How long will my order take to reach me?
Our standard UK delivery takes 2-4 working days to reach you from dispatch. International orders can take 9-12 working days to arrive. Occasionally, we have the added fun of international orders being delayed at customs for reasons we know not why, which may take the delivery a little beyond those timings, so please make sure you allow plenty of time if you can.
I have made a mistake on my order. Can I make a change?
We will certainly try our best for you. Email us at [email protected] as soon as you can and we will contact the warehouse team. If they have not processed then we can make that change. We will let you know either way.
The item I want is showing as out of stock. Do you have any left?
When we run out of stock it is likely that we will replenish that style again with a new batch, which takes around 6-8 weeks. We will place the frame on pre-order so that you can receive them as soon as they are back in stock. It might be we don’t bring that exact colour back in again, but then maybe it’s time to experiment?
Returns and Exchanges
Not sure about your sunglasses and need to return?
We hope that you are happy with your frames, but do realise that until you actually put them on your face you just don’t know how they will look and feel. So you want to return them? No problem.
Pala offers refunds on frames returned in an unworn condition, along with original the tags and all the accessories (case, soft bag and booklet). You need to return within the original box within 30 days of your original delivery along with proof of purchase (receipt) must be provided for us to process a refund.
Any items received in a non-sellable condition will not be accepted.
If you have received an item from Pala as a gift, you may return it for an exchange or gift card only. Please state this clearly on a note when returning.
How long will it take to receive my refund?
Your return/exchange will take up to a week to be completed once we have received the returned frame.
How do I exchange my item?
If you wish to exchange your frames, please re-order the new item, and return the original to us for a refund. Or you can simply include a note requesting the new item in with your return, and our team will exchange this for you. Contact [email protected] if you need any further advice.
There is a problem with my order. What should I do?
Thorough checks are made before we post out our frames, but if you have received your order and there is a fault with the item email [email protected] and one of the team will help resolve this for you.
Choosing the right pair for you
What frame suits my face shape?
There are several elements that determine what frame suits a particular face shape. For some basic rules you can read up about it in our guide on the best sunglasses to suit your face shape. It is just a guide, as ultimately much will come down to your own personal style and how you will feel in them.
How will I know if the frame size will fit my me?
On each of our product pages you will find the specific dimensions of that frame, specifically the lens width, the bridge width and the temple (arm) length. This is standard specification use by opticians which you can use too.
If you already own a frame you can check against the numbers on the inside of the temple. They don’t have to be exactly the same, but if close enough, they will inform you that your online pair will be in the right ballpark.
We intend to bring virtual try-on soon, so that will also be useful in helping you make that initial decision.
I now have my frame. What checks can I carry out?
A few pointers…
- Whilst your frame may extend past the side of your face, your lenses should not.
- When you smile, and we will assume you do that a lot, if your cheeks push your frames up then that is telling you they are not quite right.
- Ideally your pupils will be near the centre of the frames, although this is not always the case with some oversized styles.
If the width of your frame is too wide, you will find that they slide down your nose.
If you are not experiencing any these issues and they do indeed feel naturally comfortable, then you are probably onto a good thing.
Frame and lens care
What’s the best way to look after my frames and lenses?
We want you frames to last as long as possible – better for planet and better for your pocket. So a few quick-fire small ‘wins’:
- We highly recommend using both the soft bag and case to always ensure the best possible protection when not using your frames.
- The soft bag is made from microfiber so is the perfect material to give those lenses a good wipe. Do not use an item of clothing you may be wearing as an alternative as this material is harsher on the lenses and could trap particles that may scratch your lenses.
- When the smudges on your lenses are particularly stubborn and beyond the realms of the dry microfiber pouch, you can use a specialist lens solutions or spray purchased at your local pharmacy. However, warm soapy water can be just as effective. Washing up liquid works a treat!
- Avoid wearing sunglasses on top of your head because it can stretch out the frames and strain even the most flexible hinges, eventually leading to an uncomfortable pair of sunglasses that are less likely to fit.
- When placing your sunglasses and off your face you should do so using both hands. Putting them squarely on will avoid bowing them and stretching them over time.
Stick to these suggestions and we hope you have a long and rewarding relationship with your frame until the point at which you accidentally sit on them… and then we will share your pain.
Can I adjust my frame?
Yes you can. You can often drop into a local optician and they will be able to adjust your frame. It takes a few minutes and should be free. often for free within a few minutes). However, if you want a DIY version then on head to out page on ‘How to adjust you frames’ and we’ve got a videos to show you just how to make adjustments for the three most common issues:
- Uneven arms – one higher than the other
- Arms stretched wide apart causing the frame to slide off face
- Discomfort around ears and reducing slippage from nose.
I've scratched my lenses - can I get replacements?
Yes you can. We all know that sometimes we might accidentally sandpaper our lenses leading to a few annoying scratches. If you are based in the UK send us your frame and we will colour match your lenses and replace with some brand new ones.
