Terms of service

Welcome to the Specsmart website. Specsmart is owned and operated by Specsmart. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our Privacy Policy govern Specsmart’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term "Specsmart" or "us" or "we" refers to the owner of the website whose registered office is 814a Uxbridge Road, Hayes, England, UB4 0RS. The term ‘you’ refers to the customer or user of our website.

The company registration number is 09939087 and our VAT registration number is 266292188.

Availability of Goods
We keep a range of eyewear in stock in the UK; however, due to the number of models, colours, and sizes available, it is not possible to keep all items in stock. Where items are not in stock in the UK, the eyewear is directly sourced from the supplier.

We cannot guarantee the availability of goods, and sometimes it will be the case that an item has been discontinued, delayed, or is out of stock with our suppliers. In this instance, we will endeavour to inform you of the delay as soon as possible by either phone or email and offer you a choice of an alternative item or a full refund.

We are unable to take responsibility for any loss or damages that you may suffer if we are unable to supply the goods.

Great care is taken to ensure that items are displayed accurately; however, should this not be the case, we will offer a full refund to you. Please note that we cannot be held responsible for any loss or damages that you may suffer.

Customer Obligations
By placing your order, you confirm that the following are true:

  • You have obtained a prescription from a suitably qualified person which is not more than two years old.

  • You have notified us in writing of any eye conditions of which you are aware.

  • You will supply accurate written details of your current prescription (including any notes on the prescription) when requested.

  • The prescription details provided are not for a person under 16 years of age; such prescriptions can only be completed in one of our stores.

  • All details regarding payment and delivery provided when placing the order are correct and up to date.

Gift Card

  • Make sure you select the correct card with your desired gift amount.

  • You will receive your E-Gift card after purchase via email within 24 hours.

  • You can then forward this to your loved one or print it out to gift it.

  • The E-Gift card can be used on all products issued on the Specsmart site.

  • All E-Gift cards are valid for 36 months from the date of issue.

  • E-Gift cards cannot be redeemed for cash.

  • Only valid on specsmart.com.

  • The E-Gift Card can only be used in one transaction.

  • The E-Gift Card cannot be used in conjunction with any promotions.

Klarna
In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

  • Pay Later 30

  • Pay in 3 instalments

  • Pay Now

Further information and Klarna’s user terms can be found here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection laws and Klarna’s privacy statement.

PD Measurement Tool
Specsmart does not accept responsibility for the measurements provided by the online PD measurement tool. Although the tool is very accurate and has a high success rate, we cannot guarantee the measurements are exact because of the different computers and webcams a customer may be using. We recommend professional checks of your PD if your prescription is high.

Refund Policy
Returns and Exchanges Policy
We understand that sometimes an item may not meet your expectations, and we’re here to assist you. Please review our policy below:

  • You’re welcome to return an item if it’s not quite right for you. However, please note that return shipping costs are not covered by us. For returns involving prescription lenses, see the detailed explanation below.

  • In the rare event that you’ve received a faulty or damaged item, please reach out to our customer service team, and we’ll strive to resolve the issue promptly.

Upon receiving your order, you have 14 days to return it. All returns must be in excellent condition, unworn, cleaned, and in their original packaging, including all accessories. Kindly use the box provided by Specsmart for returning your eyewear.

We do not offer exchanges except when you have purchased Platinum & Gold Label package lenses. Please see below for further details.

Non-prescription Eyewear:

  • Full refund.

Eyewear with Bespoke Prescription Lenses:

  • For purchases including Platinum & Gold Label package lenses, you’re entitled to one free exchange (excluding varifocal, Ray-Ban, Bolle, Serengeti, Oakley & Maui Jim branded lenses). Subsequently, we would refund the frame amount minus a £30 glazing charge.

  • Full refund for frames only.

Varifocal Returns:
We handle varifocal returns differently due to the adjustment period. If you’re struggling with varifocal lenses after a few weeks, we’re happy to exchange them for something more suitable. Simply return your frames to us, and we’ll make any necessary adjustments. If you prefer to switch back to single-vision glasses, we can do so free of charge, but the price difference is not refunded.

To initiate varifocal swaps, please contact our Customer Services Team within 30 days, providing your order details, and we’ll assist you with the returns process.

When returning your item, ensure to include a note inside the box with your full name, order number, contact information, address, and clear instructions on how you wish us to handle your return; failure to do so may delay the processing of your return.

Specsmart Returns Address:
Specsmart Returns Dept.
814a Uxbridge Road,
Hayes,
England,
UB4 0RS

For returning your eyewear, please use a fully tracked service with appropriate insurance cover.

Returning Your Eyewear from Within the UK?
We recommend using Royal Mail Tracked service with appropriate insurance cover; however, please note we’re not liable for items lost or damaged during transit.

Returning Your Eyewear from the United States?
We recommend using Priority Mail International (6–10 Business Days) with postage prices starting at $30.90. Please note we’re not liable for items lost or damaged during transit.

Returning Your Eyewear from Australia?
We recommend using Auspost International Standard delivery with prices starting at $32.25. Please note we’re not liable for items lost or damaged during transit.

For other regions, we advise using your local postal tracked service with appropriate insurance cover.

Specsmart cannot be held accountable in the event of a shipment going missing or being damaged in transit back to us. We strongly recommend using a tracked service that includes insurance coverage.

