Orders and Returns FAQs

Once you have ordered in store, you can ask for your order to be shipped.

We ship to the following
countries: 

Albania, Andorra, Australia, Austria, Bahrain, Bangladesh, Belarus, Belgium, Bhutan, Bosnia and Herzegovina, Bulgaria, Cambodia, Canada, Canary Islands, Channel Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Japan, South Korea, Kosovo, Kuwait, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Malaysia, Malta, Mexico, Moldova, Monaco, Montenegro, Myanmar, Nepal, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Serbia, Singapore, Slovakia, Slovenia, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, USA, Vietnam.

Spain can only order non-prescription frames or accessories.

Our team will review your order and, if necessary, get in touch with any questions. You will then receive confirmation of your order via email with an estimated date of delivery. You will receive further notification when your order has been dispatched or, if you opted to collect your order, when it has arrived at your chosen location.

You can view the current status and location of any order by signing into your Cubitts account here.

We accept all major credit and debit cards online with secure payment. You can also pay via Apple Pay, or over the phone through our secure payment gateway.

Absolutely. If you would like to do this, the best way is to place separate orders for each pair.

As we are not NHS affiliated, the minimum age we can process a prescription order for is 16 years old. Anyone under the age of 16 can still place a non-prescription order online or in store.

Yes, we do for UK customers only. Our Express Glazing service for next day collection is offered on non-prescription and 1.5 index single vision prescription lenses, subject to availability. Orders must be made in store or over the phone by 4PM, and will be available for collection in store your chosen store the next day. This service costs £20 and is available Monday to Friday.

All of our stores accept Edenred Eyecare Vouchers. We do not accept NHS vouchers or any other voucher scheme.

We offer an employee eyecare scheme, which you can read about here.

In the UK, we use DPD delivery, and Royal Mail for any order under £75. DPD offers a high quality service that is secure, efficient and offers full track and trace facilities.

We use DHL Worldwide Express air freight for our European, USA and Rest Of The World deliveries.

UK shipping is free. 

International shipping is free on orders £150/€175/$200 or above,  otherwise £15/€18/$20.

Customers will need to take responsibility for any import duties. Rates vary according to country.

We offer shipping to the following countries:

Albania, Andorra, Australia, Austria, Bahrain, Bangladesh, Belarus, Belgium, Bhutan, Bosnia and Herzegovina, Bulgaria, Cambodia, Canada, Canary Islands, Channel Islands, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Israel, Japan, South Korea, Kosovo, Kuwait, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Malaysia, Malta, Mexico, Moldova, Monaco, Montenegro, Myanmar, Nepal, Netherlands, New Zealand, Norway, Oman, Philippines, Poland, Qatar, Romania, San Marino, Serbia, Singapore, Slovakia, Slovenia, Sri Lanka, Sweden, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom, USA, Vietnam.

We can only ship non-prescription frames or accessories to Spain.

Orders delivered outside the UK may be subject to import duties and taxes.

Customers will need to take responsibility for any import duties. Rates vary according to country.

We offer a 30-day no-quibble returns policy, excluding personalised products*.

For orders to the UK, US, and EU, returns are free. For the rest of the world, return postage is paid by the sender.

The 30-day no-quibble period begins from the delivery date.

*Personalised products are Bespoke, Bespoke+ orders and monogrammed cases.

For all exchanges, please contact our Customer Service team.

Absolutely. Our stores teams will be happy to process a refund or an exchange for you.

Yep, unused gift cards can be returned within 30 days of the order date.

Bespoke and Bespoke+ frames, and monogrammed cases, cannot be returned due to their personalised nature, unless there is a product fault.

Typically, the refund will take 3-5 working days to show up on your bank statement.