Terms & Conditions
Terms of website use
- Information about glassesframesandlenses.com
2.1 This Site is operated by Glasses Frames and Lenses Online Ltd. ("GFLO") registered in England and Wales under company number 07021664, registered office (and main trading address) is
- Accessing our site
3.1 Access to our site is permitted on a temporary basis and we reserve the right to withdraw or amend the service we provide on our Site, at any time and for any reason, without notice to you. We will not be liable for any reason if the Site is unavailable at any time or for any period.
3.2 From time to time, we may restrict access to some parts of our Site to users who have registered with us. Before you may place an order for the first time for any products advertised on this Site, you must complete a registration. Each registration is for a single user only. Your account details can be updated at any time - see Terms and Conditions of Purchase.
- Reliance on information displayed
4.1 Whilst we endeavour to ensure that the information contained on the Site is current, accurate and up-to-date at the date of publication, we make no guarantees, conditions, representations or warranties made express or implied) as to the reliability, accuracy or completeness of such information. We exclude liability for any direct, indirect or consequential loss or damage arising from the use or any action taken in reliance of any information appearing on the Site. This does not affect our liability for death or personal injury arising from our negligence, nor for fraud or misrepresentation as to a fundamental matter or other liability that cannot by law be excluded.
Terms and conditions relating to the price and availability of products advertised on out Site are available at Terms and Conditions of Purchase. Please read the Terms and Conditions of Purchase carefully.
- Buying goods through our Site
5.1 Contracts for the sale of goods formed through our Site are governed by our Terms and Conditions of Purchase. Please read the Terms and Conditions of Purchase carefully. Please understand that if you do not agree to the Terms and Conditions of Purchase, you will not be able to order products from this Site.
- Privacy and information about you and your visit to our Site
6.1 We process information about you in accordance with our Privacy Statement. By using our Site, you consent to such processing and you warrant all personal information provided by you is accurate. Please read our Privacy Statement carefully.
- Intellectual Property Rights Policy
7.1 We are the owners or licencees of all intellectual property rights in our Site and in the material published in it. Those works are protected by copyright and trademark laws and treaties around the world. All such rights are reserved.
7.2 You may not infringe any of the intellectual property rights associated with the manufacturer, design, branding and packaging of any products advertised on the Site nor introduce any modifications to the products supplied by GFL unless you have first obtained a licence in writing from us or our licensors.
7.3 Use of the Site does not constitute a licence to use in any way, any of the registered or unregistered Trademarks owned by, or licenced to, GFL including but not limited to the words and logos 'glassesframesandlenses and or glassesframesandlenses.com' and any of the brands advertised on the Site.
7.4 You are permitted to download and print extracts from the Site for your own personal, non-commercial, use. Any other use of the Site including the reproduction, modification, distribution, transmission, republication, display or performance of the content of the Site without prior written consent from Glasses Frames and Lenses Ltd is strictly prohibited.
7.5 You may not create and/or publish your own brand database that features substantial parts of the Site without the prior written permission of Glasses Frames and Lenses Online Ltd.
- Rules for use of the content
8.1 You may not in any way commercially exploit any content obtained from the Site without the express written permission of Glasses Frames and Lenses Online Ltd and must abide by the trademark, copyright and other proprietary restrictions and licenses displayed on the Site.
- Viruses, hacking and other offences
9.1 You must not misuse our Site by knowingly introducing viruses, Trojans, worms, logic bombs, corrupted data or other material which is malicious or technically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to out Site. You must not attack our Site via a 'denial-of-service' attack.
9.2 By breaching the aforementioned clause, you would commit an offence and we will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them.
9.3 We will not be liable for any loss or damaged caused by a distributed denial-of-service attack, viruses or other harmful material that may affect your computer equipment, computer programs, data or other proprietary material due to our use of our Site or to your downloading of any material posted on it or on any Site linked to it.
- Linking to our Site
10.1 You may link to our home page, provided you do so in a way which is fair and legal and does not damage our reputation or take advantage of it. Such linking must comply with our Intellectual Property Policy set out above. You must not establish a link in any such way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link where your website contains content that is distasteful, offensive or controversial, infringes the intellectual property rights or other rights of any person or otherwise does not comply with all applicable laws and regulations.
