Frequently Asked Questions
Can I trust the authenticity of your products?
Here at Maverick & Wolf we are confident and proud to vouch for the authenticity of all our products. We can guarantee that all of our products are 100% authentic. We are an authorised retailer, and we get all of our products directly from the licensed and globally recognised brand manufacturers. Because of this we are able to offer you the latest and up to date products in luxury eye wear trends at competitive prices. With some of the more exclusive brands you receive a serial number and an authenticity certificate and this allows you to confirm the authenticity.
Are there any added accessories?
You will receive all the accessories that come with the eyewear from the brand. All of our eyewear comes with the protective storage item and cleaning cloth, some brands or products may have more accessories included.
Any hard cases with my eyewear?
Some glasses and sunglasses are supplied to us with a hard case or a soft case/pouch, which you would receive in the delivery package. It is up to each individual brand to decide what accessories they would like to include with the eye wear and thus we can’t control this; it is important to note that we will send your eyewear to you in all its original packaging.
I am a first time buyer, so I'm not too sure what my frame size; can you help me?
If you need help with finding your frame size, you can take a look at our very informative Frame Size Guide. If you still require more in depth help, please feel free to Contact us so that we may be of further assistance.
Do you sell bifocal and varifocal glasses?
Yes, we have a grand collection of bifocal and varifocal lenses. If you would like information on a specific brand or type of glasses then please feel free to Contact us; we would be happy to assist you.
Do the prescription lenses come free with my glasses?
No they are not. If you would like prescription lenses for your sunglasses then you can purchase them on our website. We fit our lenses into all of our eyewear; this means that you will not receive the prescription sunglasses with the branded lenses. For example, Ray-Ban sunglasses would come with our high quality optical branded lenses fitted in.
If I want to buy an item that is not listed on the website what should I do?
We receive new stock on a regular basis and sometimes we do not get the opportunity to upload all of the stock onto the website. So if you want to enquire about a certain product please feel free to contact us on 0203 441 1955; as we can inform you whether the item was discontinued or if we have it in stock.
When can I expect to receive my eyewear?
We always make sure to specify the estimated delivery times and dates in any correspondence notifications or emails. You can see our estimated delivery times on our Delivery Information page on this website.
It is important to note that sometimes, albeit rarely, items can be discontinued whilst processing your order. Unfortunately, as we do not make these decisions the brands and manufacturers do, we can’t be held responsible. You will be informed if this should ever happen; we can then offer a suitable alternative or you can request a full refund.
Is there a guaranteed delivery date?
We always aim to deliver our products as safely as possible in a timely manner. We also do our best to deliver at the requested times; however as we depend on suppliers and delivery partners, we cannot guarantee the delivery times as they are only estimates. Thus we advise you to contact us before you place your order, if you would like to have the product by a specific date.
If I am away; can the delivery be delayed until I am back?
Yes you can. All you would need to do is contact our Customer Services team on 0203 441 1955; your order will be held at our London headquarters until you are prepared to receive your order again.
Can you deliver to my work address?
Please enter your work address as you would your home address as normal.
What happens if I was out at the time of delivery?
You can always send a message to the courier service and reschedule if you know you will be out on the proposed day of delivery. Your order may be left with your neighbours. If you are not comfortable with this option you can always contact our Customer Services team who will help you find an alternative solution.
Is there a way to track my order?
You can always track your order through your online Maverick & Wolf account, just log in to view. You can also check your email inbox as we would have sent you a tracking number. If you would like to speak to us directly, you can call or email us. If you reside in the UK then our premium delivery company will send you updates via text when the parcel is dispatched, delivered or any rescheduling information if you were out or if you requested them.
Does the company have a Guarantee?
Maverick & Wolf guarantee that your eyewear will arrive to you in perfect condition. If you have specified a prescription, then you can expect your eyewear to be made according to that prescription (as specified by you during the ordering process). We also guarantee that your eyewear will arrive in the designer’s original packaging.
How long is the warranty valid for?
All of our designer glasses and sunglasses come with a warranty. Fortunately, for most of the brands we carry, these warranties last for 1 at least one year. For all brands supplied by LUXOTTICA i.e. Chanel, Prada, Ray Ban the warranty is valid for 2 years. As a company known for impeccable service and high quality luxury goods, we will repair any defects caused by poor manufacturing or faulty materials for up to one year after the date of purchase.
