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Order hotline
Mon - Fri 8:30am - 5:00pm, Sat - closed
Free 1.5 standard lens and anti scratch coating
with every frame – price match guaranteed
Frequently Asked Questions
Frequently Asked Questions are split into the following categories. Please click a category to jump to that section:
General
Do you sell designer glasses?
Unlike other on-line prescription glasses retailers, we have deliberately launched our business without selling old season designer brand sunglassess.
Our aim is to grow our businness and create our own branding by securing the highest quality prescription glasses and sunglasses available on the market. To date, we have not found a supplier for sunglasses that meets with our high standards. We would not wish to jeapardise our brand by selling sunglasses at this time, simply because other on-line prescription glasses retailers do.
Why can you charge such low prices?
By embracing technology we are able to provide high street quality prescription glasses without the cost of a high street location - it's that simple!
Can you tell me more about the different types of lenses and lens options that you provide?
Of course, please see our Different Lens Types under our 'Help' section for full information on our lens materials and options.
Do you offer a reglazing service?
Yes we do. Please go to the detailed information about our re-glazing service under our 'glasses' tab where full details are provided. Please note, we won't add a hidden surcharge at the end of your order process for this service, or increase the price of our lenses simply because you did not purchase your glasses with us. All we charge you for is the cost of your new lenses, and your return postage!
Ordering
How do I order from glassesframesandlenses.com?
Simple! Just follow this easy guide to ordering your glasses.
What information do I need to order from glassesframesandlenses.com?
Ordering is very easy. All you need is a valid prescription that has been issued in the last two years. If you do not have a current prescription, please go for an eye test and ask your optician to write your pupilary distance (PD) on your prescription. Please then ensure that your optician gives you a copy of the prescription (this must be made available to you by law).
Please note that you are under no obligation to purchase your glasses from your optician.
If you already have a pair of glasses and would like a similar fit, you will also need the measurements from the inside arm of your current glasses. See our Finding the Best Fit guide for further help.
What happens if I make a mistake when ordering?
Please don't panic, but call or e-mail us as soon as you can. If we have not already manufactured your prescription lenses, then we can simply correct the mistake providing you send e-mail confirmation of the required correction. However, if we have already manufactured your prescription lenses, you may incurr an additional charge for labour and materials already used in the lens manufacturing process.
Your Prescription
Please could you explain my prescription to me?
Of course, please see our Guide to Understanding your Prescription.
Delivery
How long will it take to receive my glasses?
Your order will be processed the same day that it is placed. Your frames will be physically taken to the lab the very next working day (this reduces risk of delay through use of any postage system). We aim under the normal delivery option to return your glasses to you within 14 days of receipt of your order; if you have a particularly high prescription this may take longer but we would contact you to make you aware of this.
Subject to your prescription, there is an express service that can guarantee your glasses will be returned to you within five working days of your order being received; all such orders should be placed by 5.00 p.m. If an order is placed over a weekend or bank holiday period, the first working day will be the Monday. If this option is available to you with your prescription, it will be offered to you when you finalise your order.
What are the postage and packing costs?
For standard delivery we charge £2.50.
For Royal Mail Special Delivery we charge £6.50. This service guarantees delivery of your order to you by 1pm on the next working day following despatch from our lab. Note that orders take approx 7 days to go through our lab before despatch.
Payment
What methods of payment are available?
We accept all major credit and debit cards, including Visa, Mastercard and Maestro.
Are your payment pages secure?
We value your security greatly and take great care to protect all information you provide us with, particularly card payment details.
All online transactions involving card payments are protected for your security using 128-bit SSL encryption. This is industry-standard technology that means your card details are scrambled before being sent over the internet. Only our payment service can decipher the information, so it will be useless to anyone intercepting it. You can check this by looking for the padlock icon in your internet browser when you are on the page that asks for your card details. In addition, check the address bar near the top of your screen begins with "https" rather than "http".
If you require any further information about our online security, please contact us here.
Aftersales & returns
What if my frames need adjustment after I have ordered them?
The majority of optical stores will do an adjustment for a nominal fee. Once this has been done, please contact us if you are still having problems.
Do you provide refunds for the cost of delivery?
Unfortunately the cost of delivery cannot be refunded.
What is your refund policy?
We offer a no-quibble refund if you are not satisfied with your order. Please see our Terms and Conditions for full details.
What if I am not satisfied with my purchase?
We are confident that you will be really happy with the quality of our glasses and the service you receive from us.
In the unlikely event that you are not happy, please return the glasses to us within 14 days of receipt, stating clearly what is wrong. We will return your payment or change the glasses if you prefer should their be a problem with the product we have supplied to you.
We offer a no-quibble money back guarantee on anything that is a fault of ourselves, our optical laboratory or our suppliers.
Please see our Terms & Conditions for full details.