Why do I have to register to order online?

The online registration process is used to create the security features necessary to protect your account details. You only need to register once to create your username and password. After this, you can just log in to your account quickly to access your account details or place an order.

How do I find out my Brulimar account number?

If you have an existing account with us then give us a call on 0345 130 1415 (UK local rate call) or +44161 655 7000 (international) between 9am – 5pm and we’ll be able to check your details and give you the right account number.

I've forgotten my password, what do I do?

On the log in page click forgotten password. Enter your email address and we will send you a temporary password. Once this has been entered, you'll be prompted to enter your own password. 

Am I able to amend my order once it's submitted?

If your order hasn’t yet been despatched then we may be able to amend it, call us on 0345 130 1415 (UK local rate) or +44161 655 7000 (international) and we’ll do whatever we can to help.

We are unable to recall orders that have left the warehouse but you can return them within 28 days as shown below.

How do I pay for my online order?

We will soon be able to accept credit and debit card payments online. In the short term you can make a BACS transfer or call us with your credit or debit card details. Our account details for BACS payment transfer will appear on your order confirmation. To make payment by card, please call accounts on 0161 655 7014.

Your order will be sent out as soon as payment is confirmed.
If you are a credit account customer, your order will be sent out immediately with an invoice for payment. To apply for a credit account, click here.

How do I return an item?

You have 28 days from the date of your order to return any unwanted frames**. Just repack the frames and any corresponding cases in their original packaging and send them to:

Customer Returns
Brulimar Optical
Units C&D Jubilee Park
Hanson Close
Manchester
M24 2UH

Please include your account number and invoice number. Items should be returned unused and in a saleable condition, with all component parts and accessories. Please ensure you obtain a free proof of postage when sending goods back.

Items returned after the 28 day period will be subject to a 20% handling fee.
**Note that discontinued products that are marked with (*) on your invoice cannot be returned for credit.

How do I return faulty items?

Faulty items can be returned to the returns address shown above. Please include a note describing the fault and let us know whether you would like a replacement. For all products that are found to have a manufacturer’s fault, we will give you a full credit and credit your return postage.

Or call our customer service team on 0345 130 1415 between 9am – 5pm or send us a note by clicking here . 
 
Please obtain a free proof of postage when sending goods back to us.

Why can’t I see product prices?

We reserve our price information for our registered trade customers. If you are an existing Brulimar customer, simply register your account online and then log in to see the product prices.

Do prices include VAT?

The prices shown on our website are exclusive of VAT.  We will send you a full VAT invoice with your order.

Can I track my order?

Higher value orders are sent using a tracked service, call us on 0345 130 1415 or 0161 655 7000 and we’ll chase your order.

What happens if items are out of stock?

If an item you have chosen is out of stock, you’ll see the date we expect to despatch it on the product page. You can then choose whether to select an alternative or create a back order, for delivery as soon as stock arrives. You will not be charged additional postage for the delivery of back orders. All items that are in stock will be sent out immediately subject to payment terms.

I am responding to a special offer, why can’t I see the discount?

The full product price is shown online and any discounts or promotions will be applied to your invoice when we despatch your frames. Once your order has been invoiced, you will see the invoice amount in your order History
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