Supporting Vision Care

Frequently Asked Questions

How do I contact you?

Our customer service hours are 8.30am-4.30pm Monday to Friday and you can find all the ways of getting in touch on our contact us page

Why are your glasses so much cheaper than the ones I’ve bought before?

We think everyone should have great-looking, high-quality eyewear and our direct-to-consumer approach means we do not have the expensive overheads of high street premises or costly and elaborate shop fits. All our products are manufactured using top-quality materials and are comparable with the very best that money can buy

How do I place an order?

It’s as easy as 1-2-3

  1. Select your frame or frames from our stylish, comprehensive range.
  2. Enter or upload your prescription (upload is recommended to avoid finger error!)
  3. Place your order

Then sit back and wait for your new glasses to drop through your letterbox (visit our ordering guide for more comprehensive instructions)

How am I helping others?

Every purchase includes a 5% donation to our chosen charity; Vision Care for Homeless People (the VAT goes to the Government, unfortunately). The name says it all but for more information on this very worthwhile cause visit Vision Care for Homeless People

Is there a way I can give someone glasses or sunglasses as a gift?

Yes, we offer Gift E-Vouchers so that friends or family can ‘see’ how much you care

How can I tell if you supply lenses suitable for my prescription?

We only supply lenses within the power range +4.00 to -8.00 Sphere with Cylinder no greater than 3.00. For help in understanding your prescription, please click here

If in doubt just email a copy to for us to check before placing your order

Where do I find my prescription?

Your optician/optometrist is required by law to provide you with a copy of your prescription following an eye examination.

Can you get my prescription for me?

No, you need to get this from your optician (who is legally obligated to give it to you)

How do I read my prescription to place an order?

Once you are satisfied it is within our power range and less than two years old, we recommend the quickest, easiest and safest option is to just upload a copy of your prescription, which will then form part of your order (to avoid errors as prescriptions can be written in lots of different ways). For help understanding your prescription, just click here

How do I upload my prescription?

The easiest way is to just take a picture of your prescription and then upload it from ‘my pictures’ or ‘photos’. If you have a scanner you can scan it into your computer and upload it from the file where it is saved.

Can I change my order?

We process all our orders as soon as we receive them to give you the very best service possible. It’s essential therefore that you ensure all details are correct before placing an order. If you do make a mistake for any reason we will of course, try to help.

Can I use my contact lens prescription for ordering glasses?

No! Contact lens prescriptions and spectacle prescriptions differ, using a contact lens prescription when ordering spectacles could result in problems with your glasses.

What is my pupillary distance (PD)?

This is the distance between the centre of your pupils in millimetres but unlike in other countries it is not usually shown on a UK prescription.

I have an Astigmatism; can you help me?

Yes, we supply lenses with cylinders to plus or minus 3.00.

Do you offer lenses with prism correction?

Sorry we do not offer prescription lenses that include prism correction as we feel that the added complexity of prism control should be handled by your usual eye care professional in person.

Can I order frames with non-prescription lenses?

Don’t need glasses but want to ‘style up your look’ in one of our frames, simply select non-prescription as your lens type option.

Do you offer children’s frames?

In accordance with UK regulations we cannot supply prescription spectacles to under 16’s or people who are registered blind / partially sighted.

What about prescription sunglasses?

Looking good, seeing clearly and staying safe in the sun has never been easier! All our sunglasses are fitted with Polarized lenses with UV400 protection as standard.

Once you’ve experienced Polarized sunglass lenses you’ll never go back to basic tinted lenses again.

What kind of frames do you sell?

Our commitment to quality and craftsmanship is uncompromising, using only Hand Polished Acetates manufactured to the highest standards and Top Quality Metals.

Is there a way to try-on frames before I buy?

Absolutely! Upload your photo and our easy-to-use Style Assistant can help by analyzing your face shape and suggesting suitable styles and shapes.

Using the same photo the Virtual Try-On tool lets you compare as many frames as you wish - it really is just like looking in a mirror! 

If you would prefer to try the frames ‘in the flesh’ just narrow your choice down to a maximum of four frames for Home Try-On and we can send the frames for you to try in the comfort of your own home or office.

Why do you charge for your Home Try-On when some others offer it for free?

Nothing is ever really for free in this world and must be built in somewhere! Whilst you may have to pay £4.95 for the benefit of checking the fit and look of our frames and sunglasses in your own home, we will include a code giving you free delivery on any orders you then place.

Which frames and sunglasses are available for Home Try-On?

That’s an easy one – all of them!

How do I know if the frames or sunglasses I order are in stock?

That’s another easy one - if they’re showing on the site, we have them.

What lenses do you use?

All our lenses are manufactured from lightweight organic materials that are thin, light and impact resistant. 

Do you offer varifocal or progressive lenses?

Yes, all our varifocals are produced using the latest free-form technology (for varifocal orders we recommend you use our home try-on and email us a front view 'selfie' wearing the frame(s) you wish to order). 

What frames or sunglasses can I have varifocals in?

Yet another easy one – all of them!

Can I get high-index lenses?

No, we like to keep things simple and help you save money. For the range of powers we supply we think you’ll be happy with our standard lens thickness and weight.

Do you offer lenses with blue light protection?

A lot has been made of this type of lenses recently but there is little scientific proof that blue light emissions from devices can cause eye damage. UV damage from the sun, however, can be harmful and that is why we only supply Polarized lenses which deliver full UV protection

How long do I have to wait for my glasses after I have ordered them? Can I track my order?

Your order is important to us and we’ll be making them just as quick as we can. See delivery information.

I have broken my glasses and need new ones in a hurry, can you help?

Our Priority Service is just what you need.

What payment methods do you accept?

You can pay for your glasses using PayPal and all major credit and debit cards via WorldPay, our secure payment gateway. Currently, we do not accept NHS vouchers


Details of our returns policy are available here.

Media enquiries 

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