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Frequently Asked Questions

When are our opening hours?

Our opening hours are Monday to Friday, 9.30am-5.30pm.

You are more than welcome to email us after these hours and we will reply as soon as we are back in the office. Please bear in mind of the Bank Holidays as we are on holiday too!

Your sunglasses are cheaper than the high street, are your products genuine?

We sell genuine products as all documents, including authenticity cards with selected brands, are provided with the sunglasses and ski goggles. We buy directly from the brand's manufacturers, allowing us to pass on our savings. We do not share the same overheads as a high street store or local optician. We do not provide prescription lenses for the sunglasses to keep our prices affordable.

We understand that people can be very wary of purchasing designer products online, but we can provide you with a contact if you still require further reassurance that our products are genuine.

Do you perform quality checks before the sunglasses are shipped?

We do our very best to ensure all of our sunglasses are in perfect condition before they are shipped. Damaged stock is rare as we order directly from the brands themselves and provide filler in our delivery boxes to ensure your sunglasses are secure as possible.

My sunglasses' arms are wonky, why is this?

The most common problem amongst manufacturing of acetate sunglasses is that they can be slightly offset, e.g. the temples are not be parallel. Sunglasses are actually designed to be adjusted to fit the individual wearer by gently heating the acetate and reshaping. We have a machine here at Blaze, which is used by opticians, to reshape the sunglasses for you.

Alternatively, it is usually best to ask advice from your local optician, who can manipulate the frames so your sunglasses can be tailored to your face and head shape whilst being present.

If you find that your sunglasses have this problem, please contact us, via email and telephone, so we can resolve the issue here at Blaze or to give you advice.

If you are unsatisfied with your purchase, please contact us as soon as possible so we can help you. You are more than welcome to return your sunglasses and we can investigate the matter for you with our supplier.

I've received an email stating that my payment hasn't been accepted, why is this?

As we have a number of orders throughout the day, we rely on our bank's payment security system to validate transactions. You may have entered the incorrect details during the check out process.

Usually this is because the 3D Secure password has been entered incorrectly, which is extremely important for any online retailer. If you haven't registered your card for 3D secure, we would highly recommend you do so as this protects your card against unauthorised use. To register your card for 3D secure, please use the following websites:

For Mastercard: http://www.mastercard.co.uk/securecode.html

For Visa: http://www.visaeurope.com/en/cardholders/verified_by_visa.aspx

For Maestro: http://www.maestrocard.com/uk/security/securecode.html

Another example is entering your card's registered address or CV2 number (found on the back of the card) incorrectly.

If you are worried about your card payment method, it is best to use your PayPal account (if you have one) to purchase as the validation checks have already been checked and passed.

If our security system flags up your transaction, we will send you an email as soon as we can to let you know this has happened. We are extremely sorry if this causes any inconvenience, but payment security is extremely important to us and all cardholders.

How can I pay?

You can pay with the following cards: Mastercard, Visa Debit, Visa Electron, Maestro UK, Maestro International and Laser. You can also use PayPal.

Unfortunately, we can not take payment over the phone due to security reasons.

I want this item, but it's out of stock. What can I do?

You can be notified when the product is back in stock by entering your email address in the red box. However, we may be able to reorder specific products from our suppliers.

If you need the item urgently, it is best to contact us via email, the chat feature on our website, Twitter or telephone. Please note some selected sunglasses are from a discontinued line so we will be unable to reorder specific models.

Who do you use to deliver your parcels?

We use the Royal Mail delivery service. If you are an International customer, you can see which postal service will be delivering your parcel on our 'Delivery' page

Where is my order?

If you have ordered before 3pm (Monday to Friday) and selected the FREE delivery option, your order is on its way and should be with you within 2-3 working days. Orders made after 3pm or over the weekend will be processed and shipped the following working day.

If you have ordered before 3pm (Monday to Thursday) and selected the NEXT working day delivery (additional charge £2.95), your order is on its way and should be with you the next working day. Orders made after 3pm will be processed and shipped the following working day. Those who order Thursday after 3pm and Friday before 3pm, your order will be delivered the following Monday. Please take note of the Bank Holidays, there will be no processing of orders or delivery.

