FAQs
Quick answers about ordering, prescriptions, lenses and frames. Can't find yours? Send us a message.
Ordering
Do I need to create an account?
No. You can check out as a guest. An account is optional and saves your details and prescription for future orders.
How do I place an order?
It takes three steps: choose your frame, select your lenses, then check out.
How do I make changes to my order?
Contact our customer service team by email or live chat as soon as possible and we will do our best to help.
Can I cancel my order?
Yes, as long as it has not shipped. Email us to request a cancellation.
How do I check the status of my order?
Sign in to your account and open My Orders from the menu.
Prescriptions & lenses
What types of lenses do you offer?
We offer single vision, flat-top bifocal and freeform (progressive) lenses. They are available for prescription and non-prescription glasses, sunglasses, light-adaptive glasses and sports glasses.
Can I buy lenses only?
No. Lenses cannot be purchased separately from a frame.
Do you make prescription sunglasses?
Yes. We offer both prescription and non-prescription sunglasses.
How do I get my glasses prescription?
Book an eye test with your optometrist. They can give you a copy of your prescription, and you are free to use it to order glasses from us.
Do I need to send you a copy of my prescription?
No, as long as your prescription is current and you can enter the details yourself at checkout. You can also attach a copy to your order, or email it to us and mention it in the additional information box so we can double-check it.
What if my prescription is outside your range?
Our system covers a wide range, including high prescriptions. If yours cannot be ordered online, contact us with the frame and lenses you would like and we will check what is possible.
Are your lenses glass or plastic?
Our lenses are plastic.
Do you make prescription glasses for children?
No, we do not currently make prescription glasses for children.
What is PD?
PD (pupillary distance) is the distance between your pupils in millimetres. We use it to centre the lenses in your frames. If you do not know yours, we can use an average of 63 mm.
Frames & payment
Can I buy frames only?
Yes. Choose the frame only option when you get to the lens step.
How do I know if a frame will fit me?
Try the free online virtual try-on, or pick a frame with similar measurements to a pair you already wear comfortably.
How can I pay?
We accept PayPal and major credit cards (Visa, Mastercard and American Express).
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