Helpcenter

For both in-store and online purchases: 

If your order contains one or several accessories and one or several prescription frames, it will be shipped within 3 to 14 working days.

If your order contains one or several accessories only And/or one or several non-prescription frames, it will be shipped within 3 to 7 working days.

If your order contains one or several prescription frames, it will be shipped within 3 to 14 working days.

Kindly note, if your order contains multiple items, it can be dispatched in different parcels.

Please email us at wecare-uk@jimmyfairly.com or WhatsApp. 

We will get back to you as soon as possible. 

If your parcel is being handled by Fedex:  The driver must have left a paper door tag, or you should have received a text message enabling you to re-organize a new delivery date.

If your parcel is being handled by Colissimo:  The driver must have left the parcel in your mailbox or must have left a paper door tag with instructions to retrieve your parcel at the closest post office. 

If your parcel is being delivered to our store: Our team will keep it safe until you come for collection.

If your order is lost or blocked, please contact us at wecare@jimmyfairly.com and our team will take over.

If your order shows as returned to the shipper but you have not yet received an email from us to advise you of this, please email us with the following delivery details:

- Order number

- Name + last name

- Street name and building number (apartment number if needed):

- Postal code:

- City:

- Country:

- Phone number: 

We will get back to you as soon as possible with further instructions.

This could very well be that your order is still in the hands of our couriers: Fedex or Colissimo.

You will receive both an email and a text message from our corresponding courier with a tracking number to follow your parcel.

Both your in-store and online orders are merged on a single customer account, directly accessible through our website.

You can access the status of your order by entering the email address used upon purchase. 

Once inside your account, you can view the status under the tab “My account - My orders”

The following status updates are possible for your order, please read below for their explanation:

• Pending documents: We require your prescription image file as well as your pupillary distance. 
• Validation by an optician: Where your documents are reviewed by our opticians. 
• Manufacturing : The order is being manufactured in our Parisian workshop.
• Ready to ship : The order is packaged and will be shipped within 48 hours.
• Out for delivery : The order left our workshop and has been handed over to our courier.
• Delivered/Finished : The order has arrived to the address of your choice (store or home delivery)
• Collected : The order has been collected from our store
• Returned : The order has been returned.
• Cancelled : The order has been cancelled

Si vous ne trouvez pas de réponse à votre demande, veuillez nous envoyer un courriel à l'adresse wecare@jimmyfairly.com ou un message WhatsApp.

Nous vous répondrons dès que possible.

This depends on each country where our stores are located.

In France, Belgium, Italy and Germany : 

Prescriptions cannot be issued in-store. 

In France, only ophthalmologists are able to issue prescriptions. 

However, please note our in-store opticians can adapt a prescription, as long as it is still valid.

In the UK and Spain : 

Yes, our optometrists can issue a prescription for you in-store.

An appointment is needed for this and can be scheduled via our website.

For every purchase of a frame with us, either online or in-store, we provide an eye test. 

Our eye tests are free if a purchase of a frame is made on the same day in-store, otherwise they are free in UK and €25 (Spain). 

This amount is redeemable on all future UK and Spain in-store orders only, as long as your eye test is still valid.

In the case you purchase online, we will only be able to provide an eye test after the purchase has been placed. 

Please give your latest order number to our store teams before your eye test as not to be charged for it.

This depends on each country where our stores our located. 

In France, Italy, Spain and Belgium : 

Yes, you can place an order without the need of a prescription.

Please note you will be required to have a valid prescription if you plan on getting a reimbursement from your health insurance provider.

In the UK : 

No, we will need a prescription.

As long as your prescription file includes the below and is not expired, we will be able to accept it:

- Location of the eye test

- Date of the eye test

- Recall date or time

- Your name, address and date of birth

- Optometrist name and signature.

Please note, you will be required to have a valid prescription if you plan on getting a reimbursement from your health insurance provider.

In the US : 

In order to comply with the laws in force in the United States, we cannot deliver prescriptions lenses and frames in the United States.
But don't panic, our frames are universal and can be viewed in any optician.

If you are to order online the same rules apply for the countries above.

If you order online from any other country we deliver in, we do require a prescription. 

We offer the following eyeglass lenses depending on your prescription:

→ Single Vision prescription lenses: For either near or distance vision, to help with myopia, astigmatism or hypermetropia.

Note, the maximum we will be able to dispense a prescription for is (+/- 10 for store purchases) and (+/- 4 for online orders)

→ Varifocal prescription lenses: For both near and distance vision in your frames. 

Varifocal prescription orders are only available for in-store purchases, as further requirements and assistance by our experts is needed.

Additional treatments such as blue light filter, anti-reflective, anti-scratching anti-dirt or thinning are also available depending on your prescription and daily needs. 

Our sunglasses lenses provide UV 400 protection, meaning they block between 99-100% of UV light from your eyes. 

