Terms & Conditions

1. Who we are

FrameLens is the online lens-replacement service of JAUPIN Eyewear LTD, a licensed optician operating from JAUPIN Bespoke Eyewear — Gate Avenue at DIFC, Zone 1, Al Mustaqbal Street, Dubai, United Arab Emirates. These terms govern every order placed on framelens.ae.

2. The service

We cut and fit new prescription lenses into a frame you already own. We do not sell frames. You bring your frame to the boutique — or send it to us with a courier you arrange — and collect it once your new lenses are fitted.

3. Prices and payment

All prices are in UAE dirhams (AED) and include 5% VAT. The price shown at checkout is the price you pay — it is recalculated and verified on our servers, never taken from the page you see.

Payment is by card, processed by Stripe; we never see or store your card number. Where instalment payment (such as Tabby) is offered, it is subject to the provider's own approval and terms. Your order is confirmed by email with a private tracking link and, once paid, a tax invoice you can download.

4. Your prescription

Your lenses are cut to the prescription you provide. You are responsible for its accuracy and validity; if anything is unclear, our optician reviews it — and may ask you for a clearer photo or the original document — before any lens is cut.

If it is your first pair of progressive lenses, the fitting is completed in person: you bring your frame to the boutique so we can take your measurements with the frame on your face.

5. Your frame

While it is with us, your frame is covered at its current market value — and your lenses are refunded with it.

If we judge your frame too fragile to re-glaze safely, we tell you before doing anything and refund your order in full.

6. Remakes, refunds and returns

If the correction doesn't feel right, come back with the frame and your previous lenses. We check the new mounting against the old one, and the correction against your prescription. If we got it wrong, we remake your lenses for free. If the prescription itself turns out to be wrong, we take an extra 15% off the replacement pair — custom-cut lenses cannot go back to the lab.

Because every lens is cut to your personal prescription, orders cannot be returned or exchanged for change of mind once cutting has started. Before that point, you can cancel for a full refund by contacting us.

7. Guarantees

Any coating defect within one year is replaced at no cost. Scratches and everyday wear are not covered — lenses live the life you give them.

8. Timing and collection

Production times shown on the site are counted from the moment your frame reaches the boutique. They are given in good faith; exceptional delays at our lens suppliers may extend them, and we keep you informed through your tracking page and by email. Your finished frame is collected at the boutique.

9. Liability

Beyond the commitments above, our liability for any order is limited to the amount you paid for it. Nothing in these terms limits rights that UAE consumer law grants you and that cannot be limited by contract.

10. Governing law

These terms are governed by the laws of the United Arab Emirates. Talk to us first — most matters resolve within a day. Failing that, the courts of Dubai have jurisdiction.

11. Contact

orders@framelens.ae, WhatsApp, or the boutique — all listed on our contact page.