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FAQs

  • COVID-19 PANDEMIC AND EYE PROTECTION

    Learn more.

    • -CAN COVID-19 TRANSMIT THROUGH EYES?

      Current research, which is still evolving, shows that the chance of spreading the virus through the eyes is possible, but rare. Studies found only a small amount of virus in tears of infected individuals. That said, in alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.

    • - DO GLASSES HELP PROTECT AGAINST COVID-19?

      While glasses may potentially provide some protection from COVID-19, that protection is limited to the shielded area of the eye. The virus can still reach your eyes from the exposed sides, tops and bottoms of your glasses. In alignment with the Centers for Disease Control and Prevention (CDC), you should take all necessary precautions to avoid touching your eyes.

    • - WHAT’S THE PLAN IN ORDER TO ASSIST STORE ASSOCIATES AND EMPLOYEES?

      Because taking care of our employees is our primary focus at a time like this, all Sunglass Hut employees will be made whole on their paychecks over the next two weeks despite the store closures.

    • - HOW SHOULD I CLEAN MY GLASSES IN THIS PERIOD?

      COVID-19 is thought to remain on some materials for hours or days. For this reason, it’s advisable to regularly clean your glasses. A standard hand soap or glasses cleaning spray that contains detergent should be effective at removing potentially harmful microbes. Using antibacterial products such as hand sanitizer or household cleaning spray to clean your glasses is not recommended. This is because they probably contain alcohol or chemicals that could damage the lens surface of your glasses.

    • -WHAT CAN I DO ABOUT INCREASED SCREEN TIME STRAINING MY EYES?

      There are many studies that associate prolonged computer use with eye strain and discomfort. Ocular surface dryness (due to infrequent blinking) can result in symptoms. To minimize this, you should follow the 20-20-20 rule: take a break every 20 minutes and look at an object 20 feet away for at least 20 seconds. You can also change your computer display brightness, increase font size and minimize glare with proper lighting.

  • PLACING & TRACKING ORDERS

    Get the scoop on payment methods, promotion codes, order history and more.

    • - DO YOU HAVE A CATALOG?

      Our website is essentially an online catalogue. You can browse by brand or search for specific styles. If you can’t find what you are looking for on SunglassHut.com one of our stores may stock the frame you need. You can find their contact details here

    • - WHEN WILL I BE CHARGED FOR MY ORDER

      Once you place your order the amount will appear as pending in your account. You’ll be charged for your order as soon as it dispatches from our fulfillment center.

    • - HOW DO I USE PROMOTION CODES OR COUPONS?

      You can redeem a promo code at the bottom left of the Shopping Bag before proceeding with the checkout process. If you need more instructions or have additional questions, simply give us a call at 0800 975 0791 Monday to Friday 10AM-16PM.

    • - I AM HAVING ISSUES ADDING MY PROMOCODE. CAN YOU HELP?

      Make sure there are no spaces left before or after the code and that the specific terms and conditions apply. If you need more instructions or have additional questions, simply give us a call at 0800 975 0791 Monday to Friday 10AM- 16PM.

    • - HOW DO I TRACK THE STATUS OF MY ORDER?

      When your order ships from our fulfilment centre, you’ll receive an email confirmation with your UPS tracking number. We recommend you to check this tracking number on UPS.com and to contact them directly if there are any issues with the delivery.

    • - HOW DO I FIND MY ORDER NUMBER?

      Your order number will be displayed on screen after the order has been placed successfully. You will also receive a confirmation e-mail that will contain your order details.

    • - HOW LONG WIL IT TAKE FOR ME TO RECEIVE MY ORDER?

      The estimated delivery date of all orders placed on our website is 2-3 business days (Monday to Friday, excluding holidays), as we ship from Italy. Please be aware we are unable to deliver to hotels, PO boxes, military addresses or addresses in the Channel Islands.

    • - CAN I PURCHASE ON SUNGLASSHUT.COM/UK AND PAY LATER OR IN THREE INSTALLMENTS?

      Yes, of course you can! You can use Klarna payment method at the checkout.

    • - CAN I CHANGE OR CANCEL MY EXISTING ORDER?

      To change or cancel an order you recently submitted, please simply give us a call at 0800 975 0791 Monday to Friday 10AM-16PM as soon as possible and we will do our best to accommodate your request. However, please be aware that as our system is designed to fulfil orders very quickly, after the first hour we cannot guarantee that it will be possible to cancel or change the order once it has entered the shipping process.

    • - CAN I ORDER BY PHONE, EMAIL OR FAX?

      We have a team of fashion-forward representatives ready to take your order by phone. To protect your security, we do not accept orders via email or by fax. To place an order, give us a call on 0800 975 0791, Monday to Friday 10AM - 16PM.

    • - HOW DO I PLACE A GROUP OR BULK ORDER?

