Love My Frames

Q. How long will my glasses take to come?
A. Once we have received your order, our technicians usually take five (5) days to complete a prescription, then on completion, your order will be sent out immediately via Royal Mail Special Delivery within the UK. This service offers a guaranteed one (1) day delivery service except on items sent out on Fridays or Saturdays.
For European and international customers, we ship via Royal Mail International Signed For, which in the case of most European destinations will take approximately five (5) working days to arrive, and for international customers, approximately ten (10) working days.
If you are purchasing sunglasses where no prescription is necessary, the order is processed immediately and is sent out within two (2) working days.

Q. What if I don't like my glasses?
A. You can return your glasses for a refund or exchange within fourteen (14) days. We will refund the whole cost of the frame to you, but will not refund the cost of any prescription that has been added to the order or the cost of postage and packaging.
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Q. What if the glasses do not fit properly?
A. Minor frame adjustments can be carried out at any local high street opticians; however there may be a small charge for this service.
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Q. What if I cannot see well with the glasses?
A. Before dispatching your glasses to you we will have checked that the lenses are exact to the specifications on your prescription. However, in the case of any problem with your lenses please contact us at info@lovemyframes.com, quoting your unique order reference number and we will contact you immediately.
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Q. What if the frames or sunglasses I have chosen are out of stock?
A. If the frames are out of stock, we will contact you to find out what you would like to do. You may like to continue with your order and wait for the frames to become available, or you may like to choose another colour or style, or you may choose to have a refund.
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Q. What is your guarantee policy?
A. We guarantee to make your glasses to the specifications provided by you. All of our frames and lenses are covered by a two-year manufacturers warranty against manufacturing defects.
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Q. Can I get a refund?
A. Yes.
You may cancel your order at any time within seven (7) working days starting the day after delivery. We would please ask you to contact us via email at info@lovemyframes.com or telephone us on +44 (0) 845 300 4566, remembering to quote your unique order reference number.
We would then ask that you return your cancelled order to us, preferably in its original packaging, with a copy of the original invoice.
We will refund you in full, less the cost of postage and packaging (unless the return was due to a manufacturing defect), within thirty (30) days of your cancellation request.
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Q. How will my order arrive?
A. For UK customers, your order will arrive via Royal Mail Special Delivery. For European and International customers, your order will be shipped via Royal Mail International Signed For delivery.
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Q. I have seen some frames in my opticians that I like, would you be able to get them for me?
A. We can only order frames that come from our own distributors and we will inform you immediately if we cannot order a frame for you.
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Q. Why are your prices lower than my local optician?
A. Our prices are lower because we do not have to finance expensive high-street properties and sight test equipment.
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Q. What is your email response time?
A. We will endeavour to answer every question within 48 hours.

Q.Lens Thickness:
A. Our lens options are as follows 
Standard CR39 – Free
Our standard optical plastic lenses.
Polycarbonate - £45
Polycarbonate lenses advantages include:

• Twelve times more impact-resistant than regular standard plastic lenses
• Virtually shatterproof
• Highly recommended for children, active adults, and anyone with special safety requirements
• Recommended for rimless glasses

Scratch resistant coating included free saving you £10.00

1.6 Thin Lens -£55
Thin high refractive index (1.6) lenses:

• Do not look "thick"
• Do not magnify or 'minify' your eyes when seen by others
• Feel lighter, especially on your nose
• Recommended for prescriptions with sphere (SPH) values greater than ±2.75 for either eye

Scratch resistant coating included free saving you £10.00

1.67 Thinner Lens - £65
Thinner higher refractive index (1.67) lenses are:

• Up to 55% thinner than regular standard plastic lenses
• Recommended for prescriptions with sphere (SPH) values greater than ±4.00 for either eye
• More cosmetically attractive and much lighter than regular lenses

Scratch resistant and anti-reflective coatings included free saving you £30.00

i. Competitions/Discount codes
Valid discount codes should be entered at the checkout page to redeem offer. Only 1 offer valid at every order.

i. 100% Satisfaction Guaranteed
We want you to be 100% fully and completely satisfied when you do business with us. Whether you are a first-time customer, or a loyal long-time customer, we want you to order from us in confidence. If for any reason you are unhappy with your on-line purchase, simply return the goods to us and we will process the return.
See our Returns and Refunds Policy
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ii. 100% Authentic Eyewear
Lovemyframes.com sells only brand new, 100% authentic eyewear. All frames and sunglasses are supplied in their original packaging with related accessories: case, cleaning cloth, etc.
Lovemyframes.com does NOT sell used, refurbished or replica products.
All our eyewear is sourced directly from authorised and legitimate distribution firms.
iii. Price Guarantee
If you find identical frames or sunglasses with another authorised UK website at a lower price than you have seen on our site, we will match or refund the difference within 7 days of ordering. Please email info@lovemyframes.com for more information.