Bulk Orders:
Orders of more than three frames are classed as a bulk order. If you wish to return three or more frames, there is a £10 restocking fee per frame deducted from your refund.

We always strive to action your refund as soon as possible and in any event within 14 business days of your return being received, logged onto our system, and confirmation sent to you.

Promotions
Only one coupon code may be used per transaction and cannot be used in conjunction with any other offer.

All discounts using a Promotional Code must be claimed before an order is placed and will not be considered afterwards.

Codes are not applicable on sale items, reduced prices, and the following brands: Andy Wolf, Balenciaga, Barton Perreira, Cartier, Celine, Christian Roth, Cutler and Gross, DITA, Gucci, Loewe, Maui Jim, Paul Smith, Saint Laurent, Stella McCartney, Thierry Lasry, and Thom Browne. Codes are valid on frames over £100.

Specsmart will occasionally run time-limited promotional codes. Once the promo period has expired, codes will no longer be valid.

If you return an order where a free gift has been redeemed, you will need to return the free gift in order for your refund to be processed.

Promotional codes/prices are not valid on exchanges made after the end of the promotion.

Email Promotions:
All email promotions are only available within the timeframe specified in the email and not available in conjunction with any other offer unless otherwise stated. Excluded brands: Andy Wolf, Balenciaga, Barton Perreira, Cartier, Celine, Christian Roth, Cutler and Gross, DITA, Gucci, Loewe, Maui Jim, Paul Smith, Saint Laurent, Stella McCartney, Thierry Lasry, and Thom Browne.

Limitations of Supply:
We have absolute discretion as to whether or not to accept your order, and we reserve the right to request further information where we feel necessary or appropriate.

We reserve the right to end any agreement with you, cancel or place on hold any orders, and/or suspend or terminate your access to the Specsmart website immediately and without notice if you breach these terms, fail to make payment, or engage in fraudulent or illegal activity on the website. The order will only be dispatched after we have received and verified these documents.

Prices and Payment
Customs or import charges on international deliveries outside the UK may apply and must be paid by the customer.

While we take great care to ensure accurate pricing on our site, occasional errors may occur. In such cases, we will notify you of the discrepancy before processing your order. You will then have the option to accept the correct price or cancel your order.

All products are sold in GBP. Transactions in other currencies will be converted using the current exchange rate at the time of payment processing. Refunds will also be processed at the current exchange rate, which may differ from the original purchase rate.

We reserve the right to change prices at any time without prior notice. However, once an item has been paid for, the price at the time of purchase will apply to that transaction.

Credit and charge card payments are subject to validation and authorization by the card issuer. We are not liable for any delays or non-delivery if payment authorization is declined.

We cannot accept responsibility for transmission failures, deletion, non-delivery, or failure to store communications.

If discrepancies in customer, shipping, or cardholder details arise, your order may undergo additional security checks. You may be asked for further proof of identity, and failure to comply may result in order delays or cancellations.

Liabilities
Specsmart accepts no responsibility for damage to goods caused by you.

We strive to ensure the accuracy of all information on our site, but we do not warrant its completeness or reliability. Use of this website is at your own risk, and we will not be liable for any inaccuracies. We recommend contacting us if you are unsure about product details or suitability before purchase.

We cannot refund or replace prescription lenses due to incorrect prescription details provided by you. Ensure all entered details are accurate before placing your order.

Unauthorized use of this website may result in legal action.

Links to third-party websites are provided for convenience. Specsmart is not responsible for the accuracy of information on external sites.

Ownership of items passes to you upon successful delivery and full payment. Goods are not for resale.

Reglazing and Third-Party Services

  • Customer's Own Frames: Reglazing your own frames is done at your own risk. Specsmart is not liable for any loss or damage during the process or return shipping.
  • Third-Party Reglazing: Frames purchased from Specsmart that are reglazed by a third-party void their warranty. Specsmart is not responsible for any damages caused by third-party services.

Ownership
Ownership transfers to you only after successful delivery and cleared payment. Items remain the property of Specsmart until full payment is received.

Accounts
Specsmart reserves the right to delete or restrict any account registered on our website at any time for any reason.

Indemnity
You agree to indemnify Specsmart, its employees, consultants, agents, and affiliates from any liability, claims, or costs arising from your use of this website or breach of the terms.

Statutory Rights
These terms do not affect your statutory rights. For further details, visit the UK Government’s consumer rights website.

Copyright and Trademark
All content, design, and graphics on this site are copyrighted and owned by Specsmart or its licensors. Content may not be reproduced or redistributed without written permission.

Applicable Law
These terms and conditions are governed by English law, and any disputes will be resolved in English courts.

Consent
Specsmart may send you marketing messages via email, SMS, or post about our products unless you opt out. You can withdraw your consent at any time by contacting customer care.

Elite Coating Warranty

  • Covers defective coatings and scratches.
  • Claims must be made within 18 months of receiving your order.
  • The original lenses and order must be returned.
  • Replacement lenses will match the original specifications.
  • Only one pair of lenses can be claimed.

Company Information
Specsmart, registered in England under company number 09939087. VAT number: 266292188. Address: 814a Uxbridge Road, Hayes, England, UB4 0RS.