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Common Questions about Reading Glasses Direct
Make a Payment
Q: HOW DO I KNOW MY PAYMENT INFORMATION IS SAFE?
Security is Paramount at Reading Glasses Direct. The Reading Glasses Direct website has its own encryption software to ensure your information is always safe. The Reading Glasses Direct website is also secured by Rapid SSL which means your information is always secured with 128 bit encryption. Rapid SSL is the worlds leading Security Certificate provider. All payment partners are also secured with 128 bit encryption to further ensure that shopping at Reading Glasses Direct online is just as safe as shopping in a high street store.
Q: WHAT PAYMENT METHOD DO YOU ACCEPT?
We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro, Switch and Solo.
Q: HOW CAN I REDEEM MY READING GLASSES DIRECT COUPON CODE?
You may find or be given the opportunity to use one of our discount coupon codes from time to time. This can be used during the checkout process to receive the discount offer. Just enter the coupon code you have been issued within a promotion during checkout.
Q: CAN I USE DIFFERENT CURRIENCIES TO MAKE A PAYMENT?
Our website displays prices in Pounds Sterling only, but if you are using a Euro credit or Debit card, then you can pay with these cards and your card provider will arrange the currency conversion at the current rate on that day.
Q: WHEN IS THE PAYMENT TAKEN FROM MY CARD/ACCOUNT?
Payment is taken at the time of the transaction for all card payments.
Q: WHY WILL MY CARD PAYMENT NOT GO THROUGH?
We do apologise as this can be quite frustrating and we are not always able to provide answers, as the card payment process involves our processing systems and the banks clearing systems. As best practise, we will encourage customers to ensure all information is entered correctly and exactly the way it appears on your statements/cards. If you still experience problems, try another payment card. You may also contact Customer Service on +44 (0) 20 8446 1581 to complete your order.
My Order
Q: HOW DO I CHANGE OR CANCEL MY ORDER?
Changing or cancelling your order depends on the status of your order. If it has been dispatched then you will have to return the item(s) once you have received them. However if the order has not been dispatched you can email us with your amendments/cancellation. We cannot guarantee that your order will be changed but we will do our best. If your order cannot be changed then we will notify you. Please ensure any requests are emailed to Customer Service, clearly stating the changes required or if the order is to be cancelled.
Q: HAVE YOU DISPATCHED MY ORDER?
An email will be sent to you once your order has been dispatched. If you don’t receive your order in the designated delivery period, please contact Customer Service stating your order/invoice number and name. We will then look into this for you and get back to you with information regarding your order.
Q: PART OF MY ORDER IS MISSING, WHAT SHOULD I DO?
Firstly, please check your invoice to ensure the item(s) are not arriving separately. If your invoice does state the item should be enclosed with your order, please contact Customer Service, alternatively phone +44 (0) 20 8446 1581, stating your order number, name, product code/description, size and quantity of the item(s) that are missing.
We usually send the item out but if we are unable to we will contact you to exchange the item or refund the item not received.
Q: THERE IS A MISTAKE WITH MY ORDER
We do apologise for any mistakes with your order. Please contact Customer Service, alternatively phone +44 (0) 20 8446 1581, stating your order/invoice number, name and the mistake with your order. We will then advise you of the next step.
Delivery Information
Q: CAN I TRACK MY ORDER?
Unfortunately it is not currently possible to track your order, but we are working to have this feature added.
Q: CAN I HAVE MY ORDER DELIVERED TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?
Yes, you can have your order delivered to another address, such as work or a family/friend’s address. You can enter the shipping address at the checkout stage.
Q: CAN I HAVE MY ORDER LEFT IN A PLACE AS INSTRUCTED BY ME?
We can ask our delivering partners to leave your order in a place as instructed by you. Sometimes this is not always possible but we will do our best to fulfil your requirements. PLEASE NOTE orders left as instructed by you are at your own risk and we will not be liable to compensate orders that are damaged or lost.
Q: ARE THERE ANY AREAS IN THE U.K THAT YOU DO NOT DELIVER TO?
We deliver to all of mainland U.K, including the Highlands & Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. Unfortunately, we do not ship to PO Box addresses.
Q: DO I GET CHARGED CUSTOM OR IMPORT CHARGES?
Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order.
Q: DO I NEED TO SIGN ON DELIVERY?
At present only our overseas deliveries require a signature.
Once you have reached the Shipping page you will be able to select either of the following delivery options:
| Country | Delivery type | Delivered in | Cost |
|---|---|---|---|
| UK | Royal Mail Standard | 2-4 working days | Depends on the weight Calculated on delivery/billing details page. |
| International | Signed for | 10-14 working days | Depends on the weight Calculated on delivery/billing details page. |
A more detailed description of each service is available below.
Q: DO YOU OFFER ANY INTERNATIONAL SERVICE?
At the moment we deliver to most international countries. This is calculated using the quantities of products of the order on the delivery/shipping page of the checkout process.
