Frequently Asked Questions

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Got a question? You can find lots of answers to most of the commonly asked questions below:


- Orders

- My Prescription

- Lenses

- Delivery

- Payment

- Returns & Refunds




Q: How do I start?

A: Just have your prescription ready and follow our 3 easy steps.


Q: I don’t have a prescription, how do I get one?

A: Any high street optician will be able to provide you with a copy of your latest prescription. If your prescription is over 2 years old we would highly recommend that you have another eye test.

Make sure you receive a copy of your prescription- you are entitled to this by law. Whilst not essential, we would suggest that you ask for your Pupillary Distance measurement on this (see FAQ- My Prescription).

Then choose your frames from us and you are ready to order.


Q: I’d like to try some frames first…

A: No problem! For a small deposit, usually 50% of your chosen frames individual selling prices, we can send you up to 3 pairs of frames to try on. Unfortunately we are no longer able to offer designer frames on our Home Trials. Your deposit is returned to you in full once we receive any frames back.

You have 7 days to return any trial frames to us.


Q: I can’t find my preferred brand on your website

A: Let us know any brand or model number of frames you like, and we’ll do our best to source them for you at our usual low prices.


Q: How is it possible for you to charge so little?

A: With no shop or expensive testing equipment, our costs are much less than a high street opticians’. So we gladly pass the savings on to you!


My Prescription


Q: I’m having trouble understanding my prescription

A: Your optician is duty bound to provide you with a legible copy of your prescription. If you can’t understand it, take it back to your optician and ask them to give you a clear copy.

If you’re really stuck, post or email it to us and one of our Dispensing Opticians will check it for you.


Is my prescription inside your standard stock range and therefore included in the quoted price? 

* The vast majority of single vision prescriptions fall within our standard range and are therefore included in the price.  Our standard lens stock range consists of lenses with powers of less than + or  - 6 dipotres Sphere (Sph) or 2 dioptres Cylinder (Cyl.) For prescriptions outside this range, please call for a bespoke quote.  If you are not sure give us a call or send us an email. 


Q: I can’t find my Pupillary Distance measurement on my prescription; in fact, I’m not sure what this is…

A: Your Pupillary Distance measurement is the distance between your pupils.

Your lenses should be made so that the centre of your pupils is in line with the centre of the lenses.


Q. Are you entitled to your pupillary distance measurement?

Some opticians don’t write this on the prescription, so you can ask them for it during your eye test, or we can use our average measurement when making your glasses. You can also take this measurement yourself - see here:

You may find it easier to ask a friend to help, if possible. To get your pupillary distance measurement, hold a millimetre ruler just above your eyes and measure the distance. The average distance is 63 millimetres, which is used for most orders where this measurement has not been provided. For orders for petite glasses frames, we use a PD of 58 millimeteters if this measurement has not been provided. If you have a high prescription, we may contact you for this measurement before making your lenses.


Q: I’m concerned that I may have made a mistake when entering my prescription.

A: Don’t worry, our team of Dispensing Opticians check every order for obvious mistakes. We will contact you if we think a mistake has been made.



Q: Are the lenses for my prescription included in the quoted price? 

* The vast majority of single vision prescriptions fall within our standard range and are therefore included in the price.   Our standard lens stock range consists of lenses with powers of less than + or - 6 dipotres Sphere (Sph) or 2 dioptres Cylinder (Cyl.) For prescriptions outside this range, please call for a bespoke quote. If you are not sure give us a call or send us an email.


Q: What lenses do you use as standard?

A: Our standard lens is a basic plastic lens (often sold as a 1.5 CR 39) and is exactly the same product you would normally be given by a high street optician.


Q: Are there any other lens options?

A: Yes, we also offer thinner (high index) plastic lenses (often sold as a 1.6, 1.67 or 1.74). All lenses come with a hard coat as standard. They are ideal for short sighted, distance or reading requirements.  Thin and lite lenses are most useful for people with a stronger prescription, as these lenses are lighter, thinner and make your glasses more attractive. Please note that only single vision high index lenses include AR (Anti Reflective) coatings as standard. If you require AR coating on your bifocal or varifocal high index lenses, please contact us for a bespoke quote.


Q: What is AR coating?

