Help &amp; FAQs

Need assistance?

If you have any questions you are in the right place.

Help & FAQs

Check out our FAQ’s below to find the answer you are looking for. Alternatively, to contact a member of the team for assistance please choose the relevant option below.

Stores

Eye Tests

Online Orders

Shipping

Refunds & Exchanges

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.

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.

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.

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

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

Prescription

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.

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

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

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.

Engraving

Contact Lenses

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.

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.

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.

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.

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.

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.

After Care

- 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.

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.

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!

Gift Cards

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.

Klarna

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.

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.

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.

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.

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.

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.

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.

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.

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 emai lcare@finlayandco.com who will be happy to assist.

Didn't find your answer?

Don't hesitate to contact us via whatsapp, livechat, or by emailing our Customer Care team below.

Contact us

Your cart

Your cart is empty