Our order lines are open 10am - 5pm Monday to Friday and 10am
- 2pm Saturday. Our Telephone Number is 01303 233870
Customer Services
Please read through our terms of sale...
About Our Products
Transaction Currency and Tax
Credit Card Security
Warranty
Right to Cancel
Returns
Delivery
Remittance Terms
ABOUT OUR PRODUCTS
Our order lines are open 9am - 5pm Monday to Friday and 9am - 4pm Saturday. Please call is 0044(0)1303 233870 for all Internet order enquiries. Or 0044 (0)1303 239390 for sight test appointments or shop enquiries. Fax number 0044 (0)1303 233871
As UK registered Opticians we sell only genuine products to which all the normal warranties and guarantees apply. Scratched lenses and accidental damage are not normally covered by our warranty.
We only sell brands we consider to be the strongest, and at the forefront of eyewear design. Not all models within those brands feature on the site but all current models are available on request.
We are qualified to dispense prescription lenses for Optical frames and sunglasses, but we will never send Optical frames/sunglasses with prescription lenses without contact from our qualified staff to ensure fit and vision for your new eyewear is correct. We will also require a hard copy of a current prescription, faxed posted or emailed to us.
Our customer service line is available to answer any questions you may have with regard to products, lens choice, eye care, prices and delivery. TRANSACTION CURRENCY All transactions are carried out in Sterling Pounds (GBP).
All our prices are fully inclusive of VAT (sales tax). There will be no additions to the advertised price of our products for VAT or other taxes. The price you see is the price you pay.
Outside of EC countries we can make arrangements to deduct the VAT, please request on 'special instructions' on the order page. Please be aware you may be liable for your own countries local taxes
Please try to solve any customer service issues with the correct dept. If you believe that this is still not helping please email mr@site91.co.uk and leave details of your complaint. Allow 24 hours for a response.
TRANSACTION CURRENCY
All transactions are carried out in Sterling Pounds (GBP).
All our prices are fully inclusive of VAT (sales tax). There will be no additions to the advertised price of our products for VAT or other taxes. The price you see is the price you pay.
Outside of EC countries we can make arrangements to deduct the VAT, please request on 'special instructions' on the order page. Please be aware you will be liable for your own countries local taxes.
Security
This site uses a SSL server system for taking online credit card information. All payment information is transmitted in secure mode and is encrypted using the highest levels of online security encryption available. When your order has been placed, you will receive an online receipt stating your transaction ID as well as an email from Site91 to confirm the payment has been successful. No information that we receive from our customers is passed on at all, without exception. All credit card details are deleted once the first transaction is completed. You may be asked for your credit card details again if a refund is necessary.
Warranty
All products sold by us are guaranteed against faulty workmanship or materials for a period of one year. Accidental damage is not normally covered but we will do all we can resolve an unfortunate situation.
Please try to solve any customer service issues with the correct dept. If you believe that this is still not helping please email mr@site91.co.uk and leave details of your complaint. Allow 24 hours for a response.
RIGHT TO CANCEL
In accordance with Distance Selling Regulations (2000) and Consumer Protection (Distance Selling)(Amendment) Regulations 2005, you may cancel your order at any time without reason. If you have not taken delivery a full refund will be made. Please allow up to 7 working days for the credit to arrive back onto your card.
Should you wish to cancel your order once you have received your goods and receive a refund, you must confirm this in writing (includes email) within 7 working days of receipt. There is a 10% of total value charged against all items returned.
If goods have already been despatched and you have taken delivery you should return the item to us at the following address:
Returns Dept. Site91, 125 High Street, Hythe, Kent CT21 5JJ
The item(s) must be returned to us unused and in new condition. Please do not remove the security label attached to the Eyewear unless you intend to keep the goods. You will be liable for all postage costs incurred as a result of returning an item to us. We cannot issue a refund until we have received the goods. We recommend you use an insured method of postage (Royal Mail Special Delivery). If goods are returned after the seven working day period we will only issue a credit note or exchange up to 30 days from receipt. Refunds for returned goods will take up to seven working days to reach your account from your notification.
