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FAQs

FAQs

 

Need help with something? Check out our list of Frequently Asked Questions (FAQs) below. If you can't find what you're looking for, contact us at [email protected] or call us on +44 (0) 20 8451 0331.

 

 

PRODUCTS & SERVICES

 

DELIVERY

 

ORDERS

 

RETURNS 

 


PRODUCTS & SERVICES

 

Can you tell me when new products or promotions are announced?

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 newsletter and read relevant articles in DISCOVER and follow us on social media @cutlerandgross. 

 

Are the products on the website the same as in the stores and is the full collection represented on the website?

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.

 

Can I have my frame repaired?

Can I have my frame repaired?

Yes, it’s important to us that your frames last. If the frame 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 frame 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. 

Please refer to our Cutler and Gross Product Care Guide to minimise the need for avoidable repairs.

 

How do I look after my frames? 

How do I look after my frames? 

Please refer to our Cutler and Gross Product Care Guide for a comprehensive guide on keeping your frames in the best condition possible. 

 

Why do you number your frames? 

Numbering our frames is something we've done since day one. Read more about the significance of our numbering system in our Strength in Numbers journal. 

 

Do you offer a frame care service?

Do you offer a frame care service?

Cutler and Gross uses only the highest quality Italian acetate and metal alloys, which enable the frames to continually stay in the best condition. However, we recommend careful treatment, especially of the lenses, which can be damaged by improper use resulting in scratches or haziness, which in turn may cause eye strain.

As part of the Frame Care Service, Cutler and Gross provides:

  • Deep cleaning, hand buffing and re-polishing to keep frames in immaculate condition. Heating and rebalancing to ensure frames fit each customer perfectly
  • Hinge service inspection and screw replacements
  • Gold foil re-inlaying to renew internal temple lettering
  • This service is available in Cutler and Gross stores only.

 

Can I get my frame to fit better?

Can I get my frame to fit better?

Cutler and Gross offers free minor adjustments to any of our frames to ensure the optimal fit. These include:

  • Adjustments to the temples, whether they need to be tightened or loosened to meet the requirements of the side of your face. We can also adjust temples slightly to give more or less length for a better fit behind the ears.
  • Please resist the temptation to adjust your Cutler and Gross frames yourself as they can snap when adjusted without the proper technique.
  • We can also adjust crooked frames, whether that be the bridge or the temples.

If the above adjustments still don’t do the job, we are also able to add nose pads to the majority of our frames, again to help the frame sit up and away from the nose and improve the comfort and fit.

 

How do I find the measurements of my frame?

How do I find the measurements of my frame?

We want to make it easy for you. That’s why the measurements of every frame are engraved on the inner temple. We have also integrated a measurement filter on our website, so once you are aware of your sizes you can filter all the frames online and shop with more confidence using our Frame Finder. 

The numbers printed on the inside of the right temple of your Cutler and Gross frames refer to the lens width, the bridge width and the temple arm length respectively. For example, 50-21 (145) indicates a lens width of 50mm, bridge width of 21mm and temple arm length of 145mm.

 

What if I am still unsure about fit & size/adjustments?

What if I am still unsure about fit & size/adjustments?

If you are still unsure about the fit of your frames, feel free to pop into any of our Cutler and Gross stores so that one of our highly trained members of staff can best advise how we can help. VIsit cutlerandgross.com/stores to find your nearest location. If you aren’t close to any of our stores,  you can also go to our Cutler and Gross stockists around the world, listed at cutlerandgross.com/stockists.

 

Is this frame the right one for me?

Is this frame the right one for me?

At Cutler and Gross we think your unique personality should shine through your frames. We have something for everyone - from bold mavericks to quiet, reflective thinkers. Ask yourself, before anything else: How Does This Frame Make Me Feel?

Beyond this, use our Face Shape Guide to help determine whether a frame might be the right one for you. Remember, these are not hard and fast rules. Use this guide to refine your search and to give yourself a fair starting point.

 

What is your warranty policy?

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. Our prescription lenses are covered with a two year warranty. All warranty claims must be accompanied by proof of purchase from a Cutler and Gross store or authorised dealer, so please keep your e-receipts readily available. 

 

How can I find a store near me?

How can I find a store near me?

To locate your nearest Cutler and Gross store or stockist, please use our Store Locator: www.cutlerandgross.com/stockists

 

Do you offer eye examinations?

