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Frequently Asked Questions

ORDERS              

What if I need to change my order?

At James Bensen we strive for great service and as a result our orders are processed promptly. We will however do our best to accommodate any changes to your order. To change or cancel an order email us at support@jamesbensen.com.

How to track the status of my order?

To check the status of your order please log in to your account using your registered email address and password. 


HOME TRY- ON

What is the Home Try-On program?

After browsing through our wide selection of frames select your favourite 5 by adding them to your shopping cart. We will then ship these frames to you (free of charge to all major cities). You will have 5 days to try them out at your leisure. Once you’ve found a pair (or two) that you love; notify us via email to collect your 5 frames from a location of your convenience (again free of charge). To learn more about the Home Try-On program visit our Home Try-On page.

Having trouble deciding on a frame?

No problem! Post your pictures on Instagram (#Jamesbensen), Twitter (@james_bensen) or Facebook (facebook.com/JamesBensensa) and let our James Bensen stylist provide you with expert advice (make sure your account isn’t on private).

I’ve found my favourite pair (or two) – what next?

Once you’ve decided which pair you’re keeping log in to your account and purchase them.

I thought the Home Try-On Program was free—why do you need my credit card?

The Home Try-On program is absolutely free. During the checkout process, you will be asked to provide a valid credit card before completing your order which is only required for security purposes. No charge will be run through your card at this stage as the Home Try-On program is a totally free 5-day trial. 

The only exception: In the event that you do not return your Home Try-On box with your 5 frames, or if it’s returned damaged, then we will need to charge the card for the full price for each outstanding or damaged frame. This equates to R995 per frame, our full retail price. In order to avoid this charge, your Home Try-On will need to be couriered (at our cost) by the fifth full day after delivery. If your Home Try-On period ends on a weekend or holiday, just arrange for pick up on the next working day.

What is the Virtual Try-On tool?

James Bensen’s Virtual Try-On allows you to try on all our frames (excluding rimless) on a real time photo or uploaded image of your face in a few clicks. Click the Virtual Try-On button on each product page, and use your webcam to take a picture of yourself, upload an existing photo, or use a model photo that matches your face shape to virtually try on different frame styles. Still not sure which is the best frame for you? Try our free Home Try-On program.


SHIPPING, RETURNS AND EXCHANGES

How long will it take for me to receive my glasses?

Delivery times to major cities within South Africa will be 5 to 8 working days and 8 to 14 working days to remote areas.

 

What does shipping cost?

Orders

Major cities - Free

Remote areas - Free

 

Home Try-On

Major cities - Free

Remote areas - please contact us for a quote for shipping before ordering your home try on.


Do you offer international shipping?

Currently, we only ship within South Africa.


What is your return & warranty policy?

At James Bensen we pride ourselves on customer service. We offer a 14-day, no questions asked money back return policy.

For additional details regarding our return and warranty policy, please visit the returns and warranty page.


How do I return my glasses?

Email us at support@jamesbensen.com so we can initiate the return or exchange process.


Still have questions? Why not email us at support@jamesbensen.com ? We'll be glad to be of assistance.