Customer services and terms and conditions

We hope you are happy with your order, but WWSY are always on hand if any issues

Terms and Conditions

For our full terms and conditions, please scroll down to find the required information

Returning an order:

We Will Spec You is dedicated to ensuring you are completely happy with
your purchase. If, however, you are not, or any issue with your recent
order arises, then we are here to help resolve it as quickly as
possible. For any technical issue(s) with the glasses, why not contact
our support team who will endeavour to resolve your issue? If we cannot
help, or you are not satisfied with your purchase, we ask that you
return the glasses using the original wrapping and protective envelope.
All return details and information about your order will be available
online at: wewillspecyou.com/my-orders. From here, you can select the
order(s) and complete the return process. For any assistance or advice,
please do not hesitate to call or e-mail our support staff.

Aftercare:

Should you wish to discuss your order or for any technical advice
regarding your recent purchase please call or schedule a call back.
Alternatively you can e-mail: myorder@wewillspecyou.com
One of our opticians will be available to assist you.

For sales advice please e-mail: help@wewillspecyou.com

Important information for returns

You may return, exchange or receive a refund on your glasses if, for
any reason, you are unhappy with them, provided the following conditions
are met:

• You Contact us within seven days after they have been despatched (30 days for varifocals) by us.
• The returned glasses need to reach us within 30 days of our original
dispatch date. Returns must be authorised by one of our team first,
before you send them.
• Returns must be in their original condition
and with all accessories included in your package (e.g. cases and
cloths). They must still have all tags attached.
• At the time of
purchase, you were not advised, either by our opticians or by
information on the website, that your original order was inappropriate
for your needs.
• Any free item e.g. A second free pair of spectacles, must be returned with purchased item.

When you do return a product, we recommend that you obtain proof of
postage from the Post Office as we are unable to take responsibility for
packages lost in the post. Your statutory rights in relation to returns
and refunds are not affected.

The Legal stuff

Keeping us all right

How long do I have to return the glasses?
You have 7 days to return your glasses (from the day your glasses were dispatched to you see order summary for details). Please note that lenses, other than free lenses, are not refundable as are bespoke non-refundable items.

You must include:
Please note that your order reference number, when contacting our support team, can be found on the online invoice and order summary. We also send a copy, by e-mail, to the address provided, during the order process.

Refunds
Refunds will be issued within 30 days of our receipt of them. Providing our returns criteria are met.
Once I’ve returned my glasses, how do I know when you’ve received them?
After returning your glasses, (we always recommend recorded delivery) our team will check to ensure the glasses have been returned in the best of condition and all parts, wipes and protective pouches etc, are included in the package. We will notify you by e-mail to confirm receipt and advise you of any issues, or give notification of refund(s).
We do not take responsibility for the method of return of items. Consequently, we recommend that you use Royal Mail recorded delivery.
What if my glasses need adjusting after I receive them?
Our qualified opticians are on hand to help with any technical issues or to advise on adjustments to your glasses. Simply contact us by telephone or e-mail.

Delivery Times
We always strive to ensure our orders are processed and dispatched as quickly as possible. PLEASE NOTE that more complex orders will require additional time to complete. Our confirmation e-mail will explain this in more detail. Our opticians and Lab technicians are careful and methodical so we can ensure glasses are prepared to your precise spec. We will inform you with updates on your order and a confirmation e-mail will be sent once the glasses are ready for dispatch.

Courier:
We have chosen Royal Mail for our delivery method. Once you have received the final e-mail, you will be allocated your unique reference code from Royal Mail, where you can track the order and delivery information. If you have not received your order within 5 working days (after e-mail confirmation of dispatch) please contact our customer service team. Please note we do NOT have international delivery set up at this stage.

Delivery Costs:
Standard First class (UK only) £3.95 NON-REFUNDABLE. Free return information is available online at wewillspecyou.com/returns

I received my glasses and they are damaged
In the rare event that you receive your purchase(s) damaged and not in perfect condition, please do not hesitate to contact us. For speed and convenience, we may ask you if it is possible to take a picture to assist with establishing the problem.

