This website (the “Website”) is the website of Cutler and Gross LTD (registered company no. 01001381) (“Cutler and Gross”, “we”, “us”), whose registered office is 209 Old Marylebone Road, London, NW1 5QT. When we refer to “you” and “your” we mean the user of the Website.
Access of this Website and all available services is subject to the Terms and Conditions (the “Terms”) formed by this document together with the other documents referenced in this document. By using this Website you agree to be bound to these Terms that form a legally binding contract between Cutler and Gross and you. You should read these Terms carefully before placing an order on this Website. If you do not accept these Terms in their entirety you do not have permission to access the Website.
Cutler and Gross LTD has the discretion to modify the Terms of the Website. We suggest you refer to these Terms often as by continuing to use the Website after any changes have been made you will be held to have accepted any changes.
These Terms govern our relationship with you and in accepting them you confirm that no other arrangement, agreement or representation applies. These Terms are governed by English law. Any dispute between us will be finally determined by the English courts and you agree to submit to the jurisdiction of those courts. If any provision in these Terms is held by a court to be unenforceable, that will not affect the remaining provisions of the Terms.
All Products are subject to availability. We endeavour to inform you as soon as possible in the event that the Products in your order are unavailable.
We take care to ensure that all content on the website including details, prices, and images of Products is accurate and correct at the time of posting, but this content is for your guidance only. All content is subject to change. We are not liable for any errors on the website.
We have taken care to display as accurately as possible the appearance, colours, and finishes of our Products, but as monitors vary we are unable to guarantee that what you see is an accurate representation of the Products.
No detail, price, or image of any of our Products shall form any part of the Terms and Conditions.
Ownership of all Products remains with us until full payment of all amounts due to us has been received from you.
The risk of loss or damage to Products passes to you upon delivery. You will be responsible for the safe custody and insurance of all Products in your possession.
You must notify us promptly and in any event within 48 hours of receipt of any Products if they appear to be damaged in transit. In those circumstances, you must also keep all packaging, as this may be required when making a claim.
We do not accept any responsibility for any wear and tear, accidental damage or failure by you or by any third party to adhere to any written recommendation provided in relation to the Products.
You must not misuse this Website. This Website, its Services and Products are for personal and non-commercial use only. We reserve the right to cancel any orders that appear to breach this understanding.
You must not obtain or attempt to obtain unauthorised access to the Website.
You must not use the Website to do anything misleading, malicious or otherwise unlawful including but not limited to sending any malicious code or any harmful or corrupt data or unsolicited communications. A breach of these terms is a violation of the Terms and Conditions and may constitute a criminal offence under the Computer Misuse Act 1990.
You agree that you will access the Website solely for your personal, non-commercial use. None of the contents of the Website may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent from Cutler and Gross. Any content downloaded, copied or printed for commercial home use only will remain our property.
All copyright, trademarks and all other intellectual property rights in the Website and its content which includes without limitation the website design, colour scheme, layout, text, images and all software and source codes are owned by or licensed to us or otherwise used by us as permitted by law. You may not use this site, or any of its content, to further any commercial purpose whatsoever.
Any shared Cutler and Gross image should not be edited or manipulated by third party partners.
Cutler and Gross campaign images can only be used with the Cutler and Gross logo.
Cutler and Gross campaign images can be used for 6 months only.
Please direct any queries, comments, or concerns to [email protected]
Cutler and Gross personalisation service is available on selected products on the website.
The service takes an additional 3 working days excluding delivery.
You have a maximum of 10 characters.
If you are not absolutely happy with any Cutler and Gross frames purchased online, we want to make it easy for you to return or exchange them. Online Returns and Exchanges are easy to do, just contact us within seven days of receipt (via email or telephone) to request an RMA number.
Once you have done this all you need to do is post your frames back to us using a secure service of your choice. If returning a paid for item, upon safe receipt we will reimburse your card, including the cost of return shipping.*
* This is not to exceed the outbound shipping cost – ca. ?20.00. All returned goods remain the responsibility of the sender until received by Cutler and Gross. Please ensure you select a safe / traceable delivery service, retaining proof of postage.
Free returns only apply to direct online purchases (paid in full) not including our Try on at Home trial service. For more details on this and returning these frames please see the relevant section below.
Personalised items or goods which have been made to a customer's specification cannot be returned.
