Frequently asked questions

My customer account

For both in-store & online orders: Your Jimmy Fairly account is linked to the email address used at checkout.

Planning your first visit? You can sign up on our website now, or let our store team create your account for you when you pop in store. 

Please contact our Customer Care team via email with the following information: name, last name, phone number, store of purchase, day of purchase. We will do our best to retrieve the email associated with your Jimmy Fairly account.

Follow my order

To check your order status, simply log into your account using the email address provided for your purchase. You will find all the details under the “My Orders” tab.

For in-store delivery: You will receive an email as soon as your order is dispatched from our workshop in France, followed by an email and a text as soon as your order is ready for pick-up in store.

For home delivery: You will receive an email as soon as your order is dispatched from our workshop in France, followed by regular updates via email from our local shipping carrier. 

NB: some in-store orders first need to be shipped to the store for assembly, before being re-shipped to your home address.

Please find below the possible status for your order: 

Pending documents: Your prescription file and/or pupillary distance are required to get your order started. Please send them via email: 

Manufacturing: The order is being manufactured in our Parisian Lab.

Ready to ship: The order is packaged and will be shipped within 48 hours.

Out for delivery: The order left our Parisian Lab and has been handed over to our shipping carrier.

Delivered/Finished: The order has been delivered to the selected address (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 only.

Not at all—your order is right on track! Some orders need to transit through the store where the order was made, where our opticians personally fit your custom lenses (shipped from our Parisian Lab) onto the frames reserved for you in-store.

They will then re-ship the order to its final destination (as requested during the purchase). 

Home delivery: You will receive an email with your tracking number as soon as your order is re-shipped to your home address. 

Store delivery: You will receive an email as soon as your order is ready for pickup at your chosen location. 

If you have any doubt, our Customer Care team is here to help—just send us an email.

This means that your parcel is currently in transit with the shipping carrier:

  • EU countries: Colissimo (and then handed over to the local shipping carrier)
  • Non-EU countries: FedEx
  • USA: SpeedX or USPS

You should have received your tracking number via email. If not, please contact our Customer Care team via email.

Manufacturing, delivery and shipping

All our orders are dispatched from our workshop in France. We strive to process your order as quickly as possible. 

For both in-store and online orders:

  • If you order contains only non-personalised items*: please consider up to 3 days for production at our French Lab before dispatch.
  • If your order contains at least one personalised item**: up to 15 working days for production at our French Lab before dispatch.

*Non-personalised items include sunglasses, eyeglasses and accessories that have not undergone any customisation. 

**Personalised items include sunglasses and eyeglasses with any of the following: prescription lenses, blue-light filter, photochromic lenses, personalised lens color, polarised lenses, items that have undergone any customisation.

For in-store delivery:

  • France: 2 business days from the dispatch date.
  • UK + EU: up to 3 business days from the dispatch date.
  • USA: up to 4 business days from the dispatch date (please be advised that delivery times are subject to customs clearance delays).

For home delivery: 

  • EU: Your parcel will be shipped with Colissimo and then handed over to the local shipping carrier. Please allow 3-4 working days from the dispatch date. 
  • Non-EU: Your parcel will be shipped with FedEx. Please allow 2-3 working days from the dispatch date.
  • USA: Your parcel will be shipped from our Parisian Lab either : 

- Through a bulk shipment. Once in the USA and after customs clearance, your order will be individually re-shipped to your home address with SpeedX or USPS. Please allow 7-12 business days from the dispatch date.

- With FedEx: Please allow 7-12 business days from the dispatch date.

Please note that we cannot modify the delivery address once your order has been placed. 

However, once you receive your tracking number via email, you may contact the shipping carrier directly (please be aware that any address changes are at the carrier's discretion).

Please contact our Customer Care team via email with your order number in the following cases:

  • Your order is lost 
  • Your order is blocked in transit
  • Your order shows as returned to the sender.
  • If your parcel is handled by FedEx: The driver will typically leave a missed delivery notice, or you will receive a text message allowing you to reschedule your delivery.
  • If your parcel is handled by Colissimo: The driver will leave the parcel in your mailbox or provide a delivery notice with instructions on how to collect it from your nearest post office.
  • If your parcel is being delivered to our store: Our opticians will keep it safe for you until you arrive for collection.

For in-store delivery: 

  • Free of charge. 