10.2 You must not establish a link from any website that is not owned by you.
10.3 Our Site must not be framed on any other website.
10.4 You may not create a link to any part of our Site except for the home page.
10.5 We reserve the right to withdraw linking permission, for any reason and at any time, without notice to you.
- Links from our Site
11.1 Where our Site contains links to other websites and resources provided by third parties , these links are provided for your information only. The existence of a link to another website does not imply express endorsement of its provider, product or service by us. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them or your reliance on content contained by them.
- Changes to the Site
- Disclaimers and Limitation of Liability
14.1 You agree that this Site, including the content, is provided free of charge. GFL will not be liable to you or any person for any loss or damage of any kind which may arise from the unauthorised use of the Site and the use of any information contained within it.
14.2 The Site is intended for use within the United Kingdom . GFL make no representation that any product referred to on this Site is appropriate for use, or available, outside the United Kingdom. Those who choose to access this Site from outside of the United Kingdom are responsible for compliance within local laws to the extent that local laws are applicable.
14.4 GFL does not limit or restrict its liability for fraudulent misrepresentation or death or personal injury should it arise from the negligence of Glasses Frames and Lenses Limited, its directors, employees, affiliates, or other representatives or for any liability that cannot by law be excluded.
14.5 GFL will use their reasonable endeavours to ensure that the Site is fully operational. Due to the nature of the Internet, GFL cannot guarantee that the Site will be free from delays, interruptions or errors.
16.2 The Site is provided "as is" and GFLO excludes all warranties, conditions and representations of any kind to the fullest extent permissible by law and does not guarantee the accuracy and completeness of he Site or any information or content or that it is free of defects or viruses.
- Jurisdiction and applicable law
Last updated 10th July 2019
Terms and Conditions of Purchase
Please read these Terms and Conditions of Purchase carefully as they set out the terms under which GFL makes all products advertised on this Site available to you.
Please read these Terms and Conditions of Purchase carefully before ordering any products from this Site. You should understand that by ordering any of our products, you agree to be bound by these Terms and Conditions of Purchase. You should print a copy of these Terms and Conditions of Purchase for future reference.
- General Provisions
1.1 These Terms and Conditions of Purchase which include the Returns Policy, are applicable to any purchases made online at www.glassesframesandlenses.com, ("Site"). The services provided under the Site are supplied by Glasses Frames and Lenses Online Ltd. ("GFLO").
1.2 By placing orders through this Site you are offering to contract with GFLO for the supply of healthcare products (including prescription glasses, sunglasses, accessories and related products, (also described in these terms and conditions as "goods" or "products")). Full details of the party with whom you are contracting will appear in the confirmation of receipt of your order.
- Placing an order & acceptance of an order
2.1 The display of any items or promotions on this Site shall be construed as an advertisement and not as an offer. You will be making an offer to buy, which is subject to these terms and conditions, when you complete the on-line order form. If your offer is accepted by GFLO this will result in a binding contract between you and us.
2.2 When you have submitted the order form you will receive an email from us acknowledging that we have received your order and confirming the details of your order and your order number. Your offer to purchase a product is accepted by GFLO when your prescription has been verified and you have received an e-mail confirmation that the goods have been dispatched. The Contract will relate only to those products whose dispatch we have confirmed in the email confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate email confirmation.
- Payment will be processed after receipt of your order but prior to dispatch.
3.1 GFLO may not be bound by its acceptance of your offer if there is an error in any advertisement or representation made by GFLO associated with it, including, but not limited to, any pricing error on the Site. In such event, we will inform you as soon as possible after receiving your order and give you an option to cancel your order.
3.2 As your order is processed you will be informed by e-mail or telephone if any of the products ordered are not available or if there is a problem with your order.
3.3 If any goods ordered are not available, with your approval GFLO may offer you substitute products of equivalent quality and price. If GFLO is unable to offer substitutes or you do not agree to accept such substitutes GFLO shall reimburse your payment within 10 days of the date GFLO receives your order (see Returns Policy). The Contract will only relate to those products whose dispatch we have confirmed in the email confirmation. We will not be obliged to supply any other products which may have been part of your order until the dispatch of such products has been confirmed in a separate email confirmation.
You can view the status of your order in the Your Account section of the Site.
3.4 Orders can be accepted from residents in the United Kingdom for delivery in the United Kingdom. This includes the Channel Islands and Isle of Man. Orders can also be accepted and dispatched to Europe and Rest of world. Please refer the dropdown box upon checkout for a full list of availble countries.
