Frequently Asked Questions

Q: Where do your frames come from?

A: All of our frames are supplied by the same reputable suppliers as regular high street opticians and a CE marked. However, we don’t stop there. Each pair is assessed for style, quality and value for money before being added to the website.

Q: How do I know if the frames will fit me?

A: We’ve put together a handy guide to help you choose a good fit. Please see How To Choose Good Fitting Glasses. All orders are supplied with our 100% satisfaction guarantee, so, even if your frames do not fit, you can exchange them or return for a full refund.

Q: Where do you deliver to?

A: We currently deliver worldwide. Our UK Shipping options are:-

Royal Mail 2nd Class £3.35
Royal Mail 1st Class £4.45
Royal Mail Recorded Delivery £5.54

International shipping for anywhere outside the UK is £8.99.

Q: How long will it take to receive my new glasses?

A: Delivery varies on the frame and lens combinations that you choose. In our terms and conditions we ask that you allow 14 days. However, you are likely to receive your glasses much quicker than this. Please see our expected delivery schedule here.

Q: What if I’m not happy with my new glasses?

A: We’ve put together a super satisfaction guarantee. If for any reason you are not totally thrilled with your new glasses, including any errors on your or your opticians part we will either exchange for something else, remake them for you or if you choose, a full refund. Click here for full details.

Q: What lenses do you use?

A: We source our lenses from various suppliers. However, all of them are reputable UK companies that supply regular high street opticians.

Q: What happens if I am not happy with my lenses?

A: We have an iron clad satisfaction guarantee. If for any reason you are not happy with any aspect of the lenses we can either advise an alternative option and exchange them, making any price adjustments either way. Alternatively, you can of course, return them for a full refund.

Q: What is the difference between Standard, Premium and Elite Varifocals?

A: Our Standard varifocal is a good quality digital freeform varifocal lens. With Premium, you’ll receive a digital freeform varifocal lens with a wider field of view through the intermediate and reading portion of the lens. With Elite, this field of view is wider still.

Q: How do I enter my prescription?

A: You can upload your prescription when placing your order, if ordering on a phone or tablet you’ll have the option to take a picture of your prescription. You can also choose to email your prescription after placing the order or have us call you for the details. We do not allow the facility for you to enter the details manually as we find this can be confusing for some customers and may lead to mistakes.

Q: How do I know if my prescription is “out of range”?

A: Our standard prescription range consists of SPH values in between -6.00 to +6.00 and CYL values between -2.00 and +2.00. Lenses out of this range are not considered stock in the industry and are specially made to your specific details. In some cases this unfortunately incurs a surcharge to cover costs. The surcharge will depend on the lens options you choose. In this case we will arrange a quote and give you the option to accept the surcharge or cancel the order. We are unable to provide prescription lenses where the combined power exceeds + or – 10.00.