Which courier service do you use?

• Your order will typically be delivered by a DHL courier.

Can I collect my order in store?

• Yes - please email care@finlayandco.com immediately after ordering and we’ll arrange for your order to be collected in store.

How can I track my order?

• Once your order has been sent you will receive a shipping confirmation email from us which will contain your DHL tracking number. To track your order simply head over to www.dhl.com and put your tracking number into their ‘Track your Shipment’ tool.

We offer worldwide shipping for all orders (excluding Russia and Nigeria). Standard delivery is FREE to the UK, US, and EU. For the rest of the world, shipping rates are calculated at checkout. Orders placed after 2 pm GMT on Fridays, during weekends, or on public holidays will be shipped on the next working day. For Express shipping, orders must be placed by 2 pm GMT to be dispatched the same day, and the following charges apply:

Standard

• UK - 3-5 working days
• EU - 3-7 working days
• USA and the Rest of the World - 7-10 working days

Express

• UK - 1-2 working days - £10
• EU - 2 to 4 working days - €35
• USA and Rest of the World - 3-7 working days - $35

If you have any additional features to your frame these processing times will be added to your shipping date:

• Engraving - 3-4 working days
• Prescription - 3-10 working days
• Polarisation - 3-7 working days
• Nose Pads - 5-10 working days

Lens Replacement Service

• The shipping fee for lens replacement is £10.00. If your order includes other products, additional shipping costs may apply.
• Once we receive your frames for lens replacement it will take 5-10 business days depending on your requirements.

What is the status of my order, and when will it be shipped?

• These times are from when we ship your order. If you have added engraving, prescription lenses, polarisation or nose pads this will delay the shipping of your order. Please note, FINLAY are not responsible for any unanticipated delays caused by DHL, destination customs clearance processes or remote delivery addresses.
• If you have an account with us then please login to view the status of your order. If you do not have an account yet, then please email care@finlayandco.com and one of our team will be able to assist you.

FINLAY are not liable for any custom or import duties. For orders being delivered in the UK you will not be required to pay duties and taxes. For orders being sent to Europe, USA and The Rest of the World, you may be liable to customs and duties charges. Each country has different rules for customs and import duties. We suggest that you check before purchasing https://www.simplyduty.com/import-calculator/.

Please note, duties and taxes are not refundable.

FINLAY offers returns and exchanges on all non-customised purchases within 30 days of the goods being delivered. Customised items, including prescription, transition, polarised, engraved, blue-light lenses or frames with nose pads are excluded from this policy.

Purchases must have been made via the FINLAY website or in an FINLAY store, and proof of purchase or an order number is required. Returned frames must be in their original and unworn condition.

Returns are free for orders from the UK and US. For the rest of the world, return postage is paid by the sender.

Please allow up to 10-14 working days for your return or exchange to be processed. You will receive an email notification once this has been completed. Please note, all returns sent over the Christmas period will be processed from the 5th January 2026.

Once your order has been refunded please allow 10 business days for the funds to show in your account. This time period is out of our control and can vary depending on your bank issuer. 

For orders from the UK and US returns are free. For the rest of the world, return postage is paid by the sender.

For a free returns label, please email the team with details of your name and order number to: care@finlayandco.com. You will then be provided with a free postage label.
If you are returning outside the UK or US you can send your returns paid for by you to:

FINLAY
42 Ledbury Road, London
W11 2AB 

Please include your name and order number in the return so we can attribute the return and refund your order.

Please note, any re-import duty charges or shipping will be deducted from your refund. Please be aware that the refunded amount could take up to 10 working days to be returned to your account, this is due to the way different banking networks operate.

Unfortunately, we are unable to offer a refund for orders with the following personalisations:

Engraving

• Engraved frames have personalisation means they cannot be resold.

Prescription

• If you change your mind about your sunglasses or spectacles with prescription we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour in the same style frame. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com.
• If you feel there is a problem with the lenses, please get in touch with us as soon as possible at care@finlayandco.com. Please note that if you are wearing a new or recently updated prescription, it often takes a small amount of time for your eyes to adjust to the new lenses.

Polarised or Transition Lenses

• If you change your mind about your sunglasses after adding polarised or transition lenses. Our polarised/transition lenses are fitted specially for your order making the frame personalised to you.
• However, we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour in the same style frame. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com

Blue Light Filter

• If you change your mind about your spectacles after adding blue light filter we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour in the same style frame. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at care@finlayandco.com

Nose Pads

• We cannot offer a refund on frames that have had nose pads added by the customer when purchasing as they are personalised and cannot be resold.

