Welcome to our website. If you continue to browse and use this website, you are agreeing to
comply with and be bound by the following terms and conditions of use, which together with
disagree with any part of these terms and conditions, please do not use our website.
The term “Jacob and Joe” or “us” or ‘we” refers to the owner of the website whose registered
office is 18 Frederick Street, Loughborough, Leicestershire, LE11 3BJ. The term ‘you’ refers to
the customer or user of our website
The company registration number is11356150 and our VAT registration number is 316606710.
Availability of Goods
We keep a range of eyewear in stock in the UK however due to the number of models, colours
and sizes available it is not possible to keep all items in stock. Where items are not in stock in the
UK, the eyewear is directly sourced from the Supplier.
We cannot guarantee the availability of goods, and sometimes it will be the case that an item has
been discontinued, delayed or out of stock with our suppliers. In this instance, we will endeavour
to inform you of the delay as soon as possible by either phone or email and offer you a choice of
an alternative item or a full refund.
We are unable to take responsibility for any loss or damages that you may suffer if we are unable
to supply the goods.
Great care is taken to ensure that items are displayed accurately, however, should this not be the
case, we will offer a full refund to you, but please note that we cannot be held responsible for any
loss or damages that you may suffer.
By placing your order, you confirm that the following are true:
- You have obtained a prescription from a suitably qualified person which is not more than
12 months old.
- You have notified us in writing of any eye conditions of which you are aware.
- You will supply accurate written details of your current prescription (including any notes
on the prescription) when requested.
- That the prescription details provided are not for a person under 16 years of age, such
prescriptions can only be completed in one of our stores.
- That all details regarding payment and delivery provided when placing the order are
correct and up to date.
PD Measurement Tool
Jacob and Joe does not accept responsibility for the measurements provided by the online PD
measurement tool. Although the tool is very accurate and has a very high success rate, we
cannot guarantee the measurements are exact because of the different computers and web-
cams a customer may be using. We recommend a professional checks your PD.
If you need to return your eyewear to us:
You should send these back to us within 7 days from the date of delivery to you. It is your
responsibility to return the item unworn and in perfect condition with the original packaging intact.
We recommend using a courier or Royal Mail service that requires a signature and has insurance
such as Special Delivery. Please include either your invoice or a note with your name and order
number and the reason for return.
For refunds please refer to our Returns Policy.
Please note that only one coupon code may be used per transaction and cannot be used
in conjunction with any other offer unless otherwise stated.
Codes are not applicable on sale items or reduced prices. Codes advertised on social media are
not applicable on sale items or reduced prices.
If your final order does not meet the coupon criteria, the discount amount will be deducted if a
refund is requested. If part of the order is cancelled/returned and your order no longer qualifies
for the promotion used, you will be charged the original price (before any discounts) for the
products you keep. Promotional codes/prices are not valid on exchanges made after the end of
Please note that promotion codes for free or discounted lenses are only valid upon purchasing
glasses and not available when using our reglazing service unless otherwise stated.
All email promotions are only available within the time frame specified in the email and not
available in conjunction with any other offer unless otherwise stated.
Limitations of Supply
We have absolute discretion as to whether or not to accept your order and we reserve the right to
request further information from you where we feel that this is necessary or appropriate.
We reserve the right to end any Agreement with you, cancel or place on hold any orders and/or
to suspend or terminate your access to the our website immediately and without notice to you if
you breach any of these terms and conditions, you fail to make any payment when due, we
suspect that you are about to engage in or have engaged in fraudulent or illegal activity on the
website or, if requested to by us, failed to provide us with sufficient information within a
reasonable time to enable us to verify the accuracy and validity of any information provided to us
so as to prevent fraudulent use of the website. The order will only be dispatched after we have
received and verified these documents.
Prices and Payment
All prices within the EU are inclusive of VAT. All other countries are not inclusive of VAT. Any
customs or import charges on International deliveries must be paid by the customer.
Whilst great care is taken to maintain accurate pricing on the site, there will be situations where a
mistake may occur and for this reason, the pricing cannot be guaranteed. If this occurs, we will
notify you of the error before your order will be processed. You will then have the choice to either
accept the correct price or to cancel your order.
We sell our products in GBP. Any transaction involving other currencies will be converted
according to the current exchange rate at the moment of processing the payment. When issuing
refunds we will process the payment at the current exchange rate which might not be the same
as the one originally used to purchase the product.
We reserve the right to alter prices from time to time without prior notification, however, if you
have paid for an item at a price prior to the change then this price will stand for that transaction.
Credit and charge card payments are subject to validation and authorisation by the cardholder’s
issuer and we will not be held liable for any non-delivery or delay if a card issuer refuses to
We cannot accept responsibility or liability for failures in transmission of information deletion,
non-delivery or failure to store any communications by you.
