FAQs

FAQs

DMYBYDMY.COM is continuing to operate as normal. We are trying our upmost to ensure that there aren’t any delays with your orders, however, please be aware that our delivery partners may encounter unavoidable delays throughout this challenging time.

1. Shipping

DMY BY DMY ship to over 130 countries across the globe. Please find shipping charges and estimated transit times below. However, please note that these times are an estimate and may be affected by factors over which DMY BY DMY has no control including customs delays and national holidays.

United Kingdom
Standard (3-5 working days) – Free
Next Working Day (For orders placed before 12pm) – £5.00

Rest of the World
Europe (2 working days) – £9.95

North America (2-3 working days) – £12.95
South America (3-4 working days) – £15.00
Asia (4-5 working days) – £15.00
Africa (4-5 working days) – £15.00
Oceania (4-5 working days) – £15.00

All of our deliveries feature full online tracking. Once your order has been dispatched you will receive a shipping confirmation email with your tracking number. You can click on this tracking number to view your shipment’s progress.

For deliveries within the EU, we operate on a DDP (Delivered Duty Paid) basis. This means that all import taxes and duties will be included in the price of the goods in your order.

For all deliveries outside the EU (including Channel Islands), we operate on a DDU (Delivered Duty Unpaid) basis so once your order arrives at its destination you will be responsible for the required import duties, customs and local sales taxes levied by the destination country, in order to release your order from customs. Our courier will contact you with the details of any import charges to be paid. Please be aware that we cannot advise you what the cost will be as these charges can vary according to country. Please contact your local customs office to find out more information.

All items available for pre-order have an estimated ship date on the product, cart and checkout pages. Please ensure that you are happy to wait until the estimated delivery time when you place you order.

If you order contained both available and pre-order styles, we will deliver your entire order when the pre-ordered item becomes available.

2. Returns and refunds

If you’re not happy with your sunglasses within 14 days of delivery, please contact customer service at hello@dmybydmy.com and we will send you a pre-paid returns postage label. Please package the sunglasses safely, affix the label and drop the package at any myHermes parcelshop location.

We do not offer a free returns service for International customers. If you would, however, like to return your sunglasses please contact customer service at hello@dmybydmy.com within 14 days of delivery and a member of our team will provide you with a returns address. Please return your package to the address provided and we recommend using a courier that provides both insurance and tracking to ensure we receive your package because unfortunately, we will not be able to cover packages lost in transit.

Once we have received your return, providing that it is returned in an unworn or like-new condition with original packaging, we will process the refund immediately. Once your refund has been processed, a refund confirmation will be sent to the email address provided upon check out. Funds should be credited to your original payment method within 5-10 working days, depending on the bank. Please note that we are unable to refund original shipping fees and any customs or duty as this is between the purchaser and Customs & Excise.

3. Online shopping

Navigate to the ‘Shop’ page to browse our entire online catalogue. If you wish to filter products by colour, price or composition, click “filter by”, located at the top of the shop front page.

To see all the details of a product, click on the image to open the product page, where you will find additional images and information about that item.

When you have made your choice click “add to cart”.

To complete your purchase, click on the cart icon in the upper right corner of the screen, and then click “checkout” at the bottom of the container. Fill in all necessary billing and shipping details and click “place order”.

If you have any questions or concerns regarding the checkout process, please contact customer service here.

DMYBYDMY.COM accepts all major credit and debit cards including Visa, MasterCard, Maestro, American Express and JCB.

All payments are processed through Stripe, a PCI Level 1 Service Provider, which offers the highest grade of payment processing security. 

No worries, just send an e-mail to our Customer Service team at hello@dmybydmy.com as soon as possible and we can make all the necessary adjustments for you.

Order confirmation e-mails are automatically sent whenever an order has been placed successfully. If you cannot find this, please be sure to check you Spam folder as, from time to time, our emails can unfortunately end up there. If, however, you still cannot find an email please email our Customer Service team at hello@dmybydmy.com who can assist you accordingly.

Pay Later with Klarna is a payment method which allows you to buy now and pay later. At checkout, simply select ‘Klarna’ as your payment method and click “place order”.

If your Pay Later request is accepted, Klarna will send you an email within 2 days of your order being placed with payment instructions.

You’ll then have 30 days to complete the payment online. You can pay at your convenience, with no extra cost via credit or debit card.

To qualify for Pay Later you must have:

1. A UK bank account
2. Be 18 years of age or over
3. A UK residential address

Please note that Klarna are an independent payment company and DMY BY DMY have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with you order, please contact Klarna customer service here.

4. Product information

DMY BY DMY sunglasses are handcrafted from the highest quality cellulose acetate, sourced from the world’s leading supplier in Italy. Cellulose acetate is a plant-based plastic meaning its hypoallergenic, lightweight and very strong. Our metal frames are manufactured from high-quality stainless steel. Stainless steel is lightweight, flexible, strong and corrosion-resistant offering maximum durability and increased comfortability.

Our lenses are crafted from CR-39, a lightweight polymer which offers an extremely high optical quality, almost as good as glass. In terms of durability, CR-39 is both incredibly scratch and shatter resistant.

Yes, all of our lenses offer 100% protection against UVA and UVB rays.

We do not currently offer prescription lenses. However, all of our lenses can be replaced with optical lenses by your local optician.

5. Care and repair

Of course, all of our sunglasses have been designed so that they can be easily adjusted to your individual needs. If your find that your acetate frames are too tight or loose, crooked on your face or hurt your ears, your local optometrist will be able to make the necessary adjustments. For metal frames, simply tighten or widen the nose pads. If, over time, the glasses become loose you can tighten the hinge screws with a small screwdriver. Again, these adjustments can be made by your optometrist.

Store your sunglasses in the case provided in a dry place at a temperature between -10°C and +35°C. Avoid putting them face down on any surface as this may scratch the lenses.

To maintain the function of your sunglasses we recommend regularly cleaning the lenses with soap and water. Avoid the use of any solvents of alcohol. When drying, use the microfibre cloth provided and avoid the use of abrasive cloths as these may damage the lenses.

At DMY BY DMY we take great pride in the craftsmanship of all of our sunglasses. In the unlikely event that a defect in materials or workmanship is found in your sunglasses within twelve months of purchase, we are happy to exchange it with proof of purchase. Please note, our warranty does not cover sunglasses that have been altered, personalised or damaged due to normal wear and tear.

6. Contact us

To contact customer service please email hello@dmybydmy.com. We will respond to your email as soon as possible from Monday to Friday, from 8.00 am to 5.00 pm (GMT), excluding bank holidays.

For all wholesale enquiries please email wholesale@dmybydmy.com. We will respond to your email as soon as possible from Monday to Friday, from 8.00 am to 5.00 pm (GMT), excluding bank holidays.

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DMY BY DMY

Design-led sunglasses for the women of today.

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