Help & FAQs

Where are our stores?

FINLAY Soho - 61 Broadwick St, London, W1F 9QT
FINLAY Notting Hill - 42 Ledbury Road, London, W11 2AB
Click here for more details

Opening Times 

Soho 
Monday - Saturday 11am - 7pm
Sunday 12pm - 6pm

Notting Hill
Monday - Saturday 10am - 6pm
Sunday 12pm - 6pm  

What services are available in our stores?

We sell spectacles, sunglasses, accessories and contact lens subscriptions in our stores. We also offer a range of services including eye tests and contact lens tests in store. You will find the full FINLAY collection alongside a curated edit of our other favourite independent brands from around the world. Find out more here

What brands do we carry?

We stock a selection of the best independent eyewear brands from around the world. Check here to see which brands are found in each store

Where else can I buy FINLAY?

FINLAY sunglasses can be found in some other great stores around the world. You can see a full list of our stockists here

Do we offer eye tests? 

Yes, we offer eye tests and contact lens tests with our expert optometrists in all of our FINLAY stores. The below information covers traditional sight tests. Further information on contact lens tests can be found in the specific contact lens section below.  Book now

How much is an eye test? 

Eye tests are £15 with frame purchase and £30 without.

How long will it take?

Please allow up to 40 minutes for an eye test. If you have a time constraint, please let the optometrist know on the day

How often should I test my eyes / my vision is fine? 

It is suggested that you should have your eyes tested every two years, even if you feel that you are not aware of any problems. It might be suggested by your optometrist that you have your eyes tested more frequently if you: have diabetes, are aged 40 or over and have a family history of glaucoma, are aged 70 or over, are a child wearing glasses

Do I need to book in advance?

Occasionally there might be an appointment available on the day, but it’s best to check availability in advance and book online

Do I need to do anything before my sight-test?

If applicable, please bring your current glasses or contact lenses and take a note of any prescription medication that you are taking. It is also worth thinking about whether you’ve noticed a change with your eyes recently

Do you offer Children's eye-test?

Yes - we offer eye tests and contact lens tests in our Notting Hill store where we also have a dedicated children's eyewear section. You can book online here or call us on 0203 475 4890 if you wish to discuss further

I have an eye test from another optometrist practice - can I use this prescription when buying frames from FINLAY?

Yes - as long as your eye test was within the last two years and your prescription has been signed by the testing optometrist, we can use this when creating your new frames

Do I need an eye test if I've been for a contact lens check up?

Yes - contact lens check-ups look at the front surface of the eye and don’t measure the health of the inner and outer parts of your eye, so it’s worth booking in for a regular eye test too

What is the status of my order?

If you have an account with us then please login to view the status of your order. If you do not have an account yet, then please email care@finlayandco.com and one of our team will be able to assist you

When will my order be shipped?

We ship orders Monday to Friday and will always aim to ship your order within 1-2 days of you placing your order.

If you have added any additional features to your frame this will add to the processing time.

Engraving - 3-4 working days
Prescription - 3-10 working days
Polarisation - 3-7 working days
Nose Pads - 5-10 working days

Can I change my order once placed?

Get in touch as soon as possible to request any changes. You may be able to amend your order if your frames have not yet been shipped, or are still with our team for prescription, polarised, transition or engraving. If your frames have already been shipped then please wait until they have arrived with you, then email us at care@finlayandco.com to discuss an exchange

Which payment methods do you accept? 

We accept all major debit and credit cards, including Visa, Mastercard, AMEX and Maestro. You can also purchase your frames using PayPal, Apple Pay, Google Pay and Shop Pay. If you have any issues with processing a payment, then please contact us care@finlayandco.com

I didn't receive an order confirmation?

If for any reason you have not received your email confirmation upon purchase then please email care@finlayandco.com and one of our team will be able to assist you

Are duties and taxes included in your free delivery? 

We cover the cost of shipping internationally*, however we do not cover duties and taxes. Each country has different rules for customs and import duties. We suggest that you check before purchasing https://www.simplyduty.com/import-calculator/. We are not liable for any custom or import duties

Can I collect my order in store?