For home delivery: 

  • France, Italy, Spain, Belgium, Switzerland, Luxembourg, Germany, Netherlands, UK, USA: free of charge.
  • Rest of EU: 10€
  • Rest of the world: 20€

All orders are dispatched from our workshop in France. Depending on your delivery location, the following rules apply:

USA & UK: Jimmy Fairly covers all customs duties and import taxes. No extra costs upon delivery.

Rest of the World: 

  • Orders may be subject to local customs duties and taxes. 
  • These fees are the responsibility of the customer and must be paid upon delivery.
  • Please note that we will not offer reimbursements for these local charges once the order has been processed.

Warranty

All our glasses are covered for one year from the date of purchase.

1- Accidental or Beyond-Repair Damage

If your frames or lenses are accidentally damaged, you can receive a one-time replacement pair for £50: 

  • Valid for a single use within the first year.
  • Like-for-like replacement: identical prescription, lens treatment, and model (subject to availability - or an equivalent of the same value).
  • Does not cover theft or loss.

2- Manufacturing Defects

If your glasses have a manufacturing defect, we will replace them free of charge with an identical model (subject to availability - or an equivalent of the same value).

Important notes: 

  • One-year extension for customers who joined the JF Club at the time of purchase (and are still subscribed at the time of the warranty claim). 
  • We do not provide individual replacement parts, we only replace the full product.

How to claim? 

  • For in-store orders: Visit us at your earliest convenience, and our opticians will be happy to assist you.
  • For online orders: Please contact our Customer Care team via email with your order number.

Unfortunately, our JF Warranty does not cover loss or theft.

You can download your invoice directly from your Jimmy Fairly account to send to your insurance provider for potential reimbursement. 

If you would like to replace your lost glasses, you can easily re-order them in-store or through our website. All your previous purchase details are saved in your Jimmy Fairly account.

Adaptation & prescription discomforts

If you are experiencing any difficulty adapting to your new prescription lenses (single vision, varifocal/progressive, occupational), you are covered by our Adaptation Warranty:

  • Within 4 months of delivery: free lens replacement.
  • After 4 months: lens replacement available for €50 / £50 / $50.

How to proceed?

  • In-store orders: Please visit us in store. Our opticians will check your lenses and your prescription. A complimentary eye test may be required to ensure the perfect fit.
  • Online orders: Please contact our Customer Care team via email.

Adjusting & fitting

You are welcome to visit any of our stores without an appointment. Our opticians will be happy to adjust and fit your glasses for you in just a few minutes, free of charge.

Feel free to pop in anytime in the future if your frames need a quick tune-up due to everyday wear and tear.

NB: please note that we are not allowed to adjust frames that are not from Jimmy Fairly. 

No store nearby? Please contact our Customer Care team via email, include a brief description of the issue along with a photo of your frames. 

Return, refund & exchange policy

For personalised items:

  • These items are custom-made and therefore non-refundable and not-exchangeable.
  • Please note that we cannot modify or cancel an order once placed.

Personalised items include sunglasses and eyeglasses with any of the following: prescription lenses, blue-light filter, photochromic lenses, personalised lens color, polarised lenses, items that have undergone any customisation.

For non-personalised items:

  • Refunds: 
  • We do not accept refunds.
  • Exchanges: 
  • We accept exchanges within 30 days of purchase.
  • The items need to be returned in perfect condition, with their original packaging. 
  • The items need to be returned in store in the country of the original purchase. We do not accept exchanges in a different country. 
  • Exchanges cannot be processed via post or mail.
  • If you cannot find a replacement, we will issue a store credit to your Jimmy Fairly account, valid for a future in-store purchase. 

Non-personalised items include sunglasses, eyeglasses and accessories that have not undergone any customisation. 

For gift cards:

  • Gift cards are not eligible for a return and a refund.

For both personalised & non-personalised items:

Returns: 

  • All our items (except gift cards) are eligible for a return and full refund. 
  • You have 30 days from your order delivery to send them back or drop them off at one of our stores. 
  • The items need to be returned in perfect condition, with their original packaging. 
  • You can download your prepaid return label from the return portal on our website. You have 15 days from the label creation to drop off your parcel at the nearest drop off location. 
  • Important notes:
  • Original shipping fees, if applicable, are non-refundable.
  • Germany: returns are charged 5€ per item. 


