Call Us
Unsure about something? We’re happy to have a chat and help you in any way we can. Contact us;
Monday – Friday 9am – 5pm
Live Chat
Our out of hours team can help with a wide range of questions from products to prescription enquiries.
Help & FAQ
For answers to common questions please refer to our online help and FAQs. You can also read our delivery policy and terms and conditions.
Support Email
FAQs
Ordering
What do I need to order a pair of glasses online?
To build the glasses we just need an up to date eyesight prescription and your pupillary distance (PD) or use our standard PD measurement.
What happens after I place my order?
You’ll get an email confirming the order request. Once your glasses have been made, you’ll be sent further delivery updates.
How long do I have to cancel my order?
Due to the bespoke nature of our glasses production, we can only accept order cancellations or changes up to 1 hour after the order is placed.
How can I change my order?
Much like with cancellations, we’ll have to be notified of any amendments to your order within 1 hour.
Can I order from outside the UK?
Yes you can – we ship all over the world. Delivery times and costs may vary, but your order will be shipped. Please note that customs duties, import VAT and courier ‘handling fees’ may be charged in the destination country outside of the UK.
Prescriptions
Where do I get my prescription?
First you need to have your eyes tested by a qualified optometrist, and then you just need to ask them for a copy of your prescription. They usually like you to buy glasses at their opticians’, but it’s their legal obligation to provide you with a copy of your prescription.
How recent does my prescription have to be?
We can only accept prescriptions up to 2 years old.
When do I give you my prescription?
As you progress through the checkout process, you will be prompted to enter your prescription details.
What is my Pupillary Distance?
PD is the distance between your pupils, which we need to measure to accurately glaze the lenses in your new glasses. Your optician won’t always give you this seeing as it’s considered to be a fitting criteria rather than an optical one, so you’ll have to ask them for it. The suggested standard PD is 63 if you do not have yours.
Can I use my contact lens prescription?
Alas, no – it wouldn’t be accurate. Contact lens prescriptions differ slightly to glasses prescriptions seeing as they sit on your eyeball rather than in front of it, so we really require your glasses prescription.