- Your Account
4.1 The Your Account facility enables you to check the status of your current order and to place future orders on the Site without re-registering your details each time.
4.2 When you first register on the Site as a customer you will be required to complete an online registration form. The details you provide can be updated at Your Account at any time.
4.3 You are responsible for the security and proper use of your password and must take all reasonable steps to ensure that the password is kept confidential.
4.4 GFLO is responsible for keeping your data and personal information, including payment information secure under GDPR, PSC2 and PCI data compliance acts.
5.1 Payment will be processed after receipt of your order but prior to dispatch.
5.2 The prices stated on the Website are inclusive of VAT (where payable) but exclude delivery charges. Any delivery charges will be displayed on the order form. The price of any product will be as quoted except in cases of obvious error. Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you an email confirmation.
5.3 Our Site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product's correct price is less than our stated price, we will charge the lower amount when dispatching the product to you and reimburse you the difference. If a product's correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.
5.4 We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an email confirmation.
5.5 We process payment by credit or debit card once you place an order with us. Your credit/debit card details will be encrypted to minimise the risk of unauthorised access or disclosure and are secure under GDPR, PSC2 and PCI regulations
- Your Obligations
6.1 By placing an order you are confirming that:
you have a valid current glasses prescription issued by a registered optician or ophthalmic medical practitioner for the glasses which you are ordering;
the data you provide to GFLO concerning the condition of your eyes corresponds to the data found on your current prescription.
you consent to us contacting your optician or ophthalmic medical practitioner to verify your prescription, and that if the verified details do not match those provided by you, we will be unable to complete the sale to you until you undergo an eye test with an optician or ophthalmic medical practitioner. If, for any reason, you do not wish to undergo an eye test, you may cancel the order.
you know of no reason why the prescription glasses which you are ordering would not be appropriate for you.
you are not experiencing any discomfort with the prescription glasses you are currently prescribed to wear.
the order placed through this Site represents a request for prescription glasses by you, which fulfills the needs of you yourself and no other person.
you are aged 18 years or over.
you are legally capable of entering into binding contracts.
6.2 The status of your order may be viewed on the Site using the 'Your Account' section by using your order number.
6.3 Delivery of prescription glasses and prescription sunglasses , non-prescription glasses, accessories and other products will be made to the address specified by you on your order as soon as possible by standard mail services or as otherwise specified in your order.
6.4 We aim to dispatch all products within 14 working days of the date of your order, subject to validation of your prescription, and for varifocal wearers subject to receipt of your photograph/varifocal glasses as instructed. Please note we do not guarantee the availability of products or dispatch times. Subject to delays outside GFLO control, the overall delivery period should not exceed 30 days.
See Returns Policy.
- Risk During Transport
7.1 GFLO shall not bear the risk of any damage to or theft or loss of products during transport to the delivery address where a receipt of postage is held and the customer has selected to have their order posted via 'standard royal mail delivery'. A tracking facility is ONLY available when a customer selects 'signed for' or 'special delivery'. It is therefore ALWAYS recommended that this option is selected if your order is of a high value or you have designer frames. Should there be a requirement for goods ordered to be insured; this can only be achieved via 'Special Next Day Delivery'. This request should therefore be made at the time of ordering when selecting the options for your delivery methods. On a 'reglaze' service, goods received by 'signed for' delivery will not be returned via the same method unless this has been selected the when chosing your delivery method.
7.2 Should a customer return an item to GFLO that has been incorrectly dispensed or for any other agreed reason, return postage will be undertaken via standard royal mail delivery unless otherwise expressly agreed. A proof of postage will always be obtained from the post office. In the event of a loss via Royal Mail where proof of postage is held, GFLO will use their discression regarding how to proceed. In the event of replacement frames being agreed by GFLO, GFLO will ALWAYS source new frames. No reimbursement will be made directly to the customer under any circumstances. Should a particular frame no longer be available, a substitute frame will be agreed and sourced to the same agreed value, but not necessarily the original purchase price.
- Warranty (Manufacturers)
8.1 GFLO warrants that the products to be delivered comply with the agreement between GFLO and you and with your prescription (for prescription glasses/sunglasses) ("Warranty"). However, GFLO may not be held responsible if your eyes do not tolerate any glasses, or any related products ordered by you.
