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Shipping

We aim to have all orders placed before 4pm BST (3pm GMT) processed for dispatch that day. If your order requires prescription lenses, your order will be processed through our in-house optical lab*. Any item being ordered for you will be processed and we'll be in touch with you directly to confirm the expected delivery time. Our office hours are 8.30 - 6pm Monday to Saturday. We are closed on Sundays. We do not offer a next day service for orders placed on Sundays.

* Prescription lenses typically take an additional 1-3 days to process. If you require them faster than this please call our customer services team.

We ship worldwide

We can ship anywhere in the world. Our standard pricing should cover most destinations. If your destination has no shipping method available during checkout, contact us and we'll arrange this with you separately.

Shipping Rate Calculator

Please use the below form to get accurate shipping rates.


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* Times quoted are an average - occasionally times will vary due to local delivery conditions but this would the exception rather than the normal service.
** Please note that due to local delivery problems in Pakistan we are not currently shipping to this country.

  • For UK orders, we ship using Royal Mail™, the United Kingdom's trusty postal service, which handles over 80 million items of mail per day; and DPD. We also offer shipping with FedEx to international destinations where available.
  • Every shipment is secure, recorded and traceable.
  • All orders are carefully hand-packed by the same team of individuals that process your order for our daily post collection.
  • You will receive an automatic e-mail notification upon your order being dispatched which will include your individual tracking number so you can follow your delivery's progress right to your door. All services used are signed-for, so if nobody will be home when your local post arrives, you may wish to provide us with an alternate address such as your place of work.
  • In the unlikely event the item you have ordered is currently out of stock, we will e-mail or call you to advise the exact time frame expected, typically this is no more than an additional 3-7 working days. In the event the time frame quoted proves to be unworkable, we can arrange a refund in moments.
  • If ordering prescription eyewear, we normally advise that UK based orders are delivered within 7 working days - although in practice it's rare that any order will take this long. If we're shipping to you outside the UK, please allow 7 days plus additional shipping times quoted. Occasionally more complex jobs or prescription orders of particular brands such as ic!Berlin, Tag Heuer and other rimless frames, tinted or high-curvature lenses can take slightly longer. You will be advised accordingly by our dedicated team, who will contact you within one working day of placing your order.

Further Shipping Information

If you have missed your delivery, your local post should leave a "while you were out" card, which you can use to re-arrange delivery on-line or over the telephone, or alternately pop down to your local post office to retrieve your parcel in person. Sometimes an item will be signed for by a neighbour as well. In the unlikely event that there is an issue with your delivery, we are always here to offer additional support and advice. Please feel free to contact us with any questions you may have.

If you ask for missed a missed delivery to be redelivered to a neighbour or a safe-place we cannot be responsible for any loss or damage to your eye-wear. This is also the case where you ask us to deliver items to your place of work where you cannot directly receive and sign for your delivery yourself.

Import Duty

In most cases, import duties and taxes are not applied when your parcel arrives, however please note that customers could be charged for some deliveries, once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office

 

Returns

If you would need any help with your frames or to arrange a return, please contact us by phone or email.

Please ensure that products are returned unworn and with all accessories supplied.

We can only offer refunds for items that still have the tags attached.

For items with prescription lenses, we cannot refund the cost of lenses, as this is a customised item. For frames which include free lenses, we will refund the entire cost of the frame (i.e. the cost you paid) for the first return, subsequent returns will be refunded less £20.

Please send your return to:
Pretavoir Returns,
153 Howard St,
Glasgow,
G1 4HF
United Kingdom

UK Returns

If you would like to return an item you must contact us by email within 14 days of receipt of your order. Please email hello@pretavoir.co.uk

You must notify us within 14 days of receiving the item that you would like to return your order. The item must then be received by us within 14 days of this date.

The item must be in the same condition as you received with security label intact at bridge and all accessories, labels stickers in original position.

You should use the original Pretavoir packaging box for return and if unavailable then a suitable protective packaging box, not a padded envelope.

You must place the official Pretavoir Returns form inside the box and the official Pretavoir Returns label on outside of the box. Failure to do so will result in a delay in processing your return.

Our returns address is:
Pretavoir
153 Howard St
Glasgow
G1 4H

United Kingdom

We recommend returning using a service like Royal Mail Tracked & Signed 48

Our returns form can be found here: Returns Form ❐

Exchanges

We do not offer an exchange service. Instead you should return your item for a refund and place a new order for the alternative item

International Returns

For a low cost tracked return from the United States, USPS recommend the Priority Mail International service. This is available from your local post office depot and should cost around $26 from USPS.com - visit USPS here ❐
Canadian customers can use the International service from Canada Post - the approximate cost is $30CAN - visit Canada Post here ❐
Australian customers can use the 'Prepaid International Satchel' service from AusPost - the approximate cost is $30AU - visit AusPost here ❐

You must notify us within 14 days of receiving the item that you would like to return your order. The item must then be received by us within 14 days of this date.

Our returns form can be found here: Returns Form ❐