FAQs

FAQs

1. Online shopping

2. Product information

3. Care and repair

4. Contact us

1. Online shopping



How can I place an order?

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.



What payment methods do you accept?

We accept Visa, MasterCard, Maestro and American Express.

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



What happens if I notice that my personal details are incorrect after I have completed my order?

Please contact customer service as soon as possible and we can make the necessary adjustments for you.



I haven’t received an order confirmation e-mail, has my order successfully gone through?

Order confirmation e-mails are automatically sent whenever an order has been successfully placed. If you cannot locate this, please be sure to check you spam folder.



What is Pay Later with Klarna?

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.

2. Product information



What are your frames made from?

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.



What are you lenses made from?

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.



Do your lenses offer 100% UV Protection?

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



Do you offer prescription lenses?

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

3. Care and repair



Can I adjust the size of my sunglasses?

Yes, 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.



Where should I store my sunglasses?

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.



What is the best way to clean my sunglasses?

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.



Do you offer a warranty?

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.

4. Contact us



Customer service

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.



Wholesale enquiries

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.



Press enquiries

For all press enquiries please email vivian@dmybydmy.com. We will respond to your email as soon as possible from Monday to Friday.