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If you are contacting the Sunglasses Shop, please ensure you include, if you have these details, your order ID, WorldPay transaction ID and order date 1. Are your sunglasses genuine?Sunglasses Shop is an authorised dealer for every brand of sunglasses and clothing we sell. All items are sold with a full warranty, typically one year for sunglasses. All designer sunglasses are sent with their original case and any warranty cards and information. It is exactly the same product you will find in our shop, or any luxury boutique or department store. 2. Why can’t I place an order online?If you are having problems placing an order online and/or are finding that your basket keeps emptying try visiting www.sunglasses-shop.co.uk/cookie as it is possible that you do not have temporary cookies turned on which are necessary to place an order. If you are automatically redirected to the home page then session cookies are turned on, otherwise you will be redirected to an appropriate help page. If you still have problems then please email us. 3. What is your exchange/refund policy?Visit our returns policy page. 4. How do I know if the goods I order are in stock?All sunglasses online, unless stated are in stock. On the rare occasion the goods are temporarily out of stock a back order will be placed with our suppliers which will take a maximum of 10 days. If the goods are still unavailable you will be notified by email where an exchange or refund will be offered. Occasionally we will double sell an item. If this happens we will notify the customer as soon as we find out to offer an alternative or advise how long the replacement will take. 5. Where is my order?All UK orders are sent via 1st class Royal Mail, recorded or special delivery and require a signature. A majority of orders are delivered within 1 working day. If there is no one available to sign for your order, Royal Mail will leave a notification card and your order will be taken to your local post office where it will be available for collection. Orders are only classified as missing in the post 15 days after posting. If 15 days or more have passed and your order has not been received, please track your order here. International orders are sent via Royal Mail International Delivery and are usually delivered within a week but can take up to 28 days due to delays at customs. All orders require a signature. If 28 days or more have passed and your order has not been received, please contact us to inform them of the delay. 6. Why have I received an email asking for certain details?Occasionally we have to make further checks on orders, especially when an incorrect address is entered as the registered card address or when the correct card issuing country is not selected (this applies to International orders as UK is automatically selected and must be changed). This does not mean there is anything wrong with your order and/or your credit/debit card; however they are designed to protect against fraud. To prevent these further checks, please ensure that when placing an order the delivery address is entered on the Sunglasses-shop page and the registered card holder’s (billing) address is entered accurately when directed to WorldPay for payment. 7. Is payment secure?Yes, all online payments are taken through WorldPay. “Security is probably one of the most significant concerns for both the shopper and the retailer during an online transaction. In reality an online transaction is probably more secure than a card transaction in a shop or conducted over the telephone or by fax, as the information transmitted online is highly encrypted using complicated logarithm combinations. The WorldPay payment system uses a combination of both established and innovative techniques to ensure the security and integrity of all sensitive data. Furthermore, our public web servers are certified by Thawte, a public Certificate Authority, ensuring that both the shopper and retailer can have confidence that nobody can impersonate WorldPay to obtain confidential information.” For more information please visit World Pay Other methods to pay. PayPal, Cheque or direct in to our international bank account. 8. Do I have to pay for my order online?No, you don’t have to pay online although this is the option preferred by most; you can place your order over the phone or by cheque or postal order. To order by cheque or postal order please note down the sunglasses you wish to order and include this information in an accompanying letter. Don’t forget to include your delivery address, contact telephone number and email address. 9. How do I estimate the cost in a different currency?If you are uncertain how much your order will cost in a different currency then you can convert the currency at http://www.xe.com/ucc 10. How can I contact Sunglasses-shop?If for any other reason you need to contact Sunglasses-shop and/or your query hasn’t been answered please contact us. 11. What are your terms and conditions?Before placing an order with us you must agree to our terms and conditions. Our complete list of terms and conditions can be found here. |
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