      First, check out our Corporate and Group Sales page at [LINK]. If you need further assistance on placing a group or bulk order, please contact our customer service team at 0800 975 0791, Monday to Friday 10AM - 16PM.

  • SHIPPING & DELIVERY

    Find out when your order will arrive, as well as delivery methods and express delivery costs.

    • - WHAT DO I DO IF A PRODUCT ARRIVES DAMAGED?

      If the parcel appears to be damaged when the courier attempts to deliver it, we recommend refusing delivery. If an item is damaged when it gets to you, please contact Customer Care immediately (damaged items must be reported within 14 days of receipt) so that one of our agents can investigate and provide you with an appropriate solution.

    • - WHAT DO I DO IF MY ORDER IS INCORRECT OR MISSING AN ITEM?

      Check your order as soon as it arrives to make sure everything you ordered is there. If your order is incorrect or an item is missing, please contact us immediately. We'll investigate the cause and work with you to resolve the issue. After 14 days of the delivery date, we do not accept responsibility for missing items. If you have questions about your order, just give us a call on 0800 975 0791, Monday to Friday 10AM – 16PM.

    • - HOW MUCH DO YOU CHARGE FOR SHIPPING?

      We offer free delivery on all orders made on our website.

    • - CAN I RE-ROUTE A SHIPPED PACKAGE TO ANOTHER ADDRESS?

      If you need to make a change to your shipping address after the parcel has already been shipped, we recommend contacting the courier directly quoting your tracking information. If you need help with this, please give us a call on 0800 975 0791, Monday to Friday 10AM – 16PM.

    • - CAN I EXCHANGE AN ITEM PURCHASED ONLINE?

      To exchange an item purchased from sunglasshut.com please take the item, along with proof of purchase, to any UK Sunglass Hut store. You have 30 days from the original date of purchase to exchange for another item. You will also need to bring your original method of payment with you. Sunglasshut.com do not currently have an online exchange procedure, however, you are able to return your product for a full refund within 30 days and place a new order for an alternate item.

    • - CAN I RETURN A GIFT THAT WAS PURCHASED ONLINE?

      You can exchange a gift that was purchased online by visiting one of our UK stores, but a full refund can only be administered to the payment method that was used to purchase the gift. Sunglasshut.com do not currently have an online exchange procedure, however, you are able to return your product for a full refund within 30 days, but please note that the refund will be applied to the original payment method.

    • - WHAT IS THE STATUS OF MY RETURN?

      Once you have taken your return package to a UPS Drop Off Point, or it has been collected by a UPS driver, you are able to track your package by going to www.ups.com and use the tracking code provided on your return label. Return package takes approximately 5 working days to reach our Returns facility in Italy, and refunds are usually processed within 15 working days of being received.

    • - HOW DO I MAKE A RETURN?

      At Sunglass Hut, returns are easy. You can return online purchases in a store, or by shipping them to our After Sales Centre using our Free UPS Return Shipping.

    • -CAN I BUY ONLINE BUT PICK UP MY SUNGLASSES IN A STORE?

      Absolutely! Sunglass Hut now offers a “Click and Collect” service. Once you have added items to your basket, head to the cart page and select the tab ‘Pick up in Store’ and enter a location of your choice from where to pick up your order within 2 hours (or 4-5 business days* according to store stock availability).
      Even better, the Collect in Store service in completely free.

  • RETURNS & REPLACEMENTS

    Read all the fine print and learn how to return, replace or exchange an order the easy way.

    • RETURN BY POST FOR FREE

      Repackage your item(s) in the original packaging including any documentation, accessories and manuals received with the product, making sure to include the proof of purchase delivered in the original order (the one in the black envelope) and filling the ‘Return Reason Form’ section (Quantity and Reason).

      You will need a new UPS return label. Request it to our Customer Service, by email (customer.care@uk.sunglasshut.com) or by phone ( 0800 975 0791 Mon-Fri 10AM-7PM), providing the original order number and confirming your original shipping address.

      To meet your needs, we provide three alternative options for returning your order back to our e-commerce After Sales Centre:

      • BOOK A PICK-UP AT YOUR PLACE: call UPS on 03457 877 877 to book a free pick-up to any address in UK;
      • USE UPS DROP OFF POINT: take your return package to one of UPS Drop Off Points in UK (www.ups.com/dropoff?loc=en_GB) where they will take care of everything for you;
      • RETURN IN STORE: Purchases made on Sunglasshut.com/uk are refundable/exchangeable within a Sunglass Hut store location with the only exception of Sunglass Hut online collaborations, Oliver Peoples and customized orders;

      Alternatively, if you don't want to use UPS to return your order, you can organize a return with another carrier to the following address:

      Sunglass Hut After Sales Centre
      Parkway, Cross Point Business Park,
      Coventry, West Midlands, CV2 2SYUNITED KINGDOM

      In this case, you'll be responsible for paying delivery costs. Please note that we cannot accept responsibility for orders that are not received.