If you accidentally damage your eyewear, please let us know as soon as possible as we may be able to help you. Luxottica products can be sent to any certified Luxottica stockist made under the warranty policy. It is important to retain of documents pertaining to the proof of purchase as they are needed for any faults to be repaired under the manufacturer’s 1 year warranty. To make the process less stressful for you, we may ask you to provide photographs showing the suspected fault before requesting the return of the item.
Is the option to cancel my order available?
Maverick & Wolf would like to inform you that; according to the Distance Selling Regulations (2000) and Consumer Protection (Distance Selling) (Amendment) Regulations, 2005; you, as the consumer have the right to cancel your non – prescription order up to 14 days after you have received your item.
It is imperative that all cancellations are communicated to us in writing via mail or email. This provides us with a record of the cancellation, not only protecting you from any misunderstandings but us as well.
Once we receive and have a record of your cancellation on file, we will work quickly to facilitate your refund and in any event within 30 days of your order. The cost of prescription lenses cannot be refunded in the event of a cancellation as they are custom – made products cut to your specific needs and measurements.
Do you have a Returns/Exchange policy?
For a full refund or exchange to be given back to you, the unused product must be returned to us within 14 days after delivery. We regret to inform you that we do not cover the cost of return postage or the cost of prescription lenses. Because 1.5 index lenses are valued at £30, if prescription orders re returned, a minimum of £30 will be deducted from your refund.
If you would like to have a second exchange, a fee of £10 will be charged for the handling involved.
Please contact us immediately if you believe your eyewear is faulty upon receiving it. Our Customer services team will be glad to help you. It is your responsibility as the customer to return the item in perfect condition with the original packaging intact.
If your order was delivered to a work or alternative address the return/exchange period starts when the delivery was signed for, even if you did not personally sign for the package.
Christmas returns policy: Our extended Christmas returns policy on non bespoke (prescription) items is valid from 23rd October 2017. This means that you can now return online purchases up until 10th January 2018. Exclusions apply.
Is the return postage on Chanel products covered by you?
If you have purchased Chanel eyewear, we will refund the return postage up to the amount of £7.15. If you have used a return service that does not display the cost of postage on the shipping label, please do not forget to include a copy of your postage receipt.
How long does it take to process a refund?
In line with our quality control policies, once we receive your eyewear it will be inspected and you will be notified that we have received the item back. We always strive to process your refund as soon as possible and within 30 days of your order. Once we have processed your refund, please allow 1 – 5 working days for the funds to show in your account.
Can the returns/exchange period be extended if I am purchasing a birthday gift?
If you are purchasing eyewear as a birthday gift, we are happy to extend the exchange period for you. All you need to do is remember to inform us upon placing your order. Any agreed extensions will be in writing.
Please note that only one coupon code may be used per transaction and cannot be used in conjunction with any other offer.
All Promotional Codes from Maverick & Wolf are 7 day promotions, unless otherwise specified, and after that time are no longer valid on any future purchases. Promotion codes can cease anytime.
The discounts used with Promotional Codes must be claimed before the order has been placed, they will not be considered afterwards.
All promotional codes are not valid on all brands. Percentage of discount may vary depending on the code. Promotional codes are not valid in-store unless otherwise stated.
In the case that your final order is not meeting the coupon criteria, the discount amount is going to be deducted only if a refund is requested. If part of the order gets cancelled or returned and your order does not qualify for the promotion used anymore, the original price will be charged (before any discounts) for the products purchased. The Promotional Code and price are not valid on any exchanges made after the end of the promotion.
Promotions advertised across the Hammersmith Chronicle, Fulham Chronicle, Shepherd's Bush Chronicle, Chelsea and Kensington News and Westminster and City News are not valid on Cartier and Dita.
The promotions received by email are only available within time frame specified in the message and not available with any other offers unless stated otherwise.
Are you entitled to a free NHS optical voucher?
You may get help with the cost of glasses or contact lenses if the following apply to you:
- aged under 16, or aged under 19 and in full-time education
- eligible for an NHS complex lens voucher (your optician will advise you on your entitlement)
You may also get an NHS optical voucher if the following also apply:
- receive Income Support or Income-based Jobseeker's Allowance
- receive Pension Credit Guarantee Credit
- receive Income-based Employment and Support Allowance
- entitled to, or named on, a valid NHS tax credit exemption certificate
- are named on a valid NHS certificate for full help with health costs (HC2)
People named on an NHS certificate for partial help with health costs (HC3) may also get help.
Any other enquiries?
If you have any other queries, please give us a call on 0203 441 1955 or email us at firstname.lastname@example.org or simply visit us at one of our stores.
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