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Need assistance?

If you have questions then you are in the right place
Check out our FAQ’s below to find the answer you are looking for. Alternatively, to contact a member of the team for assistance please choose the relevant option below


Where are our stores?

FINLAY Soho - 61 Broadwick St, London, W1F 9QT
FINLAY Notting Hill - 42 Ledbury Road, London, W11 2AB
Click here for more details

Opening Times 

Monday to Saturday; 11am - 7pm
Sunday; 12pm - 6pm

Notting Hill
Monday to Saturday; 10am - 6pm
Sunday; 11am - 5pm

What services are available in our stores?

We sell spectacles, sunglasses, accessories and contact lens subscriptions in our stores. We also offer a range of services including eye tests and contact lens tests in store. You will find the full FINLAY collection alongside a curated edit of our other favourite independent brands from around the world. Find out more here

What brands do we carry?

We stock a selection of the best independent eyewear brands from around the world. Check here to see which brands are found in each store

Where else can I buy FINLAY?

FINLAY sunglasses can be found in some other great stores around the world. You can see a full list of our stockists here

Covid 19 Response

What are you doing differently in-store in response to the Covid 19 pandemic?

We are pleased to announce that following the government's latest advice on Covid-19, we have re-opened our FINLAY stores.

We wanted to make you aware of some of the changes we have made to ensure that you can continue to enjoy our stores in the safest way possible.

The most important of these is that we kindly ask that you do not enter our stores if you have cold or flu symptoms. Please stay at home and self isolate in accordance with the government's guidelines

If that’s not you, and you are coming to store, then we very much look forward to welcoming you.

Here’s what you need to know:

- We are offering eye test appointments. You can book via our website or by calling the store.
- We will be allowing a maximum of three customers in store at a time so a little patience maybe required at busier times. 
- All surfaces and products are being regularly sanitised throughout the day. Our team regularly wash their hands and have the necessary personal protective equipment (PPE) in place for everyone's safety.

Finally there are just a few additional things that we would ask of you:

- Please sanitise your hands on arrival using the hand sanitiser provided
- Observe 2 metre social distancing
- When in store card payments only
- Following government guidelines it is now mandatory for all customers to wear masks in store
- Please follow any other safety instructions given by our team

We really appreciate you following these guidelines and look forward to seeing you soon


Eye Tests

Do we offer eye tests? 

Yes, we offer eye tests and contact lens tests with our expert optometrists in all of our FINLAY stores. The below information covers traditional sight tests. Further information on contact lens tests can be found in the specific contact lens section below.  Book now

How much is an eye test? 

Eye tests are £15 with frame purchase and £30 without.

How long will it take?

Please allow up to 40 minutes for an eye test. If you have a time constraint, please let the optometrist know on the day

How often should I test my eyes / my vision is fine? 

It is suggested that you should have your eyes tested every two years, even if you feel that you are not aware of any problems. It might be suggested by your optometrist that you have your eyes tested more frequently if you: have diabetes, are aged 40 or over and have a family history of glaucoma, are aged 70 or over, are a child wearing glasses

Do I need to book in advance?

Occasionally there might be an appointment available on the day, but it’s best to check availability in advance and book online

Do I need to do anything before my sight-test?

If applicable, please bring your current glasses or contact lenses and take a note of any prescription medication that you are taking. It is also worth thinking about whether you’ve noticed a change with your eyes recently

Do you offer Children's eye-test?

Yes - we offer free eye tests and contact lens tests in our Notting Hill store where we also have a dedicated children's eyewear section. You can book online here or call us on 0203 475 4890 if you wish to discuss further

I have an eye test from another optometrist practice - can I use this prescription when buying frames from FINLAY?

Yes - as long as your eye test was within the last two years and your prescription has been signed by the testing optometrist, we can use this when creating your new frames

Do I need an eye test if I've been for a contact lens check up?

Yes - contact lens check-ups look at the front surface of the eye and don’t measure the health of the inner and outer parts of your eye, so it’s worth booking in for a regular eye test too

Online Orders

What is the status of my order?

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 and one of our team will be able to assist you

Can I change my order once placed?

Get in touch as soon as possible to request any changes. You may be able to amend your order if your frames have not yet been shipped, or are still with our team for prescription or engraving. If your frames have already been shipped then please wait until they have arrived with you, then email us at to discuss an exchange

Which payment methods do you accept? 

We accept all major debit and credit cards, including Visa, Mastercard, AMEX and Maestro. You can also purchase your frames using PayPal, Apple Pay, Google Pay and Shop Pay. If you have any issues with processing a payment, then please contact us

I didn't receive an order confirmation?

If for any reason you have not received your email confirmation upon purchase then please email and one of our team will be able to assist you

Are duties and taxes included in your free delivery? 

We cover the cost of shipping internationally, however we do not cover duties and taxes. Each country has different rules for customs and import duties. We suggest that you check before purchasing We are not liable for any custom or import duties

Can I collect my order in store?

Yes - please email immediately after ordering and we’ll arrange for your order to be collected in store

Can I order from outside of the UK?

