Return Policy

Refunds and Returns
Returning an item

We make every effort to ensure you are satisfied with your purchase at Specs123. However, we realise that problems can occasionally occur. If for any reason you are dissatisfied with your purchase, please contact us on returns@specs123.co.uk. We will then provide you with a returns form in order to send back with your order and send to the following address:

  • Specs123
  • Returns
  • 276 Queens Road
  • Halifax
  • HX1 4NJ
How do I know that you've received an item I returned?

We will send you an email to confirm when we have received your item(s).

Conditions of return:

Unfortunately, we cannot accept liability for any packages lost in the post. If returning item(s), we recommend you send via recorded delivery and obtain suitable proof of postage. This allows us to track the parcel if there is a delay in receiving it. If it is confirmed that we are at fault, we will happily refund the cost of postage if you provide a valid postage receipt. Your refunds and returns statutory rights remain unaffected.

Your order will contain written confirmation of the prescription that was entered into our website when the order was placed. If you suspect that the product supplied does not match the prescription ordered, please notify us immediately. In the rare event that this may have occurred, we will ask you to send your glasses back immediately for verification. If an error on our part has indeed been made we will immediately rectify the problem and, if for any reason, we cannot rectify the problem, we will offer you a full refund.

We are unable to offer a full refund for reason of glasses being ‘ill fitting’ or ‘non-aesthetically pleasing’. However, at our discretion, we may offer an exchange for another product within a similar price range or a credit voucher code to use at a later date. Unfortunately, we are unable to offer refunds for lenses which have been made to a personalised prescription. 
The prices for frames with lenses included i.e Bronze or Silver Package include a non refundable glazing charge of £40.

Can I return frames if I simply don't like them?

Unfortunately, due to the bespoke nature of each order we simply cannot refund for any prescription orders made, if this was the product you had ordered. Frame only orders can however be refunded, if the conditions below are met. If an error has been made on our behalf we will refund the full amount.

If you are unsatisfied with your purchase, you may return, exchange or receive a refund, providing you meet our returns policy and conditions:

a) The return product(s) need to reach us within 30 days of the item being dispatched.

b) If you find a problem with your order, you will need to inform us within 7 days of the date of dispatch.

c) Returns must be in their original condition and contain their original accessories, such as cases and cloths.

e) All items being returned must be sent along with a completed Returns Form which can be requested by email to returns@specs123.co.uk.

f) You were not advised when you purchased by a member of our team or by information on the website that your original order was unsuitable for your requirements.

Please be careful to provide correct, valid prescription details because we cannot refund the cost of lenses made to match an incorrect prescription you have provided.

We highly recommend that you obtain proof of postage from the Post Office as we are unable to refund for any lost parcels . Your statutory rights in relation to returns and refunds are not affected.

What if I cannot see through my glasses?

In this instance please contact us help@specs123.co.uk. If the error was made by us we will replace at our cost. However, please note any prescription error either at the time of input or a prescription error made by your Optometrist/Optician/Ophthalmic Practitioner cannot be refunded. We would recommend you request a sight test examination and new prescription.

What if the glasses I received need adjusting?

If you need your frames adjusting, you can contact us on help@specs123.co.uk. Alternatively, you can take your glasses to a local optician, although they may charge a small fee to make the necessary adjustments. Similarly, if you find a screw has fallen out of your frames at any point, you can return the frames to us and we will fix them for free, or you can take them to a local optician practice – whom in most cases will also fix them for free.

Cost of Returning Glasses?

The customer is responsible for delivery and handling costs when returning glasses. We highly recommend you send them via a tracked courier service. As we are unable to take responsibility of any lost in transit.

If you decide to replace your glasses with a new pair of higher value, you will be charged the difference. If the replacement pair is of lesser value, unfortunately we are unable to refund the difference. Delivery and handling costs will not be refunded, Free UK Delivery option = £2.99 delivery fee deduction.