How to create an account?
Creating an account with us is a simple process and should only take a couple of minutes to complete.
You can create an account when you first visit our website or leave it until you decide to place an order.
We only require a few details about yourself including billing and delivery address, but once you have entered these details you will not have to re-enter them making sure that in future shopping is simple and a hassle free process.
Once your account is created we will email your account details to you immediately. If you fail to receive an email from us, please check your Junk email folder and ensure all email from us goes straight to your Inbox.
How do I track my order?
You can log in to your account online and you will be able to see the status of your order. You can track the status of your order through your Account. Under “My Account” (top-right) login, and then click on “My Orders”. Here you will see details on the processing of your order and status of your delivery. You may also contact our Customer Care Team via email at firstname.lastname@example.org or phone at +254 742 000 498.
What do the order status types mean?
As we process each part of your order we will update the status accordingly, these status updates will give your an idea of how your order is progressing. We update order information on a daily basis, and below is a breakdown of all the status types for your information:
“Pending” – We have received your order but you have failed to complete the transaction. This order will be held as pending until payment is made.
“Payment Received” – We have received your order and have processed your payment. This status will update again shortly to say your order is now in progress.
“In Progress” – We have received your order and payment. You can now keep track of how your order is progressing simply by clicking on the provided “My Order” link. Unfortunately, we are unable to amend your order or delivery address details after your order has been placed and is in progress, this is why we must ask that you double check your details carefully before placing your order.
“Questioned” – This is the stage that means we will not be able to proceed to process your order because of insufficient or incoherent order information. We will try to contact you by phone or send you an email to ask for a further clarification. Please kindly respond to us ASAP if your order is at this stage to expedite the processing and shipment.
“Lenses Ordered” – Your lenses have been ordered and are in production, Standard prescriptions will take approximately 2-4 working days to arrive, Bifocals, Varifocals, Transitions, Polarised and Tints can take approximately 6-8 working days to arrive, as these are all made to order.
“Frames Ordered” – We have ordered your frames and are awaiting delivery.
“Awaiting Frames [Customer]” – This only applies for Reglaze orders. It means we are waiting for your frames to be delivered to us.
“Glazing” – Your lenses and frames have arrived and are now in our lab for glazing, these will be completed in approx 2-4 working days. Don’t worry if this take a bit longer, as sometimes there can be unforeseen difficulties that may arise during the glazing process, but we shall let you know if this may be the case.
“Shipped” – Your order has been shipped and is now on it’s way to you. We will send you an email when your order has been shipped which will include a tracking number and instructions for how to track your order online.
Forgotten your password?
Under Login click on “Forgot Your Password?” Enter your email address and we will send you a new password.