<div class="_help_font_site selected-art-author"> <div>After you have placed an order with us, you will receive a confirmation email of the order and an email for any updates on the progress on the order. &nbsp;They can be for the following reasons:&nbsp;</div> <div><br /> <strong>Payment Failed:</strong><br /> There was an issue processing your payment, please contact a customer service representative for further support.<br /> <br /> <strong>Order closed:</strong><br /> The order has been unpaid, and the time lapse has been 3 days, so the order has been closed.<br /> <br /> <strong>Unpaid:&nbsp;</strong><br /> The order has been received but payment has not been made at present.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Pending: </span></strong></div> <div>The order has been received but payment has not been processed at present. &nbsp;This is normally due to an E Check payment which can take up to 7 days to process. &nbsp;If you would like your order sooner, please cancel the order and reorder using an alternative payment method.<br /> <br /> <strong><span style="font-size:medium">New order: </span></strong><br /> This is the stage showing we have received your order and payment successfully.&nbsp;</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Normal:</span></strong></div> <div>This stage represents all the information on the order is sufficient&nbsp;to be processed to fulfilment.<br /> &nbsp;</div> <div><strong><span style="font-size:medium">Abnormal/Question order/Suspended:</span></strong></div> <div>This stage means there are some questions&nbsp;relating to your order and we need to confirm further details with you. We will email you to request the further information required to progress the order. If we do not receive a&nbsp;reply within 30 days, we will cancel the order and issue a&nbsp;full refund.&nbsp;</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Processing:</span></strong><br /> During this stage, your ordered lenses will be sent to our laboratory technicians for lens customisation. Once the order status states &ldquo;Processing&rdquo;, the&nbsp;lenses are already in the process of being made and&nbsp;cannot&nbsp;be recycled&nbsp;and&nbsp;if you cancel the order you will be charged a withdrawal fee of &pound;4.00.<br /> In most cases, normal single vision glasses will be delivered in about 2 weeks after your placement of the order online. The specific processing period varies according to the strength, lens type, and add-on options.</div> <div>&nbsp;</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Shipped:</span></strong></div> <div>The order has been shipped out successfully. For USA&nbsp;orders, the tracking number will be available when the order arrives in our USA sorting centre. It takes&nbsp;between 3 to 7 working days to be delivered at this point. For other countries, the tracking number will be available between 1 and 2 working days.</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Tracking number available:</span></strong></div> <div>The&nbsp;tracking number for your parcel has been updated/is available.&nbsp;</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Delivered :</span></strong></div> <div>The status of &quot;Delivered&quot;&nbsp;means&nbsp;that the courier has delivered the glasses to your address successfully. If you did not reecive the glasses, please email us at service@firmoo.co.uk.</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Refund accepted :</span></strong></div> <div>This is the stage when we have accepted your request for a return and refund.&nbsp;</div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Refund completed:</span></strong><span style="font-size:medium"> </span></div> <div><span style="font-size:medium">This is the stage when the full or partial refund has been processed successfully.</span></div> <div>&nbsp;</div> <div><strong><span style="font-size:medium">Canceled:</span></strong></div> <div>This&nbsp;means order was&nbsp;cancelled</div> </div>