4. Orders

i. Ordering Eyeglasses
Choose your new frame in the lovemyframes.com catalogue and follow the simple step-by-step ordering procedure.
Prescriptions can easily be entered into the site, or you may wish to scan and email your original prescription to us at info@lovemyframes.com. Please make sure that you include your unique order reference number on your prescription. Our technicians always double-check the numbers you have entered in your order and we will contact you if we feel there are any discrepancies that need checking before going ahead and fitting your prescription.
Ordering single vision glasses
Single vision lenses are our standard lens and are required by most of our customers. They are made to your prescription strength and either suit glasses for customers with 'short-sightedness' or 'long-sightedness'. We recommend them to everyone who has not been specifically advised to get bi-focal or other lenses.
Single vision CR39 lenses are free of charge with any frames, but if you require other lens types, such as polycarbonate lenses, which we highly recommend for rimless frames and sports use due to their increased durability, there is an extra charge for these.
Telephone Orders
Orders can be taken over the telephone but these orders can only be sent out to the billing address related to the credit/debit card used.
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ii. Methods of Payment
All our prices are displayed and charged in GB Pounds Sterling (GBP). All prices shown in other world currencies are for reference purposes only, but should serve as a relatively accurate guide to the cost of each product in those currencies. All orders paid for via non-GBP denominated funds may be subject to differing bank exchange rates and/or currency conversion commission charges, so the price may differ somewhat from that shown.
By Debit/Credit Card
We accept MasterCard, Maestro, VISA, VISA Debit and Solo cards.
INTERNATIONAL CUSTOMERS ONLY
For debit/credit cards issued outside of the United Kingdom and Europe, we require that you send photo ID and a copy of your credit card statement showing ONLY the last four (4) digits of your card number and your billing (home) address. This should be emailed to info@lovemyframes.com or faxed to +44 (0) 870 900 0903.
If we do not receive this information from International Customers, you payment will be refunded immediately.
You payment approval is subjected to your bank's co-operation with us in confirming your ownership of the debit/credit card used. If you prefer not to use your debit/credit card on-line from your computer, you may order and pay by telephone. Simply call us on +44 (0) 845 300 4566 and we will place your order over the phone.
By Wire Transfer
Sorry, we do not offer a Wire Transfer payment option.
By Personal Cheque
Sorry, we do not accept personal cheques.
Fraudulent Orders
We take on-line fraud very seriously! If a suspicious order is detected, we will notify the cardholder, the credit card company and co-operate with all the involved authorities to prosecute anyone attempting to use stolen or false debit/credit cards at LoveMyFrames.
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iii. Taxes/Custom Duties
We do not add any extra taxes, duties or hidden charges to our posted prices. If you do feel that we charge more than we should, please don't hesitate to contact us and we will promptly resolve any issues you may have.
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iv. Order Cancellation
Orders can be cancelled quickly and easily as long as the order has not entered the shipping process by emailing us at info@lovemyframes.com or by calling us on +44 (0) 845 300 4566.
If your order has been processed by the time of your cancellation, we cannot reverse the shipping; your order will have to be delivered to you and then you may return the unwanted product for a refund or exchange according to our Returns and Refunds Policy.
Please note: Order cancellations made through voice messages left on the answering machine, will not be honoured. We must speak with you to ensure that the cancellation is valid.
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v. Returns and Refunds Policy

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  • LoveMyFrames customers have the right to cancel all orders within seven (7) working days starting the day after delivery, and receive a full refund (excluding the cost of postage and packaging, unless the return is due to a manufacturing defect) or be offered an exchange of glasses. This includes returns due to any manufacturers’ faults, or unsuitability of the glasses.
  • Damage which becomes evident after seven (7) working days starting the day after delivery, wear and tear, or mistreatment of the item by the customer is not the responsibility of LoveMyFrames, and the company is not responsible for any claims. All frames are guaranteed by manufacturer's warranties, however the guarantees do not cover wear and tear or mistreatment. Furthermore, scratches to the lenses are not covered under any warranty.
  • Please contact our Customer Help line on +44 (0) 845 300 4566 or email us at info@lovemyframes.com if you wish to return an item.
  • We would ask that you then return your cancelled order to us, preferably in its original packaging, or other suitably protective packaging complete with any tags and labels and with a copy of the original sales invoice. Please make sure that you send a copy of the original invoice with your return. If you do not, we will not know who you are and we will be unable to process your refund.
  • A refund will be issued within thirty (30) days of your cancellation request, less the cost of postage and packaging, unless the return was due to manufacturing defect, in which case a full refund including the cost of postage and packaging will be made. Please note that for goods paid for by debit/credit card, that we can only make a refund to the card used to make the original transaction, unless it has expired.
  • Your computer's operating system and version (e.g. Mac OS X Tiger/Leopard, Windows XP/Vista etc)
  • Your internet browser (e.g. Internet Explorer 6.02, Netscape 7.02, FireFox 2, Safari 3.0.1 etc)
  • What web address (URL) you were trying to access (e.g. http(s)://www.lovemyframes.com/catalogue/)
  • What time the problem occurred
  • Please also copy and paste any error message that appeared on screen in your web browser
  • We use the industry standard encryption protocol known as Secure Socket Layers (SSL) to keep your information secure.
  • From the very instant you exchange personal information on lovemyframes.com, that information is safeguarded. Personal information you provide to LoveMyFrames is encrypted whilst it is being transmitted over the internet. All information is then stored securely, protected by firewall and router devices, securing the information from unauthorised access.
  • We have established a Secure Shopping Guarantee for every transaction that you make with lovemyframes.com. Should any unauthorised charges appear on your debit/credit card as a result of shopping with lovemyframes.com, you must notify your debit/credit card provider in accordance with their reporting rules and procedures.
  • 1. Variation of these Terms and Conditions
    We reserve the right to change or modify these terms and conditions at any time. It is your responsibility to check these terms and conditions periodically. Your use of the Site following the posting of any changes means you accept and agree to the changes.
  • 2. The contract between us
    We must receive payment of the whole of the price, in pounds sterling only, for the goods that you order before your order can be accepted. Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide us during the checkout process. Our acceptance of your order brings into existence a legally binding contract between us. All products on the Site are sold on the condition that they are not resold to the public.
  • 3. Restrictions on the formation of this contract
    • 3.1 In order to order from us, you must:
      • 3.1.1 be over the age of eighteen (18);
      • 3.1.2 not be ordering on behalf of someone under eighteen (18) years of age;
      • 3.1.3 not be registered blind or partially sighted.
  • 4. The goods to be supplied ("the Goods")
    • 4.1 A description of the Goods is set out on the Site. Whilst we will attempt to ensure that there are no changes to the Goods, it is possible that there might be some minor variations to their description and/or specification which arise by virtue of changes made by the manufacturers of the parts supplied which form part of the Goods.
    • 4.2 We cannot guarantee that the colours of the products shown on the Site will look like the actual product that you receive. Although we use highly advanced photographic techniques and take special care to ensure accurate colour representation, actual colours can vary from virtual colours due to the varied colour settings used by your computer monitor.
    • 4.3 When ordering, you must provide us with details of the relevant prescription that is to be applied to the Goods. All prescriptions provided to us must have been given to you by a registered medical practitioner or registered ophthalmic optician (optometrist) following a sight test by him or her within the last twenty-four (24) months.
    • 4.4 The Goods will contain lenses made up to the prescription provided by you. It is your responsibility to ensure this information is accurate.
    • 4.5 Unless you state otherwise, we use an appropriate average pupillary distance 'PD' to complete your order. By agreeing to these terms and conditions, and unless you state otherwise, you accept a PD measurement of 63mm for single vision distance lenses and of 60mm for single vision reading lenses. We recommend that you consult your optician to obtain your PD before ordering, and provide that number to us when ordering via the 'Pupil Distance' option on the order form.
    • 4.6 The Goods will be fitted with lenses of prescription spherical power of no greater than +6.00 or -8.00 dioptres and cylindrical power of no greater than +/-2.00 dioptres. Prescriptions outside of this range unfortunately cannot be fulfilled.
  • 5. Price
    • 5.1 The prices payable for the Goods that you order are as set out in the Site.
    • 5.2 The prices on the Site include any value added tax (VAT) payable.
    • 5.3 You may be required to pay extra for delivery and it might not be possible for us to deliver to some locations. Our delivery charges are set out in the Site.
    • 5.4 If delivery is to be made outside of the United Kingdom, you may be liable for additional customs duties on your order. We cannot predict what these may be, or prevent them being applied. For further information we recommend that you contact your local customs bureau.
  • 6. Your right to cancel the contract
    • 6.1 You have no right to cancel any order that has been accepted by us except as set out below;
    • 6.2 You may cancel your contract with us from the time the order is accepted until seven (7) working days after delivery of the order to you has been made;
    • 6.3 To cancel your contract you must notify us in writing by either email or post or via telephone (however we cannot accept cancellations made via a voice message left on the answering machine, we must speak with you in person to confirm the cancellation is valid).
  • 7. Our right to cancel the contract
    • 7.1 We reserve the right to cancel the contract between us if:
      • 7.1.1 we have insufficient stock to deliver the Goods you have ordered;
      • 7.1.2 we do not deliver to your area; or
      • 7.1.3 one or more of the Goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
    • 7.2 If we do cancel your contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible but in any event within thirty (30) days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
  • 8. Delivery of goods to you:
    • 8.1 We will deliver the goods ordered by you to the address you give us for delivery at the time you make your order.
    • 8.2 Delivery will be made as soon as possible after your order is accepted and in any event within twenty-eight (28) days of your order.
    • 8.3 You agree that we will not be liable for any losses, damages or charges incurred as a result of the late delivery of goods.
    • 8.4 Once the goods have been dispatched to you, you are the legal owner of the goods. They will be held at your own risk and we will not be held liable for the loss of or damage to, the goods.
  • 9. Inspection of the Goods
    • 9.1 Upon delivery you should carefully inspect the Goods. If any of the Goods supplied are damaged or lost, please contact us to inform us of the problem within five (5) working days and do not use the Goods.
    • 9.2 Each of the Goods supplied will contain written confirmation of the prescription used. If the prescription stated does not match the prescription ordered, please contact us to inform us of the problem within five (5) working days; do not use the Goods.
  • 10. Liability - Your particular attention is drawn to this paragraph
    • 10.1 If the Goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, we shall have no liability to you unless you notify us of the problem in writing within seven (7) working days of the delivery of the Goods in question.
    • 10.2 If you do not receive the Goods ordered by you within twenty-eight (28) days of the date on which you ordered them, we shall have no liability to you unless you notify us in writing at our contact address or email of the problem within thirty-five (35) days of the date on which you ordered the Goods. If you notify a problem to us under this condition, our only obligation will be, at your option:
      • 10.2.1 to make good any shortage or non-delivery;
      • 10.2.2 to replace or repair any goods that are damaged or defective; or
      • 10.2.3 to refund to you the amount paid by you for the Goods in question in whatever way we choose.
    • 10.3 Save as precluded by law, we will not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill) howsoever arising out of any problem you notify to us under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the Goods in question under clause 10.2.3 above.
    • 10.4 You must observe and comply with all applicable regulations and legislation, including obtaining all necessary customs, import or other permits to purchase goods from our site. The importation or exportation of certain of our goods to you may be prohibited by certain national laws. We make no representation and accept no liability in respect of the export or import of the Goods you purchase.
    • 10.5 LMF provides the Site on an 'as is' basis and makes no representations or warranties of any kind with respect to the Site or its contents and disclaims all such representations and warranties. In addition, LMF makes no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published on the Site. The information contained in the Site may contain technical inaccuracies or typographical errors. All liability of LMF howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.
    • 10.6 Neither LMF nor any of its directors, employees or other representatives will be liable for loss or damage arising out of or in connection with the use of the Site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.
    • 10.7 Notwithstanding the foregoing, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other statutory rights which may not be excluded nor in any way to exclude or limit LMF's liability to you for death or personal injury resulting from our negligence or that of our employees or agents.
  • 11. Transfer of the Contract
    • 11.1 This contract is personal to you. You may not transfer your rights or the benefit of any of the provisions of this contract to any other person without our prior written permission.
    • 11.2 We may assign or subcontract the contract or any part of the contract to any person, firm or company.
  • 12. Notices
    Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at Love My Frames, Love My Frames, PO Box 390, Leeds, LS17 1DW, United Kingdom or by email to info@lovemyframes.com and all notices from us to you will be displayed on our website from time to time.
  • 13. Events beyond our control
    We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our reasonable control including, without limitation, delays caused by our suppliers, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
  • 14. Invalidity
    If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.
  • 15. Privacy
    We will ensure that our employees, agents and sub-contractors shall, at all times, comply with the provisions of the Data Protection Act 1998 in relation to data received from you under this contract and shall only process personal data received from you where necessary to fulfill our obligations under this contract.
  • 16. Use of Cookies
    • 16.1 A cookie is a text-only string of information that a website transfers to the cookie file of the browser on your computer's hard disk so that the website can remember who you are. A cookie will typically contain the name of the domain from which the cookie has come, the "lifetime" of the cookie, and a value, usually a randomly generated unique number.
    • 16.2 When you visit our website we send you a cookie. Cookies may be used in the following ways:
      • 16.2.1 To help us recognise you as a unique visitor (just a number) when you return to our website and to allow us to tailor content or advertisements to match your preferred interests or to avoid showing you the same adverts repeatedly;
      • 16.2.2 To compile anonymous, aggregated statistics that allow us to understand how users use our site and to help us improve the structure of our website. We cannot identify you personally in this way.
    • 16.3 Two types of cookies may be used on this website, session cookies, which are temporary cookies that remain in the cookie file of your browser until you leave the site, and persistent cookies, which remain in the cookie file of your browser for much longer (though how long will depend on the lifetime of the specific cookie).
      
      Cookies are pieces of information that a Website transfers to an individual's hard drive for record-keeping purposes. Cookies make Web-surfing easier for customers by saving their preferences and purchases while they're at our site. The use of cookies is an industry standard -- you will find them at most major Websites. By showing how and when guests use a site, cookies help us see which areas are popular and which are not. Many improvements and updates to the site are based on such data as total number of visitors and pages viewed. This information is most easily tracked with cookies. Our site uses cookies to keep track of your shopping cart. Similarly, we use a temporary cookie to track which products you've chosen to purchase while shopping. The cookie expires once you're done shopping. If you decline this cookie, you may have difficulty ordering your selections. We never uses cookies to retrieve information from your computer that was not originally sent in a cookie. We do not use information transferred through cookies for any promotional or marketing purposes, nor is that information shared with any third parties whatsoever. We do not use cookies to identify specific individuals, except in such cases as online shopping. From time to time third party providers will utilise cookies through our site. This is done in an effort to increase our service and experience. It is never done to gain any information for use beyond your use of our site. Most browsers are initially set to accept cookies. If you'd prefer, you can set yours to refuse cookies or to alert you when cookies are being sent. However, it is possible that some parts of the site, such as the shopping area, will not function properly if you do so.
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    • 17. Third party rights
      Except for our affiliates, directors, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.
    • 18. Governing law
      The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
    • 19. Entire agreement
      These terms and conditions, together with our current website prices, delivery details, contact details and privacy policy, set out the whole of our agreement relating to the supply of the Goods to you by us. Nothing said by any sales person on our behalf should be understood as a variation of these terms and conditions or as an authorised representation about the nature or quality of any goods offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
    • 20. Company details
      PNR Trading Limited (Company No: 05151465, VAT No: 842 523 244) trades under the name LoveMyFrames (www.lovemyframes.com) at Love My Frames, PO Box 390, Leeds, LS17 1DW, United Kingdom.