Exchanges: 

  • We do not offer exchanges via post or mail. 
  • If you were interested in an alternative item, you can either: 
  • Visit us in store: our team will help you exchange your order.
  • Return your order for a full refund, and then re-purchase the preferred one. 

For gift cards:

  • Gift cards are not eligible for a return and a refund.

Unfortunately, we do not accept returns or exchanges.

For both in-store & online purchases: Please note that we cannot modify or cancel an order once placed.

Gift cards purchased in-store on our website are not eligible for a return and a refund.

Documents

You can download your documents (invoice, quote, prescription) through: 

  • Your order confirmation email (titled “Thank you for your order”)
  • Your customer account on our website (in the tab “My account - My orders - More info”)

If you need any additional documentation, please visit us in-store or contact our Customer Care team via email. 

If you have done an eye test in store, did not purchase prescription glasses but need your prescription: please contact our Customer Care team via email. 

Prescription, health insurance, pupillary distance & eye test

For both in-store & online purchases: 

In most countries, a valid prescription issued by a healthcare professional is required to:

  • Purchase prescription lenses
  • Claim health insurance benefits: Most providers require a valid prescription to process reimbursements. We recommend checking your specific coverage and terms with your insurance provider. 

France: 

  • A valid prescription issued by an ophthalmologist is required. 
  • Prescription validity depends on the patient's age at the time it was issued:
  • Under 16 years old: Valid for 1 year (cannot be adapted by an optician; a new medical appointment is mandatory).
  • Between 16 and 42 years old: Valid for 5 years.
  • Over 42 years old: Valid for 3 years.

Italy: A valid prescription issued by an ophthalmologist or an optometrist is required. 

Spain: A valid prescription issued by an ophthalmologist or an optometrist is required. 

Belgium: A prescription from an ophthalmologist or optometrist is not mandatory. However, it is required to consult an ophthalmologist at least once. Once this initial check is done, our in-store opticians can perform your eye test and determine your correction.

Luxembourg: 

  • Below 18 years old: A valid prescription issued by an ophthalmologist or an optometrist is required. 
  • Above 18 years old: A prescription from an ophthalmologist or optometrist is not mandatory. However, we strongly recommend providing one (or booking an in-store eye test) to ensure your visual correction is perfectly accurate.

Switzerland: A valid prescription issued by an ophthalmologist or an optometrist is required. 

Germany: A valid prescription issued by an ophthalmologist or an optometrist is required. 

Netherlands: A prescription from an ophthalmologist or optometrist is not mandatory. However, we strongly recommend providing one (or booking an in-store eye test) to ensure your visual correction is perfectly accurate.

UK: A valid prescription issued by an ophthalmologist or an optometrist in the UK is required. Your prescription needs to include the below in order to be legally valid: 

  • 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.

USA: A valid prescription issued by an ophthalmologist or an optometrist in the US is required. Your prescription needs to include the below in order to be legally valid: 

  • 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.

Your optical care may be covered by your insurance provider. 

Before your purchase, we recommend checking your coverage based on your country and on your specific insurance policy. Our opticians and Customer Care team are available to help you with any questions.

NB: 

  • Billing address: Before completing your in-store purchase, please ask our opticians to ensure your home address is listed as the billing address on your invoice. Most insurance companies require this for processing claims.
  • Vouchers: Please note that we are a private practice and are unable to accept insurance or workplace vouchers as a form of payment.

Please send it to us via email: 

For online orders: to our opticians at opticien@jimmyfairly.com 

For in-store orders: to our Customer Care team at the dedicated email address based on your country 

An appointment is required to do an eye test. You can schedule your appointment through the dedicated section of our website (“Our stores”).

UK & Spain: 

  • Our eye tests are free of charge if a frame order is made on the same day in-store.
  • Otherwise they are charged £25 (UK) and €25 (Spain). 
  • This amount is redeemable on all future UK & 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 (if you don’t want to be charged for it).

Other countries:

  • Our eye tests are free of charge. 
  • Eye tests are available in all our stores except Lausanne (Switzerland) and New-York (USA) locations.

This depends on each country where our stores are located.

France, Belgium, Luxembourg, Italy:

  • Prescriptions cannot be issued in-store. 
  • Only ophthalmologists are able to issue prescriptions. 
  • However, our opticians can adapt a prescription, as long as it is still valid.

