Additional Information

When you are happy, we are happy!

We are charged with providing a friendly voice for you to talk to, solving any issue you may have completely and in creative ways where necessary. We are committed to providing our customers with a positive experience in every interaction that they have with us.

Have no fear! No matter how extreme the issue, we have seen it before and are here to help. Whether it be a volcano eruption delaying your sunglasses for your vacation, your parcel arriving with equal weight of rocks instead of sunglasses, or the delivery man throwing your parcel half way up the lawn, not wanting to wade through the knee-deep snow to place the parcel on your door-step.

We have found solutions for all of the above, and we are dedicated to providing similarly comprehensive and satisfactory solutions for you.

Here is how we do this on a daily basis:

  • We make it as easy as possible for you to find the perfect pair of eyeglasses or sunglasses at an amazing price.
  • By providing a fantastic customer service.
  • Providing a secure, easy-to-use online service.
  • Responding to suggestions from customers on how we can improve our site.
  • By acting in a solution-oriented fashion, working with each customer individually to address any problems that you may have.
  • By being courteous and professional at all times.
  • Ensuring consistency in our responses and the information we provide.
  • Listening to our customers and taking all issues seriously.
  • Apologising when appropriate and not being afraid to acknowledge when we have messed up.
  • Responding to every email we receive, providing helpful and timely responses.
  • By going the extra mile - always asking what else can I do?and how can I do more?
  • Delivering on our promises.

What you can expect from us:

  • Courteous, professional and enthusiastic staff who will greet you in a friendly way.
  • Staff with the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to the right person.
  • A solution-oriented focus when dealing with your questions and a commitment to working with you.
  • Confidentiality and respect for your privacy.
  • All emails and phone calls receiving a prompt response in line with our standards.
  • Clear and accurate information, and an easy-to-use service.
  • A commitment to social responsibility through our social Unbox Sunshine movement.
  • A happy and enjoyable shopping experience.

What if something goes wrong?

  • You can contact our dedicated Customer Service Team through Contact Us info.
  • You can send us your feedback, our Customer Service Manager reads these daily and act upon the suggestions.

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