For UK customers, who request Saturday delivery for the additional charge of £7.95, your deadline is Friday before 3pm. If you order after 3pm, your purchase will be delivered the following Saturday. If you have made a mistake, please feel free to let us know so we can refund you the additional charge.

If you are in the UK, you can use the Royal Mail Track and Trace website and enter your tracking number, which is provided in our delivery notification email.

If you have asked for an international delivery, you can use our “Delivery” page for more information: http://www.blazesunglasses.com/delivery

Whilst we aim to deliver orders internationally within the estimated times stated, we cannot guarantee a specific delivery date as orders may be held up by customs. Customers should allow up to 28 days for delivery of their order. Please contact us if you are still unsure.

I've ordered on Saturday/Sunday, where is my order?

Your order will be processed on Monday morning and will be shipped on Monday afternoon at 3pm. Depending on the requested delivery option, your order should arrive within 2-3 working days or Tuesday (if you requested Next working day delivery for the additional charge £2.95). You should receive an email with confirmation and Tracking ID for the Royal Mail Track and Trace website. Please note, we are on holiday too on Bank Holidays so your order will be processed the following day.

What happens to my parcel if I'm out?

Your parcel requires a signature for safety. Royal Mail will post a 'Something for you' card through your letter box, informing you what to do next. Usually, your parcel will be returned to your local Royal Mail Delivery Office where you can collect or arrange a redelivery. Your parcel will be kept there for 18 days before it is returned to us.

If you have made mistake with your delivery address, it is best to email us with your correct delivery address before 3pm so we can make the necessary changes before our delivery collection at 3pm.

My sunglasses/ski goggles are unsuitable. How do I return them?

You can return your sunglasses/ski goggles within fourteen days of delivery for a full refund or exchange. Please note, the item must be returned in its original packaging, with tags attached and in the condition in which it was sold.

To return an item, please reseal the postal box and send it back to us via your local Post Office, along with the returns form completed in full, using the labels provided. We suggest you return your parcel using Royal Mail's recorded delivery service. Please place the label with our address on the front of the box and the sender label on the side.

For more details about our returns policy: http://www.blazesunglasses.com/returns

I'm still waiting for my refund, why hasn't it gone through?

The returns can take a few days to be returned to us. As soon as we have received them our end, we will process the refund or investigate the exchange you have requested.

You should receive an email, notifying that your refund has been processed our end. Please allow a couple of working days for your bank to process your refund. We process the returns normally at the end of the week so we can check the condition of the products and refund you correctly. However, if you still have concerns, please contact us.

I'm still waiting for my exchanged pair of sunglasses, where are they?

Providing the exchanged pair are in stock and your returned sunglasses meet our returns' policy, you will be notified when your sunglasses are dispatched and a tracking ID reference. Unfortunately, we can not offer our next day delivery service on exchanged sunglasses, but they will be with you within 2-3 working days.

If the sunglasses you have requested are out of stock, we will do our very best to reorder them from our supplier. Generally, our supplier's delivery takes a couple of weeks to reach our office, but you must be aware that delays can happen. Sometimes our supplier can also be out of stock. We will notify you if this is the case and offer you a full refund.

How do I look after my sunglasses?

We recommend that you clean your sunglasses with a soft cloth, which most of our brands supply. It's best to store your sunglasses in a case, preferably a hard case, to withstand damage.

Think carefully where you leave your sunglasses on a hot day. For example, wearing them on top of your head or placing them on a car dashboard can cause the frames to stretch and damage the lenses. Try to avoid leaving your sunglasses face down as this can cause scratches on the lenses.

If you find your sunglasses' temples are loose, you can gently tighten the screws found in the hinges (between the temples and frame).

Where's the best place to keep updated with Blaze Sunglasses?

We organise competitions and promotions on our Facebook, Twitter and Google+ pages. You can also find us on Pinterest, where we share our customers' photographs.