Shipping policy

Shipping & Delivery

Kept provides prepaid tracked postage for sending your glasses to us and tracked delivery back to you once your new lenses have been fitted.

Sending your glasses to Kept

After placing your order, we'll provide instructions and a prepaid Royal Mail postage label for sending your glasses to us.

Please pack your glasses securely in a hard glasses case and suitable protective outer packaging. Your Kept order number should be included with your glasses.

Please send your glasses within the timeframe stated in your postage email. If your postage label has expired, please contact us before sending your glasses.

Postal cover

Our standard prepaid postal service includes compensation up to £75, which is suitable for most everyday frames.

If you believe the replacement value of your frames is greater than £75, please contact us before posting them so that we can arrange an appropriate higher level of postal cover.

Please do not send high-value frames using the standard prepaid label without contacting us first.

When your glasses arrive

Every frame is inspected before we begin your order. If we identify an issue with your frame, prescription or lens selection, we'll contact you before proceeding.

Turnaround

Our estimated turnaround time is 7–14 working days from the date your glasses are received and approved by Kept. Specialist prescriptions or lens options may take longer. If we expect a significant delay, we'll let you know.

Returning your glasses

Once your new lenses have been fitted and your glasses have passed our final quality checks, we'll securely package them and return them to the UK delivery address provided with your order using a tracked postal service.

Tracking information will be provided when your glasses are dispatched.

UK orders

Our prepaid send-in and return service currently applies to eligible UK orders only.