Both in-store and online purchases are visible in one single customer account. 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.

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

Home delivery: You will receive an email as soon as your order is dispatched from our French Lab, 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.

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

• Pending documents: Your prescription file (formats: pdf, png, jpg) and pupillary distance are required to get your order started. Please send them via email to: opticien@jimmyfairly.com.
  
• 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

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

• EU countries: Colissimo
• 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. 

In-store delivery:

• France: 2 business days from the dispatch date.
• UK+ EU: 2-3 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).

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.

We strive to process your order as quickly as possible. 

For both in-store and online purchases:

• Personalised orders: up to 10 working days for production at our French Lab before dispatch.
• Non-personalised orders: up to 10 working days for production at our French Lab before dispatch.

In-store delivery:

• France: 2 business days from the dispatch date.
• UK+ EU: 2-3 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).

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.

TABLE

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 frame).
• Does not cover theft or loss.

2/ Manufacturing Defects

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

Important Note: We do not provide individual replacement parts; we only replace the full product.

How to claim ? 

• In-store orders: Visit us at your earliest convenience, and our opticians will be happy to assist you.
• 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.

If you are experiencing any difficulty adapting to your new prescription lenses, you are covered by our Adaptation Warranty:

• Within 1 month of delivery: Free lens replacement.
• After 1 month: Lens replacement available for €50.

How to proceed:

• In-store orders: Please visit us. 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. 

If you are experiencing any difficulty adapting to your new varifocal prescription lenses, you are covered by our Adaptation Warranty:

• Within 4 months of delivery: Free lens replacement.
• After 4 months: Lens replacement available for €50.

How to proceed:

• In-store orders: Please visit us. 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.

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.

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, and we will get back to you shortly with a solution.

Personalised items

• These items are custom-made and therefore non-refundable and ineligible for exchange. 
• 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.

Non-personalised items (sunglasses, eyeglasses, accessories)

• Refunds: we do not accept refunds.
• Exchanges: we accept exchanges within 30 days of purchase. 
• The item needs to be returned in perfect condition, with their original packaging. 
• The item needs 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. 

Returns: 

• All our items (excluding gift cards) are eligible for a return and a 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. 
• Please use the return portal on our website to download your prepaid return label. You have 15 days from the label creation to drop off your parcel at the nearest drop off location. 
• NB: Returns from Germany 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. 

Unfortunately, we do not accept returns or exchanges.

For both in-store and online purchases: 

We are sorry to inform you that once an order is placed, we are unable to make any changes.

Your optical care may be covered by your insurance provider. We recommend checking your policy details before your purchase to confirm your level of coverage, as reimbursement depends entirely on your specific plan.

NB: 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.

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

Vouchers: Please note that we are a private practice and are unable to accept insurance or workplace vouchers as a form of payment.

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: you can activate your account with the email address used for your purchase. You can download your documents in the following tab: “My account - My orders - More infos”.

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

Whether you shop online or in-person, 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.

Information about our items (ex: in-store availability, dimensions, 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 contact our Customer Care team via email.

In-Store Quotes

Our opticians are available to provide a personalised quote without an appointment. We will recommend the most suitable frames and lenses based on your prescription and lifestyle.

NB: If you require an eye test during your visit, an appointment will be necessary.


Online Pricing & Customization

To view our pricing, 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.

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

The final price will be displayed in your cart before you proceed to checkout.

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 purchases 
• online orders: +/- 6 for online orders.
  

Varifocal prescription lenses:

For both near and distance vision in the same lenses. . 

Varifocal prescription orders are only available in-store, and 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.

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.

An appointment is needed to do an eye test. You can schedule it through the dedicated section of our website. 

UK & Spain: 

• Our eye tests are free of charge if a frame order is made on the same day in-store. Otherwise they are £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 as not to be charged for it.
  

Other countries:

Our eye tests are free of charge.

This depends on each country where our stores are located.


France & Belgium:

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.


Italy & Germany:

Our opticians can issue a prescription for you in-store.


UK & Spain:

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

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@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 millimeters and are really important as they guarantee optimal comfort.

For in-store purchases: 

Our teams will measure your pupillary distance directly upon placing your order.

For online purchases: 

Please add your pupillary distance 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  

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.

You can contact our Customer Care team via email: wecare@jimmyfairly.com