You can return or exchange an item purchased with your FINLAY gift card as long as you have your original receipt. Any money refunded will be credited to a new gift card.

• You can exchange a gift as long as you have a proof of purchase/receipt from FINLAY, the frames have not been worn and are in the same condition as when they were bought.
• Unfortunately we are unable to offer refunds for gift cards.

How do I submit my prescription online?

• When placing your order online you will be able to select from 3 options. You can either; upload your prescription during the prescription journey, email your prescription directly to us at care@finlayandco.com or if you are an existing customer you can select for us to use a prescription on file. When supplying your prescription it must contain the following information; your name, date of the eye test, recall/expiry date and the optometrist's signature.
• If you have a reading and a distance prescription please email us at care@finlayandco.com and specify which prescription you would like in your new FINLAY frames.

Can I order frames without prescription lenses?

• You can order the frames without prescription by simply selecting the "non-prescription" option when adding them to your bag.

What is my pupillary distance (PD)?

• Pupillary Distance (PD) is the distance between the centre of both pupils in millimeters. The PD is required by our optical technicians to fit your lenses accurately and achieve the most effective and comfortable outcome for you.
• You might find your PD on a previous prescription or by calling the opticians who carried out your most recent eye test. If you are still unable to obtain your PD then please contact us at care@finlayandco.com
• If your prescription is more complex, more measurements will need to be taken in person to ensure your lenses are positioned correctly in the frame, ensuring you have the clearest vision from your spectacles. If this is necessary, we will contact you to arrange. If you have any questions, email care@finlayandco.com

What are the requirements for Lens Replacement?

Frames must be:

• Available on all FINLAY frames and on eyewear purchased from other brands.
• Not available on damaged or frames crafted from Horn.
• For wrap-around frames please contact us before purchasing.
• Currently available for UK customers only.

What lenses do you use?

Sunglasses (non-prescription) - ZEISS
Spectacles and Sunglasses with Prescription - ZEISS and Essilor

We use the finest lenses and all of our standard prescription lenses utilise a 1.5 index multi coated lens, meaning they are treated with anti-scratch and anti-reflective coatings. Each pair is fitted by expert technicians and independently checked to ensure optical quality

What is the shipping cost and timeline for Lens Replacement?

• The shipping fee for lens replacement is £10.00. If your order includes other products, additional shipping costs may apply.
  
• Once we receive your frames for lens replacement it will take 5-10 business days depending on your requirements. 

Do you offer prescription sunglasses?

• Yes we offer prescription lenses for sunglasses. Simply select your chosen frame and lens colour, and select the "add to bag" button. During this process you will be given the option to add prescription lenses to your frames.

Can I have my lenses polarised?

• We offer polarised lenses as an additional service. Polarised lenses cost £50. This can be done during your prescription lens journey on the product page.

How long will it take to have my prescription fitted?

• Adding prescription lenses to your order can add 3-10 working days to your shipping date. The time taken depends on the prescription. If you would like more information on how long your prescription would take please send your prescription and lens choice to care@finlayandco.com
  What should I do if I’m experiencing issues with my prescription?

What should I do if I’m experiencing issues with my prescription?

• Sometimes it can take a little while to get used to your new prescription. We would recommend wearing your new prescription spectacles or sunglasses for 1-2 weeks to allow your eyes to adjust.
• If you feel that there is something significantly wrong or you have waited 1-2 weeks and there is still an issue, then please email care@finlayandco.com

• Frame engraving costs £20 per frame.
• Engraving adds around one week to the fulfilment time on top of the regular time for processing your order.

• Maximum: 8 characters
• The colour of the engraving will be silver or gold. The colour will be chosen based on the metal work on your frames.
• Your frame will be engraved on the tip of the temple on the right hand side. Please note for Chiltern Frames engraving will be on the inside of the temple near the hinge.

- Keep your frames in a hard or soft case at all times. We know it is tempting to just pop them in your bag or pocket however this can lead to damaged lenses and frames. 

- Avoid storing your frames in your car, especially in summer. Did you know that cars sitting in the sun have been known to reach upwards of 100 degrees Celsius, even in the UK. Exposing your frames to these types of temperatures over long periods of time can damage the lenses. 

