FAQ

 

Do my Shadescity sunglasses need special care?

As our sunglasses are made from real, precious wood, it goes without saying that they are more fragile than plastic frames. Therefore, you should ideally always store your glasses in a case. Preferably use the provided microfibre cloth to clean your glasses. (Don’t use it wet or put the sunglasses in water. .

As with allsun glasses, you should protect your SHADESCITY sunglasses from being dropped or knocked as this could damage the wood and/or lenses and/or hinges.

 

Order and payment process:

How can I check whether my order has been successful?

To check whether your order was successful, please click on the message in your confirmation email (which you will receive after you have placed your order).

How can I pay for my order?

We offer the following payment methods for purchases in the SHADESCITY shop:

PayPal, SOFORT credit card (Mastercard/Visa), advance payment and by invoice (Billsafe).

What must I be aware of for credit card payments?

If you select the ‘Credit Card’ payment option, please ensure that you have your SecureCode (security code) to hand. Credit card orders require this security feature and ensure that your payment is processed securely. If you have any questions about your SecureCode, the best thing to do is to contact your bank who will be happy to assist.

You can check whether your credit card payment was successful in your account under the status ‘My Orders’ . As soon as the status ‘Paid’ appears next to your order, the payment was successful and your goods are being shipped. The status ‘Initiation’ means that your payment was not processed successfully. If you have problems paying by credit card or you do not know your SecureCode, please select another payment method to ensure a smooth and secure order transaction.

Customer account:

How can I view and amend information in my customer account?

Visit www.shadescity.co.uk and in the top right corner you will find ‘My Account’. After you have successfully logged in you can view your orders, stored addresses and account information and amend these if necessary.

What do the various statuses mean under ‘My Order’?

Paid: your order is complete and being shipped

Initiation: unfortunately your order was not completed successfully.

This may be the case if your order is currently being processed or if you have ordered with advance payment but payment has not been received yet. If you selected payment by credit card, please check your status. If the status does not change, it may be that the payment was unsuccessful. In this case we recommend that you select another payment method.

Credit note: should you cancel your order or return your order in part or in full, your credit note is currently being processed or has already been executed.

What can I do if I forget my username and/or my password?

If you have forgotten your password, go to the login area www.shadescity.co.uk and click on ‘Forgotten password’ and we will automatically send you a new password via email.

How do I unsubscribe from the newsletter?

You can unsubscribe from our newsletter at any time. You can either log into your customer account and, in the section ‘My Account’ then ‘Vouchers & VIP News’, select ‘No’ in the drop-down menu. Alternatively you can send us an email with subject “Unsubscribe from newsletter” at shadescity2020@gmail.com and we will remove you from the newsletter mailing list.

Shipping:

How long until my order is shipped?

Once we have received your order and payment has been confirmed, we will ship the goods ordered. You can check the current status of your order in your customer account under ‘My Orders’. As soon as the status ‘Paid’ appears, your order will be shipped.

How long is the delivery time?

Within UK all orders are shipped free of charge via Royal Mail.

The following international delivery times apply:
Europe: approx. 7-21 days based on standard delivery
Rest of th World: approx. 10-29 days

For delivery to another country, please email us at shadescity2020@gmail.com. We’d be happy to advise on the delivery time for your order.

How much are the shipping costs outside UK and what countries do you deliver to?

The shipping costs to Europe and all non-European countries is £12.50 Tracked & Signed for International service.

What do I do if I haven’t received my order within the corresponding delivery time?

Please send us an email including your full name and order number at shadescity2020@gmail.com. We will track your parcel immediately and do all we can to ensure swift delivery.

International orders may be delayed by customs clearance, which is unfortunately beyond our control.