If there are discrepancies in the order details regarding customer/shipping/cardholder address
your order may be subject to additional security checks. You may be asked to provide further
proof of identity, failure to comply with these requests may result in delay or cancellation of your
Dispatch of Goods
We will use reasonable endeavours to ensure that the goods are dispatched to the address
provided within the time period specified by us via email to you, although we cannot guarantee
that the goods will be dispatched by that date.
You will be notified by email at the time your goods are dispatched.
You accept that we will not be liable to you for any loss, damage or charge incurred because of
the late delivery or non-delivery of goods. In the case of non-delivery, if either Jacob and Joe or
our courier is at fault, you will be offered the choice of a full refund or re-delivery. If an item is
considered lost by our courier service, we will require a minimum of two weeks to investigate the
location of the item before the customer is refunded or a replacement is sent out.
The risk of damage to the goods passes to you once they are delivered to the address specified
in your order instructions. You should promptly inspect goods delivered to them to satisfy
themselves that any goods delivered to them are as expected.
All goods require a signature at the recipient’s specified address.
Providing an incorrect delivery address may result in a delay or non-delivery. If your order can
not be delivered due to incorrect address provided by the customer Jacob and Joe reserves the
right to charge the customer the cost of a second delivery.
Any customs or import charges on International deliveries must be paid by the customer. The
customer will be charged accordingly for any additional cost arising not paying required customs
or not providing accurate contact details as to enable delivery to be carried out at the destination.
We will not accept responsibility for any damage to goods caused by you.
You acknowledge that the information contained in this site is provided without warranty and in
particular, we do not represent or warrant that the information is accurate, complete or current or
that the use of this site will be uninterrupted or error-free, and we exclude liability for any such
inaccuracies or errors to the fullest extent permitted by law. We have taken reasonable steps to
display as accurately as possible the appearance of all products displayed on the website.
However, we cannot guarantee that your monitor’s display of any colour or other detailing will
exactly reflect the appearance of the product upon delivery.
Your use of any information or goods on this website is entirely at your own risk, for which we
shall not be liable. It shall be your own responsibility to ensure that any products, services or
information available through this website meet your specific requirements.
We will not take responsibility for any discrepancy caused by you when entering your prescription
details and pupillary distance and we are not able to refund or replace any prescription lenses
once the order has been made. We recommend that great care is taken in entering the correct
details when placing your order. If you are unsure about anything, we advise that you contact us
prior to placing your order.
Reglazing lenses into the customer’s own frames are done entirely at the customer’s own risk.
We will not be liable for damages or loss of frames sent for reglazing or being returned to the
customer. We will not be liable for any breakages occurred during the glazing process as this is
also at the customer’s own risk.
Unauthorised use of this website may give rise to a claim for damages and/or be a criminal
From time to time, this website may also include links to other websites. These links are provided
for your convenience to provide further information. Jacob and Joe is not accountable for the
accuracy of material on any third party websites linked to.
It is the customer’s responsibility to provide a correct, accessible and secure delivery address.
Ownership of the item will pass to you once it has been signed for at the provided delivery
You will only own the items once they have been successfully delivered and when Jacob and Joe
have received cleared payment for them in full. Until that time, Jacob and Joe will retain
ownership of the items. Items supplied are not for resale.
Jacob and Joe reserves the right to delete or take action against any account registered on
Jacob and Joe, at any time, for any reason.
You agree to indemnify, defend and hold harmless Jacob and Joe, all personnel employed by
Jacob and Joe as well as consultants, agents, and affiliates, from any and all liability, third party
claims, damages and/or costs arising from your use this Website or your breach of the Terms of
Service. This is including, but not limited to legal fees.
These terms and conditions do not affect your statutory rights as a consumer. For more
information about your statutory rights, please visit the Department of Trade and Industry’s
Consumer Gateway website.
Copyright and Trademark
The copyright of the material contained in the website, together with the website design, text and
graphics and their selection and arrangement and all software compilations, underlying source
code and software (including applets) belong to us or the providers of such information. All rights
are reserved. None of this material may be reproduced or redistributed without our written
The name “Jacob and Joe” or any other registered or unregistered trademarks displayed on the
Site may not be used without the prior consent of Jacob and Joe.
You may retrieve and display the content of the website on a computer screen, store such
content in electronic form on disk (but not any server or other storage device connected to a
network) or print one copy of such content for your own personal, non-commercial use, provided
you keep intact all and any copyright and proprietary notices.
These terms and conditions shall be governed by and construed in accordance with English law.
Any disputes shall be subject to the exclusive jurisdiction of the English courts, to which both
Any failure by us to enforce any of these terms and conditions will not affect our right to enforce
the rest of those terms and conditions.