This does not affect your statutory rights as a consumer. IMPORTANT NOTICE Sunglasses, Optical frames or any products that are not in stock with us; site91 125 High St. Hythe Kent are a special order from the manufacturer and are deemed as such. These products are non returnable, except where they are shown to be faulty or the wrong goods sent out. You will be notified at time of order. Please try to solve any customer service issues with the correct dept. If you believe that this is still not helping please email mr@site91.co.uk and leave details of your complaint. Allow 24 hours for a response.
Returns
IMPORTANT NOTICE You will see that some brands of sunglasses are non-returnable unless faulty. This is to help keep down costs because we ourselves cannot return to these sunglasses to the manufactures. We sell genuine eyewear at incredible prices, our aim is to provide sunglasses to customers who know exactly which make and model they want to purchase at amazing discount prices. We have up to 10,000 products on the site and we cannot hold them all in stock so most are a special order from Italy or elsewhere, even so generally are available for delivery in 6 to 10 days. With Oakley’s 4 to 5 days. Please note this only applies to certain brands, all others may be returned in the normal way.
Return your purchase for any reason so long as;it does not fall into the above category, we receive it back in 'as new' condition with all original packaging.
Please notify our customer services to get authorisation and return to us with-in a 7 working day period for a refund. After 7 days and up to 30 days we will accept an exchange or credit note. There is a 10% of total value charged against all items returned.
Please do not remove the security label attached to your order until you are satisfied and happy with your order. Once removed goods cannot be returned. We strongly suggest you use an insured delivery service (Royal Mail Special Delivery) as it is your responsibility until we receive the item back in perfect condition. We will reimburse the shipping cost for incorrectly shipped or faulty items. For any other returns the shipping costs will not be refunded. Refunds for returned goods will take up to seven working days to reach your account.
Prescription lenses and optical frames once glazed are made to your own specification and cannot be returned or exchanged unless shown to be faulty. We reserve the right to put right any errors on our part but will pay any postage costs incurred when returning faulty or incorrect items. Any disputes will be dealt with at the highest level. Please try to solve any customer service issues with the correct dept. If you believe that this is still not helping please email mr@site91.co.uk and leave details of your complaint. Allow 24 hours for a response.
Delivery
Once payment details are verified and accepted, orders are processed immediately.
All items that we are holding in stock will be despatched the following day, if we do not have the item in stock it is ordered from our suppliers and under normal circumstances will be delivered to the customer with-in 7 to 10 working days.
We have over 20,000 Optical frames and sunglass choices on our site and because the styles are always changing we do not hold them all in stock. If our supplier has them in stock the order will be sent to you within a 7 to 10 working day timescale, this is the case for 90% of orders. Please note that orders made just before Bank Holidays may appear to take longer as theses are not working days.
Virtually all Italian eyewear is sent from Italy and takes up to five days so generally most orders are delivered within a seven working day period.
For prescription orders please allow 14 working days. Generally we will complete orders inside of this but please use as a guide to avoid disapointment.
Email notification will occur with-in twenty four hours for any orders that have a delivery date of longer than the specified 7 to 10 day time frame with the opportunity to cancel with a 100% refund if the delivery time is too long.
To enquire as to the delivery time of a particular item please email your request or call 01303 233870 for a prompt response during working hours.
All orders are despatched Royal Mail 'first class signed'.
A signature is required, if no one is available a card will be left and the item can be collected at the nearest Post Office sorting office.
Sometimes with items out of stock with suppliers, the delivery times can be lengthy, up to 4 weeks. We have no control over this and notification of this situation will on your tracking page and you will be emailed with verification.
Please try to solve any customer service issues with the correct dept. If you believe that this is still not helping please email mr@site91.co.uk and leave details of your complaint. Allow 24 hours for a response.
Delivery within the EEC does not require us to fill in customs declaration and should not incur any further charges.
Outside of EC countries we can make arrangements to deduct the VAT, please request on 'special instructions' on the order page. Please be aware you may be liable for your own countries local taxes
Remittance Terms
All payments are processed at time of order. Credit card on our site (cheque, postal order, bank transfer or cash via special delivery)please contact customer services)
