Frequently Asked Questions

Frequently Asked Questions are split into the following categories. Please click a category to jump to that section:

Do you sell genuine designer glasses?

Yes we do. All of our designer brands are direct from the manufacturers who hold the license for those particular brands.

Why can you charge such low prices?

We pride ourselves on providing quality frames and lenses at a much reduced price. By keeping our overheads low, and being in control of our end to end service to you, including our own in-house glazing lab, we are able to keep our margins realistic whilst offering very competitive prices.

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. Alternatively, please call us on 01400 282028 and we will happily guide you through your available lens options for your prescription.

Do you offer a reglazing service?

Yes we do.  Please go to the detailed information about our reglazing services on the page 'Reglaze Glasses' where full details are provided. Please note, reglazing is undertaken at your own risk. We cannot accept responsibility for the existing quality of your frames, stress caused on your frames from over reglazing, or damage to screws/hinges through assembly from other labs. That said, in over 11 years we have had very few of the aforementioned issues. 

How do I get a copy of my prescription?

All Opticians are legally obliged to provide you with a copy of your prescription. If they do not offer you a copy make sure you ask! Some opticians will also give you your pupilary distance (PD), if this option is available to you it would be very useful.

Can I order glasses on an old prescription?

Your prescription will have an expiry date as determined by your optician. The interval may vary depending on your age and any health issues you may have. If your prescription is out of date we cannot dispense your lenses from it. You should have an eye test on a regular basis, this is very important for the health of your eyes as well as ascertaining your visual needs. Please ensure you invest in your own health by having regular sight test.

Can you tell me what, if any, coatings I will receive on my new lenses?

All of our standard lenses come with hard coat included.  There are several other coating options available to you within the lens configuration process, including multi anti-reflective coating (MAR), Super Hydrophobic Multi Coating (SHMC) in addition to the UV coatings to help prevent Age-related Macular Degeneration (AMD). 

So why is the super-hydrophobic multi coating different?

Simply, it is applied to the front and rear surface of the lens to eliminate residual reflections on the lens surface that can prevent clarity of vision. Our hydrophobic coating combines all the free benefits of our normal anti-reflective coating, such as enhanced visual acuity and cosmetic appearance. However, the hydrophobic coating also provides enhanced scratch resistance, UV400 protection and additionally, prevents water, dirt, dust and greasy smudges from sticking to your lens surface, keeping them cleaner. The hydrophobic coating makes anti reflective lenses easy to clean; no more annoying smudge marks that you just can't get off! They are worth the additional investment.

What is my PD?

Your PD (Pupillary Distance) is the distance between your eyes and is measured in millimeters between the centre of your pupils.  This measurement is important if you have a high-strength prescription or require varifocals or occupational lenses. Most single vision lenses don't require this information as an average PD of 58 is used for a woman, and 63 for a man.

What is a Varifocal?

A varifocal is a type of lens that contains a prescription to correct distance, intermediate and near vision. It looks like a "normal" single vision lens as there are no lines or segments visible on the lens. It is important to invest in the quality of your varifocal. Not all varifocals are the same! Please be assured that all of our varifocals are of excellent quality. If you are a first-time varifocal wearer, we would suggest you opt for Clearview, or the Tokai varifocal options. The bespoke varifocal is an older digital design that is more suited to those cusotmers who have worn varifocals for many years and cannot tolerate the leaps in technology afforded to the other varifocal lenses. 

Please do not hesitate to contact us if you are unsure of your selection.

I'm not very good with computers, can I order over the telephone?

Of course you can. Please call 01400 282028 and we will happily take your order over the phone. 

Will I get confirmation of my order?

Yes you will. Once the transaction and payment have been completed you will receive an order confirmation. Please add '[email protected] to your 'safe senders' list, or check your spam folders if it does not reach your 'in-box'. You will also receive status emails throughout your order processing.  If for some reason you do not receive an order confirmation please give us a call on 01400 282028 and we will confirm over the phone for you and re-send the e-mail for your records.

Can I use my Contact Lens prescription to order glasses?

Unfortunately not. A contact lens prescription is very different to a glasses prescription as they work in different ways. Please contact your Optician for an up to date glasses prescription before ordering.

