an adaptation period. If you experience any difficulty with your new lenses, please contact us before arranging replacement lenses elsewhere. Our opticians are often able to advise and work with your prescribing optometrist to resolve any concerns.

If, following manufacture, your optometrist changes your prescription or determines that different fitting measurements or dispensing positions are required, this does not necessarily indicate that the original lenses were incorrectly manufactured.

Before dispatch, every pair of lenses is checked to confirm it has been manufactured accurately to the prescription supplied.

As prescription lenses are bespoke products made specifically for you, they cannot be reused or resold. Where lenses have been manufactured correctly to the prescription and measurements provided, refunds will not normally be available solely because the prescription has subsequently changed or further clinical adjustments have been recommended.

Where appropriate, we will always work with you and your optician to find the most suitable solution and may, at our discretion, offer a goodwill remake, partial refund or another appropriate resolution.

Money Back Guarantee

We want you to be completely satisfied with your new lenses.

If you are unhappy with your purchase, please contact us within 30 days of placing your order so that we have the opportunity to investigate and resolve the issue.

Every request is considered individually. Where lenses have been manufactured correctly but we agree a refund as a gesture of goodwill, we reserve the right to retain up to 30% of the purchase price to reflect the cost of manufacturing bespoke prescription lenses that cannot be reused or resold.

This professional reglazing service is intended to provide expertly manufactured prescription lenses. It should not be regarded as a means of trialling multiple prescriptions, lens designs or lens types without obligation.

Where possible, and if requested, we will reinstate your original lenses into your frames before returning them.

Carriage, postage and insurance charges are non-refundable unless required by law.

Returning Your Glasses

If you need to return your glasses, please contact us first so we can advise you of the best course of action.

Please ensure your glasses are packaged securely. Any damage caused during return transit or damage unrelated to the original issue may affect the remedy we are able to offer.

Your Consumer Rights

Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

Where goods are faulty, not as described or not manufactured in accordance with the prescription or specification supplied, you remain entitled to the remedies available to you under UK consumer law.