FAQs


Order Information

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. On the odd occasion we sometimes have had the added fun of international orders being delayed at customs for reason we know not, which may take the delivery a little beyond the 12 working days, so please make sure you place your order allowing plenty of time.

I have made a mistake on my order. Can I make a change?

Mistakes can happen, we get that.  Email us at [email protected]  and we will try our best to amend the order. Our warehouse team will be busy processing your order so it might not always be possible to make the change in time.

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 in a new batch. This can potentially take 8-10 weeks and we will put them on ore-order so that you can the very first pair once they have them back in stock. Alternatively, if you are unable to wait that long, then we will often have the same style in a number of alternative colourways. Time to experiment?

Returns and Exchanges

Not sure on your sunglasses and need to return?

We hope that you are happy with your frames but realise until you actually have them on your face you just cannot tell how they will fit. They perfect or they may not be just right so you may want to return them.

We can offer a refund on items returned in an unworn condition with the tags intact within 30 days of delivery. Proof of purchase must be provided for us to process a refund. Any items received in a non-sellable condition will not be accepted.

Please ensure that you return the goods to us folded and in their original packaging.

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 if stock allows. 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 many different elements that go into deciding what frame suits your face shape. There is certainly some basic science that can be applied, and you can read up about that 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 will fit my face?

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 that opticians find very useful and you may too.

If you have an existing frame you can check against the numbers on the inside of the temple. They don’t have to be exactly the same, but close enough they will give you tell 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 getting a ‘tick’ to all the above and they (crucially of course) feel naturally comfortable on your face, then you know you are 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 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 will have a long-lasting 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 (often for free within a few minutes). However if you have a hairdryer then you can take the matter into your own hands!

Our page on how to adjust your frames provides an instructional video on making the three main adjustments:

  1. Uneven temples (arms)
  2. Stretched temples causing the frame to be loose
  3. Better comfort around ears and reducing slippage from nose.

Lens 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 Filter category 3, providing meaning that 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 offer replacement sun lenses?

Unfortunately, we do not currently provide replacement lenses. You can take you frames to most opticians and they will be able to colour match your existing lenses. If you fancy you could choose an entirely new colour and vreate your own unique pair of Palas.

Do you sell sunglasses with polarised lenses?

Yes. These can be found using the filter on the shop page or to save you time you can go straight to them on the 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. Preferable for those taking a regular adventure to the mountains or ocean.

Can your frames be used with prescription lenses?

You can use prescription lenses in all our frames expect for the Sulwe style.

 

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 compostibility 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 a 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. They will then be broken and then upcycled into a new product such as watering cans from the plastic and nuts and bolts from the metal parts. Landfill averted!

Are you a B Corporation?

Yes. We are verified by B Lab to meet high 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.

Payment options

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 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 too 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.