FAQ

Delivery & Delivery Charges

We are happy to offer our customers FREE Next Working Day Delivery on all orders placed at shop.enderbys.co.uk before 2PM.

Orders placed after 2PM can not be guaranteed to arrive on the next working day but will be posted by the end of the following working day.

For all orders placed in store at Enderbys of Boston, you will be advised on expected delivery dates at the time of your order.

50 Years Celebrations Ts & Cs

The 50 Years celebration promotion runs from June 1st 2017 until the 31st August 2017 inclusive.

£1 Private Sight Tests

Patients who book a private sight test for within the offer period will be entitled to a full private sight test for only £1. This offer is limited to one private sight test per patient during the offer period. NHS sight tests are still available during the offer period and qualifying patients who wish to redeem their NHS Sight test voucher during the offer period will still be able to do so.

50% off full priced spectacle frames

During the offer period all spectacles frames (not included in any other offer) will be sold at 50% off the marked price. This offer may not be taken in conjunction with any other e.g. ‘All in Ones’ or other currently reduced frames. 50% will be taken off of the marked price of the spectacle frames only, lenses are not included in this offer.

Warranties on purchases

We offer a 12 month manufacturers warranty on all non-sale goods that are current at the time of purchase. If there is a manufacturers fault with the product that you have ordered we will be happy to exchange the item on a like for like basis (subject to availability).

Sale items or items that have been discontinued by the manufacturer are subject to a 3 month manufacturers warranty. Like for like replacement sale items can not be guaranteed.

Our Returns, Refunds and Cancellation Policies

Returns

Our policy lasts 14 days. If 14 days have gone by since your online purchase and you change your mind, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items: Gift cards Perishable items such as contact lenses or solutions

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, it will be processed, and a credit will be applied to your credit card or original method of payment.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your credit card statement or bank account again. Then contact your credit card company or bank, it may take some time before your refund is processed. Once you have done done all this and you still have not received your refund, please contact us (if applicable) at info@enderbys.co.uk.

Sale items Only full priced items may be refunded. Sale items can not be refunded.

Cancellations If you decide to cancel an online order that you have not yet received, please call 01205 311181 to inform us whether you would like a refund or exchange (please refer to the relevant policies in each case). We will need your order number to identify the item you would like to cancel.

If it is too late to cancel your delivery, please call 01205 311181 to discuss an exchange or refund.

Exchanges We only replace items if they are defective or were damaged when you received them. If you need to exchange it for the same item, send us an email at info@enderbys.co.uk and send your item to: Returns at Enderbys, 84 Wide Bargate Boston GB PE21 6SE.

Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves we will send a refund to the gift giver.

Returns Postage To return your product, you should mail your product to: Returns at Enderbys,84 Wide Bargate Boston GB PE21 6SE

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Subject to where you live, the time it takes for your exchanged product to reach you may vary.

If you are returning a valuable item, you should consider using a recorded delivery service or obtaining proof of postage. We can not be responsible for any items that do not reach us.

Complaints

If you have a complaint or concern about the service you have received from an optometrist or any of the staff working in this practice, please let us know a soon as you can.

We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria. You are also reminded that we are part of the Optical Consumer Complaints Service (OCCS) which deals with complaints about non NHS matters.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint: within 6 months of the incident that caused the problem; or within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Initially speak to any member of staff who will be happy to listen to your concerns. If possible, we will endeavour to rectify any complaint or misunderstanding immediately. You may also ask to speak to the Practice Manager, Mrs D Enderby or Assistant Manager, Mr B Enderby. If you feel your problem has not been resolved, please put your complaint in writing and address it to;

Mrs D Enderby or Mr B Enderby Enderbys of Boston Ltd 84 Wide Bargate Boston Lincolnshire, PE21 6SE or alternatively you can email us at info@enderbys.co.uk

You may ask for an appointment with either or both of them in order to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we shall do We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to: find out what happened and what went wrong; make it possible for you to discuss the problem with those concerned, if you would like this; make sure you receive an apology, where this is appropriate; identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Complaining to the Health Authority We hope that if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach your local Clinical Commissioning Group, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

You should contact; The CCG manager NHS Lincolnshire East CCG Cross O’Cliff, Bracebridge Heath, Lincoln LN4 2HN Telephone number: Boston Office 01205 366273

You may also like to contact the Independent Complaints advocacy service (ICAS) for help. ICAS Helpline 0808 802 3000 Office email: newcastleicas@carersfederation.co.uk

Complaining to the OCCS Complaints about non NHS matters should be addressed to: The Optical Consumers Complaints Service PO Box 219 Petersfield, Hampshire GU32 9BY Telephone number: 0844 800 5071 Email: postbox@opticalcomplaints.co.uk

Handling Patient Data

Freedom of Information Act (FOI) and Data Protection

This document complies with the requirements of the Information Commissioner’s Model Publication Scheme for Enderbys of Boston Ltd in accordance with the Freedom of Information Act 2000 and fulfils the obligations on opticians’ practices under the Act.

Introduction This is a complete guide to the information routinely made available to the public by Enderbys of Boston Ltd. It is a description of the information about our NHS services that we make publicly available. It will be reviewed at regular intervals.

How is the information made available? The information within each Class is available in hard copy from:

84 Wide Bargate Boston Lincolnshire PE21 6SE or can be printed from our website www.enderbys.co.uk

This guide information We will publish any changes we make to this guide or relevant information. We will also publish any proposed changes or additions to publications already available.

