Glasses
How to Shop
Please click on a question from the list below. Alternatively, you can view our First Visit or our Main Help page.
Why haven’t I received my order?
Have you received my returned items?
Where do you deliver?
Do I have to be there to sign for delivery?
Can I cancel an order?
Can I use my own packaging to return items?
Why haven’t I received email confirmation of my order?
Is it safe to shop online?
Why can’t I find an item number?
Why isn’t the website working properly for me?
Why won’t the website accept my address?
What happens if I forget my password or account number?
How can I use the promotion codes that I have received through the post/email?
Where can I read your Terms & Conditions?
Where can I find answers to Optical Questions about my Order?
Why haven’t I received my order?
Most of our items will be delivered to you within 14 days, although our terms state it can take up to 30 days. If you feel that your item has not arrived within the expected period please contact us.
Have you received my returned items?
You should receive an email from Brilliantspecs confirming receipt of your returned item.This email does not our constitute acceptance of your return and is subject to the terms and conditions as stated in our Returns Policy.
Where do you deliver?
We are able to deliver goods to anywhere in the UK. Unfortunately we cannot deliver to addresses outside of the UK or to BFPO addresses.
Do I have to be there to sign for delivery?
For Standard Delivery the answer is No. All our products are packaged to fit through a standard sized letter box. Should for any reason this not be the case the Royal Mail will leave a card with details of how to pick up your package from the nearest sorting office.
For Express delivery you will have to sign for your order
Can I cancel an order?
If you wish to cancel your order, you must return to us any goods that have already been supplied to you in its original packaging, undamaged and unopened. If you believe the goods to be faulty, incorrect or damaged upon delivery, we will cover the cost of return (provided that the means of return is agreed by us) and we will replace or exchange any such goods or we will refund you what you have paid, including carriage cost. Please keep proof of postage when returning goods.
If you believe the goods to be faulty, incorrect or damaged upon delivery, we will cover the cost of return (provided that the means of return is agreed by us) and we will replace or exchange any such goods or we will refund you what you have paid, including carriage cost. Please keep proof of postage when returning goods.
If you decide that you wish to cancel prior to receiving the goods you must notify us immediately and we will endeavour to prevent the goods being dispatched. If we are unable to do this you will then have to return the goods to us, keeping proof of your postage.
Brilliantspecs.co.uk will normally only offer refunds for goods that have been returned to us within 28 days from the date of receipt of the goods. The goods must be unused and undamaged, and in the case of contact lenses, unopened and in the original packaging.
Please see our terms and conditions for full details of our returns policy. This policy is in addition to and does not affect your statutory rights.
Under the Consumer Protection (Distance Selling) Regulations 2000 you may also have a right to cancel your order. The regulations do not apply to products made to your personal specifications (or otherwise personalised) or which, by reason of their nature, cannot be returned or are products that are liable to deteriorate or expire rapidly. Further details of your rights under these regulations will accompany the delivery.
Your statutory right to return goods under the regulations may be exercised up to and including the seventh day (excluding Saturdays, Sundays and Public Holidays) after the day of delivery. If you wish to exercise your statutory right to cancel, you must notify us in writing within the statutory period and immediately return the products that you do not wish to keep to us at your own cost. You must take reasonable care of the goods. If you cancel within the statutory period you may claim a refund of any sum you have paid concerning the goods, less any charges we make for collecting the goods (including courier fees) if you do not return them at your own cost
Brilliantspecs will only refund for goods that have been returned to us within 28 days of the purchase date. Our policy does not affect your statutory rights. Please accompany any returns with a brief covering letter including your customer reference number and a copy of the receipt.
Can I use my own packaging to return items?
No. Please use our packaging to return items due to the delicate nature of the products. Please ensure you provide us with your name, address, and the reason why you are returning the item along with the receipt. Please keep a copy of the receipt for your own records. There will be a returns label within your parcel, but if this is mislaid you can request a new returns label from us.
Why haven’t I received email confirmation of my order?
We send out email confirmations as soon as we receive your order. Please check that you have given us your correct email address (the address we hold can be viewed in the ’Your Account’ section). If this address is correct, please allow 24 hours before contacting us as the email may have been delayed, for example by problems with your email provider.
Is it safe to shop online?
Shopping online with us is safe, and we take the utmost care to ensure your personal details remain private. When you enter the checkout process, the sign-in process, or the account management area, you are taken through our secure server. Our secure server encrypts all of your personal information including your credit/debit card number, account number, name and address, and all other personal information, so that it cannot be accessed or read as the information travels over the Internet. You can therefore remain assured that shopping with us online is safe and secure.
Why can’t I find an item number?
From time to time certain items may sell out, and in these cases we will remove them from the website. However, if we receive new stocks of the item, we will make them available again. So it can be worthwhile searching for the item again at a later date.
Why isn’t the website working properly for me?
On the rare occasions that you may experience a problem when using the website, please contact us with as much detail of the problem as you can - any error messages that were displayed, as well as your browser type and version, are especially useful and will help us investigate the problem quicker. We will then contact you to advise you of our findings and how to overcome the problem.
Why won’t the website accept my address?
Please double check the details you have entered are correct, especially that the postcode and the street name have been entered correctly. If you still have difficulties, please contact us with your account number and address details and we will be happy to make the changes for you.
What happens if I forget my password or account number?
If you forget your password or account number, you can request a reminder of these details to be emailed to you. To do this, click the ’Sign in’ link to go to the sign in page. Underneath the normal sign in area, there are links titled ’Forgotten Account Number’ and ’Forgotten Password’. Click the relevant link, fill in the details on the next page and click the ’Sign In’ button. You will then be signed in to the site (with restricted access to account management areas of the site) and we will email you a reminder.
How can I use the promotion codes that I have received through the post/email?
Do you have promotion or incentive codes you want to use?It's really easy When you are at the checkout stage of making your order you will see an empty box titled Incentive code. Please enter your code here to receive your discount or free gifts. Your Discount or Incentive code will be the letters "BS" followed by up to 3 numbers. The Discount or Incentive code will have an expiry date and can only be used once.
Where can I read your Terms & Conditions?
The Terms and Conditions of the site are available by clicking the ’Terms and Conditions’ link at the foot of every page.
Where can I find answers to Optical Questions about my Order?
See our FAQ :Ask the Optician section or About Prescriptions & ordering section - This is dedicated to all Optical queries relating to ordering such as understanding your prescription.