FREQUENTLY ASKED QUESTIONS
Q How long will my glasses take
Your order will be processed immediately, and providing your frame choice is available, we will usually be able to despatch your glasses within 7 - 14 days. Our terms, however are 28 days, as occasionally there may be unforeseen delays.
If your frame choice is unavailable, or on back order, we will contact you immediately. Some of the top designers that we supply come straight from Italy, and therefore may take longer.
Q What if I do not receive my glasses
All purchases are posted out 1st class recorded delivery (Airsure/overseas signed for). This is for both customer and sellers benefit to ensure delivery. In the unlikely case of an item not being delivered we follow Royal Mails protocol for tracking items. You are not responsible for the delivery until it is signed for. PLEASE NOTE - IF YOU CHOOSE A DELIVERY ADDRESS WHICH ALLOWS MORE THAN ONE PERSON TO SIGN FOR AN ITEM (E.G. WORKPLACE/UNIVERSITY/STUDENT ACCOMMODATION) ONCE AN ITEM HAS BEEN SIGNED FOR, THE ITEM IS DEEMED TO BE IN YOUR PERSON AND YOUR RESPONSIBILITY.
Q is my contact lens prescription the same as my spectacle prescription?
NO. These two prescriptions are closely related, but are different. You need a spectacle prescription in order to purchases glasses.
Q Can I order Varifocals?
Yes, you can order bifocal and varifocal lenses. Make sure to copy all of your prescription, including the 'near add'.
Q I have heard there are lots of different type of varifocal. What type do you use?
Yes, there are many varifocal designs available. We use the latest 'back surface, freeform' designs, where the varifocal is on the back of the lens rather than the traditional method of working it on the front, meaning it is closer to your eye. (Imagine looking through a keyhole from 3 inches away, then 1 inch. At 1 inch you have a much wider field of view. This is the 'back surface' principle - not that we recommend you look through too many keyholes!). Depending on your prescription and the frame fitting we will choose the most appropriate lens type from our protfolio of leading manufacturers, including Kodak, Essilor (who make Varilux), Jai Kudo, Seiko and Pentax.
Q How do you fit varifocals?
If you have supplied your 'pd' we will incorporate this in the fitting. If not, we will use industry agreed average values for the position of the varifocal (or bifocal). Alternatively, you can send us an old pair of varifocals, which we can measure, and align your new varifocals to match the old pair's fitting. If possible we strongly advise you to do this.
Q What is my pupillary distance?
Your pupillary distance (or P.D.) is the distance between your pupils. This measurement allows us to put the centres of your glasses in the frame, to correspond with the centres of your pupils.
If you do not have your P.D. measurement we will use an average PD for your spectacles. In most cases this will not affect your vision. We only accept orders within a certain prescription range, as high prescriptions require the P. D measurement to be accurate. Alternatively you can sned us an old pair of glasses and we can measure your PD from them. We will, of course, return them with your new order. You can now downlaod an app to help measure your PD, simply type in "pupil meter" into your app search box.
Q What does visual acuity (V/A) mean on my prescription?
Your visual acuity is a measure of how good your vision is with your new prescription. (Simply, how far down the test chart you could read). It has no relevance to your prescription itself, and does not influence the lenses, which is why there is no drop down box for it. It will be usually be written as a fraction (eg 6/6) for distance or similar to N5 for reading acuity.
Q I don’t understand my prescription
If you have any problems understanding the prescription or ordering online process, please ring us on 0845 2666520 / 07855 757045
Q What if I enter incorrect details?
Your prescription is unique to you. It is important that you enter the correct details, as your order is processed very quickly. If you enter incorrect details, please contact us immediately, via telephone, SMS or E Mail.
Q What if I need my glasses adjusted
Most opticians will adjust glasses for no charge. Just call in to your local opticians, and ask them.
Q What is your guarantee and refund policy?
We want you to be 100% happy with your purchase.
If you are not for any reason, in the first instance please contact us within 7 days of receipt of your purchase. Unlike most glasses selling sites we don’t charge ‘re-stocking fees’, so you can shop with confidence with us. Changed your mind? We understand it is not easy choosing glasses and sunglasses without trying them on first (although many of our customers come to us having done just this on the High Street, but refuse to pay High Street prices). If you change your mind you can return your purchase within 7 days of receipt for a full refund, minus any prescription and postage costs.
(Please note that prescription eyewear is regarded as a ‘customised purchase’ and as such is not covered by the Distance Selling Regulations. Despite this we are happy to refund the frame cost in such cases but we will not refund any specific prescription lens costs, such as hi-index, bifocals, varifocals, coatings or photochromic lenses).
All our products are checked by qualified staff at every stage of production. In the unlikely event of a problem, please contact us within 7 days of receipt to discuss the problem. We will endeavour to do all we can to rectify any problem, including a replacement product or full refund as is appropriate. In such cases the refund would include all postage costs.
Any returned goods must be completely unworn, in a resaleable condition, with case, cloth and all brand literature in perfect condition, with all original packaging and a copy of the original invoice, and must be returned within 7 days of receipt. Any variation from this will result in the item being returned and no refund processed .
In all cases please used a ‘signed for’ method of return postage.
Q do you accept NHS Vouchers?
We no longer accept NHS vouchers due to the excessive administrative time and effort required to effect payment to us from the NHS.
Q do you accept Accor Eyecare Vouchers?
We do. Just enter either "EYECAREVOUCHER55" or "EYECAREVOUCHER75" depending on which value voucher you have, in the coupon box at checkout and this will deduct your £55 or £75 voucher from your total. You will then need to post the voucher to us before we can despatch your order.
Q what are the postage and packaging costs?
The postage charge is £4.00/pair for UK destinations or from £11/pair overseas. This is for 1st class recorded delivery, which ensures the safe arrival of your glasses, or Air Sure overseas
Q Can I order just frames with plain lenses in them?
Yes, there is a frame only option on all products. Simply leave all lens options at default.
Q I have suffer from Diabetes/glaucoma/other eye problems, can I still order glasses online
Yes, as long as you are attending your regular eye examinations, and your prescription is in date.
Q Can I order from overseas?
Yes, we accept orders from all over the world. Postage is from £11