FAQs

The sunglasses

What are your frames made from?

The bulk of our frames are constructed from a beautiful lightweight acetate. On some we also use coated steel. Plated metal detailing features on all styles, along with barrel hinges which offer a sturdy feel.

What lenses do you use?

All our sunglasses have CR-39 lenses, which offer exceptional clarity and colour, and of course 100% UV protection.

How should I clean my lenses?

Carefully with the lens cloth, or for more stubborn marks you can use soap and warm water. Please don’t use any abrasive materials such as toilet paper or towels!

Do you offer prescription lenses?

Not at the minute.

Ordering

What do I get then?

With every NIL order, you get:

1.
A beautifully crafted lightweight and durable frame, with 100% UV protection lenses

2.
Branded fold-flat case, designed for your convenience

3.
Branded lens cloth

4.
Branded drawstring bag to keep your case and sunglasses in

Do I need an account to order online?

No, you can check out as a guest, or create an account – the choice is yours. If you do create an account, you’ll have access to your order history and other useful stuff.

What support do you offer?

Customer service is very important to us here at NIL, if you have any questions at all feel free to get in touch at support@notinlove.com

Can I remove anything from my order?

Of course, unless it’s already been shipped, in which case you’ll have to return it to us once the order arrives.

Can I change my order after I’ve placed it?

Because you obviously need your sunglasses asap, we pack and send all orders almost immediately, therefore we aren’t always able to amend your order. However, the sooner you let us know the more chance there is of us being able to change it! support@notinlove.com

Can I buy shades that are out of stock?

If a frame is that popular it ends up out of stock, you can guarantee we’ll be re-stocking it, which means you’ll have to wait a short while till it’s back in! Email us at support@notinlove.com with the style you’ve got your eye on and we’ll be in touch as soon as they land back in the shop.

Will I receive the same eyewear that I see in the photo?

Absolutely. Our product shots are of the highest quality, precisely for this reason – you are buying exactly what you see on the site.

Delivery

Can I track my order?

Yes of course, you’ll receive a tracking number in an email as soon as the frames are on their way.

How long will my order take to arrive?

This depends on where you live, all our sunglasses are sent by insured, recorded delivery. You will be sent a tracking code as soon as they are en route, so you can keep an eye on their progress. Most EU orders will arrive with 3-5 working days, if you live further afield please allow up 10 working days.

Do you charge for shipping?

We don’t agree with extortionate shipping costs, that’s why we ship your sunglasses to you for free, wherever you are in the world.

Do I need to be at home to receive my delivery?

No, if you aren’t in at the delivery address recorded with your order, our delivery guys will just leave a note, so you can go to your nearest depot and collect at your earliest convenience.

What if I receive faulty shades?

All our sunglasses are quality checked before they are sent, however if you aren’t happy with your purchase for whatever reason, just get in touch at support@notinlove.com and we’ll get it sorted for you.

Privacy

Is my personal information kept private?

Yes absolutely – please see our privacy policy for more information.

Payment

Is it safe to use my credit card online?

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

What payment methods do you accept?

We accept all types of major credit and debit cards, along with PayPal and Apple Pay.

How do I know that my order has gone through?

As soon as you order you’ll receive a confirmation email. If you don’t receive the email within 24hrs, please contact us at support@notinlove.com

Why can my payment be declined?

The most common reasons are lack of funds and card information entered incorrectly. So double check you have the money in your account and makes sure you enter all your card details correctly! If you’ve checked all the above and the payment still won’t go through get in touch at support@notinlove.com

Can I order tax-free?

For EU customers - all our prices are inclusive of VAT. If you’re outside the EU you wont be liable for VAT, however you may get a customs bill which is out of our hands and is your responsibility to pay.

Returns and exchanges

How do I return something I’ve bought?

Please return your purchase to NOTINLOVE Ltd c/o Konnexus Ltd Unit 4, Bizspace (Headway) Business Park, Denby Dale Road, Wakefield, WF2 7AZ, United Kingdom. You will be responsible for making sure the item is returned in the same condition you received it in. We would recommend you insure you return just to be on the safe side and keep hold of your proof of postage.

What’s your refund policy?

From the point of purchase you are immediately covered by our 28 day money back guarantee and 12 month manufacturing warranty. For more detail please see our Returns Policy.

Do I have to pay anything to return a product?

No all returns free.

When do I receive my refund?

Once we have received and inspected your return you’ll receive a notification email. If the product is in the condition it was sent in, your refund will be processed and a credit will automatically be applied to your original method of payment within 14 days.

Can I exchange my shades?

Absolutely - you can exchange your sunglasses with 28 days of purchase, as long as they are in their original unworn condition (including packaging).

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