8.2 If it becomes evident within 30 days of delivery that the products you have ordered fail to meet the Warranty you should return them immediately to GFLO. Please refer to the Returns Policy. You may request that GFLO replace the products concerned (to the same specification/prescription at its cost (including delivery) instead of issuing a refund.
8.3 The Warranty will not apply if a defect has arisen due to any improper use by you of the products or if you or a third party without GFLO's written permission, modified them or attempted to modify them or used them for purposes for which they are not intended.
8.4 The Warranty does not affect your common law or statutory rights.
8.5 For non tolerance policy please refer 14.1a of the returns policy.
- Cancellation Right
10.1 If you have placed an order and prior to the order going into production for the manufacture of prescription lenses you wish to cancel your order, please phone us on 01400 282028 and email [email protected] so that we may cancel and reimburse in full your order.
10.2 If your order has already gone into production, we shall reimburse all costs, excluding lens costs.
10.3 Reimbursements will be made within 30 days of the cancellation of your order.
- Retention of Title
11.1 GFLO remains the owner of any products delivered to you until the moment at which the purchase price has been paid in full and no right of cancellation remains available to you under paragraph 10.1.
12.1 Subject to Clause 12.5, any liability of GFLO (whether in contract, tort or otherwise) resulting from the delivery of defective products or late delivery of products will be limited to direct foreseen damages up to the amount of the price paid for the items concerned. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
Liability for indirect damages or consequential loss however arising is excluded to the extent permitted by law.
12.2 Subject to Clause 13, any delay in the delivery of products will not entitle you to terminate the order unless the delay exceeds 90 days.
12.3 Without prejudice to the provisions set out above, GFLO will not be liable in the event that the damage was caused by any intentional act or omission or gross negligence by you or your improper use of the products delivered to you.
12.4 Where our Site contains links to other websites and resources provided by third parties, these links are provided for your information only. The existence of a link to another website does not imply or express endorsement of its provider, product or services by us. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them or your reliance on content contained in them.
- Force Majeure
13.1 Neither GFLO nor you will be obliged to fulfill any contractual obligation if either of us is prevented from so doing due to a circumstance outside our respective control including but not limited to postal strikes, electrical failure, transport interruption, strikes, lock-outs or other industrial action, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war, or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility of the use of public or private telecommunications networks, the acts, decrees, legislation, regulations or restrictions of any government etc. ("Force Majeure"). For the purposes of any Agreement and in addition to the above definition and any cases implied by law, Force Majeure will be defined as any and all external causes, whether foreseen or unforeseen, which are beyond GFLO's control, but as a consequence of which GFLO is unable to fulfill its obligations.
13.2 While a Force Majeure continues to operate, GFLO and you may suspend their respective obligations under any Agreement. If this period of suspension lasts over 2 months, either party will be entitled to treat any order accepted by GFLO as terminated without further obligation to the other.
13.3 If GFLO has already fulfilled its obligations under any Agreement in part when the Force Majeure occurs, GFLO will be entitled to charge you for that fulfilled part.
13.4 Once a Force Majeure is operating if you have paid for a product yet to be dispatched to you, GFLO shall return to you the amount paid.
- Returns Policy
14.1 GFLO will issue a full refund (except postage costs) or replacement of goods in all instances where:
prescription glasses/sunglasses lenses are supplied to the wrong prescription/specification and we have had opportunity to rectify this problem. See Warranty in Clause 8.1.
products are supplied damaged.
products ordered by you (and which are confirmed by GFLO as available) either within 21 days of the dispatch date do not arrive at the delivery address, so long as the customer selected a 'signed for' delivery method.
products you have ordered are returned to GFLO as undeliverable by the postal service.
14.1a Varifocal lens non tolerance warranty
GFLO will issue a partial refund for glasses that are returned whereby varifocal lenses have been manufactured and are deemed as 'non tolerant' by GFLO for the customer.
The refund will only be applied to the cost of the varifocal lens, and not the glasses purchased as these cannot be resold. Nor will postal costs be refunded.
In all instances of non tolerance, GFLO must first be given the opportunity to re-manufacture the lenses, to either more suitable heights and pupilary distances, if this is deemed to be the problem causing the non tolerance, or to a different manufacturer of varifocal lens.
A refund or replacement will be issued to you following receipt by GFLO of the returned goods in their original state of dispatch and in good working order. Such refund or replacement will be provided within 30 days of the date the returned goods are received.