Yes - please email care@finlayandco.com immediately after ordering and we’ll arrange for your order to be collected in store

Can I order from outside of the UK?

Yes - we offer free* worldwide shipping and returns. The only countries we are regrettably unable to ship to are Russia and Nigeria

Will my sunglasses look identical to those in the picture?

The image that you see on the website should be a very fair representation of what your frames will look like. However, the beauty of many of the acetates that we use, like our tortoiseshells, mean that every pair is unique. Therefore there might be slight variances in the grain or colour of your frames

What should I do if the frame I want to order is out of stock?

We produce our frames in small batches and so occasionally a style will be out of stock. If the frame you like is out of stock please sign up for stock updates using the email box provided or contact the team for further assistance

Can I create an online profile?

Yes, you can create an online account here. This will allow you to check out faster, and view and track your orders

Forgot my password for my online profile? 

You can reset your password here using our ‘Forgotten Password’ button. If you are still having problems accessing your account then please email care@finlayandco.com and one of our customer service team will be happy to help

How will I know they will suit my face shape?

We have created a helpful fit guide to help you choose the perfect frame for your face shape. If you still aren’t sure, rest assured we offer free shipping and returns on all online orders (without engraving or prescription lenses)

Where do you ship?

We offer worldwide shipping for all orders (excluding Russia and Nigeria)

What does shipping cost?

Standard delivery is free*, however, for express shipping the following charges apply:

UK priority shipping - £8
EU priority shipping - £20
Rest of the World priority shipping - £20

International shipping is free on orders £120/€150/$150 or above, otherwise £20/€20/$20.

How long does shipping take?

Standard
UK - 3-5 working days
EU - 3-7 working days
Rest of World - 7-10 working days

Express
UK - 1-2 working days
EU - 2 to 4 working days
Rest of World - 3-7 working days

These times are from when we ship your order. If you have added engraving, prescription lenses, polarisation or nose pads this will delay the shipping of your order.

Who pays for import duties and taxes?

We cover the cost of shipping internationally*, however we do not cover duties and taxes. Each country has different rules for customs and import duties. We suggest that you check before purchasing https://www.simplyduty.com/import-calculator/. We are not liable for any custom or import duties

Which courier service do you use?

Your order will typically be delivered by a DHL courier

How can I track my order?

Once your order has been sent you will receive a shipping confirmation email from us which will contain your DHL tracking number. To track your order simply head over to www.dhl.com and put your tracking number into their ‘Track your Shipment’ tool

What is your returns and exchange policy

FINLAY offers returns on all purchases made without prescription, transition, polarisation or engraving, within 30 days of the goods having been delivered. The purchase must have been made on the FINLAY website or in a FINLAY store, and you must be able to provide proof of purchase / your order number. The frames must be in the same condition as when they were bought and must not have been worn

How do I start a return / exchange? 

For orders from the UK, US, and EU, returns are free. For the rest of the world, return postage is paid by the sender.
For a free returns label, please email the team with details of your name and order number to: care@finlayandco.com. You will then be provided with a free postage label.
If you are returning outside the UK, US or EU you can send your returns paid for by you to:
FINLAY
42 Ledbury Road, London
W11 2AB 
Please include your name and order number in the return so we can attribute the return and refund your order.
Please note, any re-import duty charges or shipping will be deducted from your refund.

Please be aware that the refunded amount could take up to 10 working days to be returned to your account, this is due to the way different banking networks operate.

Can I return an order if it has engraving? 

Unfortunately we do not accept returns of engraved frames as the personalisation means they cannot be resold

Can I return an order if it has a prescription?

Unfortunately we are unable to offer a refund if you change your mind about your sunglasses or spectacles with prescription. However, we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour in the same style frame. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com.
If you feel there is a problem with the lenses, please get in touch with us as soon as possible at care@finlayandco.com. Please note that if you are wearing a new or recently updated prescription, it often takes a small amount of time for your eyes to adjust to the new lenses

Can I return an order if I have added polarised or transition lenses?

