Delivery & Returns

Sending your glasses to KEPT

Once you’ve placed your order, we’ll send you everything you need to get your frames safely on their way to us.

Once you’ve placed your order, we’ll arrange a Royal Mail collection for your glasses. Royal Mail will bring the postage label with them, so there’s no need to print anything or visit a Post Office. Simply package your glasses securely ready for collection.

What happens next?

Once your glasses arrive, we’ll check your frame and prescription details before your lenses are ordered.

If we spot anything that could prevent us from completing your order safely, we’ll contact you before proceeding.

Your lenses are then ordered, fitted and your glasses cleaned and set up ready for their return.

How long does it take?

As your lenses are made or ordered specifically for your prescription, turnaround times vary.

Single vision: usually up to 1 week from receipt and approval of your frame.

Varifocal and more specialist lenses: usually up to 2 weeks.

These are estimated times rather than guaranteed delivery dates. If we expect your order to take significantly longer, we’ll let you know.

Getting your glasses back

Once completed, your glasses will be carefully checked, cleaned and packaged before being sent back to you using a tracked delivery service.

We’ll let you know when they’re on their way.

What about my old lenses?

Where possible, your original lenses will be returned with your completed glasses.

We think they’re yours, so you should keep them. They may also be useful should you ever need to return your frame to its previous prescription.

Returns

Prescription lenses are made specifically for you and your prescription, so they cannot normally be returned simply because you change your mind.

That doesn’t affect your rights if something is faulty, incorrectly supplied or not as ordered.

If you have a problem with your new lenses, contact KEPT first so we can understand what’s happened and advise you on the next step.