International signed for delivery will ensure you receive the goods within 10-14 working days. The cost of international shipping is £12 for the first item and rising thereafter according to the total weight.
Q: WHAT IS A WORKING DAY?
A working day is referred to as Monday to Friday. Saturday, Sunday and Bank Holidays are not classed as working days.
Refunds & Returns
Q: HOW DO I RETURN AN ITEM BY POST?
1.1 If you are not completely satisfied with the purchase you have made you can return the item or items to us within 14 days from receipt. You will be responsible for the cost of the return. The items must be in an unused condition. We will offer a full refund on receipt. We are sorry but we cannot offer a refund on the postage. The item or items can also be exchanged for a different colour or size if preferred.
Website Returns
Reading Glasses Direct
4a Sussex Ring
Finchley,
London, N12 7HY
2.1 If you receive a faulty or damaged item and you want to return by post you must email us at INFO@READING-GLASSES-DIRECT.CO.UK, stating the order number and the reasons for wanting to return the item. You also need to advise us on whether you require a refund or an exchange. On receipt of the email we will analyse the case and if appropriate ask you to return the item to us.
2.2 If you receive a wrong item you must email us at INFO@READING-GLASSES-DIRECT.CO.UK stating the order number and the reasons for wanting to return the item. You must also advise us on whether you require a refund or an exchange. On receipt of the email we will advise you on the next step.
3. Costs to return goods to us by post will only be refunded if you have received a wrong, damaged or faulty item. In any other case you will be responsible for making sure the item or items reach us safely and you will be responsible for the costs of posting.
4.1 To ensure that goods are received by us safely you must:-
4.1.1 wrap the item or items adequately and make sure they are sealed;
4.1.2 ensure that the correct Reading Glasses Direct Head office address is clearly marked on the package;
4.2.3 ensure that you get a certificate of posting from the Post Office as proof of postage. The certificate of posting is a free service available at all Post Offices.
Q: HOW DO I EXCHANGE FOR A DIFFERENT ITEM?
You can exchange an item by post.
Q: DO I HAVE TO PAY FOR RETURNING THE ITEM?
The customer is responsible for the cost of returning goods back to us unless the item(s) received were faulty or the wrong order was sent. Please see the for more information.
Q: WHEN WILL YOU REFUND MY MONEY?
We will refund your money as soon as we can but please allow at least 3 working days after we receive your returned Item(s). You will receive an email confirming the refund and the original order value with the refunded amount. After you receive the refund confirmation email please allow for at least 5 working days for the money to be placed back into your account. Your card issuer or bank is responsible for crediting your account therefore we do not have any control over the described timeframe. If your card has expired or has been declined we will arrange for another method of payment.
Q: HAVE YOU RECEIVED MY RETURN?
Once your returned order has been processed by our warehouse team, we will email to let you know.
Please allow up to 10 working days for your item to be delivered back to us. If you do not receive an email from us within this time, please contact Customer Service and we will look into this for you.
Q: I HAVE RECEIVED MY REFUND BUT YOU HAVE NOT REFUNDED THE DELIVERY CHARGE, WHY IS THAT?
Unfortunately, we do not refund the delivery charge unless the full order was received faulty or you have cancelled your order.
General
Q: CAN I RECIEVE MORE INFORMATION ON PRODUCTS?
We aim to provide you with as much information on the website as we can. However if you require more information on a product you can email us and we will do our best to assist you although we cannot make any guarantees.
Q: HOW DO I MAKE AN ORDER?
To make an order you can browse through our online shop and select the item you wish to purchase. You then add the item to your basket. To complete the order go to the checkout area where you can pay for the item. If you are a registered user you can go straight to the payment section, however if you are a new user then you must register. After registration you will be taken back to the payment section where you can use your credit or debit card to complete the order. You can also purchase without registering by using the fast track option.
Q: WHAT SERVICES DO READING GLASSES DIRECT OFFER?
Reading Glasses Direct is a leading online retailer of men’s and womens designer reading glasses. We aim to provide men and women with the latest styles and the funkiest trends.
Q: DO YOU HAVE HIGH STREET SHOPS?
Unfortunately with the cost of rent on the high street, we do not currently have any retail outlets.
Q: WHERE ARE YOU BASED?
We are based in London, England. For contact details please see our Contact Us page.
Q: HOW DO I KNOW WHICH MAGNIFICATION I NEED FOR MY EYES?
Answer: Print out the ‘eye chart’ with your printer with no scaling set (so that it is printed out at the true size’). Without glasses read the chart from a distance of approximately 15” (40cm). Read down the chart until you reach a line that you cannot read clearly, the number on the right is the lens strength you require. When you receive the glasses you have selected with the lens strength you require to ensure that they help you to read the bottom line of the chart more clearly.
DIDN'T FIND THE ANSWER YOU NEEDED?
At Reading Glasses Direct we always strive to help, if you have any questions you would like answered please fill out our contact form and someone from our staff will get back to you as soon as possible.