How to inform us you would like to make a return
1. Email us at [email protected] – informing us of your wish to return your frames.
2. Detail the items you wish to return, adding a brief note.
3. We cannot accept returns that are made without an authentic Return Merchandise Authorisation (‘RMA’) number.
4. If you’d like to exchange an item because the fit isn’t right, please let us know the replacement product you would like to receive.
5. When requesting a refund, let us know how you would like to be credited. This needs to match the original payment method used. Please note, store credit is valid for one year from issue date.
6. Refunds will not be accepted if the security tags are removed, or visibly tampered with.
7. You will then receive a confirmation email, which is valid for the next 14 days within which you can send your unwanted item(s) back to us.
8. All frames are delivered and must be returned to our warehouse at:
Cutler and Gross Online Returns
Unit 16 NCR Business Centre,
400 North Circular Road
Once we have started engraving we are unable to cancel the order. For any questions regarding personalisation, please call our customer service team on +44 (0)208 451 0331.
Cancelling your order under the distance selling regulations
Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.
Returns and exchanges using our free returns policy (for purchased products)
As an alternative to using your rights under the DSRs, you may prefer to return or exchange items using our free returns and exchanges policy. Making a return or exchange is easy, just make sure you request a Returns Authorisation within seven days of receiving your order and return the items within 14 days of receiving an emailed response from us. Once we receive the returned frames back we will either refund the cost of the original purchase to your card, or send you out an alternative frame in exchange.
Our try on at home service is currently unavailable. Any orders placed before 7th January 2017 will be processed.
Upon delivery, you have up to three days to decide upon your perfect match. Again asking for an ‘RMA’ number.
*Please kindly note at present time we are only able to refund return shipping costs to customers making a direct purchase of their frames online. We have taken this position due to the higher level of risk undertaken when sending our high value products to clients prior to receiving any funds, as well as the volume of returns that this home-trial service generates. We hope you find this reasoning understandable.*
Upon written notification of the products you wish to purchase and the safe receipt of unwanted items, your final balance will then be settled. No additional funds will be processed unless frames supplied to you are not safely returned to us within 10 days (from delivery to you) or the frames are returned damaged and where such damage was not notified to us upon receipt of the frames by you; we therefore suggest you carefully check all frames as soon as they are received.
Upon delivery to you, where Cutler and Gross Try on at Home frames are not returned or should we not receive written communication after 5 days as to the products you wish to return, we shall deem it that you have placed an order for all the products you requested from us and we shall use your pre-authorised card details to take full payment. We will of course make efforts to contact you before doing so – and notify you at every stage of refunding / requesting funds from your bank. When returning frames to us, we must receive email confirmation of postage, including a valid tracking number received by us. Proof of postage must be provided in the event items go missing. By ordering Cutler and Gross products to Try on at Home, and in accepting these terms and conditions you are accepting full responsibility for the safe return of the products and giving express permission for us to take this payment.
Return all packages to:
Telephone: 0208 451 0331
Cutler and Gross Ltd
Unit 16, NCR Business Centre
Great Central Way
Full details below.
If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs).
All purchases are subject to these terms and conditions.
For deliveries in the UK the price shown is inclusive of VAT.
Prices for delivery will be detailed before you enter your payment details.
For deliveries outside the UK the price shown does not include VAT, instead you will be responsible for any local import taxes or customs duties. These charges are levied when the delivery reaches the delivery destination and you will be entirely responsible for payment of any such duties or taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.
Payment for all Products and delivery charges must be made before dispatch.
Payment must be made by credit or debit card from a bank accepted by Cutler and Gross. We do not accept payment by cheque or other means.
If you give us any incorrect personal information, or fail to make any payment when it is due, or cancel any payment, or commit any breach of these Terms then, in any of those events, we have the right to cancel the Contract and recover possession of any Products which have been supplied for which payment has not been received in full.
Please see our Delivery section for details of regional delivery charges.
Please note that our online delivery service will be unavailable between 20th December and 3rd January. All orders placed during this time will be processed from 4th - 6th January.
Delivery times are estimates given to us by the courier. Please use the tracking service provided for accurate delivery dates. Although we can’t guarantee exact delivery times and dates (due to varying tax, customs and border screening processes worldwide) we are always happy to hear customer feedback on the performance of the delivery companies we use.
A dispatch confirmation containing your tracking number will be sent to the email address that you specify.
Your Cutler and Gross order is important to us; to ensure that you receive your items safely we request that you have someone available to sign for delivery.
Since a signature is required to deliver your Cutler and Gross frames, we are unable to send directly to PO addresses.