Unfortunately we are unable to offer a refund if you change your mind about your sunglasses after adding polarised or transition lenses. Our polarised/transition lenses are fitted specially for your order making the frame personalised to you. However, we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour in the same style frame. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com

Can I return an order if I have added blue light filter?

Unfortunately we are unable to offer a refund if you change your mind about your spectacles after adding blue light filter. However, we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour in the same style frame. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com

Can I return an order if I have added nose pads?

Unfortunately we do not accept returns on frames that have had nose pads added by the customer when purchasing

Can I exchange a gift? 

Yes as long as you have proof of purchase and the frames have not been worn and are in the same condition as when they were bought

How do I submit my prescription online?

When placing your order online you will be able to select from 3 options. You can either; upload your prescription during the prescription journey, email your prescription directly to us at care@finlayandco.com or if you are an existing customer you can select for us to use a prescription on file. When supplying your prescription it must contain the following information; your name, date of the eye test, recall/expiry date and the optometrist's signature.

If you have a reading and a distance prescription please email us at care@finlayandco.com and specify which prescription you would like in your new FINLAY frames

How long will it take to have my prescription fitted? 

Adding prescription lenses to your order can add 3-10 working days to your shipping date. The time taken depends on the prescription. If you would like more information on how long your prescription would take please send your prescription and lens choice to care@finlayandco.com

Do you offer prescription sunglasses?

Yes we offer prescription lenses for sunglasses. Simply select your chosen frame and lens colour, and select the "add to bag" button. During this process you will be given the option to add prescription lenses to your frames

What should I do if I’m experiencing issues with my prescription?

Sometimes it can take a little while to get used to your new prescription. We would recommend wearing your new prescription spectacles or sunglasses for 1-2 weeks to allow your eyes to adjust. If you feel that there is something significantly wrong or you have waited 1-2 weeks and there is still an issue, then please email care@finlayandco.com

What is my pupillary distance (PD)?

Pupillary Distance (PD) is the distance between the centre of both pupils in millimetres. The PD is required by our optical technicians to fit your lenses accurately and achieve the most effective and comfortable outcome for you. You might find your PD on a previous prescription or by calling the opticians who carried out your most recent eye test. If you are still unable to obtain your PD then please contact us at care@finlayandco.com

What if I only wish to order frames without lenses?

You can order the frames without prescription by simply selecting the "non-prescription" option when adding them to your bag

Can I return my order if it included a prescription?

Unfortunately we are unable to offer a refund if you change your mind about your sunglasses or spectacles with prescription. However, we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour of the frame in the same shape. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com

What lenses do you use?

Sunglasses (non-prescription) - Carl Zeiss
Spectacles and Sunglasses with Prescription - Essilor
We use the finest lenses and all of our standard prescription lenses utilise a 1.5 index multi coated lens, meaning they are treated with anti-scratch and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked to ensure optical quality

Are your lenses polarised?

We offer polarised lenses as an additional service. Polarised lenses cost £50. This can be done during your prescription lens journey on the product page

How thin should I order my lenses?

Please find recommendations below on which lenses you should order based on the SPH and CYL on your prescription. These recommendations are suitable for the majority of prescriptions: 

SPH and CYL up to - or + 2.00: Single Vision Regular 1.5
SPH and CYL between - or + 2.25 and 3.50: Single Vision Thin 1.6
SPH and CYL between - or + 3.75 and 4.75: Single Vision Thinner 1.67

If you have a SPH and CYL above - or + 5.00 we unfortunately can't process your prescription online due to needing specific measurements. We would advise you to visit one of our stores to purchase the frame and lenses you need or if thats not possible you are able to purchase the frame without lenses and have them fitted at your local opticians

Do you offer varifocal lenses? 

Unfortunately we cannot offer varifocal or bifocal lenses online as measurements need to be taken in person to fit the lenses correctly. If you require either and can make it to our store in Soho, London, then please pop in and we can take your measurements and process your order

What’s the best way to clean my lenses?

The cleaning cloth inside your case should be sufficient for most day to day cleaning. For a more thorough clean, rinse your lenses with lukewarm, soapy water. It is best to avoid using hot water on your lenses

How much does it cost for frame engraving?

