Shipping policy
Shipping & Delivery Policy
At Burghley & Co, every order is carefully prepared, professionally checked, and dispatched with attention to detail.
Delivery times depend on the type of order, prescription verification, glazing requirements, frame availability, stock location, and destination. Prescription eyewear requires preparation before it can be dispatched, so please allow for both order preparation time and delivery time after dispatch.
Order Preparation Times
Our usual preparation timeframes before dispatch are:
- Frame-only orders: up to 5 working days
- Single vision prescription glasses: approximately 5–7 working days
- Varifocal prescription glasses: approximately 7–10 working days
These are estimated preparation times rather than guaranteed dispatch dates. Specialist lenses, stock availability, prescription queries, or other individual requirements may occasionally extend the preparation time.
Working days exclude Saturdays, Sundays, and UK public holidays.
Reglazing & Replacement Lens Orders
If you are sending your own glasses to Burghley & Co for replacement lenses or reglazing, the preparation timeframe begins once we have received:
- Your frame
- Your complete prescription information
- Any measurements or additional information required for the order
- Confirmation of your chosen lens options
Customers are responsible for arranging and paying for delivery of their own frame to Burghley & Co.
We strongly recommend using a tracked postal or courier service and choosing an appropriate level of cover for the value of your frame.
Burghley & Co cannot take responsibility for a customer-supplied frame while it is being transported to us using a postal or courier service selected by the customer. Our responsibility for the frame begins once it has been successfully delivered into our possession.
Once your replacement lenses have been completed and professionally checked, your glasses will be securely packaged and dispatched back to you using the applicable UK or USA delivery service for your order.
Please see our Returns & Refunds Policy for the terms that apply specifically to reglazing and replacement lens orders.
United Kingdom Delivery
Royal Mail Tracked 48 — Free
Typically 2–3 working days from dispatch
Express Delivery — £9.95
Typically 1–3 working days from dispatch where available
Delivery estimates begin once your order has been dispatched and are separate from the preparation times shown above.
Selecting Express Delivery speeds up the delivery service after dispatch. It does not shorten prescription lens manufacture, glazing, prescription verification, or other preparation required before dispatch.
Royal Mail tracking details will be sent once your UK order has been dispatched.
United States Delivery
Standard USA Delivery — Tracked — $15 USD
Typically 7–12 business days from dispatch
DHL Express USA — Duties & Taxes Included where shown — $35 USD
Typically 5–8 business days from dispatch
Where a duties-inclusive or Delivered Duty Paid (DDP) option is specifically offered and selected at checkout, applicable duties and taxes shown at checkout are collected with the order.
Where duties-inclusive delivery is not offered or selected, import duties, taxes, customs charges, or other local fees may be payable by the recipient.
We currently ship to the 48 contiguous United States only.
We do not currently ship to Alaska, Hawaii, Puerto Rico, Guam, the US Virgin Islands, APO/FPO/DPO addresses, or PO Boxes.
USA Duties, Taxes & Customs
USA orders may be subject to import duties, taxes, customs fees, or other local charges depending on the delivery service selected.
Where a duties-inclusive or DDP delivery service is clearly offered and selected at checkout, applicable duties and taxes shown at checkout are collected with the order.
Where a duties-inclusive option is not selected, any import duties, taxes, customs fees, or other charges imposed by the destination authorities may remain payable by the recipient.
Customs procedures and clearance times can vary and may occasionally delay USA deliveries. Where a shipment is materially delayed or does not arrive, please contact Burghley & Co so that we can investigate.
Where Your Order May Be Dispatched From
Orders may be fulfilled directly by Burghley & Co in the United Kingdom or, where appropriate, dispatched through an authorised fulfilment partner.
Some frame orders may be dispatched from our authorised European fulfilment partner:
Blue-Berry GmbHSchlossberg 2
83435 Bad Reichenhall
Germany
Using an authorised fulfilment partner allows us to access a wider range of genuine designer eyewear and, in some circumstances, dispatch products more efficiently.