5. Shipping/Delivery

i. Shipping/Delivery Costs
We use Royal Mail Special Delivery as our standard method of postage, and Royal Mail International Signed For service for European and international orders. All postage and shipping prices are free of charge and fully insured.
ii. Order Tracking
We will send you an email when your order ships including your tracking number and instructions for how to track your order online at your carrier's web site. You can track the status of your order online by following the link in your email.
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iii. Orders Never Received
What can I do if I have not received my order? If you have waited fourteen (14) business days for normal delivery and have not received your order, please contact us at help@lovemyframes.com.


6. International Orders

i. What countries do you ship to?
We deliver to most major countries.
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ii. Do I have to pay import taxes/duties?
Any customs or import duties are levied once the goods reach their destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may wish to contact your local customs bureau for further information.


7. Technical Problems

i. I get pop-up ads when visiting your site
LoveMyFrames does not endorse any pop-up advertising that may appear during your visit to our site. If you do experience the presence of any pop-up windows this will be due either to another web site you may have open or spyware or adware running on your computer. We recommend if you notice such activity to use a software tool such as Microsoft Anti-Spyware to remove such unwanted software from your computer.
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ii. Other Technical Problems
If you experience other technical problems whilst using our site, we recommend that before contacting LoveMyFrames that you update your PC using the Windows Update tool to ensure that all the latest security and system updates are in place. You may also find that by upgrading to a reliable web browser such as FireFox that you avoid many of the problems experienced with popup windows etc.
If problems do persist, and they are issues which are not present on other sites, please do contact us. To help us discover and resolve any issue you may be experiencing, please try to include as much detail as you can in your email explaining what you were doing at the time the problem occurred, and include the following information if available:

8. Safety, Security and Privacy

i. Secure shopping
Shopping on lovemyframes.com is easy, convenient, and more importantly secure. Here's why:

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ii. Terms of Use
Please read the following terms and conditions carefully:
This website at www.lovemyframes.com ("the Site") is the property of PNR Trading Limited (Company No: 05151465, VAT No: 842 523 244), trading as "LoveMyFrames", hereinafter referred to as "LoveMyFrames", "LMF", "we", "us", "our", etc.
By using the Site you agree to the following Terms and Conditions: