What is your warranty policy?
Whilst we endeavour to deliver all products in exceptional condition and to the highest quality, you can rest assured that all eyewear distributed by Cutler and Gross comes with a warranty that covers against manufacturer defects for one year from the date of purchase. All warranty claims must be accompanied by proof of purchase from a Cutler and Gross store or authorised dealer and can be submitted via email to [email protected]. Please make sure to quote your original invoice number, which can be found in your original email or on the physical invoice that came with your order. Note that our warranty does not cover scratches to lenses or any products that have been personalised, altered or misused.
How can I find a store near me?
To locate your nearest Cutler and Gross store or stockist, please visit: www.cutlerandgross.com/stockists
Can you tell me when new products or promotions are announced?
We announce new products, promotions and competitions via our website, newsletter and social media channels. Sign up to our Visionaires newsletter and join the Cutler and Gross world at www.cutlerandgross.com/join-our-world and follow us on social media using the handle @cutlerandgross.
Are the products on the website the same as in the stores and is the full collection represented on the website?
While we offer a large selection of frames online, the range in Cutler and Gross stores and authorised stockists will differ slightly due to local demand. If you are seeking a particular style or frame that is not on the website, you are welcome to email [email protected] and we will do our best to find the frame or style you are looking for.
Is my personal and credit card information safe on your website?
Yes. Cutler and Gross takes your personal information security very seriously and we have safeguards in place which block any unauthorised access to online customer information. All transactions are made through a secure server and we also support Paypal transactions online.
How can I have my frame repaired?
If the product was purchased from a Cutler and Gross retail store, you can bring it back to any one of our own stores with proof of purchase in the form of a valid receipt. If the product was purchased online, you will need to contact our online team at [email protected]. Please include in your email: your name, contact number, purchase invoice number and a series of pictures showing the damage to the frame in question. One of our technicians will contact with you with an evaluation of the repair work required.
Can I order customised or prescription lenses online?
We regret that we cannot customise or fulfil a prescription lens order online. However, orders can be placed via any of our Cutler and Gross stores and selected authorised stockists. Cutler and Gross provides one of the most thorough eye health consultations in the industry and examinations are available at London Knightsbridge, London Spitalfields, Bath, Leeds and New York. For more information on eye health please visit: https://www.cutlerandgross.com/eyeexamination.
What are your delivery fees?
Cutler and Gross offers free delivery to all destinations. However, please note that the customer is liable for any customs charges incurred.
When will my order be shipped? When will it arrive?
Orders within the UK, Europe and the rest of the world (excluding US and Canada) are delivered via MNX express service, which sometimes use a local agent and require a signature at the destination. Orders to the US are shipped via Worldnet, which in most cases use a local agent, whilst orders to Canada are shipped via Fedex.
Estimated delivery times:
UK: 1-3 business days
EUROPE: 2-3 business days
US & Canada: 3-5 business days
Rest of the world: 5-10 business days
Please note that delivery times are given as a guide only. Cutler and Gross does not take responsibility for any delays due to customs clearance or payment issues.
How do I know that my order has been shipped?
Once your order has been confirmed and booked in for delivery, you will receive an email containing delivery information and a tracking link. If your order has been booked with MNX you will receive automatic updates with tracking information directly from the delivery service. If you order is to the US and Canada, Cutler and Gross will send you the tracking link once it has been booked in. In the event that you do not receive any tracking information, please contact [email protected] and we will help you track your delivery as quickly as possible.
What is the difference between ‘order date’ and ‘shipment date’?
The ‘order date’ and ‘shipment date’ are not always the same. Orders placed before 12pm on any given weekday will ship the same day. For orders placed after 12pm, we will usually ship the following day at the latest. Please bear in mind that whilst most orders are shipped the same or next day, this does not include weekends and public holidays.
What countries do you ship to? What about duties?
We endeavour to ship to anywhere an order is made from, providing a safe delivery address is given and a signature can be provided up on delivery. However, please note that the customer is liable for any customs charges incurred.
Do you ship to PO boxes or APO/FPO addresses?
We regret that we do not ship to PO boxes since we require the delivery to be signed for, ensuring it reaches you safely and is not left unattended.
If I send my package as a gift, will the recipient receive the invoice?
The delivery package will normally contain the invoice. If you wish this to be removed, please contact [email protected] as soon as possible after placing your order.
What if I didn't receive my package?
If for any reason you do not receive your package within the estimated delivery time, please contact our head office on +44 (0) 208 451 0331 or via email at [email protected].