General
Why shop at Eye Respect.com?
Eye Respect is both a distributor and retailer . We sell to Opticians, Fashion Boutiques, Life Style stores as well as the public, so we know eye wear. We have distribution exclusivity for most of our products, so you always have access to the full range of all our brands available on our site, which most retailers don’t have. We work directly with the factory so any bespoke requirements you have, we can discuss directly with the factory.
Are your products genuine?
YES, all our products are 100% genuine, we work directly with the product manufacturers.
Do you have a showroom?
Yes, we do have a showroom in Paris, France. However they only hold a limited selection of our products and are only open to retailer customers by appointment. At this time the only location where all our brands and products are available is online at www.eyerespect.com
Can you price match from other websites or stores?
No, our prices are fixed in terms of our agreements with the product manufacturers.
Shopping
Can I place an order over the phone?
Unfortunately at the moment, we only accept orders via email or via our on-line retail store.
Can I change or add items to my order after it is completed?
Yes no problem, provided it hasn’t already been shipped. To change an item after completing an order, please contact our Customer Services Team by email – info@eyerespect.com and we will amend it for you. To add an item, it is best to place a further order and then email our Customer Services Team to let them know. For orders requiring postage costs we can refund the price of the postage of the 2nd order and send both orders out together if the first order has not already been shipped.
The item I saw was on sale yesterday but now it’s not. Can I get them at the sale price?
Unfortunately not, the price that is showing on the website is the valid price. We cannot offer an item at the sale price once it has come off sale.
Where is the warranty information on your website?
All products purchased from Eye Respect carry the full manufacturers warranty unless sold as a “no warranty” item. In special circumstance, in the extremely unlikely event the manufacturer is no longer in business, Eye Respect will review your warranty claim and at our discretion help to provide a solution. All warranty claims may only be made by the purchaser reflected on our records. Please email our Customer Service Team – info@eyerespect.com regarding any warranty questions.
Will I be charged customs and import charges?
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.
Delivery
How will my order be delivered?
Eye Respect delivers all goods via Royal Mail using recorded and signed for deliveries. Refer to our Delivery and Shipping page for more details. If you wish to track your order, you can email our Customer Service Team – info@eyerespect.com quoting your order number, our staff will be happy to check the progress of your parcel.
What happens if I am not home when my package is delivered?
Royal Mail and our couriers will leave a card explaining where your package is and also provide the package tracking number and contact details to arrange collection.
My order has not arrived, where is it?
Very few orders should be delayed but the most common delays we note are
1. An attempted delivery has been made but no-one was in (a card should always be left by the courier to notify you of this)
2. Bank holiday, a strike action or bad weather have created delays.
Can we collect items or drop them back to the Eye Respect UK office for returns?
Unfortunately customers cannot collect or return items directly to any of the Eye Respect offices at this time. Please return the item via recorded post using the Returns Policy procedures to:
Eye Respect
67 Park Road
Hampton Hill
London
TW12 1HU
Checkout
Why is my country not on your delivery list?
Unfortunately at this time we may not deliver to your country, however if you contact our Customer Services Team – info@eyerespect.com they may be able to provide a suitable shipping method for you at a price you’re happy with.
Will I be charged customs and import charges?
For regions outside of the European Union any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and vary from country to country. Unfortunately, we have no control over these charges, and cannot tell you what the exact cost will be (if there is any). There are no customs or import duties within the EU as we ship from the UK.
Payment
When will my card be charged for payment?
Monies will be taken from your bank account when items are dispatched from our warehouse, not when you place the order online.
Why was my order cancelled or declined?
We will always try to contact you if an order has to be cancelled. This could be due to :
1) You entered address details/card details incorrectly.
2) You moved recently and have not amended your address details linked to your bank card
3) We currently have not stock available which you ordered.
Is payment secure?
Yes, all online payments are taken through Barclays ePDQ or Paypay service, both of which are widely used and offer buyer protection on all transactions.
Do I have to pay for my order online?
All orders must be paid for online via Barclays ePDQ or Paypal. We also accept bank transfers but you need to contact our Customer Services Team for bank details on info@eyerespect.com.
Can you price match from other websites or stores?
No, our prices are fixed in terms of our agreements with the product manufacturers.
Returns
Do I have to pay for returning my goods if I would like an exchange or refund?
Yes, if you are returning goods for an exchange or refund you will need to cover the postal costs back to Eye Respect using recorded delivery to ensure you can track that your package has arrived at our warehouse. We will then refund you once the goods have arrived at our warehouse in the same condition as when we shipped them.
If you have received an item that is faulty or received incorrectly, please contact our Customer Services Team by email – info@eyerespect.com. We can then arrange collection or arrange suitable advice regarding your return for our cost. To speed up any faulty returns for orders, if possible, please provide Eye Respect with pictures of the damage.
Can I return or exchange sunglasses and optical frames that have been fitted with bespoke prescription lenses?
Unfortunately not, as they have been custom made specifically for you. We have spent time and costs to make them unique just for you, so we can’t sell them if you return them, so unfortunately we can’t accept them for an exchange or refund.
Can I return or exchange sunglasses and optical frames that have been fitted with bespoke prescription lenses which were damaged when they were delivered or not what I ordered?
If the goods we deliver are damaged or not what was ordered they will be replaced with the original ordered sunglasses and/or optical frames fitted with the original ordered bespoke/customised prescription lenses.
Can we collect items or drop them back to the Warehouse for returns?
Unfortunately customers cannot collect or return items directly to the Eye Respect warehouse or offices at this time. Please return the item via post using the Returns Policy page procedures. For any queries please email our Customer Services Team – info@eyerespect.com.
How long does it take to process my refund?
All refunds should take no more than 5 working days from when your item(s) arrives back to Eye Respect. Please allow for a further 5 days for the refund to show up in your bank account as this will vary.
How long does it take to process my exchange?
All exchanges should take no more than 5 working days from when your item(s) arrives back to Eye Respect. We will then post the exchange(s) back out to you which will take 3-10 days to deliver depending on your country – see Delivery & Shipping for delivery timeframes. This process will be dependent on the time of year. If you need an exchange quickly, we recommend placing a new order for the product online, so it’s shipped immediately, and then requesting a refund for the item being sent back.
What do I do if I have received a faulty product or the wrong item?
If you have received an item that is faulty or received incorrectly, please contact our Customer Services Team by email – info@eyerespect.com. We can then either arrange collection or arrange suitable advice regarding your return for our cost. To speed up any faulty returns for orders, if possible, please provide Eye Respect with pictures of the damage – info@eyerespect.com
I have sent my items to Eye Respect but you do not appear to have received them, how do I make a claim?
The first thing to do is check that your item has been delivered to us and signed for (we recommend using Royal Mail Signed For Service to be sure of delivery, you can track your parcel at http://track.royalmail.com). If it hasn’t and appears to still be making its way back to Eye Respect we suggest you wait 15 days. This is how we are advised by Royal Mail. From here, please contact Royal Mail or the courier you used and they will take you through making a claim.
Careers
If you are interested in a career at Eye Respect, contact our General Enquiries Team – info@eyerespect.com