Yes - we offer free worldwide shipping and returns. The only countries we are regrettably unable to ship to are Russia and Nigeria

Will my sunglasses look identical to those in the picture?

The image that you see on the website should be a very fair representation of what your frames will look like. However, the beauty of many of the acetates that we use, like our tortoiseshells, mean that every pair is unique. Therefore there might be slight variances in the grain or colour of your frames

What should I do if the frame I want to order is out of stock?

We produce our frames in small batches and so occasionally a style will be out of stock. If the frame you like is out of stock please sign up for stock updates using the email box provided or contact the team for further assistance

Can I create an online profile?

Yes, you can create an online account here. This will allow you to check out faster, and view and track your orders

Forgot my password for my online profile? 

You can reset your password here using our ‘Forgotten Password’ button. If you are still having problems accessing your account then please email and one of our customer service team will be happy to help

How will I know they will suit my face shape?

We have created a helpful fit guide to help you choose the perfect frame for your face shape. If you still aren’t sure, rest assured we offer free shipping and returns on all online orders (without engraving or prescription lenses)


Where do you ship?

We offer free worldwide shipping for all orders (excluding Russia and Nigeria)

What does shipping cost?

Standard delivery is free, however, for express shipping the following charges apply:

UK priority shipping - £5
EU priority shipping - £10
Rest of the World priority shipping - £15

Who pays for import duties and taxes?

We cover the cost of shipping internationally, however we do not cover duties and taxes. Each country has different rules for customs and import duties. We suggest that you check before purchasing We are not liable for any custom or import duties

Which courier service do you use?

Your order will typically be delivered by a DHL courier

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 and put your tracking number into their ‘Track your Shipment’ tool

Returns and Exchanges

What is your returns and exchange policy

FINLAY offers free worldwide returns on all purchases made without prescription or engraving, within 30 days of the goods having been delivered. The purchase must have been made on the FINLAY website or in a FINLAY store, and you must be able to provide proof of purchase / your order number. The frames must be in the same condition as when they were bought and must not have been worn

How do I start a return / exchange? 

For free returns, please email the team with details of your name and order number to: You will then be provided with a free postage label. If you’re returning your order from outside the UK, you must use our chosen service to avoid incorrect re-import duty charges. If you choose to return your frames using a different method any re-import duty charges 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.
Alternatively, for UK customers only, if you do not wish to use our free returns offer you can send returns paid for by you to:
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

Can I return an order if it has a prescription?

Unfortunately we are unable to offer a refund if you change your mind about your sunglasses or spectacles with prescription. 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
If you feel there is a problem with the lenses, please get in touch with us as soon as possible at 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

Can I return an order if it has engraving? 

Unfortunately we do not accept returns of engraved frames as the personalisation means they cannot be resold

Can I exchange a gift? 

Yes as long as you have proof of purchase and the frames have not been worn and are in the same condition as when they were bought


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 or if you are an existing customer you can select for us to use a prescription on file. We are only able to use a prescription on file if the prescription we hold is less than 2 years old, this applies to all prescriptions whether it is from a previous order or from a sight test in one of our stores. When supplying your prescription it must be signed and dated and this information must be shown in the image.

If you have a reading and a distance prescription please email us at and specify which prescription you would like in your new FINLAY frames

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

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

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

What is my pupillary distance (PD)?

Pupillary Distance (PD) is the distance between the centre of both pupils in millimetres. 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

What if I only wish to order frames without lenses?

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

Can I return my order if it included a prescription?

Unfortunately we are unable to offer a refund if you change your mind about your sunglasses or spectacles with prescription. However, we can offer an exchange within 30 days of purchase. The exchange is only available for a new colour of the frame in the same shape. Frames and lenses must be in their original condition. For any questions regarding exchanges please contact the store team at


What lenses do you use?

Sunglasses (non-prescription) - Carl Zeiss
Spectacles and Sunglasses with Prescription - 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

Are your 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 thin should I order my lenses?

Please find recommendations below on which lenses you should order based on the SPH and CYL on your prescription. These recommendations are suitable for the majority of prescriptions: 

SPH and CYL up to - or + 2.00: Single Vision Regular 1.5
SPH and CYL between - or + 2.25 and 3.50: Single Vision Thin 1.6
SPH and CYL between - or + 3.75 and 4.75: Single Vision Thinner 1.67

If you have a SPH and CYL above - or + 5.00 we unfortunately can't process your prescription online due to needing specific measurements. We would advise you to visit one of our stores to purchase the frame and lenses you need or if thats not possible you are able to purchase the frame without lenses and have them fitted at your local opticians

Do you offer varifocal lenses? 

Unfortunately we cannot offer varifocal or bifocal lenses online as measurements need to be taken in person to fit the lenses correctly. If you require either and can make it to our store in Soho, London, then please pop in and we can take your measurements and process your order

What’s the best way to clean my lenses?

The cleaning cloth inside your case should be sufficient for most day to day cleaning. For a more thorough clean, rinse your lenses with lukewarm, soapy water. It is best to avoid using hot water on your lenses


How much does it cost for frame engraving?

