My order
When you place an order online, we will send you an order confirmation to your email address. Don’t forget to check your spam folder. If you still can’t locate it, please contact our Customer Care team who will help you.
Please contact Customer Care as soon as you discover that your order is not as you expected.
If you received a damaged/faulty product please send a picture of the product showing the issue and forward your receipt and/or online order number. If you bought your item(s) in store, please visit the store you bought it from where our in-store team can help solve your issue.
Once your order has been placed, we cannot amend or cancel your order. If your order is eligible for a return, you can send it back to us. Please refer to our Returns section for full conditions.
If your order is shipping to an incorrect address, please contact Customer Care right away.
You can find out if your local Jimmy Fairly store has the product you’re looking for! Visit the product page, and to the right of the image press the button saying “Notify me” and enter your email address. An email will then be sent as soon as the product or size is available.
Shipping & delivery
IN-STORE ORDER
Deliver to Store: you will receive an email as soon as your order is available for collection.
Home Delivery: you will be informed by email once your order is shipped by our carrier.
ONLINE ORDER
You will be informed by email once your order is shipped by our carrier.
Orders placed between Monday and Thursday before noon: We ship same day, with estimated next day delivery by 1pm.
Orders placed on Friday before noon: We ship same day, with estimated delivery on the following Monday by 1pm.
Orders placed between Friday afternoon and Sunday: We ship on the next working day, with expected delivery the following Tuesday by 1pm.
For orders placed after midday, add 1 extra day for delivery. Ordering from Corsica? Please add 1 extra day for estimated delivery.
| Zone | Delivery method | Carrier | Fees | Average time after shipping |
|---|---|---|---|---|
| France and international | Standard at home | Colissimo | France : Free International : £8 to £30 |
France : 48h (working days) International : 3 to 10 (working days) |
| International (except France) |
Express at home | Fedex | £10 to £45* depending on the country | 2 to 5 working days, depending on the country |
| France and Europe | Pick-up point | Colissimo Relais | France: Free Europe : £4 to £9* depending on the country |
4 working days |
For orders containing a pair of prescription glasses or sunglasses, and/or several accessories:
Your prescription glasses are made to order in our workshop in Ile de France, which takes 3-7 days.
If you have ordered multiple products, to cut down our environmental footprint we only ship your order once all items are ready.
For shipping times, please see above (and add 3-7 days for prescription products).
Colissimo: The delivery driver will leave the package in your mailbox if possible, otherwise they will leave a delivery slip so that you can go and get it the next day in your post office (it will be available there to collect for 15 days).
Fedex and TNT: The delivery driver will leave a delivery slip or send you a SMS/email which will allow you to schedule a new delivery on the date of your choice, organise a delivery to a collection point, or to specify your contact information or the address in case there is an error with your details.
Jimmy tip: You can also have your order delivered to your workplace if you are afraid of not being present when the package is being delivered. To do this, simply specify your name and your company's name & address in the shipping address.
If your package appears to be lost or blocked, please contact Customer Care who will investigate.
If your order has been returned to us, and you have not yet received our email to notify you of this, please write to us as soon as possible confirming your delivery details (name, address, telephone number, email and order number).
We will then send you a confirmation that your request has been taken into account, along with an updated tracking number.
