Sunglasses FAQ

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. 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

2. What is your exchange/refund policy?

If a product is unwanted it can be returned to us for an exchange/refund within 1 week. We must be notified by email: The unworn product must be in its original condition and should have any attachments still on the goods and be in their original packaging if applicable. We ask all customers to include a letter containing the following information:

• Name
• Order number
• WorldPay transaction ID
• Date of purchase
• Reason for return

If the product is faulty then we ask customers to include a letter including the same information. As stated in the terms and conditions if a product is faulty we must be informed within two hours of signing for the product. All faulty products received are independently tested and if deemed to be truly faulty a refund or exchange will be given.

The return address is:

Returns dept. 374 Victoria Avenue Southend on Sea Essex SS2 6NA UK

Any product being returned should be sent via recorded mail as we cannot be held responsible for any loss in the post.

3. How do I know if the goods I order are in stock?

Almost all sunglasses are currently 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. If your order is urgent, then an email can be sent to to check stock is available.

4. Where is my order?

All UK orders are sent via 1st class Royal Mail recorded delivery and require a signature. A majority of orders are delivered within 3 working days but can take up to two weeks. 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 contact

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 email to inform them of the delay.

5. Why have I received an email from the ‘Affordable Group’ 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.

6. 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 https://support.worldpay.com/shopper

7. 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. Also when ordering by cheque or postal order please remember to add postage and handling to the total: £3 for the UK, £5 for Europe and £6 for the rest of the world. We will only accept payment in GB Pound Sterling.

8. 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

9. 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 email