Shipping & Returns

Responsible shipping

Responsible shipping is fulfilled by logistics providers using solutions to reduce emissions. Delivery may take up to 12 business days.


This shipping option consists of either:
1. Full ground service: shipments served via truck. Transportation emissions are reduced by exclusively using ground transportation instead of other available shipping modes with higher emissions. Not applicable to destinations that do not have such other shipping modes; other exclusions may apply.
2. Emission compensation program (if provided by selected transportation carriers): providers calculate carbon emissions from pickup to delivery; the carbon emissions are then offset through climate protection projects including reforestation, renewable energy, waste disposal, wind power and others, supported by the logistics providers. The carbon neutral service is verified by a certified auditing company (i.e. Société Générale de Surveillance).


Below the list of the logistics providers that can provide emissions compensation:


UPS (itself or in partnership with USPS)
GLS (itself or in partnership with USPS)



Shipping


Delivery times shown in the table include order processing and transit. Please note that delivery can occasionally be delayed due to unforeseen circumstances.
Remember that if you decide to return your item(s), shipping costs will not be refunded.
All packages are fully insured. When Nuance identifies with the couriers that a parcel has not been delivered or arrived empty, then the same item will be shipped again, free of charge for the customer. No refund can be offered in such circumstances. Please refer to the missing and defective goods policy below.
We ship anywhere in UK except Isle of Man, Guernsey and Jersey. Orders to these addresses will be automatically cancelled from this website.
We do not ship to PO boxes and/or military bases. Orders to these addresses will be automatically cancelled.



Delivery


We will send you an email confirming the carrier’s details and the tracking number once your order is shipped.
You can track the delivery status of your order at any time via the My Account page on http://www.nuanceaudio.com .



Missing or defective goods


Check your order as soon as it arrives to make sure everything is as expected. If your order is incorrect or an item is missing or damaged:
1. Contact our Customer Care team to indicate your order number. Please consider that you must contact us within 14 days of receiving theshipment as, otherwise, we will not be able to accept responsibility for those item(s).
2. Attach clear pictures of the incorrect or damaged item(s) received, including the SKU code of the eyewear (usually found on the inside of the left temple), the delivery note and the package.



Our Customer Care team will assess the information provided and investigate further. We will get back to you as soon as possible with the resolution.