Helpcenter

For in-store delivery: We will send you an email as soon as your order is dispatched from our Lab in France.

You will then be contacted via email and text as soon as your order is ready to be collected in Store.

For home delivery: You will receive regular updates from our Fedex or Colissimo couriers as soon as your order is dispatched from our Lab.

For some in-store orders, meant for home delivery, they will first be shipped to the Store for assembly and then re-directed to your address.

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 logging in your account using the email address that served your 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 and your pupillary distance. Kindly send them to wecare-uk@jimmyfairly.com. For UK and US customers this is compulsory and a legal requirement.
• 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.
• Canceled : The order has been canceled
• Completed: For gift cards

This means that your parcel is currently in transit with the currier: Colissimo for EU customers and 

 FedEx for non-EU customers

You should have been contacted via email with the tracking number. If not contact us at wecare-uk@jimmyfairly.com

Please email us at wecare-uk@jimmyfairly.com We will get back to you as soon as possible.

For EU customers: Your parcel will be shipped with Colissimo and then handed to your local currier. Please count 3-4 working days from the dispatch date.

For non-EU customers: Your parcel will be shipped with FedEx. Please count 2-3 working days from the dispatch date.

The delivery address can only be changed once the item has been dispatched from our Lab in France.

You will be notified via email of the dispatch and the currier will also contact you privately in this regard. You can reply to their email and request the change of address then.

If your order is lost or blocked, please contact us at wecare-uk@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 our customer service at wecare-uk@jimmyfairly.com.We will get back to you as soon as possible with further instructions.

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

If your parcel is being handled by Colissimo:  The driver should leave the parcel in your mailbox or must leave 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.

Shipping fees will have to be paid upon purchase for home delivery. The amount to pay for the shipping fees will depend upon the country of delivery. 

The cost of what is paid for in store or online corresponds to the shipping fees, and not the customs fees. 

Our shipping fees never include customs fees. 

Customs fees are separate and are to be paid upon arrival of the parcel in your home country. 

If your order is to be delivered to a country where we do not have physical stores in, therefore other than in France, Belgium, UK, Italy, Germany, Spain and US, you will most likely have to pay customs fees.

The amount you will have to pay for customs fees is solely dependent on each country and its regulations, therefore we are unable to inform you of the exact amount you will have to pay beforehand. 

Jimmy Fairly will not refund the customs fees paid to release your order from customs in any case.

All our glasses are covered against any accidental or non-repairable damage within the first year from the date of purchase:
Your frames and lenses are covered by our JF Warranty. You can get a replacement pair for £50.

• Can be used once only within the first year.
  
   
• Does not cover theft or loss.
  
   
• The replacement will be like-for-like (same prescription, lenses treatment and frame as the original order)

In case of a manufacturing defect within the first year from the date of purchase, your frames and lenses are covered by our JF Warranty. We’ll replace your pair free of charge with an identical model (if available), or an equivalent of the same value.

We do not offer replacement parts for our frames, but we are only able to replace the full product.

For in-store orders: Please visit us as soon as possible, we’ll be happy to assist you.

For online orders: Please email wecare-uk@jimmyfairly.com.

Unfortunately our JF warranty does not work with loss or theft.

If you wish to re-order the glasses that you lost, please visit us in Store or re-order through our website. You can find all details about your previous glasses under your Jimmy Fairly account, accessible through our website.

If you have any questions, feel free to contact us at wecare-uk@jimmyfairly.com. 

If you experience any discomfort with your prescription lenses within one month from the date of collection/delivery, you will be covered and under our Adaptation Policy Period, and we’ll replace your lenses free of charge.

In-store orders: Please visit us directly, and we’ll be happy to assist. An eye test may be required.

 

Online orders: Please email us at wecare-uk@jimmyfairly.com.

 

If you experience discomfort, the recheck and replacement lenses will be free of charge within the first month from the collection/ delivery of the glasses, it then costs £50 for the next 3 months.

After the fourth month from the collection/ delivery date, the replacement cost will be applied in full. At this point, unfortunately the Adaptation Policy Period no longer applies, and we will not be able to replace your lenses free of charge.

If you experience any discomfort with your prescription lenses within four months from the date of collection/delivery, you will be covered and under our Adaptation Policy Period, and we’ll replace your lenses free of charge.

Please visit us directly, and we’ll be happy to assist. An eye test may be required.
 

If you experience discomfort within four months from the date of collection/delivery, the recheck and replacement lenses will be free of charge. 