Do you offer eye examinations?

Cutler and Gross provides one of the most thorough eye health consultations in the industry and examinations are available at London Knightsbridge, London Spitalfields, and Bath. Our comprehensive eye tests cost £75 and last approximately an hour. 

 

Can I order customised or prescription lenses online?

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. 

We believed the best quality frames deserve the best quality lenses, that’s why we use Visioffice as part of our eye examinations in our UK stores. Visioffice uses cutting-edge technology to manually track your eyes’ movements, providing ultra-precise measurements for a truly tailored experience. 

 

 

What is the packaging?

What is the packaging?

As well as keeping your frames in the best condition when not being worn, our packaging is thoughtful and considered. The sleek, semi-rigid black case comes with a washable microfibre cleaning cloth made from recycled materials.  

A gift box is available if the glasses are gifted.

 

 


DELIVERY

 

What are your delivery fees?

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?

When will my order be shipped? When will it arrive?

We aim to ship your order no more than 24 hours after it has been placed, however if it is placed on a Friday afternoon, it will not be shipped until the following Monday.

Delivery Times:

UK - 1-2 days

EU - can be up to 10 days

US - between 10-14 days (due to customs clearance)

ROW - between 10 - 14 days (due to customs clearance)

All orders are shipped via DHL, you will receive an email with the tracking number that you can put into the DHL website to track your order until delivery.

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.

 

What countries do you ship to? What about duties?

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 upon delivery. However, please note that the customer is liable for any customs charges incurred.

For customers enquiring about pricing in VAT exemption countries, please note that the prices quoted on our website apply worldwide. We are unable to modify this for specific countries.

 

We advise any customers purchasing from the countries below to kindly ensure that they are aware of their own country’s customs law regarding imports of luxury items. In some cases this may be up to 80% of the item’s value and it will be the customer’s responsibility to pay this fee.

  • Saudi Arabia
  • Dubai
  • Hong Kong
  • Japan
  • Singapore
  • Iraq/Iran
  • Russia
  • Colombia
  • Brazil

We would like to inform all our Russian customers that they must check that they are not within a restricted postal area in regards to receiving any items larger than a letter.

 

If I send my package as a gift, will the recipient receive the invoice?

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?

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] 

 

 


ORDERS

 

How do I change or cancel an order?

How do I change or cancel an order?

If you would like to amend your order in any way, please contact [email protected] as soon as you can. We will endeavour to accommodate any changes where possible and if received in time. Please note that if you wish to cancel an order, you will need to contact us immediately, since we are unable to cancel goods that have already been shipped and are en route to their destination. In the event that this timeframe is missed, you will need to take delivery of and then return the order to us. For any enquiries, please contact [email protected]

 

What are my payment options?

What are my payment options?

We accept all major debit and credit cards. If you would like to discuss any payment enquiries, please contact us on +44 (0) 208 451 0331 or via email at [email protected]

 

 


RETURNS

 

What is your online return and exchange policy?

What is your online return and exchange policy?

In the event that you are not satisfied with your purchase, you are welcome to request a full refund or exchange on any sunglasses or opticals within 14 days of delivery. The item is unworn and in its original, undamaged condition

  • The item has not been personalised or made to a customer’s specification
  • All items are returned including the glasses, case and cleaning cloth
  • The return request is accompanied by a valid invoice number
  • In the case of opticals, only the frame can be exchanged for another style and not the lenses (which are custom-made to fit each individual pair)
  • This policy applies only to items purchased from cutlerandgross.com
  • Please see the section on delivery terms and costs below for further details

 

To request a return, please contact us via email or telephone: [email protected] or +44 (0) 208 451 0331 229

 

What is your in-store return and exchange policy?

What is your in-store return and exchange policy?

In the event that you are not satisfied with your purchase, we are happy to offer a full refund or exchange on any sunglasses or opticals within 14 days of purchase under the following terms.

  • The item is unworn and in its original, undamaged condition
  • The item has not been personalised or made to a customer’s specification
  • All items are returned including the glasses, case and cleaning cloth
  • The item is accompanied by a valid receipt of purchase
  • In the case of opticals and prescription, only the frame can be exchanged for another style and not the lenses (which are custom-made to fit each individual pair)
  • This policy applies only to items purchased from a Cutler and Gross store

Our US stores only offer an Exchange after 7 days of purchase.