Terms of service

Terms of service

WOOglasses is operated by ETRACING LTD, 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom. Contact service@wooglasses.com or wooglassesuk@gmail.com about an order or these terms. Our store is hosted on Shopify. These terms explain use of the website and purchases from our store; they do not exclude your statutory consumer rights.

Products and information

Read each product's description, dimensions and lens options before ordering. Images and colours may vary slightly with your screen. We aim to provide accurate descriptions and prices and will correct errors. A general guide does not guarantee that a lens, coating, prescription range or protective certification is available for every frame. Availability and the agreed specification are those stated for your selected product and order.

Prescription orders

Provide a current spectacle prescription from a qualified eye-care professional, the requested PD and accurate right/left eye values. Do not use a contact-lens prescription or guess unclear values. Contact us before ordering if your prescription or required fitting information is unclear. Our online guides are general information and do not replace professional eye care.

Check the complete order carefully. A customer-supplied prescription or measurement error does not automatically entitle you to a free remake; our responsibility for manufacturing or processing errors and applicable faulty-goods rights remains unchanged. See our Prescription Guide.

Orders, payment and price

Provide accurate contact, billing and shipping details. Check the currency, selected options, discounts, delivery charges and total at checkout. Payment methods vary by destination and are those offered at checkout. Keep the order confirmation and contact us promptly about an error. If we cannot fulfil an order, we will notify you and refund payments for the unfulfilled items. A price change on the website does not retrospectively change an agreed order price.

Where an obvious pricing or availability error affects an order, we will contact you to explain and offer the appropriate next steps, rather than charge an additional amount without your agreement. We may decline fraudulent or unlawful orders, subject to applicable law.

Changes and cancellation

Contact us immediately about a change or cancellation, preferably within 12 hours of ordering. We cannot guarantee changes after processing or dispatch. Goods made to your individual specifications may be exempt from change-of-mind cancellation. This does not override cancellation rights for eligible non-customised purchases or remedies for faulty, incorrect or misdescribed goods.

Delivery

Orders are fulfilled from our China warehouse. Processing and prescription production are separate from transit. Delivery estimates are not guaranteed dates; contact us before ordering if you need a specific date. Supported addresses, shipping options and applicable charges are confirmed at checkout. Read our Shipping Policy for current rates, tracking, customs and delivery help. We remain responsible for delivery as required by applicable law.

Returns, refunds and warranty

Our Returns & Refunds Policy explains the voluntary 30-day return window for eligible non-prescription items, custom prescription exclusions, faulty-goods remedies, return shipping, refunds and one-year frame manufacturing-defect warranty. Those voluntary terms supplement statutory rights. No wording in these terms removes rights that cannot lawfully be excluded.

Privacy and customer information

Read our Privacy Policy for information about how personal data is handled. Send only information necessary to resolve your enquiry. Never send full payment-card details, passwords or verification codes by email, or post a prescription publicly. Third-party payment and other services may have their own notices.

Website use and intellectual property

Do not misuse the website, introduce harmful code, attempt unauthorised access, impersonate another person, infringe intellectual-property rights, or submit unlawful content. WOOglasses content and branding are protected by applicable rights. Personal browsing is permitted; copying or commercial reuse requires permission unless the law permits it.

Third-party links and reviews

External links are provided for convenience. Review the relevant third party's terms and privacy notice before using its services. Customer reviews and feedback must be honest, relevant and lawful. We do not claim ownership of your personal or prescription information through a feedback submission.

Responsibility

We supply products with the quality, description and fitness required by applicable consumer law. We do not exclude or limit liability for fraud, death or personal injury caused by negligence, or any liability that cannot legally be limited. For consumer purchases, we remain responsible for foreseeable loss caused by a breach of our obligations, as required by law. We do not guarantee uninterrupted website availability.

Applicable law and changes

These terms are governed by the applicable laws of the United Kingdom, without depriving consumers of mandatory protections or rights to bring proceedings available in their place of residence. Updates apply to future website use and orders and do not retrospectively remove rights under an existing purchase. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

Contact and complaints

Email service@wooglasses.com or wooglassesuk@gmail.com with your order number and a clear description of the issue. We will review it and explain the next steps. Our registered business address is not a return address unless our support team confirms it for your return.