If you have a question regarding shopping online with us, we think you may be able to find answers to your questions by using our comprehensive help pages. Please ensure you have read through our help pages before contacting us as often your questions can be answered instantly without having to wait for a member of our customer services team to respond to you.
If you have a query about order progress or delivery:
Before contacting us regarding the status of your order, please be sure to check the Delivery Timescales pages for more information. We will always keep you up to date with your order progress via email.
If you're unable to find an answer to your question from our help pages, or for general enquiries/feedback, please click here to contact us.
We have tried to make ordering your glasses online as simple as possible without having to go endlessly from page to page.
When you have chosen your desired frame all you have to do is enter your lens options and prescription details. Our online security accepts most types of credit cards it's as simple as that. We also accept Accor Eyecare Vouchers.
After your glasses have been constructed in our laboratory they are posted directly to you and will take on average 10 working days.
Generally, all designer frames listed on our website are available (at time of listing), however, on some occasions the more popular frames may be temporarily unavailable. If an individual option is discontinued, we will note this accordingly on our website.
If you would like to know whether a certain frame model and option is available, please feel free to contact us.
We are extremely confident of our products but should we make any error in manufacture we will replace the item or remedy the error, free of charge. Please note that we cannot be held responsible for customer errors in entering your prescription. Returns are subject to our 'Terms of Sale'.
We certainly understand the apprehension of buying prescription spectacles online. We would like to assure you, however, that we are not a simple "bucket shop" operation, trying to supply a low-quality item at the cheapest rate possible with unqualified staff. We take our products and our business reputation seriously.
All incoming orders for prescription spectacles are checked and you will be advised if there are any obvious discrepancies in your prescription. All outgoing prescription spectacles are also thoroughly checked our quality control staff to ensure that they have been made to the required prescription and that you are supplied with only the highest quality finished article.
Although our prices are inexpensive, we only use the highest quality material with all lenses coming with the internationally recognised CE mark of quality. All frames are strong and substantial with fitting carried out by highly qualified staff with many years of experience.
Website:- No, by law we are unable to provide spectacles for children.
Instore:- We are able to provide childrens glasses from our high street store based in Westgate on Sea, Kent, UK.
Under the UK Opticians Act of 1989, it is the obligation of any optician to provide you with a prescription. The optician will provide you with a thorough eye examination and is required by Law to provide you with a copy of your prescription for your own records. You are not under any obligation to purchase your glasses from your optician so do not feel pressured into doing so.
No - as long as you have a current up-to-date prescription and you feel confident about entering the details into our ordering page, we don't need to see a copy, however you can attach a copy of your prescription to your order for us to check if you wish, you may also fax or post this to us for clarification, we would kindly ask you to note this in the additional information box when ordering.
If your prescription is not available to order online please contact us with the details of the frames and lenses you are interested in, we will be happy to advise on the availability of your prescription.
This is quite common. The cyl and axis are used to correct an astigmatism. If you do not have an astigmatism, you will not have a cyl or axis included in your prescription, for more info click here.
All our lenses are supplied by leading UK lens manufacturers, the lenses are made to the highest specification and all conform to British Standard BS2738-3 2004. All our lenses are made from CR39 and organic (plastic) materials, find out more here. If your prescription falls outside our available lens ranges use our contact us page to advise us of the relevant details and we can then advise you with possible alternatives.
A Prism is to try and correct a lazy eye and indicates a more delicate condition, this is included with a prescription to correct some special conditions or some eye disorders (like squints) that require the focused image to move position.
If your prescription contains a prism, you can specify this when entering your prescription within our Virtual Dispenser after choosing your glasses. There is an additional charge of $16.25 for this.
Contact us informing us of the error immediately, as we process orders rapidly. For this reason we ask you please double check your prescription and shipping information before submitting your order.
Yes, we offer a popular and competitively price Lens Replacement Service (also know as "Reglaze"). Please see our 'Lens Replacement/Re-Glaze' page for more information.
Yes we do supply Varifocals or Progressive lenses. These lenses combine three visions all in one lens. The distance and reading portions of the lens blend together with a gradual progression from one to the other, giving a third area of the lens, intermediate vision which allows for clear vision at arms distance so providing glasses to see in the far, middle and near distance with no dividing lines or segments - just one simple lens for all uses.
Please note that we have a very high rate of success with these glasses but we cannot guarantee success in every case. Our refund policy does not apply to these lenses.
Yes, just select your desired frame, once you have selected your frame, you will need to choose "frame only" then proceed to the basket and checkout pages.
The price displayed on the product information page is for both frame only and prescription lenses.
No, a contact lens prescription is entirely different to your spectacle prescription, if in doubt we advise confirming this with your optician or Doctor before ordering.
All frames are thoroughly inspected, aligned and professionally verified to the prescription given prior to shipping. If you need a minor adjustment, such as tightening loose arms or adjusting nose pads, you could take them into your optician. Alternatively your may return them to us for correction, please Contact Us first so that we can advise you of the correct procedure which varies depending upon your country.
The lens size is the width across the widest part of the lens (in mm). The bridge size is the width of the nose bridge. The arm length is the length of each arm. These sizes can usually be found on your current glasses by looking on the inside of the frame (usually the arms) which is a good guide to use when selecting new spectacles. For example, 52 16 135 - 52mm will be the lens size, 16mm will be the bridge size, and 135mm will be the length of the arm. To find out more Click here.
The shape of your face is the most important factor when choosing frames. The following descriptions should help you decide which frame design is right for you.
Rectangular frames would be most suitable.
Most frames will suit this face shape. Size is the most important point when deciding on frames.
Rectangular frames would be most suitable.
Oval Shaped or Round Frames would be most suitable.
Oval and Round frames would be most suitable with medium or larger size models.
Check here for more detailed information: Which frames will suit me best?
We can apply a dark tint to any prescription spectacles. We also offer Polarising Lenses which cut out 99.9% of glare.
Alternatively, we offer Photochromatic lenses, which are almost as clear as standard plastic when deactivated inside (approximately 15% absorption) and dark in sunlight. It is strongly advised that photochromic glasses are not used for night driving or in any dark environment in which critical judgment is required. Photo-chromic lenses filter out 100% of UVA and UVB, radiation, whether activated or not.
You can select the colour of tint you require and and the depth of tint from our Virtual Dispenser, for example, grey 15% absorption is a very light tint, 25% light/medium, 50% medium, 75% medium to dark, and 85% dark sunglasses.
If you select Polarising tints however, these are set at 85% absorption, and are unchangeable.
We stock plastic lenses only, as they are lighter and more durable, to find out more Click here.
Due to the cost savings of the internet, our prices are significantly lower than what you would find in the shops. We keep our operating costs low by not renting expensive, prime location property or paying for the upkeep of expensive eye testing machinery in multiple stores. We receive all our frames and lenses directly from the manufacturers, which cuts out the middle man and allows us to pass on the savings to you, the customer.
Unfortunately, we do not currently accept NHS vouchers through our website at this time but we do accept Accor Eyecare Vouchers. However, if you visit our store in Westgate on Sea, Kent, UK, we're happy to accept NHS vouchers.
Yes, we only sell 100% authentic designer brands supplied directly from the manufacturer. In many cases, the designers manufacturer will include the official case for the product, however, some designers do not supply cases but we substitute this with one of our own branded cases to ensure your new glasses are protected during delivery.
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