- Resist the temptation to wear your frames on your head. When you wear your frame on your head the section of your head they sit on is a lot wider than where they sit when worn on your face. Due to the high quality of acetate, we use to make our frames the frame is very malleable, therefore wearing them on your head for long periods of time can cause your frames to stretch.

- Avoid submerging your frames in chlorine or salt water. We know that when you’re on holiday wearing your frames in the pool or at the beach is second nature, all we ask is that you be careful not to drop them in. Like with all metals prolonged exposure to chemicals can lead to a slight discoloration of the metal. 

• We offer a full 12 month warranty for free repair or direct replacement for all eyewear purchased through our website and store. The warranty covers all manufacturing defaults but not personal accidents. If you believe your frames or lenses have a manufacturing fault and you would like to discuss a repair or replacement then please email us at care@finlayandco.com
• If your frames need repairing please email us at care@finlayandco.com with images and full details of the damage. Our team will then be in touch with recommended next steps.

We offer a complimentary FINLAY frame MOT in our FINLAY stores so if you're in the neighbourhood then do pop in and our team will be delighted to see you! If you don’t live in London contact our team at care@finlayandco.com and they will be able to advise the best option for you. 

Spectacles and Sunglasses come with standardised measurements. On the inside of your Finlay frames, you will find three numbers (all written in mm).

1) The first number measures the diameter of the lens. 
2) The second number measures the nose bridge width or the gap between lenses. 
3) The third number measures the length of the temple

• You can buy a gift card on our website or in a FINLAY store. Gift Cards are available in the following amounts: £50 / £100 / £120 / £140 / £160 / £250 / £500
• You can redeem your gift card against purchases at FINLAY stores and on the FINLAY website. If you do not spend the full amount any balance remaining will be left on the card and may be applied to future purchases.

• Your FINLAY gift card will never expire from the date of purchase.
• You can receive a balance enquiry at any FINLAY store by taking your card to the till point or by emailing our customer care team at care@finlayandco.com

• If you are having problems with your gift card please email the team and someone will be able to help you: care@finlayandco.com 
• In cases where your gift card is lost, stolen or damaged unfortunately FINLAY is unable to replace or reimburse the remaining balance on the card.

What do I need?

• You need a smartphone or computer with a camera for our virtual try on to work. You will also need a credit card as a sizing reference (anything else the same size as a credit card will do as a replacement)
  Is Virtual Try On available on all frames?

Is Virtual Try On available on all frames?

• Virtual Try On is available on the majority of our frames.

Why do you need access to my camera?

• This is so we can take a video of your face to get some measurements and show how the frames will look on you. Your video recording is completely private, only used for this online try on, and you can delete it any time you wish.

What do you do with the videos? Do you keep them?

• We capture your image for the sole purpose of providing you with our virtual try on experience. Only you can see your individual recording and this can be removed at any time.

Can I remove my video/image after using Virtual Try On?

• Yes. This can be done one of two ways. If you head over to our Virtual Try On page (here) you can simply click the remove button on the bottom of the image and this will delete your recording. Alternatively, you can also remove it when accessing the Virtual Try On tool from any of our product pages by clicking the word "remove" on the right hand side under the words Virtual Try On.

Who is Klarna?

• Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Am I eligible for Pay Later in 3 interest-free instalments?

• To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

• Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Why have I not been offered Pay later in 3 interest-free instalments?

• Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

How does Pay later in 3 interest-free instalments work?

• Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by FINLAY and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app.

What do I need to provide when I make a purchase?

• If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

• Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor FINLAY run credit searches against you that could impact your credit rating.

What are my payment options with Klarna?

• Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

Can I pay before the due date?

• Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

• Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at ​www.klarna.com/uk​.

What happens if I don’t pay for my order?

• Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at FINLAY from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I haven’t received an email with my statement/payment information.

• You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

What happens if I cancel or return my order?

• As soon as FINLAY have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens to my statement when I've returned the goods?

• Once FINLAY has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

• In the event that your goods have not been received please call FINLAY to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

• As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

• Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I have been asked to go to the Klarna site. Is this correct?

• You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

• Payment information is processed securely by Klarna. No card details are transferred to or held by FINLAY. All transactions take place via connections secured with the latest industry standard security protocols.

I still have questions regarding payment. How can I get in touch?

• Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.