Online Delivery & Returns
Domestic Delivery / Delivery
The delivery of items which are in stock take approximately 3-5 working days, whilst items that are not in stock can take 7-10 working days.
All orders will have a delivery charge of £3.95. Deliveries are fulfilled via Royal Mail.
Prescription lenses can take up to 14 working days.
In Store Collection
In Store collection is available on all items. As soon as your online order is ready for collection a member of our team will be in touch.
Refunds & Returns
We are always here to help our customers. We understand that on occasion, purchased items need to be returned.
A full refund is offered (excluding delivery charges) with any product that you wish to return. Items are only eligible for a refund if they have not been opened or used, and if they are in original condition.
However, if we have made a mistake with your order, then we will be happy to offer a refund of all costs, which also includes money spent on postage and packaging.
Orr & Simpson
Online Returns Department
5 Killoch Place
We are happy to accept returns within 28 days of purchase for a full refund. Items are required to be unopened and in good condition. Delivery charge will not be refunded.
Once accepted, refunds can take up to 7 working days to show up in your account.
We promise to provide an exchange service on items up to 28 days after the order purchase date. Items sent for exchange must be unopened and in original condition.
Exchanges can be performed for the same product with a different prescription, or for a different product of the same value.
When an exchange is requested for a product of different value, the price difference will be calculated excluding the delivery charge of the original purchase.
If you would like to make an exchange, please call our team at the relevant practice.
If you wish to cancel your order, please contact us to do so. Any cancellations made during working hours, before your item has been dispatched, will be accepted. If your item has already been dispatched we will be unable to make any amendments to the item.
Successful cancellations will be refunded within 7 working days.
If you receive your item, and decide you would like to change your order, you are welcome to make an exchange. (please see exchange policy for further information).
FAQ’s Shipping & Returns
My order has not arrived, what should I do?
Please allow up to 7 working days for delivery. If you have not received your order after this time, please contact our practice by phone or email.
My goods arrived damaged, or my goods were not delivered.
If your package arrives damaged, or does not arrive at all, we are happy to replace your items. Please call us and one of our team members will talk you through the process.