If your order is received before 4PM BST [Monday to Friday], we aim to dispatch on the same day.
If your item showed 'pre-order' or '6-10 days' then please add an additional 6-10 working days to the expected dispatch date.
If we're unable to automatically offer you a price for delivery, please get in touch and we'll confirm delivery options available to you directly.
Yes, when we dispatch your order you will receive a tracking number relevant to the shipping method you have chosen to the email address provided at the point of purchase. Please allow a few hours after your email arrives in your inbox before you check the progress online.
All orders are shipped from our offices in Scotland. If you are based in the United Kingdom or Europe you should not be faced with any customs charges. All of our prices are inclusive of duty for customers within UK & EU, and Duty Free for all other countries.
The price at checkout for UK & EU customers is the fully landed cost, however if you are based in Albania, Azerbaijan, Belarus, Gibraltar, Greece, Greenland, Iceland, Portugal, Slovenia, Faroe Islands or Montenegro you may still face additional fees. We recommend that you check your local import tax and duties so that you are aware if there will be anything further to pay upon delivery.
If you are in the United States we also cover your duties and taxes and you will have nothing further to pay.
If you are out with the UK, EU & US then you are responsible for any import duty/tax/custom charges that may be applied to an import. This is may be in addition to shipping charges. Please check local charges before placing an order. We are unable to refund extra charges that you may incur.
Yes. Everything that we send will require a signature upon delivery. Please bare this in mind when ordering your eyewear.
The delivery box will not fit through your letter box therefore someone will need to be at your chosen shipping address to accept and sign for the package.
We do not recommend that you arrange a 'safe place' with your postal service or courier company. It is much safer to arrange a delivery for a day that you're definitely at your chosen shipping address [please remember our packages will not fit through your letter box and a signature is required for delivery].
If however you do request a 'safe place' delivery then this is at your own risk. Please ensure you have chosen a safe and secure location. In the instance of any loss, theft, or damage, you will not be covered by insurance or other recourse by Pretavoir. Any loss will be your responsibility and you may make a personal claim to your insurance service or selected delivery company.
If you decide you would like to return your order, please let us know as soon as possible after you receive them. You can do this by emailing us at firstname.lastname@example.org with your name, order number and reason for return.
You are responsible for covering the cost of your return.
Once you receive your order, you have 14 days to advise us if you wish to return it and then a further 14 days from there get them to us. All returns must be received in excellent unworn condition, cleaned and unmarked, with all cases and associated paperwork. Please repack the eyewear you're returning carefully inside the case and box, the same way you received it.
Our returns address is:
Pretavoir, 153 Howard St, Glasgow, G1 4HF, United Kingdom.
When you return the order please include either the original order paperwork in the parcel or write a simple note with your name, contact details, order number and confirm the reason for return [e.g. does not suit, wrong size, require lenses]. That will make the processing of your return faster once we receive it.
You can use the Pretavoir box for the return - it is sturdy and will protect the glasses.
Please ensure that products are returned unworn and with all accessories supplied.
Please make sure you send them with a tracked service and that you keep a note of the return tracking number for your own records. To check if we have received the return, you can check this tracking number on the relevant couriers website.
Once received, we normally process returns as quickly as possible but it can take up to 5 working days. We will email you directly to advise your return has been received and processed.
We accept returns within 14 days of receiving your items.
All we ask is that you email us so we know you're returning within 14 days of receiving your item.
We do not offer exchanges.
If you're looking to try-on your frame before settling on your purchase, we ask that you order no more than 1-3 frames to try at home. You can then return the frames for a full refund [please ensure that products are returned unworn and with all accessories supplied].
After trying your frames, if you're looking to have optical lenses fitted, we can fit these to your chosen eyewear. We will then send your eyewear back to your address fully fitted with prescriptions lenses with any requested coatings. You will only be charged for the pair you have decided to keep, and we will refund your returned items.
For items with prescription lenses, we cannot refund the cost of lenses once ordered, as this is a customised item.
If you are unsure if a frame is the correct size please consider ordering frame only and then return to have lenses fitted once you are sure that they fit you well.
For frames which include free lenses, we will refund the entire cost of the frame (i.e. the cost you paid) for the first return, subsequent returns will be refunded minus £20.
All our stock is quality checked at the time of packing, our team will double check your eyewear against your invoice to ensure you're receiving the correct item. In the unlikely event that you receive an incorrect item, please send an email to email@example.com with your order number/name in the subject of the email and we will have someone contact you regarding this.
We always pack your eyewear in a durable cardboard box, wrap your glasses or sunglasses box in tissue paper before packing it into a sealed envelope. If your package arrives damaged, please take images of the box and frame immediately then email or team with your full name, email and order number.
If your order is not as described we can help you resolve it as quickly as possible. Our email address is firstname.lastname@example.org, our UK telephone number is 0141 552 5065 and our International number is 00 44 141 552 5065.