Shipping policy
Delivery charges
Delivery is free on orders over £50 (or the equivalent in your currency). Below that, tracked delivery costs £4.99.
Processing and delivery times
Every order is processed within 3 days, then shipped with tracking. Once it's on its way, delivery takes 5–7 working days.
So an order usually arrives within 8–10 working days of being placed. You'll get a tracking email as soon as your pair is on its way.
Pre-orders
If a product is marked as a pre-order, it's made in that production run, so it takes longer to leave us: pre-orders are dispatched within 21 days of your order, instead of 3. After that, the delivery times above apply.
We'll email tracking the moment your pair is dispatched. If anything is going to take longer than 21 days, we'll contact you and offer a new date or a full refund, whichever you'd prefer. You can cancel a pre-order at any time before it's dispatched for a full refund.
Shipping protection
Shipping protection is an optional £4.99 extra, added in your cart. It's switched on by default, and you can remove it with a single tap before you check out, and the price updates immediately.
If your order is lost or damaged in transit, we arrange and pay for a replacement. You don't need to photograph anything, complete a claim form, or contact the courier yourself. We handle that side of it.
What it does and doesn't change. Shipping protection is a service, not an insurance policy. It is not something you need in order to be protected: whether or not you add it, we remain responsible for your order until it is delivered to you, and your rights under the Consumer Rights Act 2015 are unaffected. What you're paying for is the cost and the paperwork being taken off your hands, not a right you'd otherwise lack.
Timescales. Replacements are dispatched on our normal timescales and are subject to stock. On a pre-order that means the same lead time as the original order. Shipping protection does not make anything arrive faster.
How to use it. Email hello@welhameyewear.com with your order number. Please get in touch within 30 days of the expected delivery date. If the frames are no longer available, we'll refund your order in full, including the protection fee.
What isn't covered. Orders sent to an incorrect or incomplete address supplied at checkout; parcels refused, unclaimed or returned to us; and damage occurring after delivery. Faulty frames and manufacturing defects are covered separately by our returns policy and 1-year guarantee, at no cost, whether or not you added shipping protection.
Where we ship
We ship to the United Kingdom, the European Union, the United States, Australia and a number of other countries. You'll see whether we deliver to you as soon as you enter your address at checkout.
Customs and duties
Orders outside the UK may attract local import duties or taxes. These are set by your own country and are the customer's responsibility.
Anything wrong?
If your order hasn't turned up within 10 working days of dispatch, email hello@welhameyewear.com with your order number and we'll chase it down for you.