Delivery & Returns

We work hard to dispatch all orders as soon as possible. If you’ve provided all the required information, your new glasses should arrive within 3–5 business days from the date of order.

We primarily use Royal Mail as our courier. However, in some cases, we may use another courier to ensure faster delivery.

Need urgent replacement glasses? Use our Contact Us form and we’ll do our best to help-we're always happy to accommodate where possible!

Returns
You may return an item for exchange or refund if you’re unhappy with it for any reason. The following conditions must be met:

– The item is in the same condition as when you received it
– You include all accessories such as cases, cloths and any promotional/free items
– The item is not an exchanged  or replacement item
– The item is not personalised (non-refundable and non-exchangeable)
– Returns must be initiated and returned within 14 days of delivery. Any items received after this period may be refused.

Goods being returned remain your responsibility until received by Sapphire Optics. We recommend using a signed-for postal service, as we cannot take responsibility for packages lost in transit.
Returns are usually processed within 3–5 working days of receipt.

Prescription Lens Processing Times
Please note: Special order lenses (including varifocal, bifocal, Transitions®, etc.) may take up to 14 working days to be dispatched.

Reglaze Returns
If you request a refund for lenses reglazed into your own frame:
– Return the frame with the newly glazed lenses
– Include your original lenses (sent back to you during the reglaze)

We’ll remove the new lenses, reinstall the originals, and return your frame to you.
A £5.95 fee will be deducted to cover return postage.
The new lenses will be retained by us.