After the fourth month from the collection/ delivery date, the replacement cost will be applied in full. At this point, unfortunately the Adaptation Policy Period no longer applies, and we will not be able to replace your lenses free of charge.

Please visit us directly in store without an appointment. Our Staff will adjust and fit your glasses in just a couple of minutes and it is free. You can go back at any time in the future too, if the glasses fit is altered a bit due to wear and tear.

If you do not have a JF Store near you: Please contact us at wecare-uk@jimmyfairly.com 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.

Please note that we are not allowed to adjust and fit glasses that are not from our brand.

For personalised* sunglasses or eyeglasses, we do not accept refunds or exchanges. If you have any adaptation issues, please have a look at the relevant section in our FAQs.

For non-personalised 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 only in the country where the purchase was originally made. Exchanges cannot be processed via post.

If you are unable to find a replacement upon your attempt to exchange in store, we will credit your Jimmy Fairly account with the same value of the initial purchase to be able to use towards a future in-store purchase.

*Personalised items include eyeglasses and sunglasses with any of the following: Items with any of our prescription packages, blue light filter, photochromic lenses, coloured lenses, polarised lenses or any items that have undergone any customisation.

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

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, you can either visit us in Store and our Team will help you exchange your order, or you can return the order for a full refund via post to then re-purchase the preferred one on our website or in Store.

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

*Please note that returns from Germany are charged at €5 per piece of equipment and accessories. 

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, you can either visit us in Store and our Team will help you exchange your order, or you can return the order for a full refund via post to then re-purchase the preferred one on our website or in Store.

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.

Your health insurance may cover eye care. 

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

Prior to the purchase, please ask our team to write your home address as billing address on your invoice, 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.

If your insurance company or place of work offers vouchers, unfortunately, as a private practice, we will not be able to accept them.

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”.

If you purchased a pair of prescription glasses after your eye-test, 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” 

If you did not purchase prescription glasses after your eye-test, feel free to email us at wecare-uk@jimmyfairly.com. 

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” 

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”

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

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-uk@jimmyfairly.com

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 with your prescription and daily needs.

Please take into account that 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 offered on our website and will be able to select upon your preferences and needs. Please note that our Stores might offer more products than our website (types of lenses, thinning, photochromic treatment, lens colours, etc.)

The price will show in your cart prior to checkout.

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 +/- 14 for in-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 only for in-store purchases and not on our website, 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 polarised. 

Our Polarised 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 +/- 14 for in-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. They are not available for purchase online.

This depends on the regulations of the country where you are ordering from, both for online and in-store purchases:

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 valid prescription within the recall/ expiry date

Your prescription will need to include the below in order to legally proceed with your order:

- 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.

In the US : 

No, we will need a valid prescription within the recall/ expiry date

Your prescription will need to include the below in order to legally proceed with your order:

- 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.

This depends on each country where our stores are located.

In France and Belgium:

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 Italy and Germany:

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

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

Our eye tests are free for charge.

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 £25 (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.

If you are unable to find a response to your inquiry please email us at wecare-uk@jimmyfairly.com   We will get back to you as soon as possible.

We suggest visiting the faceguide on our website to find the most suitable frame.

For any other concern finding your pair, please email us at wecare-uk@jimmyfairly.com 

We will get back to you as soon as possible.

It is indeed. 

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

The pupillary distance, (abbreviated as PD) is a measurement taken to make sure we centre your prescription lenses perfectly.

We measure the pupil distances that correspond to:

The distance between the centre of your nose and your right pupil. 

The distance between the centre of your nose and your left pupil.

These distances are usually between 20 and 40 millimetres and are really important as they guarantee optimal comfort.

• 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 (see picture below).

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-uk@jimmyfairly.com 

We will get back to you as soon as possible.

For in-store purchases: 

We accept payments by Cash, Apple Pay, American Express, Visa, Mastercard, Store Credit and Jimmy Fairly gift cards (*1). Unfortunately we do not accept remote methods of payment.

For online purchases:

We accept direct payments on our website by American Express, Visa, Mastercard, PayPal and Jimmy Fairly gift cards (*1). Unfortunately we do not accept remote methods of payment (i.e. via call).

(*1) Gift cards purchased in our UK stores or in GBP currency will only be of use in our UK stores or under GBP currency online orders.

      Gift cards purchased in any store outside the UK or in € will only be of use in stores outside the UK or under € currency online orders.