Info: shipping, payments and returns

IS MY PAYMENT SECURE

The short answer is yes. Very.

Safe payments are processed by our third party payments processing partners SagePay and PayPal.  For enhance safety we do not hold or can access your credit card details.

 

HOW LONG IS GONG TO TAKE TO RECEIVE MY ORDER 

Dispatch time (typically 1 working day) + Delivery time (see below)

 

SHIPPING COSTS AND DELIVERY TIMES

Shipping is free for the vast majority of our customers, but it depends on the value of your order, your location and your choice of service. You will be able to see this at checkout. See also guidelines below.

  • DELIVERIES TO THE UK
We offer free deliveries in the UK. Typical delivery time: 3-4 working days.
If you are in a bit of a hurry we also offer the option for  "Express24" ParcelForce delivery at an additional cost.

In both cases you will receive a tracking number when the order is shipped.

  •  SHIPPING TO THE EU AREA
Most EU destinations are now eligible for free postal delivery for orders above certain value. Shipping options are displayed at check out.
Delivery time varies from country to country, typically five working days on average, but for some places (eg Greece) it could take up to nine working days.
Faster express deliveries are also offered using DHL or ParcelForce. Typical delivery time is two working days.
In both cases you will receive a tracking number when the order is shipped.
  • SHIPPING ELSEWHERE (OUT OF THE EU AREA)
With DHL or for some destinations ParcelForce. Typical delivery time is two working days. Some destinations may take a bit longer. We will let you know if that is the case.
Shipping costs are displayed at check out. You will receive a tracking number when the order is shipped. 

 

TAXES

  • 20% VAT rate aplicable to all purchases with delivery to a EU country.
  • VAT free: orders to non-EU countries are VAT free.  The 20% VAT rate will be excluded at check out when you choose the destination country.  Note that orders may well be subject to duties and taxes when they enter your country.  The delivery service supplier will handle the collection of any applicable local duties and taxes when the items are delivered. We cannot be responsible for any duties or taxes for shippments out of the EU.

RETURNS

  • Can I return my glasses ?

Of course you can. We operate under the UK Distance Selling regulation. Please read further to see how it works.

  • How to make a return

Please send your returned items to the following address:

HighEnd Glasses Ltd.

The Generator Business Centre

95 Miles road,

Mitcham

CR4 3FH

UK

Before returning an item, please email us to hello@jo-oh.co.uk  with the following details:

    • your details: name, email, telephone and order number.
    • the reason for the return.
    • If faulty, what is the fault.
    • If you would like an exchange, a replacement or a refund. 

Any products must be returned within ten working days and be in the same condition as we send them out to you. If there is a delay, please contact us. We subsidise the cost of shipping the items to you, so for returns, the cost of sending the items back to us is paid by the customer. For your own peace of mind, we recommend the use of a recorded mail delivery service.

For exchanges, if you need to make an extra payment for your new sunglasses we'll get this arranged for you.  If the replaced item is cheaper we will arrange for the appropriate partial refund.

For returns, full refunds are normally done straight away when we received the returned item. The refund will be for the value paid for the item returned, excluding shipping cost, unless otherwise advised by us (e.g. faulty item).

For any question, please email us at hello@jo-oh.co.uk

 

DETAILED RETURNS POLICY 

Cooling period 
You may return any products ordered by you and cancel the agreement without stating any reason for doing so within ten (10) working days following the reception of your order ("the Return Period"). If you return the products you are obliged to comply with the requirements of the Returns Policy set out here. You must return all the products in the same condition as you received them.  Between the date of your election to withdraw and the date the product is returned by you to us you shall bear all risk in keeping the products safe, secure, and free from loss or damage.

Timings and payments 
A refund or replacement will be issued to you within 30 days. If goods are returned as undeliverable, 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 return of the goods, then a refund will be made within 30 days of that date.  Refunds will be limited to the maximum value of the original order, and will only be issued against the same credit or debit card account as supplied to pay for the goods.  We reserve the right to proportionately reduce the level of the refund if it is clear that some of the products have been used. We may refuse to accept future orders from those who have made previous unsubstantiated claims for non-delivery of goods.