Both our sunglass prescription or non-prescription lenses in solid brown, green or grey are category 3.

Our non-solid or light coloured lenses will be category 2 or 1

The lens category simply denotes the darkness of sunglasses lenses and does not mean they are polarized. 

Our Polarized treatment: Eliminates 99,9% of dazzling reflections.

Single Vision prescription lenses: For either near or distance vision.

Note, the maximum we will be able to dispense a prescription for is (+/- 10 for store purchases) and (+/- 6 for online orders)

Varifocal prescription lenses: For both near and distance vision in your frames. 

Varifocal prescription orders are only available for in-store purchases, as further requirements and assistance by our experts is needed.

Additional treatments such as anti-scratching, anti-reflective, anti-dirt or thinning are also available depending on your prescription and daily needs. 

Information about our items such as in-store availability, dimensions and details can be found under each specific item on our website. 

To find out about our manufacturing process, please see the “guidebook” section on our webpage. 

If you are not able to find an answer to an inquiry, please email us at wecare@jimmyfairly.com or WhatsApp.

Nous vous conseillons de consulter le guide des visages sur notre site Internet pour trouver la monture la plus adaptée.

Pour toute autre question concernant la recherche de votre paire, veuillez nous envoyer un e-mail à wecare@jimmyfairly.com ou un message WhatsApp. Nous vous répondrons dans les plus brefs délais.

It is indeed. 

These measurements guarantee optimal comfort ensuring the correction on your lenses is centered. 

• For in-store purchases : 

Our teams will measure your PD directly upon placing your order.

• For online purchases : 

Please add your PD when instructed to upon placing your order on our website.

If you have your latest prescription, refer to the acronym “PD” which is followed by 2 numbers, both being between 20 mm and 40 mm. This is your pupillary distance!

If your PD is not on your latest prescription, or you are unsure, please follow the instructions below after you place your order : 

1) Put a ruler horizontally across your forehead.

2) Take a selfie, looking straight at the lens of the camera.

3) Send us this photo using the form below, specifying your order number.

We will calculate your PD for you and add this information to your order. 

If you still have doubts, please email us at wecare@jimmyfairly.com 

We will get back to you as soon as possible.

L'écart pupillaire est une mesure prise pour s'assurer que le centrage de vos verres correcteurs est parfait.

Nous mesurons les écarts pupillaires qui correspondent à :

• La distance entre le centre de votre nez et votre pupille droite.
• La distance entre le centre de votre nez et votre pupille gauche.

Ces écarts sont généralement compris entre 20 et 40 millimètres et sont très importants car ils garantissent un confort optimal.

Getting a quote in store

Our store teams are available to create your quote without the need of an appointment.

We will take into account the most suitable frame in accordance to your prescription and daily needs.

Please take into account an appointment will be required if you plan on getting an eye test done upon your visit.

Pricing inquiries via our website 

Please select the frame of your choice and simulate an online order. 

You will be presented with all the possible lens coatings and will be able to select your preferences and needs.

The final price will be displayed at the cart.

Pour les achats en boutique : 

Nous acceptons les paiements en espèces, Apple Pay, American Express, Visa, Mastercard, crédit magasin et cartes cadeaux Jimmy Fairly (*1).

Pour les achats en ligne :

Nous acceptons les paiements par American Express, Visa, Mastercard, PayPal et les cartes cadeaux Jimmy Fairly (*1)

(*1) Les cartes cadeaux achetées dans nos magasins au Royaume-Uni ou en GBP ne seront utilisables que dans nos magasins au Royaume-Uni ou pour les commandes en ligne en GBP.

Les cartes cadeaux achetées dans un magasin en dehors du Royaume-Uni ou en € ne seront utilisables que dans les magasins en dehors du Royaume-Uni ou pour les commandes en ligne en €.

Please email us at wecare@jimmyfairly.com or WhatsApp with the following information :

Name
Last name
Phone number
Store/day and approximate time of purchase

We will do our best to retrieve the email associated with your Jimmy Fairly account.

Upon an in-store or online purchase, a Jimmy Fairly account is created using your email address that served to purchase.

If you have not purchased with us yet but plan on doing so, you can have our store teams create an account for you or create it yourself via our website.

To activate your account and access your orders, invoices, prescriptions, and quotes via our website please go on our website and enter your designated email under “My account”.

You can easily download documents such as your invoice, quote or prescription by:

- Looking into your order confirmation email titled “Thank you for your order” 

- Accessing your customer account via our website. 

You can activate it with the email used upon purchase.

Once inside your account, you can download the document under “My account - My orders - More infos” 

You can easily download documents such as your invoice, quote or prescription by:

- Looking into your order confirmation email titled “Thank you for your order” 

- Accessing your customer account via our website. 

You can activate it with the email used upon purchase.