What is 'Try at Home'?

This service allows you to choose up to 4 frames for you to try in the comfort of your own home. You can use this as many times as you like. The cost of this service is £4.95 per 4 frames.

How do I obtain my pupilary distance (PD) and heights?

We have successfully been dispensing varifocal lenses now for over 11 years with many repeat happy customers.  

There are tried and very well tested methods that we use to achieve the information required to dispense your varifocal lenses:

1. You can ask your optician if they would agree to give this measurement to you.
2. You can send us an old pair of your varifocals and we can then put them through the focimeter to obtain your PDs and height settings. The prescription in them does not need to be current, it is simply the 'mapping' of the lenses that we are looking at; or
3. Failing that we have some software that can calculate the heights and PDs for us. All we require from you is a close up photograph where your pupils can clearly be seen, along with the dimensions of the glasses you are wearing. This is then uploaded into our software which will do a mathematical formula to obtain the correct heights and PD information. It's that simple! 

All of the above along with the instructions for taking the correct photograph will be emailed to you automatically if you have selected a varifocal lens within your order.

What guarantees do I have with my varifocal lenses?

At glassesframesandlenses.com we pride ourselves in dispensing all of our lenses to excellent standards with precision manufacturing. We have faith in our products and our abilities and therefore provide full non-tolerance guarantees against all of our varifocal lenses. If you cannot 'get on' with the design of the varifocal lenses you have chosen, we will re-manufacture your lenses in another varifocal lens design to suit your requirements, or you can choose to change your lens type to BBifocal, or single vision lenses up tpp the value of your order. That's our promise!

It's my first time shopping online for my varifocal lenses. I'm nervous, what if I cannot see out of them?

We pride ourselves on being one of the most comprehensive online varifocal specialists. With a correct prescription, PD measurements and fitting heights information (all obtained before we manufacture your lenses) it is rare that anything can go wrong. If it does, please be assured that we will 100% correct it to your satisfaction. We are a business that intends to be around for many more years to come and therefore retaining our customers business is critical in achieving that. 

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 is still in date. 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 incur an additional charge for labour and materials already used in the lens manufacturing process.

How often should I have a sight test?

Your optician will determine how often you should have a sight test. This is based on your age, any health issues and any relevant family history, such as Glaucoma. Remember it is not just a sight test it is an eye health check too! Many other health conditions can also be detected through your eye health check.

What do the letters SPH, CYL and Axis mean on my prescription?

The Sph refers to the "spherical" portion of the prescription, which is the degree of short-sightedness or long-sightedness on your prescription. The Cyl refers to the "cylinder" or degree of astigmatism present, and can be a negative or a positive number. It measures in dioptres the degree of astigmatism. The bigger this number, the more astigmatism there is. The Axis is a number anywhere between 0 and 180 degrees. It reveals the direction of the astigmatism.

I have a high prescription can you still supply me with lenses?

We can supply lenses for prescriptions from -50 to +30.  This includes high Cylinder values and Prisms. The high prescription lenses will incur surcharges as they are 'out of range'. However, the total price you pay will be less than you would pay via a high street optician. Full warranties will still apply.

Please could you explain my prescription to me?

Of course, please see our Guide to Understanding your Prescription.

How long will it take to receive my glasses?

Your order will usually be processed the same day that it is placed (weekends not inlcuded). We will endeavour to complete your prescription glasses order, including delivery, within 14 days of receipt of your order. The majority of order are completed well within this timeframe, and sometimes in as little as 24 hours (depending on the lens type chosen and your prescription).

Please note, 'Next Day Delivery' at checkout means 'Next Day Delivery' on completion of your order.

What are your delivery costs?

We use Royal Mail for the majority of our deliveries. Please refer to our delivery guide for more details - Delivery Options

What methods of payment are available?

We accept all major credit and debit cards, including Visa, Mastercard and Maestro.

We accept Paypal.

We also offer finance through Klarna (subject to meeting Klarna's eligibility criteria).

We do not accept American Express.

Are your payment pages secure?

We value your security and take great care to protect all of your personal information.

Our checkout process is GDPR, PSD2 and PCI compliant and we continuously taking care of data security and privacy of personal information. 

