How do I make an order?

Ordering a new pair of glasses from us couldn't be easier - simply add your glasses into your cart & head for check-out! If you're ordering prescription glasses, we'll need the following details from you:

• A valid glasses prescription no older than 2 years (we cannot accept any contact prescriptions, unfortunately!) or no more than 12 months old if you are over 70 years of age. Please note that, by law, we cannot provide glasses to minors under 18 years of age.
• Your Pupillary Distance (PD) - if your prescription does not contain these details, your optician usually can provide this. Alternatively, to virtually check your PD, we recommend downloading GlassesOn's app (iOS) (Android) and it takes less than 5 minutes to get your PD measurement details. (Note: GlassesOn are a third party app. GlassesOn technology is FDA-approved.)

You can upload your prescription in image or PDF form at checkout, or, if you prefer to send your prescription later, you can select the send by e-mail option (our team will be in touch within 24 hours of your order for it).

If you are ordering non-prescription glasses, simply "fashion” to add them to cart and go direct to check-out.

Order Amendments

Although we will make every effort to amend your order once you have requested it, we can only make amendments before your final order has been shipped out. Once your order is shipped, we will be unable to make any changes with our courier. Please contact our Customer Happiness team and we will make every effort to help.

If your item is returned to us due to any incorrect details provided, we will re-send the items to you but will ask you to cover the cost of shipping (which will depend on where you're located - please see our Shipping page for rates, or speak with our team who will let you know costs).

Order Status

When your order is shipped, we will send you a confirmation email with courier and tracking details. If you believe you should have received these details already and haven't, let us know and we'll check for you.

Shipping & Returns

Please visit our Shipping & Returns page for more info.

Ordering Multiple Pairs with Different Prescriptions

Ordering multiple pairs with different prescriptions is easy. Just upload each prescription in at check-out, or send them to us by email later (we’ll get in touch to confirm with you if you select this option).

Methods of Payment

We accept all methods of credit and debit card payment, including American Express, Visa, Mastercard, PayPal, Store Credit, Gift Cards, and other forms. We regret we currently do not offer buy-now-pay-later options, but are working on it.

Employer or Heath Insurance Reimbursements

Your employer or health insurance provider may offer discounts on eyewear. It is best to check with your employer or provider if your purchase with us may qualify for reimbursement. This can depend on your employer or policy therefore we cannot advise on any coverage queries. We are happy to provide invoices where required, please get in touch with our Customer Happiness team.

How do I get a prescription?

You will need to book in an eye test with any qualified optometrist and they will provide you with a copy of your prescription.

If you already have a prescription, we will accept any prescriptions less than 2 years old, with certain exceptions. We will contact you if we believe you fall into an exceptional category.

How do I send you my prescription?

Please select "prescription" when you add your glasses to your shopping cart and you will be given the option to:

• Upload an image of your prescription at check-out (we recommend a photo or a scan)
• Email your prescription to our Customer Happiness team

Please note all prescriptions need to be valid. See the "Orders" section of our FAQ for validity details.

Unfortunately we cannot accept contact lens prescriptions, so please ensure your prescription is for spectacles.

Where can I find my Pupillary Distance (PD) number?

Your prescription should include your PD number. If it doesn't, we suggest calling your optometrist.

Alternatively, to virtually check your PD, we recommend downloading GlassesOn's app (iOS) (Android) and it takes less than 5 minutes to get your PD measurement details. (Note: GlassesOn are a third party app. GlassesOn technology is FDA-approved.)

For a printable version, you can also try our Printable PD Kit.

If you need further assistance getting your PD, please contact us.

What prescriptions do you accept?

We accept all spectacles prescriptions including single vision and varifocal lenses. Special lenses may be required for certain prescriptions. To learn more, please refer to our Order Guidebook.

If you still aren't sure which lenses are best for you, please contact us for advice.

Order Support

Please see our Order Guidebook for help on eye tests and providing prescription details.

Try any 4 frames from our website at home for up to 1 week (7 days), for free, before returning them to us. There is no oligation to buy and we cover shipping costs both ways!

How Try At Home Works

Our Try At Home service allows you to pick 4 frames from our website and try them on for a period of 1 week (7 days) before returning them to us.

Our Try At Home process is completely free (we cover shipping both ways) with no obligation to purchase.

We currently only offer the Try At Home service in the UK.

Are all glasses available for Try At Home?

We aim to make all glasses we sell available for Try At Home, however not all glasses may be available. You will be able to check if the glasses you are looking to buy are available on each item listing.

Can I keep my Try At Home frames I like them?

Please return the frames to us using our included prepaid label (this is inside your box with your trial frames). We will send you an email with direct links to our website to buy your trial glasses, where you'll be able to enter your prescription details and request any customisations.

Why do you need my credit card details?

While home try-on is free, we will take your card details for security only, by placing a hold over your card. We will not charge any deposit. We'll only charge you if your try-on order is either not returned or returned damaged.

Your credit card hold will not take any money from your account, and your funds will be released within 5 business days of us receiving your returned try-on items. This may take longer to appear on your credit card statement, however, and we suggest calling your card company if you believe a longer time than expected has passed.

What if I don't return my Try At Home glasses?

We will need to charge you a penalty for each frame of Try At Home glasses which are returned damaged or not returned, which will equate to the RRP of the glasses with fashion lenses. This will be charged to the card you have put down as security at check-out.

You will have 1 week (7 days) to return your Try At Home glasses when you receive them. If your fifth day falls on a weekend or a bank holiday, you can drop them off the next available working day. If you need additional time for any reason, please contact our Customer Happiness team to make arrangements.

Will my Try At Home glasses include my prescription and/or any customisations?

No, the Try At Home glasses will not include any prescriptions or customisations. They are for testing purposes only for you to see the frame fit.

Are non glasses items available for Try At Home?

Unfortunately not.

How do I return the Try At Home glasses?

We've made returns easy for you:

• Pack your Try At Home glasses back into the case provided.
• Place the case back into the parcel bag it arrived in and use our self seal strip.
• Affix your new pre-paid label over the original address label.
• Drop off your parcel at any post office or have your parcel collected by Royal Mail. Arrange a free home collection here.

We'll also provide these instructions in your Try At Home box for your convenience. Please contact our Customer Happiness team if you have any questions!

How to measure your face for frames

Please review our Order Guidebook for advice on how to measure your face for frames.

Getting your frames adjusted

We make every effort to ensure you receive frames which fit however we are aware that they may not fit perfectly in every circumstance.

If your frames are not fitting you perfectly, most optical shops will make free adjustments if you ask. If your optical shop asks for a fee, we will reimburse you up to £20 for a single adjustment within 30 days of receipt of your glasses.

Please email your bill to our Customer Happiness team and we'll cover the cost.

Other questions?

Please contact our Customer Happiness team with any other questions or concerns.