Help center

I have already ordered in store or online

Most answered questions:

My order is faulty/ Incorrect or needs an adjustment View question

For in-store purchases: Please go back to our stores, where our teams will be happy to help you.

 

For online purchases: Please use the form below to write our Customer Service team, and we will get back to you as soon as possible. 

Warranty on my order View question

Your Jimmy Fairly glasses are guaranteed for 1 year for manufacturing issues and accidental damage that is not repairable by our store teams or your local optician (in the case you do not have a store close to you). 

For manufacturing issues

We will replace your pair for an identical model when possible, or an equivalent of the same price of the initial purchase, for free.

For non-repairable accidental damage

In this case we charge a small fee of £29 for single vision lenses, £79 for varifocals lenses, and £29 for the frame to give you a replacement.

Please note, our warranty does not cover loss or theft.

With our Jimmy Fairly Care, your glasses receive an additional year's warranty under the same conditions as above for £29.

 

It is available at the same time you place an order and up to 60 days after purchase.

 

When purchasing Jimmy Fairly Care, you are adding warranty protection to one product only.

 

The extended warranty applies from the original date of purchase of your product.

I need my invoice or my prescription copy View question

Both your in-store and online orders are merged on a single customer account, directly accessible through our website.

Your customer account will provide access to:

- Your order history

- Your invoices, quotes and prescriptions

- Order tracking

Follow this link to access your account and enter the email address used when you placed your order.

If this is your first visit to your account, simply activate it here

I have an allergy to my titanium or steel frame or cannot adapt to my varifocals View question

For in-store purchases: Please go back to our stores, where our teams will be happy to help you.


For online purchases: Please use wecare-uk@jimmyfairly.com to write our Customer Service team, and we will get back to you as soon as possible.

Looking after your glasses View question

Cleaning your lenses:

 

We highly recommend using our cleaning kit to prolong the life of your lenses and keep them in the best condition.

 

 Our cleaning kit is composed of:

 

- A microfibre XXL cleaning cloth.

- A cleaning serum for glasses (+ 1 travel format). This serum is refillable for life in-store!

- A screwdriver, to adjust and tighten your frame yourself.

 

To clean your lenses, add one drop of our serum solution on the inside of each lens and use our microfiber cloth in a circular motion to spread the solution across each lens. Repeat the same procedure on the outside of each lens.

 

Alternatively, you can use a gentle soap, nevertheless make sure it does not contain abrasive chemicals as these can harm your lens coating.

 

If you choose to use a gentle soap, please use a microfiber cloth and avoid using paper towels, dish towels or your clothing to wipe your lenses. These can sometimes cause micro-scratches on your lenses.

 

Good habits to follow:

 

  • When not worn, always store your glasses in their case to keep them protected.
  • Never leave them exposed to a direct source of heat, as this could cause the lens coating to peel.
  • Avoid placing your glasses on your head, as they can misshape over time.