How to get your prescription
After consultation with an optician, you are well within your rights to ask for a copy of the prescription to take away with you. Important information about your prescription
Our primary focus is eye healthcare so we know the importance of regular eye examinations. Please see our Expert tips & amp; information. Your prescription must NOT be more than two years old. If you are unsure or need help with your prescription, contact us for any assistance. Is my prescription too strong?
What prescription limits do you have?
The following limitations are in place, regarding the prescriptions:
• The combined SPH and CYL is greater than +/-8.00
• The CYL is over +/-4.00
• If there is more than 5.00D difference between each eye
• If the total horizontal prism is over 8.00D or the total vertical prism is over 4.00D.
PLEASE Note that certain orders will not be able to be completed if any of the above criteria is met or exceeded. You will be notified of this during the process.

Purchasing your glasses
You can pay for your glasses using a credit/debit card: VISA, VISA Electron, Switch, Solo, Maestro, Mastercard). We also accept payment via Pay Pal.

Is my payment secure?
Yes the payment is secure; we use WorldPay which is the largest payment providers. They handle the security and sensitive data for peace of mind.

Privacy & Cookie Policy Snapshot
We use cookies on this website, in accordance with UK data protection. This is to make the site more appropriate to our customers and to help with their experience. Any information collected is stored securely and never released to third party companies. For a full explanation please click here.

Did my order go through
Once you have completed your order, our Confirmation page should load automatically. Also, a confirmation e-mail will be sent to the provided e-mail address. Please check junk/spam folder in case it has gone into that!

Our guide
We are fully qualified opticians and lab technicians. We know exactly what to look for and how to understand the prescription form. However, this is not always the case for patients - it can look very complex without that training. To ensure you have submitted the prescription 100% error free, we have the following guidelines to assist:
• Either enter the information on our system, or take a clear picture and send the file. • Please note that the picture must be clear with no reflection/glare or out of focus/missing parts of the form. • If we have any problems with the prescription form, our customer support team will call or e-mail to explain the situation. • See Examples:

Do you accept and or provide Gift vouchers
Yes to both. WeWillSpecYou.com accepts OUR vouchers and can provide digital vouchers as gift ideas. See gift ideas for more information.

Authorising your order
All orders are reviewed by our qualified opticians. If there is any problem or issue with the order or prescription, we will contact you, as soon as possible, to advise. We believe that this should be carried out by healthcare professionals at ALL times.

I can’t access the website
If, in the very rare event our website is down due to technical issues, you can call us on…….in order to discuss an existing order or for sales enquiries.

I signed up for your newsletter and gift options
If you are happy to receive our monthly newsletter and, to be in with a chance of winning “Just the Look” glasses amongst other fantastic prizes throughout the year, please add your e-mail address in the footer section of the website. Also, when ordering, you will be asked if you would like to receive our newsletter.

Making Adjustments to your glasses
Whilst we do our very best to ensure the most accurate fit for your glasses, some slight adjustments may be needed for some customers. For “Our Expert” guidance please click here.
Alternatively, you may consider taking your glasses to your local opticians, who may charge a small fee to make any necessary amendments.

Gift Vouchers
I would like to purchase a gift voucher online then simply complete the gift voucher section. Gift vouchers and any discount codes can be used during the purchase process.
Picking the right style and colour of glasses can be a difficult choice, especially with so many frames and options available today. Why not narrow it down to a few, or use our Virtual Mirror to give you an idea of how they will look on? Please note that this is not a 100% reflection of how the glasses will sit and exact position etc. This is essentially a tool to advise and give an idea as to how a customer may look. It’s great fun!! Why not share your ideas of new glasses with friends and family. It’s a great way to get that second or third opinion!

Additional Information
Age Restrictions
To order prescription glasses from wwsy.com, you must be 16 years old or over. You are not purchasing glasses for someone under 16 years of age and that the glasses are for your own use. When you confirm an order with us, you are agreeing to these terms.

Confirmation of Order
No order, in spite of payment having been made, is considered as confirmed until it has been checked by one of our opticians. If any order is deemed inappropriate by one of our opticians, you will receive a full refund.

Availability
With such an extensive range of products, we cannot guarantee that every order can be fulfilled as suppliers sometimes have limited stock or discontinue products at short notice. We expect this to be a rare occurrence. We will give a full refund in the event of this happening.

Pricing
Occasionally there may be a pricing error on our website. In the rare event of this happening we will contact you with the correct price. If you are not happy with the different price, we will refund to you any sums already paid.

Trademark
Please note that wewillspecyou.com is a registered trademark and cannot be used by any other individual or business. Any logo or artwork on our website cannot be used by any other party.