Terms & conditions

Eye Emporium terms and conditions of supply

Any Order and subsequent purchase of Goods (as defined below) or services from Eye Emporium Ltd shall be governed by the following terms and conditions. Please read them carefully. View the Eye Emporium quality statement.

These terms and conditions do not affect your statutory rights as a consumer.

“Eye Emporium” is the trading name for Eye Emporium Ltd, trading on the internet at www.eye-emporium.com, on the telephone at 0208 522 1414 and by mail order to 42 Broadway, Stratford, London, E15 4QS

“We” / “Us” / “Our” refers to Eye Emporium, “You” / “Yours” refers to the Customer UK company number: 03091681. VAT registration number: 760 865 801.

Registered office: 424 Roman Road, Bow, London, E3 5LU. Trading office: 42 Broadway, Stratford, London, E15 4QS

1. Customer Obligations

    By submitting your order to Eye Emporium you confirm:

  • You are aged 16 or over and are not registered blind or partially sighted;
  • You are in possession of a written prescription for your spectacles that has been given to you by a suitably qualified person in the last 24 months (or 12 months if you are aged 70 or over); and
  • You will supply accurate details of your current prescription (including any notes on the prescription) when requested.

2. Orders for Goods (see section 7 for Home Trial service)

  • Orders to Eye Emporium must be submitted either via the web at www.eye-emporium.com, by telephone on 08456 882020 or by completing a mail order form in the current catalogue. 
  • Submission of an Order represents an offer to purchase Goods from Eye Emporium, and we may confirm receipt of this offer via email (if the Order is placed via the Site) or verbally (if the Order is placed via telephone).
  • Prescription Glasses orders are only accepted by us once your payment has been processed and they have been reviewed and authorised by a Dispensing Optician. In the case of the non prescription goods and the Home Trial service, your order is accepted once the required payment has been accepted or when the relevant goods are shipped, whichever occurs first. We will confirm acceptance of your Order via email or verbally.

3. Limitations of Supply

  • We will make a reasonable effort to ensure that all Orders are fulfilled; however we cannot guarantee the availability of Goods. If the Goods you have ordered are unavailable, we will attempt to contact you to give you a choice to receive an alternative or a refund. If we are unable to contact you, your Order will be cancelled and you will be given a full refund. In the case of the Home Trial service we may send partial goods if some goods are unavailable.
  • On the advice of our Dispensing Opticians, we have absolute discretion as to whether or not to accept your Order.

If considered necessary or appropriate before an Order is accepted, Eye Emporium’s Dispensing. Opticians have absolute discretion:

  • to in exceptional circumstances arrange a free face to face consultation with customers;
  • to request that you send us a copy of your written prescription;
  • to contact directly, or request that you contact, the optician who provided your prescription to verify and/or discuss your prescription;
  • to request that you obtain your pupillary distance measurement from your optician; or
    request that you obtain a new written prescription from your optician.

4. Prices and Payment

  • Prices stated are inclusive of any Value Added Tax (VAT) that may be required to be remitted to tax authorities by Eye Emporium.
  • We will use best endeavours to ensure the accuracy of the prices and price related information stated in our current catalogue and on the Site.
  • However we cannot guarantee that we will not make a mistake and misprice an item inadvertently. If this is the case, the Dispensing Optician reviewing and authorising your Order will notify you of the error before your payment is processed. You will then have the choice to either accept the correct price or to cancel your Order.
  • The price you pay is a retail price as appearing in your basket. In certain territories where we sell, we are required to report part of the sale price to the relevant tax jurisdiction and pay that amount in tax. We do not adjust our prices depending on the sales tax suffered which varies from country to country. And we do not add tax to any amount shown in your basket.
  • In some delivery countries there may be rules imposed locally that will charge import VAT to the purchaser. Eye Emporium is unable to provide any refunds for such costs.

5. Delivery and Carriage

  • Please see our returns policy for full details on dealing with returns

7. 7-day Home Trials service

  • We offer a 7-day Home Trial service (‘Home Trial’) to enable you to check the look and feel of different frames (without lenses) before deciding which frame(s) to buy. We may charge a fee (‘Home Trial Fee’) for this service, should the frames not be returned within the timescales specified in point 2 below.
  • By submitting your request for a Home Trial (Home Trial Order) and in consideration for our acceptance of the order, you are agreeing that if you do not return the frames sent to you in the Home Trial, within 7 calendar days following receipt by you (which for these purposes will mean 8 days following despatch to you) then you will have placed a Frame Order to buy the frames.
  • If you place a Frame Order as described above we may accept it and if so you will be charged the full price of the frames (less any Home Trial Fee already paid which will be given as a discount). The price of the frames will be the advertised price of the frames at the time you placed your Home Trial Order. To take payment, we will attempt to use the same payment card you used at the time of placing your Home Trial Order and your agreement of these Terms and Conditions is your authority for us to do so.
  • Once payment is successfully made you then own the frames. You then have the same right of return as if you had made any other purchase of goods (see Returns policy). Alternatively, for up to 14 days from the date you order the frames you may return one or more of your frames to us in order to have basic lenses fitted, free of charge, providing that we have already received payment for the frame(s).
  • Any Order (excluding a Home Trial Order) placed by you with Eye Emporium within 15 days of you placing a Home Trial Order will benefit from a discount equal to the Home Trial Fee.
  • The Home Trial service is available to UK residents only and is not offered to any addresses outside the UK.

8. Copyright and Trademarks

  • The Site’s design, names, text, images, graphics, logo are all owned by, or licensed to, Eye Emporium Ltd. They may not be reproduced for any commercial or public purpose without the expressed consent of Eye Emporium Ltd.
  • The “Eye Emporium” name or any other registered or unregistered trademarks displayed on the Site may not be used without the prior consent of Eye Emporium Ltd
  • These Terms and Conditions of Sales should be read in conjunction with Eye Emporium’s Privacy Policy. Your statutory rights are not affected. For more information about your statutory rights, please visit the Department of Trade and Industry’s Consumer Gateway website at: www.consumerdirect.gov.uk.

Your right to cancel

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase at any point from the time of ordering until seven working days after delivery. If we're already shipped your order, you'll need to package the items and send them back to us. Click here for the relevant return addresses.

If we don't receive the item back from you, we may arrange for collection of the item from you residence at your cost. We will refund the relevant part of the purchase price for that order as soon aspossible, and in any case within 30 days after we receive your notification.