UK, Spain, Switzerland, Germany, Netherlands :

  • Our optometrists can issue a prescription for you in-store.

You can schedule your appointment through the dedicated section of our website (“Our stores”).

NB: 

  • An appointment is required to do an eye test in-store. 
  • You can cancel and reschedule your appointment from the appointment confirmation email.

The pupillary distance (PD) is mandatory for all prescription lens orders. 

This measurement ensures the prescription on your lenses is centered, and therefore guarantees optimal comfort. It corresponds 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.

How to measure it?

For in-store orders: 

  • Our opticians will measure your PD directly upon placing your order.

For online orders: 

  • Please add your PD when instructed 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.
  • If your PD is not on your latest prescription, or you are unsure, please follow the instructions below after you place your order:
  • Put a ruler horizontally across your forehead (see picture below).
  • Take a selfie, looking straight at the lens of the camera.
  • 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.

Our products

In-store: Our opticians are at your complete disposal to provide personalized advice, ensuring your frames fit your face shape, style, and prescription perfectly.

Online: You can use our “Faceguide” on our website to filter by face shape and size to find your ideal match.

Information about our items (ex: in-store availability, dimensions, details…) can be found under each specific item on our website. 

To learn more about our manufacturing process, please see the “Guidebook” section on our webpage. 

To view our prices online, simply select your favorite frame and start a simulation. You will be able to customize your lenses by choosing from our available coatings and options, based on your needs. The final price will be displayed in your cart before you proceed to checkout.

NB: Our stores may offer an even wider range of products, including advanced thinning, specific tints, and additional photochromic options.

Getting a quote in store: Our in-store opticians are available to provide you with a personalized quote tailored to your needs. We invite you to book an appointment on our website to enjoy a dedicated consultation and, if required, a comprehensive eye test. Our experts will recommend the ideal frames and lenses based on your prescription, style, and lifestyle.

Requesting a quote remotely: If you cannot visit us in-store, our Customer Care team can provide a personalized quote via email. To help us process your request quickly, please include the following details:

  • Model: The specific frame model you have selected. 
  • Lenses: The specific lens range and options you have selected. 
  • Prescription: A clear copy or photo of your current prescription.
  • Contact details: Your full name, email address, phone number, and home address.
  • For French Customers: Your Social Security number (including the 2-digit security code (the “clé”).

Single vision prescription lenses:

  • For either near or distance vision, to help with myopia, astigmatism or hypermetropia.
  • The maximum we will be able to dispense a prescription is: 
  • in-store orders: +/- 14 for in-store orders. 
  • online orders: +/- 6 for online orders.

Varifocal prescription lenses:

  • For both near and distance vision in the same lenses. 
  • Available in-store only (not available on our website, as further requirements and assistance by our opticians are required). 

Eyeglasses treatments:

  • 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.

UV protection: 

  • Our sunglasses lenses feature UV 400 protection, providing maximum protection by blocking 99% to 100% of harmful UVA & UVB rays. 

Lens category: 

  • The lens category indicates the darkness of the lens and its light-filtering capacity. 
  • Brown, green, grey lenses: category 3.
  • Lighter & gradient lenses: category 2 or 1.

Polarised treatment: 

  • Eliminates 99,9% of glare and dazzling reflections. 
  • Available as an optional add-on to your order. 

Photochromic lenses:

  • Darken automatically when exposed to UV radiation.
  • Available in-store only.

Payment

For in-store orders: 

  • We accept payments in-store by cash, Apple Pay, American Express, Visa, Mastercard, Store Credits and Jimmy Fairly gift cards (*1). 
  • We do not accept remote methods of payment (i.e. via phone, pay by link…)

For online orders:

  • We accept direct payments on our website by American Express, Visa, Mastercard, PayPal, Store Credits and Jimmy Fairly gift cards (*1). 
  • We do not accept remote methods of payment (i.e. via phone, pay by link…)

(*1) Gift cards purchased:

  • In our UK stores or in GBP currency can only be used in our UK stores, or under GBP currency online orders.
  • In our USA stores or in USD currency can only be used in our USA stores, or under USD currency online orders. 
  • In any other store (outside the UK or USA) or in EUR currency can only be used in stores outside the UK or USA, or under EUR currency online orders.

Contact us

For any other question, please feel free to contact our Customer Care team via email at: 

Other countries: wecare@jimmyfairly.com