Frequently Asked Questions

Placing Orders

Can I change my order?

If we haven’t already despatched it to you then yes, of course. Please contact us as soon as possible on and we will do whatever we can.

Can I cancel my order?

Absolutely. You can cancel your order any time before we’ve dispatched it to you. Please contact us on as soon as possible and we will be happy to cancel.

Can I order more than one frame at a time?

Yes, we ship a maximum of three frames per order. Orders exceeding three frames will be dealt with on a case by case basis.

What if the frames I like are out of stock?

Please drop us an email and we’ll let you know when we are expecting them back in stock.

Do you sell locally?

Currently we only sell Agnez Eyewear online.

Methods of Payment

How do I pay at

Payments can be made using PayPal.

How secure is it to pay on your website?

All payments are processed via a third party payment provider – PayPal. We will never gain access to your credit card details at any time and we do not keep them on file.


Do you ship frames abroad?

Yes, we do ship our frames worldwide.

How much does shipping cost?

Shipping costs in the UK, excluding Channel Islands and Gibraltar, are free. The rest of the world – it’s £15.00.

How long does my order take to get to me?

Once dispatched, it should take 2-3 working days in the UK.
It can take 6+ days worldwide.

How do you send parcels?

We believe that your frames need to get to you securely. That’s why all parcels are sent by Royal Mail Signed For (UK). If no one is at home to receive the parcel, it may need to be collected from your local Royal Mail sorting office. You will be left a calling card, which will tell you where and when you can collect the parcel. If you’d prefer, we can send your parcel to a different delivery address. You can do this either by requesting this when placing your order or if you have already placed the order please email us on as soon as possible and if we can change the delivery address before it is posted, we are more than happy to do this.

All parcels outside the UK are sent by Royal Mail International Tracked and Signed.

Can I change the delivery address on the order I have just placed?

We try to be speedy on sending your order so we may not be able to change the delivery address. But please ask using We will do our very best to help.

What do I do if my parcel doesn’t arrive?

We are pleased to say nearly all our parcels arrive safely and on time. If for some reason your parcel does not arrive, please contact us on


What’s your return policy?

If you return a product within 30 days of receipt, we’ll give you back the amount you paid for the product.

If you placed your order during our sale, please inform us you wish to cancel your order within 14 days of receiving the product. Then you have another 14 days to return the goods to us for a full refund.

How can I return my order?

Your order must be returned by mail to us: Agnez Eyewear, 18 Heather Drive, Bath, BA2 2BW, UK. Fill in the Return Form included with your order (or you can download a copy here). When returning the product to us, all merchandise must be in a saleable condition and with the original tags and accompanied by the original receipt for us to accept return. You will have to pay for return postage yourself.

Can I return frames if I don’t like them?

Yes, you can return frames to us for an exchange or a refund. All products must be returned to us in the same condition as received within 30 days of receipt. Please read our Exchange Policy and Terms and Conditions to understand of your rights.

Can I return items from different orders together?

Yes, that’s absolutely fine for you to put items from different orders in the same parcel and return them together. Just include the individual Return Forms for each item.

What happens if I receive faulty/damaged frames?

We take great care to ensure you receive your order in an excellent condition. Should this not be the case then please fill in the Return Form included with your order and return the product to us within 30 days of receipt. We will assess the product and replace it with the same item. If the item is no longer available, we will offer you an exchange or it will be refunded.

Will I get a full refund?

Once we receive goods back in pristine condition, we will issue a full refund for the frames.


What is your exchange policy?

We are happy to offer you an exchange if you return the product to us within 30 days of receiving it. Please read our Exchange Policy.

Can I return the frame I ordered and reserve another frame in exchange?

Yes, it’s even advisable. Some products may go out of stock before you return your order to us so please email us your alternate choice as soon as possible. We will reserve it for you.

How many times am I allowed to exchange products?

You can exchange your product a maximum of two times.

Choosing Frames

Do you have any advice on choosing frames online?

Sure. We have prepared a Guide to choosing frames online. It will help you to decide if the frame you like would actually fit you. You can find the Guide here.

I’ve still got questions!

Cool. Drop us an email on and we will be glad to answer any questions you may have. We like to talk.

Contact Us

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