Cost of Information For the most part, we will only charge for hard copies, or copies onto media. Charges are as follows and will be reviewed regularly. Accessed from our website – free of charge Single hard copies – free of charge As the Freedom of Information Act applies to the provision of information, a request for multiple hard copies does not fall within the provisions of the Act and will attract a charge for retrieval, photocopying and postage. We will inform you of the cost of these charges that will have to be paid in advance. E-mail will be free of charge.

Your Rights to Information The Freedom of Information Act 2000 is designed to promote openness and accountability amongst all organisations that receive public money.

Like all NHS contractors, since 1 January 2005 there has been a FOI obligation on optical practices to respond to requests about the NHS related information that they hold, and a right of access to that information has been established in law.

These rights are subject to exemptions (see below) that have to be taken into consideration before releasing information.

In addition to accessing the information identified in this guide, you are entitled to request information about our NHS services under the NHS Openness Code 1995.

Under the Data Protection Act 1998, you are also entitled to access your clinical records or any other personal information held about you and you can contact any practice where your records are held to do this. We will not share your clinical records or data information with any other body unless it is medically necessary that we do so.

Feedback If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the scheme, please write to:

Enderbys of Boson Ltd. 84 Wide Bargate Boston. Lincolnshire. PE21 6SE

Classes of Information All NHS information at Enderbys of Boston Ltd is held, retained and destroyed within NHS guidelines. Our commitment to publish information excludes any information that can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000, the main reasons being the protection of commercial interests and personal information under the Data Protection Act 1998. This scheme has been written in accordance with those exemptions. The information on this Scheme is grouped into the following categories:

1) Who we are and what we do Enderbys of Boston Ltd incorporated in 2011. The Enderby family has a long tradition of Opticians and Dispensing Opticians dating back to 1907. The practice details are as follows, 84 Wide Bargate. Boston. Lincolnshire. PE21 6SE Tel 01205 311181 Company Registration number 07702064 Details of the opticians and optometrists employed in our practice can be obtained by contacting the practice directly or by visiting our web site. Alternatively, details of all opticians and optometrists registered in the UK are available from the General Optical Council Tel: 0207 580 3898.

2) Financial and funding information: what we spend and how we spend it For every sight test performed on behalf of the NHS the practice receives a set fee, which is fixed nationally. The fees paid by the NHS for each service are available from the practice on request. They include a contribution towards optometrists’ and staff salaries, equipment costs and other practice overheads. Information in this class will be published only where it is unlikely to adversely affect the commercial position of the firm or practice

3) Our Priorities To provide our patients with high quality eye care

4) Decision Making Any decisions made about the provision of NHS-funded services will be reflected in the services we provide and in the contract held with the Leicestershire and Lincolnshire Area Team.

5) Our policies and procedures

i) Complaints
ii) Data protection
iii) Health and safety


Available on request from Enderbys of Boston Ltd. 84 Wide Bargate. Boson. Lincolnshire. PE21 6SE

6) Lists and Registers We don’t keep lists and registers. Our patient records are confidential.

7) The Services We Offer Enderbys of Boston Ltd provides NHS-funded sight tests for those who are eligible. Patients may also be entitled to NHS vouchers that can be used against the purchase of spectacles or contact lenses as required. To find out if you are eligible for this assistance please ask for details in our practice or refer to our practice leaflet.

Appointments for sight tests can be booked over the phone on 01205 311181, or by calling into the practice at 84 Wide Bargate. Boston. Lincolnshire. PE21 6SE.

Opening times are

9.00 to 17.30 Monday to Friday
9.00 to 13.00 first Saturday of each month.


Our practice is usually closed between Christmas and New Year and Easter Saturday every year. Please check in store for details.

Regular publications and information for the public Information about optical and ocular conditions, sight tests, spectacles, and contact lenses, can be found on www.enderbys.co.uk and various other websites including www.college-optometrists.org

Some of this information is also available in our practice leaflet. These are freely available from our practice. To request a practice leaflet by post, please write to:

Enderbys of Boston Ltd. 84 Wide Bargate. Boston. Lincolnshire. PE21 6SE.

Useful Resources

Websites:
i) Information Commissioner
www.ico.gov.uk


Publications:
i) NHS Openness Code
www.doh.gov.uk/nhsexec/codemain.html
ii) Freedom of Information Act 2000
www.hmso.gov.uk/acts/acts2000/20000036.html

Our Privacy Policy

PRIVACY STATEMENT

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SECTION 1 – WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system. Email marketing: With your permission, we may send you emails about our store, new products and other updates.

SECTION 2 – CONSENT

How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection of or use or disclosure of your information, by contacting us at info@enderbys.co.uk or mailing us at:
Enderbys, 84 Wide Bargate Boston, PE21 6SE

SECTION 3 – DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

SECTION 4 – SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:
All online transactions are securely handled directly by SagePay Form. Enderbys of Boston Limited will not have access to your credit card details and therefor can not store your credit card information. For more information on SagePay’s privacy policy please visit www.sagepay.co.uk/policies/security-policy.

SECTION 5 – THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. In particular, remember that certain providers may be located in or have facilities that are located in a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located. Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements. Google analytics: Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at

SECTION 6 – SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

SECTION 7 – COOKIES

Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not. _session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc). _shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits _shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer. cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart. _secure_session_id, unique token, sessional storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access. PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where

SECTION 8 – AGE OF CONSENT

By using this site, you represent that you are at least the age of majority in your country of residence, or that you are the age of majority in your country of residence and you have given us your consent to allow any of your minor dependents to use this site.

SECTION 9 – CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

QUESTIONS AND CONTACT INFORMATION

If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at info@enderbys.co.uk or by mail at Enderbys [Re: Privacy Compliance Officer] 84 Wide Bargate Boston GB PE21 6SE —-