Delivery & Returns - Shopify

We Ship Worldwide

If your order is received before 3pm BST [Monday to Friday], we aim to dispatch on the same day.

Please allow an extra 2 - 7 working days for prescription lens orders. This depends on the lens type. Standard lenses can be fitted and dispatched very quickly whilst more specialised lenses are custom items and may have a few days to arrive from lens manufacturer.

If your item showed 'pre-order' or '6-10 days' then please add an additional 6-10 working days to the expected dispatch date.

United Kingdom Shipping

We offer a range of delivery options at checkout from Next Day Special Delivery before 1PM, DPD Next Day and Royal Mail Tracked.

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 Service
Estimated Delivery Time
Price
Royal Mail Tracked 48®
48 Hours
£3.95
Royal Mail Tracked 24®
24 Hours
£4.95
DPD Door 2 Door - Next Day
1 Working Day [1 Hour Time Slot]
£5.95
Royal Mail Special Delivery by 1PM®
Guaranteed by 1PM Next Working Day
£7.95

International Shipping

We offer a range of delivery options at checkout, including International Royal Mail Tracked Delivery or Premium FedEx.

The shipping times below are an indication of average duration and may be subject to delays outwith our control.

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Service
Estimated Delivery Time
Price
AUSTRALIA
DHL Express
2 to 4 Working Days
$45.00 AUD
DPD / FastWay
5 to 10 Working Days
$59.00 AUD
Royal Mail Signed For International + AusPost ( Limited tracking available)
8 to 14 Working Days

$29.00 AUD

CANADA
FedEx Premium
2 to 5 Working Days
$32.90 CAD
DPD Air
7 to 10 Working Days
$19.90 CAD
CHINA
DHL
3 to 5 Working Days
¥218.00 CNY
EUROPE
FedEx Premium
1 to 4 Working Days
From €15.50
HONG KONG
DHL Express
2 to 4 Working Days
257 HK$
Royal Mail
7 to 14 Working Days
175 HK$
Fedex Express
2 to 5 Working Days
307 HK$
JAPAN
DHL Express
2 to 4 Working Days
¥4000
Royal Mail
7 to 14 Working Days
¥2700
Fedex Express
2 to 5 Working Days
¥4700
NEW ZEALAND
DHL Express
4 to 6 Working Days
$69.50NZ
Royal Mail
7 to 14 Working Days
$30.00NZ
UNITED STATES
DHL Express
1 to 3 Working Days
$25.90 USD
UNITED ARAB EMIRATES
FedEx International Priority
3 to 5 Working Days
390.00 AED
Royal Mail / Aramex
7 to 14 Working Days
130.50 AED

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.

Delivery Questions

I missed the 3pm cut off but really need my order as soon as possible, what can I do?

Please contact us on live chat, email or phone as soon as possible with your name, email address and order number if you have missed the 3pm BST [Monday to Friday] cut off time. Our team will try their best to accommodate you and dispatch on the same day.

However, we cannot change the dispatch time of your 'pre-order' or '6-10 days' order. If this order does arrive earlier than expected, we will contact you via email.

Will I receive a tracking number?

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.

Will I be charged Import Fees or Customs Duties?

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, Bulgaria, Gibraltar, Greece, Greenland, Iceland, Portugal, Slovenia, Faroe Islands, Montenegro or Turkey 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.

Does my delivery require a signature?

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.

Can I get my eyewear delivered to a safe place?

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.

Returns

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 hello@pretavoir.co.uk with your name, order number and reason for return.

You are responsible for covering the cost of your return. However, if you have purchased your eyewear with PayPal, then you can claim back the value of your return shipping up to the value of £15. This is available worldwide when you pay with PayPal. All you have to do is follow this link: https://www.paypal.com/uk/webapps/mpp/refunded-returns.
Please note that we are unable to administer or provide assistance with the Paypal Return Refund process.

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, tags and associated paperwork. Please do not remove the tag attached to your sunglass frame until you are certain you wish to keep the model - if this is removed, your return will not be accepted. 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, tags and paperwork 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. If you are planning to claim your shipping cost back with PayPal you will need this proof of postage to complete your refund request.

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.

United Kingdom Returns

If you are based in the UK, we can offer a subsidised return through the Royal Mail for £3.50. To take advantage of this, simply email us asking for the subsidised return form and we will be able to email it to you.

International Returns

If you are based outside the UK, please send your parcel using a tracked service. Normally domestic mail companies offer the best rates but some couriers are also competitive so its best to check your options. Again please make sure you get a tracked service and retain the tracking number for your own records.

Returns Questions

How long do I have to return?

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.

Can I exchange my eyewear?

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.

How do I get free return shipping?

You must complete your check out using PayPal as opposed to other payment methods such as Credit or Debit Card, Apple Pay or Amazon.

If you have purchased your eyewear with PayPal, then you can claim back the value of your return shipping up to the value of £15.

This is available worldwide when you pay with PayPal. All you have to do is follow this link: https://www.paypal.com/uk/webapps/mpp/refunded-returns. Please read the terms & conditions in full before accepting.

Simply follow our return process as outlined above, make sure to keep a copy of the return shipping receipt [you can ask for this when shipping your item along with your tracking number], then submit a shipping refund request in PayPal [from your own personal PayPal account]. PayPal will ask you to submit a shipping return request form with proof of the return within 30 days of sending your eyewear back to us. PayPal will then approve your request and refund up to the value of £15 within 10 business days.

Can I return prescription lenses?

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.

I received free lenses but no longer want the frame, how will I be refunded?

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.

I received the incorrect item, what should I do?

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 hello@pretavoir.co.uk with your order number/name in the subject of the email and we will have someone contact you regarding this.

My item arrived but is damaged, what should I do?

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, we ask that you refuse to take the package from courier or that you open the package while they are still there so that you can inspect the goods. Please take images of the box and frame immediately and 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 hello@pretavoir.co.uk, our UK telephone number is 0333 272 2436 and our International number is 00 0333 272 2436.

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