Burghley & Co remains your retailer. Customer support, prescription support, aftercare, returns, refunds, and policy administration are handled by Burghley & Co in the United Kingdom.
Shipping Costs
Available shipping options and applicable costs are displayed at checkout before you complete your order.
- Free Royal Mail Tracked 48 delivery applies to eligible UK orders
- UK Express delivery is available for £9.95 where offered
- USA Standard Tracked delivery is $15 USD
- DHL Express USA is $35 USD where offered
- Optional Express delivery charges relate to the upgraded delivery service after dispatch
- Duties and taxes may apply to USA orders unless a duties-inclusive service is specifically offered and selected
Prescription Verification & Order Processing
Prescription orders may require additional checks before lens manufacture or dispatch.
If information is missing, unclear, inconsistent, or requires professional review, we may contact you before proceeding.
This may include queries regarding:
- Your prescription
- Pupillary distance or other measurements
- Lens suitability
- Frame suitability
- Varifocal fitting information
- Delivery or contact details
Where we need additional information from you, preparation of your order may be paused until that information has been received.
Delivery Address
Please check that your delivery address is complete and accurate before submitting your order.
If you notice an error after placing your order, contact us as soon as possible. We will try to amend the details where the order has not yet been dispatched.
Once an order has been dispatched, we may not be able to change its delivery address. Additional delivery costs caused solely by incorrect or incomplete information supplied by the customer may be chargeable where appropriate.
Tracking
Where tracking is available, tracking details will be sent once your order has been dispatched.
Tracking information can sometimes take a short period to update after the parcel has first been collected or scanned by the carrier.
Delivery Delays
Delivery estimates are provided in good faith, but delays can occasionally occur because of public holidays, severe weather, courier disruption, customs processing, high-demand periods, or other circumstances outside the normal delivery process.
If your parcel is delayed beyond the expected delivery timeframe, please contact us at hello@burghleyandco.uk and we will investigate.
Nothing in this policy is intended to restrict any rights you may have where goods are not delivered within an agreed or legally required timeframe.
Lost Parcels
If tracking indicates that your parcel may be lost, or it has not arrived within a reasonable period after its expected delivery date, please contact us.
Burghley & Co will investigate the shipment with the relevant delivery provider.
Where an order is confirmed as lost before successful delivery to you, we will provide an appropriate remedy in accordance with your applicable consumer rights and the circumstances of the order.
Please report suspected missing parcels promptly, as this allows us to open a courier investigation as quickly as possible. This request does not remove any statutory or mandatory rights you may otherwise have.
Parcels Marked as Delivered
If tracking shows your parcel as delivered but you have not received it, please contact us as soon as possible.
We may ask you to check with other members of your household, neighbours, reception areas, designated safe places, or other locations identified by the courier before we open an investigation.
Where necessary, we will raise the matter with the delivery provider and review the available delivery information.
Damaged Parcels
If your order arrives damaged in transit, please contact us as soon as reasonably possible.
Where possible, please retain the packaging and provide photographs showing:
- The outer packaging
- Any visible damage to the parcel
- The eyewear or product affected
Photographs can help us investigate the damage quickly with the delivery provider.
Asking for photographs or packaging does not affect any statutory or mandatory rights you may have in relation to damaged or faulty goods.
Returns Shipping
Customers are generally responsible for return postage for eligible change-of-mind returns and returns made under the Burghley & Co Confidence Policy unless otherwise agreed.
Where goods are being returned because they are faulty, damaged, supplied incorrectly, or another legal obligation requires us to bear the return cost, we will provide appropriate instructions.
USA returns must be sent to our United Kingdom returns address unless we specifically agree otherwise.
For full return, refund, prescription, and reglazing terms, please read our Returns & Refunds Policy.
Returns Address
Burghley & Co102 Kesteven Road
Stamford
PE9 1SS
United Kingdom
Your Consumer Rights
Nothing in this Shipping & Delivery Policy is intended to exclude or restrict any statutory or mandatory consumer rights that apply to your purchase.
Contact Burghley & Co
If you have a question about an order, prescription, shipment, or delivery, please contact: