Shipping policy
Shipping & delivery
WOOglasses orders are fulfilled from our China warehouse. The available destination, shipping options and final charge are confirmed at checkout. Contact service@wooglasses.com or wooglassesuk@gmail.com with your order number for delivery help.
Shipping charges
Our current general shipping profile offers the following GBP rates for supported UK, European and North American destinations. Availability depends on your exact address and the active market.
| Option | Order value | Charge |
|---|---|---|
| Standard Shipping | Below £60 | £7.99 |
| Free standard shipping | £60 or more | Free |
| Business Express | Where offered at checkout | £12.99 |
Free shipping applies to the standard option, not an express upgrade. The amount qualifying for a rate is the eligible order value calculated at checkout. A promotion or a currency conversion may affect the displayed threshold; review the final total before paying. We do not accept orders to a destination that checkout cannot support.
Processing, prescription production and transit
All orders, including prescription glasses and customised lenses, have a combined processing and production time of 1–3 business days after payment confirmation. There is no additional lens production period. Weekends and public holidays are excluded from this processing estimate.
For all supported destinations, estimated transit after dispatch is 7–15 calendar days for Standard Shipping and 5–10 calendar days for Business Express. Calendar days include weekends. Transit is additional to the combined 1–3 business days for processing and production. These are estimates, not guaranteed arrival dates. Available services are shown at checkout; contact us before ordering if you need a particular delivery date.
Tracking
After dispatch, we send a shipping confirmation with tracking information. Allow 24–48 hours for the first carrier update. If tracking does not update, delivery is overdue, or a parcel is marked delivered but cannot be located, contact us so we can investigate with the carrier.
Addresses and order changes
Check your full address and contact details before payment. Contact us immediately about corrections or cancellation, preferably within 12 hours of placing the order. We cannot guarantee a change after processing or dispatch. Customised prescription production may prevent a change-of-mind cancellation once the applicable custom-made goods exception applies. This does not limit statutory rights for eligible purchases.
P.O. box and military address availability depends on the carrier and checkout. Ask us before ordering rather than assuming express delivery is supported. If an order is returned because of an incorrect address supplied by you, we will discuss any applicable reshipping cost before sending it again.
Customs, duties and taxes
Orders are dispatched from our China warehouse. For orders delivered to the United Kingdom, WOOglasses bears applicable import duties and import taxes; these are included in the final amount shown at checkout. Customers do not need to pay additional import duties or import taxes on delivery for these UK orders. If a carrier requests an import payment, contact us before paying so we can resolve it. For destinations outside the UK, charges and clearance requirements depend on the destination; review checkout and contact us before ordering if unsure.
Delivery problems and damage
Report damage, an incorrect item or a delivery concern promptly, preferably within 7 days, and keep packaging and relevant photos to help investigation. This request does not impose a deadline on statutory rights. We remain responsible for the goods as required by applicable consumer law; a carrier delay or a delivered scan does not automatically remove your rights. Where a parcel is lost or goods are damaged, we will investigate and provide an appropriate remedy.
For return arrangements, see our Returns & Refunds Policy. Our UK return address is WOOglasses / ETRACING LTD, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Please contact us with your order number before posting a return so we can provide instructions.