FAQ

No, you can check out without registration using our guest checkout, however creating an account has many long term benefits. As a registered customer you can manage your orders more easily – it is especially useful when it comes to exchanges and returns. We also share exclusive information and discounts with our registered customers, so you will be the first one to know! Please see our Privacy Policy to check what information is collected and how it is being used, when you register with us.

We aim to dispatch our online orders within one business day (Monday - Friday). For example, if you place your order on Friday evening, we will dispatch your parcel the following Monday. Once your order has been dispatched, you will receive an email confirmation with the tracking number and link to track your order with our courier services – UPS for US and Russian orders and DHL for all other orders. You can also check the status of your order within ‘My Orders’ section by logging into your account or using your tracking number to track it on the DHL website here or UPS website here. If you have not received an email confirmation from us, please check your Spam mailbox, as automated emails sometimes end up there.

If you are based in London, you can choose to collect your order from our Mount Street boutique by selecting the ‘Collect In Store’ delivery method (please, find the store address here). Please allow up to 2 business days for the order to arrive at our store. Once the order is ready for collection, you will be notified via email or text message from DHL.

If you have received an incorrect item, please contact our Customer Service team or fill out the return request within your account under the ‘Returns’ section. Linda Farrow is committed to address and resolve such issues promptly and eliminate any inconvenience caused.

At Linda Farrow we take product quality extremely seriously – that is why every item undergoes a rigorous process of quality control and we do our best to ensure that we deliver your order in perfect condition. However, if the item you received is not in mint condition, please contact our Customer Service team, who will be happy to assist you on this matter.
You can also report the problem to us by logging into your account and sending us a return request, where you can state the issue you’re having with the received item. Please be advised, that manufacturing defects discovered upon delivery of the goods have to be reported to Linda Farrow within 14 days in order to proceed with an exchange or refund.

If you are not happy with the items you received, you have 14 days to return them under our standard returns policy.

*Please note that items sold during our Sale period, usually occurring in December/January, all sales are final on end of season frames. We are happy to exchange your frames or give store credit. Please contact customerservice@lindafarrow.co.uk for advice or queries.

To return an item, please log in to your Linda Farrow account in the top right hand corner, click on 'My Account', select the ‘Returns’ and request a new return for the items you wish to send back to us. We kindly ask you to return the glasses in the original condition including packaging. It is essential you request to return your items before you send them to us. Linda Farrow will not be liable for any items returned without following the outlined procedure.
If you don’t have an account within our website and you checked out as guest, please contact our Customer Service to request a return, quoting your order number. We will create a request for you and you will be emailed all the instructions, together with the return labels.
If you are facing any issues or require assistance, please contact us by email at customerservice@lindafarrow.co.uk or by phone and for toll free from the US.

All of the products purchased through our online store and at our
official stores are covered by one-year limited
warranty that applies from the date of purchase. Please see our warranty policy
below.

Linda Farrow guarantees your eyewear for any manufacturing
defects within two years from date of purchase. Defective items under guarantee
will be repaired or replaced at no charge. This guarantee does not cover any
damage as the result of mishandling, accident, wear and tear or unauthorised
repair or alteration. Repair or replacement as provided under this guarantee is
the exclusive remedy of the customer. Linda Farrow eyewear shall not be liable
for any incidental damages, for breach of any expresses or implied guarantee on
this product. Except to the extent provided by applicable law, any implied
guarantee or merchantability or fitness for a particular purpose on this
product is limited to the duration of this guarantee.

Notes from the manufacturer:

We hereby acknowledge that all our Optical
Frames comply with (EU)
Regulation 2017/45 and the requirements set out in EN ISO 12870: 2009
OPHTHALMIC OPTICS / SPECTACLE FRAMES and also EN 16128: 2015 and any subsequent
amendments.