Frame engraving costs £20 per frame

What is the maximum number of characters I can have engraved on a frame?

8 characters

How long will it take to be engraved?

Engraving adds around one week to the fulfilment time on top of the regular time for processing your order

What colour will the engraving be?

The colour of the engraving will be silver or gold. The colour will be chosen based on the metal work on your frames 

Can I return my frames if they have been engraved?

Once your frames have been engraved, you won’t be able to return your order

Where on the frame will the engraving go?

Your frame will be engraved on the tip of the temple on the right hand side  

Do you offer contact lenses? 

Yes, we offer contact lenses at both of our stores, along with the required contact lens checks and contact lens fits. If it's your first time, our optometrists will talk you through the whole process and teach you how to get comfortable using them.

Is a contact lens prescription different from a spectacles prescription?

Yes, Contact Lenses sit directly on your cornea, whereas your glasses sit in front of your eyes. Depending on your prescription and the shape of your eye, your Contact Lens Prescription can differ slightly from your Spectacle Prescription and require additional information.

How much is a Contact Lens test?

The cost of your appointment is determined by how experienced you are with Contact Lenses.

If you have never worn lenses before or haven’t worn lenses in a long time and need a refresher on inserting and removing them, the Contact Lens Assessment and Teach is £50. 

If you currently have contact lenses and want to have the prescription updated, you can book a Contact Lens Check appointment for £35.

You will need an up-to-date Sight Test (within the past 6 months) to have either of these appointments. If you do not have an up-to-date prescription please book in for a Combination Sight Test and Contact Lens Appointment. 

Do I need to book in advance?

Occasionally there might be an appointment available on the day, but it’s best to check availability in advance and book online.

I have never worn contact lenses before. What can I expect?

There are a few steps we must go through before we are able to issue a contact lens prescription, but we promise it is worth it! 

In order to start the process you must have an up-to-date sight test prescription (from us or elsewhere), if you don’t then book in for a Combination Sight Test + Contact Lens Assessment and Teach (£75). 

Our optometrist will be able to order Trial contact lenses for you based on your spectacle prescription. Once we have the trials for your specific prescription, they will assess the vision and fit of the trial lenses and teach you how to safely put them in and take them out. Don’t worry if you can’t get it on the first try, we are happy to have you come in for a couple of Teach Appointments until you are absolutely confident to be able to do this by yourself. 

Once our optometrist has decided on some lenses for you, and you are able to take them in and out comfortably, you get to take a few pairs home with you to see how you like them in everyday life. To finalize your prescription we will see you for an End of Trial appointment where you discuss with the optometrist how you got on with the lenses and we have one final check to make sure that we are happy with the fit. Make sure you keep a pair of trial lenses aside for this appointment as you must come to the appointment wearing the lenses, and have had them in at least 2 hours prior to allow the lenses to settle.

I already wear contact lenses but my prescription has expired. What should I do?

If you currently have contact lenses and want to make sure they still work for you, if you’ve had a sight test in the past 6 months you can book a Contact Lens Check appointment for £35. Please come to the appointment wearing your lenses and have them in at least 2 hours prior to your appointment. Please bring your spectacle prescription along with your contact lens prescription or contact lens packaging. 

If you do not have an up-to-date spectacle prescription, book in for a Combination Sight Test + Contact Lens Check (£60)  and we can update your spectacle prescription and check your current contact lenses at the same time. Please bring your most recent spectacles and your contact lens prescription. 

How do I know what type of appointment to book?

We offer several types of comprehensive assessments, in a relaxed atmosphere using industry-leading equipment. Head over to our booking page here to get a full breakdown and descriptions of the different appointments we offer

Will I need more than one appointment to get contact lenses?

The amount of appointments you will need varies person to person, it can be just one if you are a current contact lens wearer with a stable prescription, but this can range to 4+ appointments if we need to try a new or different lens and start a new trial period.

To get an idea of how many you will need, take a look at our ‘I have never worn contact Lenses before’ or ‘I already wear Contact Lenses’ FAQs and have a read of the one that best describes you.