If you require any further information about our online security, please contact us here

Do you accept NHS vouchers?

Unfortunately we do not currently accept NHS vouchers.

My payment has been declined, what should I do now?

Don't panic! Check you have put your details in correctly and then if your payment is still being declined contact your bank to make sure there is no problem with your card or account. If you are still experiencing problems please give one of our team a call on 01400 282028. 

Klarna

FAQs: Pay later (invoice in 30 days)

We got it all covered for you - we answered frequently asked questions your customers may have about Klarna before, during or after the purchase. Just copy the relevant questions to your site and insert your store name and applicable terms in the areas in brackets. That's it!

Who is Klarna? Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later work? Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

Am I eligible for Pay later? To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later? Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me? Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Glasses Frames and Lenses Ltd run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later? Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna? You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel or return my order? As soon as Glasses Grames and Lenses Ltd have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

What happens if I don’t pay for my order? Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

I have been asked to go to Klarna's site. Is this correct? If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

What do I need to provide when I make a purchase? If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Glasses Frames and Lenses Ltd. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

Have you received my payment? If you pay by card, Glasses Frames and Lenses Ltd will confirm your order right away. If paying by Pay later, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com.

What happens to my statement, when I've returned the goods? Once Glasses Frames and Lenses Ltd has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

I've received a statement, but I've not yet received my goods. You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Glasses Frames and Lenses to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded? If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information. If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

I still have questions regarding payment, how can I get in touch? Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

FAQs: Pay later (in 3 instalments)

How does Pay later in 3 work? Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Glasses Frames and Lenses Ltd and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

Am I eligible for Pay later in 3? To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3? Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase? If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me? Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Glasses Frames and Lenses Ltd run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3? Although Pay later in 3 is widely promoted it is not always universally available. The Pay later in 3 payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna? Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.

What happens if I cancel or return my order? As soon as Glasses Frames and Lenses Ltd have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.

What happens if I don’t pay for my order? Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at Glasses Frames and Lenses Ltd from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

I have been asked to go to Klarna's site. Is this correct? You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Glasses Frames and Lenses Ltd. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date? No, this is not currently possible for Pay later in 3 purchases.

Have you received my payment? Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods? Once Glasses Frames and Lenses Ltd has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

I've received a statement, but I've not yet received my goods. In the event that your goods have not been received please call Glasses Frames and Lenses Ltd to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded? Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information. You can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch? Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

FAQs: Slice it

How does Slice it work? Spread the cost of your purchase into equal monthly payments with {INTERESTRATE}% interest. Slice it is a promotional plan on the Klarna Account.

How do I use Slice it? When you shop online, Klarna’s system reviews each order to determine which payments options are available to you. If Slice it is offered, simply select this option. The first time you shop with Slice it you will be asked in to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Slice it after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans.

I have been asked to go to Klarna's site. Is this correct? If you have chosen to pay with Slice it by Klarna, Klarna will send you an email with further details on how to pay.

Can I pay less than the amount owed each month? You can at any time chose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you chose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable). It’s up to you.

Do I need to be 18? Slice it is only available to people aged 18 or over and is an online exclusive payment method.

How do I manage my Klarna Account? Log in to the customer portal at Klarna.com at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

How can I increase my chances of being accepted for Slice it? Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

How is my statement sent? If you chose to use Slice it, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance.

What do I need to provide when I make a purchase? If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be send to your email address. It's very important, that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

Is my payment information safe? Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

How do I make a payment? First, log in at www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service here.

I haven't received an email with my statement. Please contact Klarna’s Customer Service via live chat or phone. They will be able to provide you with details on how to pay.

I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

What happens if I cancel or return my order? As soon as Glasses Frames and Lenses Ltd have accepted your cancellation/return, then Klarna will make any necessary adjustments your balance and provide further help if needed.

I have cancelled my order. How long will it take until I receive my refund? As soon as the store have registered your cancellation or your return, we will credit the balance back to your Klarna Account within next 5 business days.

I have asked for a refund. How will I be refunded? If you have paid for your order with card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

I've received my monthly statement and a payment is due, but I've not yet received my goods. You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment.

I still have questions regarding payment. Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

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 there 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 and Conditions for full details.