Our Sunglasses  comply with the safety requirements set
by European Directive 89/686/EEC and subsequent amend[1]ments through April
2019; - Regulation EU 2016/425 and subsequent amendments effective April 2019;
- the requirements set forth in EN ISO 12312-1: 2013/Amendment: 2015 Standard.

General Information and Method of Use:

Sunglasses for general use. The product is made
so as to assure adequate protection against solar radiation. The number on the
product indicates the filter category – the list of use by filter is listed
below, each model is designed to reduce the effects of solar radiation in sunny
and normal use conditions.

Instructions for use:

Due to the delicate nature of our high quality materials, each
product will be supplied with a protective case, pouch or a wrap to fit the
purchased product. The product must be kept in the appropriate case supplied,
protecting the lenses and frame from scratches and impacts. Correct storage and
care of each product will help maintain the appearance of your piece for a
prolonged time period. Do not store in areas of high temperature, high humidity
or unventilated areas.

Cleaning and maintenance:

Metal and Acetate products

To clean (excluding those products which contain snakeskin,
leather, or fur) use liquid detergents and wipe with a soft cloth made of
natural fibres. Do not use abrasive products or cloths which could damage the
filter characteristics. For maintenance, contact specialised and authorised
opticians. Use only replacement parts and original accessories.

Acetate frames may build up oxidation over time, taking the
appearance of a cloudy white build up, reducing the polished finish of the
frame. To delay oxidation, it is advised to regularly clean the frame with warm
soapy water, avoiding scented or dyed soaps, patting it completely dry with a
clean cloth. Under no circumstances should the frame be cleaned using chemical
cleaners.

Acetate is a very ‘soft’ material, which means it is susceptible
to minor scratches and may become loose over time. To help your glasses keep
their shape, avoid placing them on top of your head and to use two hands to
take your glasses on and off. Should your glasses lose their shape, they can be
adjusted using a gentle heating technique. It is advisable to bring the glasses
in to your nearest quality optician for adjustment, avoiding adjusting your
frames on your own.

Snakeskin and Leather products

Linda Farrow has selected the most luxurious skins and leathers to
create your eyewear. They are unique and incidental tonal variations, marks or
veins are natural features and should not be considered as imperfections.

To maintain the beauty of your product, we highly recommend to
read and follow the following care guidelines:

1. Due to the delicacy of craft required to apply fine leathers
and exotic skins on your pair of glasses, avoid all contact of your product
with water and liquid substances (creams, make up, sanitizers and perfume).
High humidity levels and other liquids may cause the skin to expand, peel and
come off the frame. Prevent your product from contact with liquids, humidity
and keep it away from direct sources of heat (radiators, inside of cars in
summer). Linda Farrow’s guarantee will not apply to skin/leather damage caused
by wear and tear, liquids, humidity and marks.

2. Patent leathers are susceptible to discolouration due to the
plasticisers used to prevent crack-ing of the patent finish. Discolouration can
happen to patent leather but is more perceptible on light shades. To avoid
discolouration, keep your patent leather item in its case and try to avoid
contact with darker coloured items.

3. Colour fastness cannot be guaranteed on leather or skin pieces.
Try to avoid contact be-tween leathers and exotic skins pieces and paler
materials.

4. Due to the fine nature of leather exotic skin pieces, extra
care should be taken when clean-ing. It is advisable to regularly clean and
care for your Linda Farrow leather and exotic skin goods with high quality
leather creams and waxes. Prior to cleaning, ensure the item is dry and remove
any dirt with a cloth.

5. On occasion make-up and dirt can get trapped in the snakeskin,
and rub off on leather. Should you detect a make-up or dirt stain on your Linda
Farrow product, you can gently and carefully use a colourless rubber eraser to
remove the stain, maintain the leather or snakeskin and pro-long the item life.
Vigorous use can cause damage to the skin. Leather protectors should be applied
after cleaning.

6. A protector spray may help to guard against staining and water
penetration - however the protector spray will not make your item waterproof.
Prior to using a leather protector spray, please ensure the lenses and metal
are covered and protected from contact with the spray.

