Frequently Asked Questions | Josh Fano

Frame Questions

How do I find out my frame size?

To find out your frame size, check the numbers written inside your template frames. Frame numbers usually look like this: 51 - 19 -145 and are printed inside the temple in millimeters. 

The first number stands for the lens width, the second stands for the bridge width, and the third stands for the temple width. 

Here is an illustration to understand more clearly:

There are no numbers. Is there another way to find out my frame size?

You will need to go old school if there aren't any numbers inside the frame. You will need a measuring tape and record the measurements of the lens width, the bridge width, and the temple width. 

You don't need to be perfectly exact when you do the measurements as they will work in a similar way to a clothing size guide does. 

Can you provide me assistance in selecting frames?

Absolutely. We're a friendly bunch. Please write to us on hello@joshfano.co.uk and we will take it from there.

What if it doesn’t fit me?

Don't worry, we've got a flexible returns policy so, you can always send it back to us within 30 days following the date of dispatch of the product to you. 

Order Questions

How do I cancel or change my order?

We are pretty quick at dispatching orders so please notify us immediately (within 2 hours of placing your order) by emailing hello@joshfano.co.uk with your name and order number and we’ll take it from there.

How do I know that my order has been cancelled or changed?

Once your order has been cancelled or changed, we will send you a confirmation email to let you know. 

What if I receive a wrong or damaged order?

We hand-check every single order before it's dispatched, so it’s highly unlikely this will happen, but if it does occur, please send an email to hello@joshfano.co.uk and our dispatch team will get in contact immediately.

Delivery Questions

How long will it take to deliver my order?

If your delivery address is on the United Kingdom mainland, we aim to deliver within 3 to 5 working days for a non-prescription order and 8 to 12 workings days for a prescription order.

If you place your order before 4pm on a working day, these time periods run from the close of business on that day. If you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

What day will my delivery day be?

We currently don’t offer a service with a specific delivery day. You may wish to enter your office address or other address during the checkout process if you're likely to be out of the house as our delivery service provider will deliver between as we’ll deliver between 8am and 6pm. 

Do you charge for delivery?

We offer free standard delivery and returns to all mainland UK addresses on all orders.

Do you ship internationally?

Currently, we do not ship internationally but may from time to time agree to delivery products to other countries and territories on request. 

Refund Questions

What's your refund procedure?

We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with our returns policy. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.

How do I return an order?

You must contact us to obtain a Royal Mail returns bag which we will post to you. Returned orders must be sent via a Royal Mail Post Office in the returns bag provided by us. Check out our returns policy for information.

Other Questions

I can’t find the answer to my question. How do I contact you?

Please visit the contact page of this website and fill in the form, or you can email hello@joshfano.co.uk