Once inside your account, you can download the document under “My account - My orders - More infos” 

Please email us at wecare@jimmyfairly.com or WhatsApp. 

We will get back to you as soon as possible. 

For both in-store and online purchases: 

→ If possible, please come by any of our stores :  Our store teams will be able to assist you and find a solution. 

→ In the case you are not close to any of our stores: Please contact us at wecare-uk@jimmyfairly.com or WhatsApp and provide us with an explanation on your discomfort and a picture of your frame. We will get back to you as soon as possible.

If your frame is still under our JF warranty, we will do our best to replace it.

For both in-store and online purchases: 

→If possible, please come by any of our stores: Our optometrists will assist by verifying the prescription on your lenses and find a solution. 

→ In the case you are not close to any of our stores: Please contact us at wecare-uk@jimmyfairly.com or WhatsApp explaining your discomfort.

Please note : In case of discomfort with your prescription lenses after one month from the date of collection / delivery we might be able to change your lenses for free.

For an order with original in-store delivery: Please contact us at wecare@jimmyfairly.com or WhatsApp. 

For an order with original home delivery: Please contact Fedex or Colissimo upon receiving an email from them with your shipment details.

For both in-store and online purchases: We regret to inform you that once an order is placed both in-store and online, we are unable to make changes. 

If your order was placed in-store: Please come visit us as soon as possible and we will process an exchange 

If your order was placed via our website: Please email us at wecare-uk@jimmyfairly.com or WhatsApp. 

In case of discomfort with your prescription lenses after one month from the date of collection/delivery 

In case of discomfort with your prescription lenses after one month from the date of collection / delivery we might be able to change your lenses for free.

If your order was placed in-store: Please come visit us directly, and we will assist you.

If your order was placed via our website: Please email us at wecare@jimmyfairly.com 

In case of non-repairable/accidental damage, throughout the first year following the date of purchase 

Your frames and lenses are covered by our JF warranty.

Our JF warranty will enable you to only have to pay £50 for a replacement*

* This is valid once only throughout the first year following the date of purchase and does not cover theft or loss.

If your order was placed in-store: Please come visit us directly and we will assist you.

If your order was placed via our website: Please email us at wecare@jimmyfairly.com 

In case of manufacturing issues, throughout the first year following the date of purchase

Your frames and lenses are covered by our JF warranty.

We will replace your pair for free with an identical model when possible, or an equivalent of the same price of the initial purchase.

If your order was placed in-store: Please come visit us directly, and we will assist you.

If your order was placed via our website: Please email us at wecare@jimmyfairly.com 

For online orders delivered to EU countries:

For online orders delivered to EU countries, we accept returns for a refund on any of our items, however we do not offer exchanges. 

You have 30 days from when you receive your order to either send it back or drop it off at one of our stores. Items returned must be in new condition and in their original packaging to be accepted.

If you were interested in an alternative item, as we do not offer exchanges for online orders, a refund would be processed once we receive your items and a new order would have to be placed either in store or via our website.

If you wish to send your order back to us, please use the return portal on our website to obtain your free return label.

HOLIDAY SEASON NEWS 🎄

For orders placed after November 15th the return period will be extended until January 31st.

For online orders delivered to NON - EU countries: 

For online orders delivered to NON - EU countries, please email us at: wecare@jimmyfairly.com 

We will provide you with a free return label if returning from the UK.

Returns from the US or Canada will be a €10 charge.

Returns from any other country are not possible.

You have 30 days from when you receive your order to either send it back or drop it off at one of our stores (in the UK).  Items returned must be in new condition and in their original packaging to be accepted.

If you were interested in an alternative item, as we do not offer exchanges for online orders, a refund would be processed once we receive your items/s and a new order would have to be placed either in store or via our website.

For in-store orders: 

For in-store orders, our policy differs slightly to online purchases:

For personalized* sunglasses or eyeglasses, we do not accept refunds or exchanges as these items are made to order.

For non-personalized sunglasses, eyeglasses or accessories, we do not accept refunds. Nevertheless, we gladly accept exchanges within 30 days from the date of purchase, if the item/s are returned in new condition to any of our stores within the country of purchase. Exchanges cannot be processed via post.

If you are unable to find a pair or accessory that suits you upon your attempt to exchange in store, we will credit your store account with the same value of the initial purchase to be able to use towards a future purchase.

*Personalized items include eyeglasses and sunglasses with any of the following: 

Items with any of our prescription packages, blue light filter, photochromic lenses, coloured lenses, polarized lenses or any items that have undergone a made to order process.

Your health insurance may cover eye care. 

Before you purchase frames with us, it is best to check with your insurance provider whether these would be covered for reimbursement. This is completely dependent upon your insurer and the policy you hold.

Prior to purchase, please ask our teams to write your address on the invoice under the billing address, as your insurance company will request this.

Do not hesitate to visit in-store or email us if you are missing any documents to claim your reimbursement.