A: AR coating is an Anti-Reflective coating applied to your lenses. They are often recommended by opticians.


Q: Would I benefit from this?

A: If you work with computers, or drive at night, an Anti-Reflective coating would be really useful for your next pair of glasses. The glare produced by light is greatly reduced , which means that your eyes are less tired at the end of the day. The decreased reflection also makes your glasses look better.


Q: I’m worried about scratching my lenses

A: We also offer Anti-Scratch or Scratch-Resistant coating free with all our prescription glasses.  Our coatings do not interfere with lens function and do not affect vision. The Anti-Scratch coating reduces the appearance of scratches which appear over time on lenses through normal wear and tear. This coating should prolong the life of your glasses.


Q: Do you have any other coatings or tints?

A: We have Sun-reactive and Photochromic coatings - we use genuine Transitions lenses. These lenses darken on exposure to sunlight. Once the UV is removed (for example by walking indoors), the lenses will gradually return to their clear state. So there’s no need for a separate pair of sunglasses! We have Transitions lenses for an additional £40.


Q. Are Transitions lenses as good as sunglasses?

A. Transitions lenses are every bit as good as prescription sunglasses. They use state of the art technology to ensure comfortable vision in every light condition. See our page on Transitions lenses for an in depth description and an interactive demo.

Q: What are single vision lenses?

A: Single vision lenses only correct a near or distance correction. It is the same correction across the whole lens area.


Q: Do you have bifocal lenses?

A: We do, at an additional £30.


Q: Do you have progressive lenses and varifocal lenses?

A: We do, just send us a spare pair so that we can take the necessary measurements.


Q: My old frames are just fine, but can you put new lenses in for me?

A: Yes, we can re-glaze your old frames from as little as £20


Q: My frames need adjusting...

A: Unfortunately, we are unable to offer a fitting service, please read our information on adjustments to acetate and plastic glasses.




Q: When will my glasses get to me?

A: We aim to deliver within 10 working days to the UK, however designer glasses, bifocals, varifocals (progressive) and rimless frames may take longer. European and International shipping may also take longer.


Q: How much do I pay for delivery?

A: UK Standard Delivery costs just £3.99, European Shipping costs £7.00 and International Shipping costs £12.00

The delivery charge is only applied once per order, so you only pay for shipping once, no matter how many pairs you order.

Prices stated are in pounds sterling and will be applied at the checkout. 





Q: Can I pay with NHS vouchers?

Please note we are currently unable to take NHS Vouchers 


Q: Is your site secure for payment?

A: Yes, we want you to be safe shopping with us. We use a secure server with 128 bit encryption and we also use Security Metrics.


Q. What are Security Metrics and why do you use them?

A. Security Metrics help us to comply with legislation, to help keep your payments safe and secure. For more information, please follow the link below to the Security Metrics website.

The Payment Card Industry Data Security Standard (PCI DSS) is the “requirement for organizations that process, store or transmit payment card holder data”.

All retailers are required to comply with the PCI, and assistance in becoming PCI compliant is provided by Security Metrics.

If any credit card processing is done over an internet connection, the PCI DSS requires your Internet Protocol (IP) addresses are scanned at least quarterly by an Approved Scanning Vendor- such as Security Metrics.



Returns & Refunds


Q: What is your policy on returns?

A: We accept returns on damaged and faulty goods only. Please provide your reason for returning your item(s) in writing by email or by post. You will receive a replacement or if we are no longer able to source your frame, a refund will be issued including your delivery charge. Delivery charges will not be refunded on goods returned for any reason. If you wish to return any items to us, you must inform us within 7 days of receiving your item.

If you wish to purchase prescription glasses or sunglasses (see below) we recommend that you first try your chosen frames with our Home Trial Service. Call 0844 870 7894 for more information.

Due to the high costs involved in making prescription lenses with coatings, tints, high index lenses (1.6, 1.67 or 1.74 thinner, lighter lenses), single vision, bifocal and varifocal lenses; we cannot offer returns on these items or any other prescription items.

As prescription glasses are made to your individual specifications, these products are exempt from refund under Distance Selling regulations. We are able to offer refunds on non prescription items only.

Please see our Returns Policy for more information.