      It usually takes 5-10 for your order to reach our After Sales Centre, plus one day to be processed. Remember, your package needs to be post-marked on or vefore 30 days after your purchase for a refund.business days to process your return once it's received at our Customer Care Centre. Remember, your package needs to be post-marked on or before 30 days after your purchase for a refund. Refunds will be issued in the same form as your original payment method.

      Please note that store purchases may not be returned by post and must be returned to a store.

    • - IF I PURCHASE DURING BLACK FRIDAY/CYBER MONDAY, CAN I STILL RETURN? HOW LONG DO I HAVE TO DO IT?

      Yes, this year we will extend our return period specifically for the orders purchased during Black Friday and Cyber Monday. You will have 45 days from receipt to return an item for a refund or an identical replacement pair of glasses. Please see the relevant section of the Returns policy for more information.

      The above information does not apply to engraved products, because these have been customised specifically for you.

      Customised products may, however, be returned if defects are identified upon receipt. (See the relevant section of the Returns policy for more information).

    • - WHAT IS YOUR RETURN POLICY FOR PRODUCTS ORDERED ONLINE?

      30-Day Returns Policy

      We created our policy so that if you're not completely satisfied with your purchase, you can easily return it. All you need to do is contact Customer Care, quoting your order number and one of our agents will process your return and email you a free UPS shipping label. Returns made within 30 days of purchase qualify for a full refund or replacement. Refunds will be issued back to the original payment method. Please note that we cannot accept returns for customised items, except in the rare case that a product is faulty.

      Sunglass Replacement Discount

      If you break your sunglasses within 12 months of your purchase, our Sunglass Hut Replacement Discount lets you replace them with the same, or if unavailable, an equivalent pair with a discount to the value of 50% of your original purchase. This discount may only be used once and may not be combined with other discounts or promotions. It does not apply to loss or theft, and you must present your proof of purchase and the damaged product. This scheme may only be redeemed in store (excluding outlets, concessions and airports). Please note Maui Jim products are not eligible for this program. For more information please visit https://www.sunglasshut.com/uk/returns

      Defective Products

      Your SunglassHut.com purchase is covered against manufacturing defects for a warranty period of 24 months from the date of purchase. If you wish to make a warranty claim, please contact Customer Care letting us know the brand of your sunglasses, and we shall let you know the procedure.

    • - HOW DOES THE SUNGLASS HUT REPLACEMENT DISCOUNT WORK?

      We know that accidents happen and that shouldn't mean you can't enjoy your new sunglasses. If damage does occur, bring your frames into store and we'll give you an identical pair with a discount to the value of 50% of your original purchase.
      You can enjoy this offer anytime up to 12 months after purchase for sunglasses purchased at a Sunglass Hut store (excluding outlets) in the UK or www.sunglasshut.com/uk
      FOLLOW 3 SIMPLE STEPS
      Step 1
      Return your damaged sunglasses to any Sunglass Hut UK store (excluding outlets, concessions and airports)
      Step 2
      Provide your receipt/order confirmation as proof of purchase
      Step 3
      Exchange the broken sunglasses for a brand new pair receiving a discount of 50% of the original purchase price.

  • SUNGLASS CARE

    Read what the experts recommend for keeping your sunglasses in top condition.

    • - HOW SHOULD I CARE FOR MY SUNGLASSES?

      Keeping your sunglasses clean will help them - and you - look great and perform well. However, premium sunglasses and especially their lenses require careful treatment. Improper care can damage lenses, resulting in scratches or haziness, which in turn may cause eyestrain. So, the best way to clean your sunglasses is by gently rubbing them with a lens cleaning cloth and a liquid cleaner specifically designed for eyewear lenses, or with a pre-moistened lens towelette. It's also a good idea to occasionally bring them into a Sunglass Hut store for a complimentary in-store cleaning and adjustment. Find a store near you at https://www.sunglasshut.com/uk/trends/sghstores To avoid damage, never clean your sunglasses with paper towels or clothing, which can grind dust and fibres into lenses and leave scratches. Also avoid using household detergents or soaps. While a few mild soaps don't harm lenses, today's extra strength soaps are powerful enough to slowly disintegrate lens coatings. Glass cleaners especially are highly corrosive and can damage your lenses quickly. They are not designed for use on the non-glass lens materials used in sunglasses. While none of these products will do immediate apparent damage to your senses, over time and with repetition, the damage will become visible.

    • - WHAT IF I NEED MY SUNGLASSES ADJUSTED?

      Keep your sunglasses in top condition by using our complimentary in-store cleaning and adjustment services. Find a store near you at www.sunglasshut.com/uk/trends/sghstores

    • - HOW DO I FIND MY FRAME SIZE?

      For the great majority of people, more than 90% of our customers, Standard Size offers the correct fit.

  • GIFT CARDS

    Read everything you need to know about Sunglass Hut gift cards.

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