Frame engraving costs £20 per frame

What is the maximum number of characters I can have engraved on a frame?

8 characters

How long will it take to be engraved?

Engraving adds around one week to the fulfilment time on top of the regular time for processing your order

What colour will the engraving be?

The colour of the engraving will be silver or gold. The colour will be chosen based on the metal work on your frames 

Can I return my frames if they have been engraved?

Once your frames have been engraved, you won’t be able to return your order

Where on the frame will the engraving go?

Your frame will be engraved on the tip of the temple on the right hand side  

Contact Lenses

Do you offer contact lenses?

Yes, we offer contact lenses at both of our stores, along with contact lens checks and first contact lens fits. If it's your first time, our optometrists will talk you through the whole process and teach you how to get comfortable using them

How much is a Contact Lens test?

If you have not worn contact lenses before, or do not have a current contact lens prescription, there are a few assessments we will need to make to determine the best options for your prescription and comfort. Your first Contact Lens Assessment is £30, followed by a Contact Lens Fit and Check, also £30. If you are a current contact lens wearer, you can be fast-tracked to the final stage. A Contact Lens Check is £30. It is important to note that in order to get contact lenses, we will first need an up-to-date prescription. If you do not have this you can book a combined appointment for a Sight Test and Contact Lens Assessment

Do I need to book in advance?

Occasionally there might be an appointment available on the day, but it’s best to check availability in advance and book online

I have never worn contact lenses before. What can I expect?

In order to have a contact lens prescription you must have an up-to-date sight test prescription first. Once we have this we can then sort ‘trial’ contact lenses for you. Our Optometrist can then assess the vision and fit of the trial lenses (and show you how to insert/remove them), during a Contact Lens Assessment. You can then try the lenses at home and see how you get on with them day-to-day for a week. Before running out of your trial lenses, we will need to see you for a Contact Lens Check appointment, to discuss your experience and look at how the lenses are getting on with your eyes. You must attend the appointment wearing a set of the trial lenses that have been in for at least 2 hours prior to the Contact Lens Check appointment, in order for the lenses to settle properly

I already wear contact lenses but my prescription has expired, what should I do?

You will need to book in for an Eye Test and Contact Lens Assessment so we can get an up-to-date prescription for you. Please bring with you your expired prescription and any packaging of the contact lenses you currently wear. Please attend the appointment wearing your current contact lenses, that have been in for at least 2 hours prior to the appointment in order for the lenses to settle properly

How do I know what type of appointment to book?

We offer several types of comprehensive assessments, in a relaxed atmosphere using industry-leading equipment. Head over to our booking page here to get a full breakdown and descriptions of the different appointments we offer

Will I need more than one appointment to get contact lenses?

This will depend on what stage you are at with contact lens use and your prescription. To give you the full picture, everyone must go through or have completed the following stages to get a contact lens prescription finalised:

- An Eye Test to get an up-to-date spectacle and/or contact lens prescription
- A Contact Lens Assessment, including a Teach + Fit if necessary
- A Contact Lens Trial period, usually lasting 7-10 day
- A final end of trial Contact Lens Check

If you already wear a brand of contact lenses that we carry and have an up-to-date prescription, you can book a Contact Lens Check appointment. Please be mindful that if the Optometrist is able to improve your vision in a new set of contact lenses, we may order some different trial lenses and repeat stages 3 and 4

Do I need to do anything before my contact lens appointment? 

For a Contact Lens Assessment, Contact Lens Check or end of trial appointment, you must arrive wearing your contact lenses, having put them in at least 2 hours before to allow the lenses to settle. You must also bring any previous prescription information if we are seeing you for the first time and the details of the contact lenses you are wearing if applicable

Is a contact lens prescription different from a spectacles prescription?

Yes, as the correction is sitting directly on your eye rather than in the spectacle lenses in front of your eyes. The difference in where the lenses are in relation to your eyes, and what type of contact lenses you require, causes the prescription in spectacle lenses to be slightly different than that of the contact lens prescription


Do you offer a warranty?

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

Do you offer repairs?

If your frames need repairing please email us at with images and full details of the damage. Our team will then be in touch with recommended next steps

Where can I find my frame’s measurements?
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 

How can I clean my frame at home?

If your frame is in need of a good clean, we recommend using a mild washing up liquid in lukewarm water. Submerge your frame in the water for a minute and then dry with a clean, soft hand towel that hasn’t been washed with a fabric softener. Once dry, finish off by giving your frame a thorough wipe with your FINLAY cleaning cloth, making sure there is no grit or residue on the cloth that could undo your good work!

Gift Cards

Where can I buy a gift card?

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

Where can I spend my gift card? 

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

Can I return items purchased with a gift card? 

Yes. 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

I was unable to redeem my gift card

If you are having problems with your gift card please email the team and someone will be able to help you: 

Does my gift card expire?

Your FINLAY gift card will never expire from the date of purchase

I have lost my gift card?

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

Can I check the balance on my gift card?

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

Can I get a refund for a gift card? 

Unfortunately we are unable to offer refunds for gift cards