Do I need to do anything before my contact lens appointment? 

Please bring along your most recent Spectacles prescription and if you already wear contact lenses, either your most recent Contact Lens Prescription or Lens packaging.

For Contact Lens Checks and End of Trial appointments, you must arrive wearing your contact lenses, having put them in at least 2 hours before to allow the lenses to settle. Please bring a backup set of lenses, or case and solution to put your lenses in as you may be required to remove them during your appointment.

What types of Contact Lenses do you offer?

Our catalogue includes Daily Disposable, 2 Weekly, and Monthly Contact Lenses from Johnson & Johnson, CooperVision, and Alcon

My Contact Lenses are from a brand that you do not carry, can I still have my lenses checked?

If you are a current Contact Lens wearer and your lenses are not from Johnson & Johnson, CooperVision, or Alcon, we can check the lenses for you, but if we find a change in your prescription we will only be able to re-fit you and prescribe lenses from within our catalogue. 

Contact our team if you are unsure if we offer your current contact lenses.

Can I buy Contact Lenses from FINLAY if I have a prescription from somewhere else? 

If you already have an up-to-date Contact Lens Prescription for Johnson & Johnson, CooperVision, or Alcon lenses you can order lenses with us. Although we do not have contact lenses available in store to buy, your order will be dispatched to us in roughly 2 business days. 

If not, we can check your current contact lenses or assess your suitability for new lenses at both our stores.

Our Top Tips

- Keep your frames in a hard or soft case at all times. We know it is tempting to just pop them in your bag or pocket however this can lead to damaged lenses and frames. 

- Avoid storing your frames in your car, especially in summer. Did you know that cars sitting in the sun have been known to reach upwards of 100 degrees Celsius, even in the UK. Exposing your frames to these types of temperatures over long periods of time can damage the lenses. 

- Resist the temptation to wear your frames on your head. When you wear your frame on your head the section of your head they sit on is a lot wider than where they sit when worn on your face. Due to the high quality of acetate, we use to make our frames the frame is very malleable, therefore wearing them on your head for long periods of time can cause your frames to stretch.

- Avoid submerging your frames in chlorine or salt water. We know that when you’re on holiday wearing your frames in the pool or at the beach is second nature, all we ask is that you be careful not to drop them in. Like with all metals prolonged exposure to chemicals can lead to a slight discoloration of the metal. 

Do you offer a warranty?

We offer a full 12 month warranty for free repair or direct replacement for all eyewear purchased through our website and store. The warranty covers all manufacturing defaults but not personal accidents. If you believe your frames or lenses have a manufacturing fault and you would like to discuss a repair or replacement then please email us at care@finlayandco.com

Do you offer repairs?

If your frames need repairing please email us at care@finlayandco.com with images and full details of the damage. Our team will then be in touch with recommended next steps

Do you offer adjustments?

We offer a complimentary FINLAY frame MOT in our FINLAY stores so if you're in the neighbourhood then do pop in and our team will be delighted to see you! If you don’t live in London contact our team at care@finlayandco.com and they will be able to advise the best option for you. 

How do I clean my lenses? 

You should wipe your lenses regularly with the cleaning cloth provided at purchase. Our cleaning cloths are designed to prevent scratching the lenses. 

Every so often your lenses will need a more thorough clean using a lens spray. Our care kits contain an anti-mist lens spray (free refills in store) and a larger cleaning cloth.

To clean…

- Hold spectacles gently by the frame.
- Spray your lens cleaner onto your microfibre FINLAY cloth
- Gently wipe away any surface dust from the lens and frame.
- Continue using circular motions to rub the lenses until clean.

How can I clean my frame at home?

If your frame is in need of a good clean, we recommend using a mild washing up liquid in lukewarm water. Submerge your frame in the water for a minute and then dry with a clean, soft hand towel that hasn’t been washed with a fabric softener. Once dry, finish off by giving your frame a thorough wipe with your FINLAY cleaning cloth, making sure there is no grit or residue on the cloth that could undo your good work!