Non tolerance is deemed to be the exceptionaly rare circumstances whereby a persons eyes cannot tolerate and comfortably adjust to their varifocal lens(es). The varifocal lenses must be worn for significant periods, for up to 7 working days, before a 'non tolerance' can be deemed as the cause of the problems pertaining to the vision. Where a customer opts to go for a higher specification of lens, the customer will only pay the difference in price between the original lens and the new lens. Where a customer reverts to a lesser specification of lens, a refund for the difference cannot be provided as lens manufacturers do not provide refunds to GFLO under a none-tolerance guarantee.
14.2 All returns (except undelivered items): you should contact us to request a returns reference and the relevant returns address.
14.3 Please note that all returns are to be returned with all component parts intact within 30 days of you receiving the goods. Please note the implications of Clause 14.6 that will apply for late returns.
14.4 If goods are returned to GFLO as undelivered, you will be contacted by email for confirmation of the delivery address. If no reply is received within a reasonable period and in any event within 30 days of the receipt by GFLO of the goods, then a refund will be made within 30 days of that date.
14.5 GFLO will not pay the postal charge for goods returned under this Returns Policy.
14.6 GFLO may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods or for failure to return the goods within the times specified in Clause 14.6.
14.7 Refunds will be limited to the maximum value of the original order minus any costs for lenses, cut edge and fitting and glazing costs in instances where goods supplied have fulfilled a customers original order, and excluding delivery charges. Refunds will only be issued against the same payment details as supplied to pay for the goods. GFLO reserves the right to proportionately reduce the level of the refund if only some of the original quantity of products is returned, or if it is clear that some of the products have been misused.
14.8 Please note under our 100% guarantee policy, if you change your mind regarding your frame choice and your lenses fall outside the standard 1.5 index single vision material, we will apply a charge against new lenses as they will need to be re-manufactured to the correct blank size for the new frame. As we are charged by the lab for these new lenses, this charge must also be levied to our customers who change their mind on their frame choice once received.
14.9 Nothing within these Terms and Conditions of Purchase affect your statutory rights.
- Intellectual Property Rights
15.1 You may not use any of the Intellectual Property Rights in the Site or in our products without express written consent of Glasses Frames and Lenses Online Ltd. See our Intellectual Property Rights Policy in Terms of Website Use which applies to all trademarks and copyright material.
- Changes to the Terms and Conditions of Purchase
16.1 GFLO reserves the right to revise and make changes to these Terms and Conditions of Purchase from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities. You will be subject to the Terms and Conditions of Purchase in force at the time that you order goods from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if it becomes clear that a particular set of circumstances is not clarified by our current terms and conditions, or if we notify you of the change to those policies or these terms and conditions before we send you the email confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the products).
17.1 If you breach these Terms and Conditions of Purchase or if we fail to insist upon strict performance of any of your obligations under the Contract and we take no action, we will still be entitled to use our rights and remedies in any other situation when you breach them and this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.
17.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.
17.3 No waiver by us of any of these Terms and Conditions of Purchase shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing.
18.1 If any of these Terms and Conditions of Purchase is deemed by any competent authority invalid, void or for any reason unenforceable to any extent, that term, condition or provision will be deemed severable from the remaining terms and conditions and will not affect the validity and enforceability of any remaining terms and conditions.
- Written Communications
19.1 Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
19.2 All notices given by you to us must be given to Glasses Frames and Lenses Online Customers Service using our contact form, or by email to [email protected] We may give notice to you at either the e-mail or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified e-mail address of the addressee.
- Transfer of Rights and Obligations
20.1 The Contract between you and us is binding on you and us and on our respective successors and assigns.
20.2 You may not transfer, assign, charge or otherwise dispose of the Contract, or any of your rights or obligations arising under it, without our prior written consent.
20.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
- Entire Agreement
21.1 These Terms and Conditions of Purchase together with any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.~
21.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.
21.3 Neither of us shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any Contract (unless such untrue statement was made fraudulently) and the other party's only remedy shall be for breach of contract as provided in these terms and conditions.
- Jurisdiction and applicable law
22.1 The Terms and Conditions of Purchase and the Contract shall be construed in accordance with English law. Any dispute arising from, or related to the Terms and Conditions of Purchase or the Contract shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
- Contacting us
If you have any comments or concerns about material which appears on our Site, please contact us here or e-mail [email protected]
Last updated 10th July 2019
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