£25 for non – polarised
£50 for polarised.
A better solution for the planet to repair rather than by new! Contact us at [email protected] for more information.
Do you provide prescription lenses for your sunglasses?
Yes we do. If you have a prescription taken within the last two years that you can send to us, then we will be able to make the frame up to your specification. Email [email protected] if you require more information.
Do your sunglasses provide 100% UV protection?
Yes. All our sunglasses use either high quality Nylon or CR39 lenses, chosen for their lightweight properties and most importantly to provide 100% UVA.
What filter category are your sun lenses?
All lenses are certified as Filter Category 3. This means they provide a high level of protection from sun glare.
Are your lenses anti-scratch?
Yes, an anti-scratch coating is applied across all our lenses.
Do you sell sunglasses with polarised lenses?
Yes we do. We offer them across some of most popular styles and you can find them within the selections on our polarised sunglasses page.
What are the benefits of polarised lenses?
Polarised lenses have a special chemical applied to them to filter light. This chemical’s molecules are lined up specifically to block out all the horizontal light waves bouncing off say a smooth ocean surface of a crisp snowy slope for instance.
Materials and sustainability
What are your sunglasses made from?
All our frames are made from bio-acetate. What does that me? It means that is composed of cellulose acetate and a plasticizer of vegetable origin. Consequently the finished material is mostly composed of materials from renewable sources (between 64%-68%). It is also biodegradable meeting the prerequisites for compostability set by the ISO 17088: 2012 standard.
We do also use recycled acetate from our black frames. This is offcut material from the manufacturing process. An element of virgin acetate is necessary to maintain the structural integrity of the frame during production which means materially the amount of recycled element is 70%.
You can read more about bio-acetate and why it is a better solution for the planet over in our journal.
What are your sunglasses cases made from?
They are made from a combination of recycled plastic waste from a factory in Accra, Ghana and discarded water sachets (washed, cut and twisted). Approximately 60 strands are used in the making of the cases, 6 water sachets in each.
What are your soft bags and lens cloths made from?
Both our soft bags and lens cloths are made from 70% polyester from recycled PET (bottles) and 30% Nylon
What packaging do you use?
The box in which the frames are packed is made from cardboard FSC MIX C114468
The padded envelopes we use for delivery is both recycled and recyclable.
What can I do with my packaging?
In the first instance we would recommend you re-using the mailer and box in in which they came in. If you are based in the UK, then you can return old frames to us (see below).
Otherwise, both our box and mailer bags are recyclable through your local recycling routes.
Do you recycle frames?
If you are UK based, at checkout there is check box that you can tick. This will begin a process whereby you can return up to three old frames, spectacles or sunglasses to us to then be passed on to our partner TerraCycle.
These will be broken down and then upcycled into a new product such as watering cans and road cones from the plastic elements and nuts and bolts from the metal components. Landfill averted!
Are you a B Corporation?
Yes. We are verified by B Lab to meet the very highest standards of social and environmental performance, transparency and accountability.
Are you vegan friendly?
Yes. Every part of our product right down to the inks we use for our printing is vegan friendly.
Which payment options are available?
You’ll be happy to hear that Pala accepts multiple payment methods. We currently accept Visa, MasterCard, G-Pay, Paypal, American Express and Clearpay.
Do you provide gift cards?
Indeed we do. The ideal gift for when you’re a little uncertain on the frame choice for a friend, dog or pony. You can find our gift card page here.
What is Clearpay?
Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply). Please use Clearpay responsibly.
The service is provided by Clearpay Finance Ltd. Clearpay Plans are not regulated by the Financial Conduct Authority.
How do I use Clearpay?
Just shop on Merchant Site and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).
If you’ve used Clearpay before, just log in to your Clearpay account.
Who can use Clearpay?
Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address.
Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.
How does the Clearpay payment schedule work?
Clearpay will split the total value of your order into 4 instalments payable every fortnight. You will receive your payment summary once you have successfully transacted.
If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.
You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.
What if I can't pay a Clearpay instalment?
If you cannot make a payment, please contact Clearpay here.
As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.
Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £24, whichever is less.
Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service for further details.
When will my items be delivered if I use Clearpay?
Clearpay orders are delivered within our standard delivery timeframes like any order.
Is there a limit to how much I can spend on a single Clearpay transaction?
Yes, your order value including shipping can be up to £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.
Can I use another form of payment with Clearpay?
Yes, you may also use a gift card, cash, or a promotional code with Clearpay to pay for your purchase.
What does Pala mean?
The meaning behind Pala
‘Pala’ is derived from ‘Impala’ a native African antelope of the African plains, with a keen eyesight for predators! All our frames have African names and meanings to re-enforce our connection and impact with the countries we work with across Africa.
You want more?
Well, if you’ve read this far and still not found an answer, that’s impressive… and a little disappointing on our part. Therefore we would love you to get in touch with us at [email protected] and one of our lovely team will respond directly to you.