Where can I find my frame’s measurements?

Spectacles and Sunglasses come with standardised measurements. On the inside of your Finlay frames, you will find three numbers (all written in mm).

1) The first number measures the diameter of the lens. 
2) The second number measures the nose bridge width or the gap between lenses. 
3) The third number measures the length of the temple

Where can I buy a gift card?

You can buy a gift card on our website or in a FINLAY store. Gift Cards are available in the following amounts: £50 / £100 / £120 / £140 / £160 / £250 / £500

Where can I spend my gift card? 

You can redeem your gift card against purchases at FINLAY stores and on the FINLAY website. If you do not spend the full amount any balance remaining will be left on the card and may be applied to future purchases

Can I return items purchased with a gift card? 

Yes. You can return or exchange an item purchased with your FINLAY gift card as long as you have your original receipt. Any money refunded will be credited to a new gift card

I was unable to redeem my gift card

If you are having problems with your gift card please email the team and someone will be able to help you: care@finlayandco.com 

Does my gift card expire?

Your FINLAY gift card will never expire from the date of purchase

I have lost my gift card?

In cases where your gift card is lost, stolen or damaged unfortunately FINLAY is unable to replace or reimburse the remaining balance on the card

Can I check the balance on my gift card?

You can receive a balance enquiry at any FINLAY store by taking your card to the till point or by emailing our customer care team at care@finlayandco.com

Can I get a refund for a gift card? 

Unfortunately we are unable to offer refunds for gift cards

What do I need?
You need a smartphone or computer with a camera for our virtual try on to work. You will also need a credit card as a sizing reference (anything else the same size as a credit card will do as a replacement) 

Why do you need access to my camera?
This is so we can take a video of your face to get some measurements and show how the frames will look on you. Your video recording is completely private, only used for this online try on, and you can delete it any time you wish.

What do you do with the videos? Do you keep them?
We capture your image for the sole purpose of providing you with our virtual try on experience. Only you can see your individual recording and this can be removed at any time.

Can I remove my video/image after using Virtual Try On?
Yes. This can be done one of two ways. If you head over to our Virtual Try On page (here) you can simply click the remove button on the bottom of the image and this will delete your recording. Alternatively, you can also remove it when accessing the Virtual Try On tool from any of our product pages by clicking the word "remove" on the right hand side under the words Virtual Try On.

Why do I need a Credit Card?
This is used as a sizing reference to ensure we render the frames correctly (all credit cards are standard dimensions)  This enables us to show you how they would look on your face as accurately as if you were trying them in person.  Any other item the same dimensions as a credit card can be used if that's easier.

 Is Virtual Try On available on all frames?
Virtual Try On is available on the majority of our frames

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by FINLAY and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor FINLAY run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as FINLAY have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at FINLAY from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by FINLAY. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at ​www.klarna.com/uk​.

What happens to my statement, when I've returned the goods?

Once FINLAY has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods?

In the event that your goods have not been received please call FINLAY to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.

Can I pre-order items? 

We are delighted to say that certain items will be available for pre-order, while the frame is in production. If an item you would like is not available for pre-order please contact care@finlayandco.com who can let you know if/when this will be an option. Alternatively you can sign up to our back in stock alerts. 

When will payment be taken? 

Payment will be taken upon purchase of the product, this is to ensure that we are able to allocate the product to you.

How will I know when the item is being shipped? 

As soon as your item is shipped you will receive a shipping confirmation email.

What if I have ordered one product that is in stock and one that is on pre-order? 

Our standard approach will be to hold all items until everything is in stock. This is due to the fact that often multiple item sales are due to customers wishing to compare colours or styles, or alternatively the sale contains an accessory. If you wish to have certain items shipped prior to your pre-order item coming back into stock then please email care@finlayandco.com who will be happy to assist. 

Are pre-order dates accurate?

We provide an estimated delivery date for each pre-ordered product to give you an idea of how long it is likely to be. Whilst this is normally accurate, please note these dates may be subject to change in exceptional circumstances. 

All pre-order items will be shipped as soon as they arrive in our warehouse.