7. Linda Farrow leather and exotic skin goods are made from the
finest materials and it is advisa-ble to alternate wear to prolong their life.

Buffalo Horn products

Buffalo horn is a natural material which requires special care. A
microfiber cleaning cloth and a container of polishing cream is supplied with
every buffalo horn product purchase from Linda Farrow. It is advised to buff a
small amount of the polishing cream onto your frame with the microfiber
cleaning cloth every three months, paying special attention to the temples and
frame edges. Avoid using water or chemical cleaners on your frames. Should your
frame come into contact with lens cleaner, remove it immediately with the
microfiber cleaning cloth.

Lenses

Linda Farrow sunglasses are fitted with lenses of the finest
quality, often using light, flexible, highly durable and impact-resistant nylon
lenses, allowing us to create outstanding designs. Linda Farrow lenses are
finished with various anti-reflective and hard coatings to provide UV
protection of the highest level. On occasion Linda Farrow sunglasses are fitted
with glass lenses, which provide high levels of clarity and UV protection, but
are less shatter resistant.

The guarantee does not cover scratches or any damage to lenses
caused by wear and tear, or any accidental damage.

Lenses can be removed and fitted easily into many of the Linda
Farrow frames by quality opticians, with the exception of oversized frames,
frames with a one piece ‘shield’ lens and some of the Linda Farrow more unique
frames. If in doubt, please contact Linda Farrow’s customer service team for a
confirmation.

Optical glasses are fitted with ‘mock optical’ lenses. Linda
Farrow highly advises to use a quality optician to diagnose and fit the correct
prescription lens. Fine opticians can offer a large variety of lenses, with
various properties and coatings.

Please check the lens category printed on your pair of glasses, to
ensure correct and safe use.

Category 0 – Zero or very light tint

These lenses should be worn for aesthetical or comfort purposes
only. They do not offer UV protection.

Category 1 – Light tint

These lenses should be worn at weak levels of sunlight.

Category 2 – Medium tint

These lenses are suitable for common use at average levels of
sunlight.

Category 3 – Dark tint

These lenses are suitable for use in strong sunlight, including
occasional wear in conditions of sunlight reflection on snow and water.

Category 4 – Very dark tint

Commonly known as Polarised lenses. These lenses are suitable for
use at exceptional levels of strong sunlight. Not suitable for driving as the
UV tint might interfere with vision.

Warning:

This product is not adapted for looking directly at the sun. The
product is not will not provide appropriate protection against exposure to UV
rays produced by artificial sources. The product is not adapted to driving in
conditions of poor visibility, like at sunset and during the night. The
products relating to category 4 are not adapted to driving an automobile and
are not usable by road users.

Precious Lenses

An exclusive selection of Linda Farrow sunglasses are fitted with
precious lenses, which have been coated with 24 carat Gold, 18 carat Rose Gold
or Platinum. All Precious lenses are made in France and supplied by the Dalloz
Creations.

Coating of lenses with precious metals is achieved using
innovative technology, evaporating the precious metals allowing them to be
applied on Linda Farrow’s signature high quality lenses in a delicate coating.
Precious lenses are to be treated with extra care, as scratches can be more
noticeable on the surface. Waves of discoloration may become visible under
artificial lighting, which is a natural reaction of the material and should not
be considered as imperfections.

We have access to archive styles from older seasons and designer collaborations.
Please contact our Customer Service team who will be able to source the items for you at customerservice@lindafarrow.co.uk

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.

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 LINDA FARROW and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

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.

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 LINDA FARROW run credit searches against you that could impact your credit rating.

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.

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.

What happens if I cancel or return my order? As soon as [MERCHANT] 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 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 LINDA FARROW 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 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 LINDA FARROW. All transactions take place via connections secured with the latest industry standard security protocols.

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 to my statement, when I've returned the goods? Once LINDA FARROW 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 LINDA FARROW 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 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.

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