Frequently Asked Questions


 

We're always here to help.

 

Size Guide

How do I find out my current frame size ?

Check the numbers written inside your temple frames and match it with our frame size numbers mentioned on your desired product description. It will give you a better idea of which size fits you the best.

Eg. Frame size numbers usually look like this: 51 - 19 -145 ( printed inside the temple in mm )

51 stands for the lens width.
19 stands for the bridge width.
145 stands for the Temple width.

Here is an illustration to understand more clearly:

Alternatively, you can get a measuring tape and record the distance in MM ( old school ) but remember, numbers doesn't necessary have to be exact ( just like a clothing size guide ).

 

Can you provide me assistance in selecting frames?

Absolutely. We're a friendly bunch. Please write us on hello@joshfano.co.uk and we'll take it from there.

 

What if it doesn’t fit me ?

Don't worry, we've got a flexible returns policy so, you can always send it back to us within 30 days following the date of dispatch of the product to you. 

 

Orders

How do I cancel/change my order ?

We’re pretty quick at dispatching your order so, please notify us immediately ( within 2 hours ) on hello@joshfano.co.uk with your name and order number and we’ll take it from there.

 

How do I know that my order has been cancelled/changed ?

Once your order has been/cancelled/changed, we’ll send you a confirmation email to let you know.

 

What if I receive a wrong/damaged order ?

We hand-check every single order before the dispatch, so it’s highly unlikely, this issue will occur but do write us on hello@joshfano.co.uk and our dispatch team will get in contact immediately.

 

Delivery & Returns

How long will it take to deliver my order ?

If your delivery address is on the United Kingdom mainland, we aim to deliver within 3 - 5 working days for the non — prescription order and 8 - 12 workings days for the prescription order.

If you place your order before 4pm on a working day, these time periods run from the close of business on that day; if you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

 

Do you notify beforehand on the delivery day?

We currently don’t offer this service. You may wish to enter your office address at the checkout ( if you’re working professional ) as we’ll deliver between 8am — 6pm.

 

Do you charge for the delivery ?

We offer free standard delivery/returns to all mainland UK addresses on all orders.

 

Do you ship internationally ?

Currently, we don’t ship internationally but may from time to time agree to delivery products to other countries and territories on request.

 

How do I return my glasses ?

You must contact us to obtain a Royal Mail returns bag which we will post to you. Products must be sent by Royal Mail post office in a returns bag provided by us. Check out our returns policy for information.

 

Refunds

What's your refund procedure?

We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with returns policy. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.

 

I can’t find answers here, how do I contact you?

Please contact us on hello@joshfano.co.uk for any queries.