| Country | Express Inter - Fedex | Express Inter | Classic - Colissimo | Conventional delay | Relay - Colissimo | Relais parcel period | |
| Albania | £20 | 2 | £15 | 6 | / | / | |
| Algeria | £20 | 3 | £15 | 4 | / | / | |
| Austria | £10 | 1 | / | £8 | 4 | ||
| Belgium | FREE | 1 | FREE | 3 | FREE | 4 | |
| Brazil | £40 | 3 | £30 | 4 | / | / | |
| Bulgaria | £20 | 3 | £15 | 5 | / | / | |
| Canada | £20 | 3 | / | / | / | / | |
| Chile | £40 | 3 | £30 | 6 | / | / | |
| China | £40 | 3 | £20 | 5 | / | / | |
| Colombia | £40 | 3 | £30 | 6 | / | / | |
| Costa Rica | £40 | 3 | £30 | 7 | / | / | |
| Croatia | £20 | 1 | £15 | 4 | / | / | |
| Cyprus | £30 | 3 | £15 | 5 | / | / | |
| Czech Republic | £20 | 1 | £10 | 4 | / | / | |
| Denmark | £10 | 1 | / | / | £9 | 4 | |
| Egypt | £20 | 3 | / | / | / | / | |
| Estonia | £20 | 1 | £10 | 6 | £9 | 4 | |
| Finland | £10 | 1 | / | / | / | / | |
| France | / | / | FREE | 2 | FREE | / | |
| French Polynesia | £45 | 3 | / | / | / | / | |
| Macedonia | £20 | 3 | £15 | 6 | / | / | |
| Germany | £10 | 1 | £8 | 3 | £6,5 | 4 | |
| Greece | £20 | 1 | £15 | 5 | / | / | |
| Guadeloupe | £45 | 3 | £15 | 9 | / | / | |
| Guinea | £45 | 3 | £30 | 8 | / | / | |
| Guyana | £40 | 3 | £30 | 11 | / | / | |
| Haiti | £40 | 3 | £30 | 6 | / | / | |
| Hong Kong | £45 | 3 | £20 | 5 | / | / | |
| Hungary | £20 | 3 | £10 | 5 | £9 | 4 | |
| Iceland | £20 | 3 | £15 | 4 | / | / | |
| India | £20 | 3 | / | / | / | / | |
| Indonesia | £45 | 3 | / | / | / | / | |
| Ireland | £15 | 2 | £10 | 4 | / | / | |
| Israel | £30 | 3 | £20 | 6 | / | / | |
| Italy | £15 | 1 | £10 | 3 | / | / | |
| Japan | £40 | 3 | £20 | 5 | / | / | |
| Latvia | £20 | 1 | £10 | 6 | £9 | 4 | |
| Lebanon | £20 | 3 | / | / | / | / | |
| Lithuania | £20 | 1 | £10 | 5 | £9 | 4 | |
| Luxembourg | £10 | 1 | £8 | 3 | £6,5 | 4 | |
| Malta | £20 | 2 | £15 | 4 | / | / | |
| Martinique | £45 | 3 | £15 | 9 | / | / | |
| Reunion Island | £45 | 3 | £15 | 11 | / | / | |
| Mexico | £40 | 3 | £30 | 7 | / | / | |
| Monaco | / | / | FREE | 2 | / | / | |
| Morocco | £30 | 3 | £15 | 4 | / | / | |
| Netherlands | £10 | 1 | £8 | 3 | / | / | |
| New Caledonia | £45 | 3 | / | / | / | / | |
| Norway | £20 | 2 | £15 | 6 | / | / | |
| Peru | £40 | 3 | £30 | 5 | / | / | |
| Poland | £15 | 1 | £10 | 5 | £9 | 4 | |
| Portugal | £15 | 1 | £10 | 4 | / | / | |
| Romania | £25 | 3 | £15 | 4 | / | / | |
| Saint Barthelemy | £45 | 3 | £15 | 9 | / | / | |
| Saint-Martin | £45 | 3 | £15 | 9 | / | / | |
| Serbia | £25 | 3 | £15 | 4 | / | / | |
| Singapore | £40 | 3 | £20 | 5 | / | / | |
| Slovakia | £20 | 1 | £10 | 4 | £9 | 4 | |
| Slovenia | £15 | 1 | £10 | 5 | / | / | |
| South Africa | £40 | 3 | £30 | 6 | / | / | |
| South Korea | £45 | 3 | / | / | / | / | |
| Spain | £15 | 1 | £10 | 3 | £8 | 4 | |
| Sweden | £15 | 1 | £10 | 4 | / | / | |
| Swiss | £30 | 2 | £10 | 3 | / | / | |
| Tunisia | £20 | 2 | £15 | 4 | / | / | |
| United Kingdom | £20 | 2 | £10 | 3 | / | / | |
| United Arab Emirates | £20 | 3 | / | / | / | / | |
| United States | £15 | 3 | / | / | / | / | |
| Wallis and futuna | £45 | 3 | / | / | / | / |
Great news! We take care of all customs fees for our customers in the UK.
Returns
For online orders in the UK, we accept products in new condition in their original packaging attached for a full refund or credit note.
For orders placed on our site, free returns for 30 days in the European Union and the United Kingdom.
United States (US) / Canada (CA): returns are at the rate of 10€
No returns possible for other countries
You have 30 days from when you receive your order to send back your return. Your refund will be credited to the original form of payment used to make the purchase. Please note that all personalised products, for example, prescription glasses are non-returnable.
Please pack your order safely in its original packaging, and email us at Customer Care requesting a return with your order number and personal details. If approved, we will email you a free returns label.
You cannot return online purchases in-store.
At Jimmy Fairly we monitor returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.
For in-store orders in the UK, as you have tried on the glasses in person our policy differs slightly to online purchases.
For non-personalised sunglasses or eyeglasses, we will happily exchange them for another pair within 30 days if they are in as new condition.
You have 30 days from when you placed your order to bring back your return. Your return will be credited to a gift card for future use, or you can exchange on the same day for a different product of the same value. Please note that all personalised products, for example, prescription and polarised glasses are non-returnable. This policy is offered in addition to your legal rights.
At Jimmy Fairly we monitor returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone.
For any further questions you may have, please contact us by email at:
wecare-uk@jimmyfairly.com
Warranty
Our warranty policy lasts one year.
Your Jimmy Fairly glasses are guaranteed for 1 year for manufacturing issues. We will replace your pair for an identical model where possible, or an equivalent depending on stock available, for free.
Our warranty policy also covers your new frames for 1 year in cases of accidental damage that is not repairable by the in-store team. 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: This warranty does not cover: theft or deliberate damage.
The best thing to do if you have any questions is to come in store and the team will look after you.
We sure do! With ‘Jimmy Fairly Care’, your glasses receive an additional year's warranty under the same conditions as above. When purchasing Jimmy Fairly Care, you are adding warranty protection to one product only. It is available at the same time you place an order, and you can also choose to add it on at a later date, but no later than 60 days after purchase. The extended warranty applies from the original date of purchase of your product.
If you have any questions or concerns please contact our Customer Care team, or come and see us in-store.
Eye tests & prescriptions
You can visit our booking page here.
Our eye tests are free if a purchase is made on the same day, otherwise they are £25. This £25 is redeemable on all future orders with no time limit.
We do not charge for cancellations but we kindly ask that you cancel within 24 hours of your slot.
Our eye tests take 30 minutes only...the same length of time as an episode from your favourite series. Because we know your time is precious.
Every year. Looking more than just your vision, our eye tests examine your general health and can even identify early signs of illnesses such as diabetes. So, they're not to be missed!
If you already wear glasses, bring them with you. If you wear contacts, please remove them before the test.
Soft lenses: 30 min before
Hard lenses: 12 hours before
We only test if your prescription is less than +/-10 dioptre.
Whilst we'd love to see you leave with a pair of glasses, we understand that may not be possible. If not, our doors are always open if you fancy a pair in the future.
We only book private eye tests; we do not provide them through the NHS.
We do not provide eye exams for under 18-year-olds.
We offer a selection of prescriptions from single vision to varifocal. If your correction is more than +/- 6.00 come and see us in-store where our opticians will help you choose a new frame. If you are ordering online, please note that we only offer single vision prescriptions online.
The pupillary distance is a measurement of the space between your two pupils.
To make sure we centre your lenses perfectly, we measure the half pupil distances that correspond to the distance between the centre of your nose and the centre of your pupils. This distance is usually between 20 and 40mm. This measurement is really important as it guarantees optimal comfort.
Here are two simple methods we recommend:
Method 1 - If you have your latest prescription, refer to the acronym “PD” which is followed by a number between 20mm and 40mm. This is your pupillary distance!
Method 2 - If you don’t have a prescription you can refer back to, simply checkout your order through our website, leaving the pupillary distance field blank.
Our Customer Care Team will contact you and request the following:
Send us a photo of yourself by email with a ruler on your forehead, following the rules below:
a. Make sure the image quality is sharp so we can make out the millimetres of the ruler.
b. It is important to fix your vision on a far point straight ahead of you.
If you have any questions, or need further help, do not hesitate to send us an email at wecare-uk@jimmyfairly.com.
JIMMY FAIRLY STORES
Our full store directory with addresses & opening hours can be found here.