FAQ
ORDER & DELIVERY
How do I place an order?
Browse products, add them to your cart, and complete checkout securely.
How long does delivery take?
Delivery usually takes 3–5 business days locally and 7–14 days internationally.
Can I track my order?
Yes, you’ll receive a tracking number once your order is shipped.
Do you ship internationally?
Yes, we ship worldwide. Shipping times may vary by location.
What happens if my package is delayed?
If delayed, we’ll notify you and provide updated tracking details.
PUPILLARY DISTANCE
What is Pupillary Distance?
Pupillary Distance (PD) is the measurement between the centres of your pupils. It helps ensure that your lenses are positioned correctly in front of your eyes for the best possible vision and comfort.
What is the Average Pupillary Distance?
On average, adult PD falls between 54mm and 74mm. For children, it’s usually between 43mm and 58mm. Keep in mind, everyone’s PD is unique — it’s always best to measure yours for an accurate fit.
Why is Pupillary Distance Measurement Important?
Your PD ensures that the optical centre of your lenses lines up with your pupils. This is key for clear, comfortable vision — especially with prescription lenses. The right PD helps prevent eye strain and makes sure you get the full benefit of your eyewear.
Can I use someone else’s PD for my glasses?
It’s best to use your own pupillary distance measurement because everyone’s eyes are uniquely spaced. Using someone else’s PD might lead to discomfort or blurry vision, as the lenses won’t align correctly with your pupils.
What if I don’t know my PD? Can you help?
No worries! You can ask for your PD during your eye examination — opticians are entitled to provide this measurement to you. If you don’t have it, we also recommend some easy methods to measure it yourself at home. Click on this link to read about the different methods we recommend to get an accurate PD measurement.
Is Pupillary Distance different for each eye?
In most cases, the PD for both eyes is the same. However, sometimes the measurements can differ slightly, especially if you have muscle alignment issues like a squint (strabismus). In these cases, knowing the precise monocular PD — the distance from each pupil to the center of the nose — is important for accurate lens alignment.
Does PD change over time? Should I measure it regularly?
PD can change naturally due to aging and alterations in facial structure. While it remains fairly stable in adulthood, it changes a lot during childhood and adolescence, which is why regular measurements are essential for young people.
How accurate does my PD measurement need to be?
Accuracy is important! To ensure a consistent and accurate reading, repeat the measurement process a few times. This helps you confirm the PD and get the best fit and comfort from your glasses.
SHIPPING POLICY
What if my item arrives damaged or faulty?
We take every care in packaging your glasses securely, but if your item arrives damaged, please follow the steps below depending on the situation:
1. The outer parcel looks damaged on delivery If your parcel looks visibly damaged (e.g. torn, crushed, wet), you have two options:
- Refuse delivery and ask the courier to return it to us, or
- Accept the delivery, but open it in the presence of the courier to check the contents.
- In both cases:
- Take clear photos of the outer packaging before opening, and any damage to the item inside.
- Contact us within 48 hours of delivery with:
- Your order number
- Photos of the damaged packaging and item
- A brief description of the issue
2. The packaging looks fine, but the glasses are damaged
Sometimes damage occurs during transit even if the outer box looks fine. If your glasses arrive bent, scratched, or otherwise faulty:
- Take clear photos of the damage
- Contact us within 7 days of receiving the order
- Include your order number and a short explanation
- We’ll review your case and arrange a suitable solution—typically a replacement or refund.
Do you offer free shipping?
Yes — we offer Royal Mail Tracked 48 shipping free of charge for all UK orders. This service typically delivers within 2 to 3 working days from dispatch.
Can I track my order?
Yes — once your order is dispatched, you’ll receive an email with a Royal Mail tracking number so you can follow your parcel’s progress online.
Can I have my glasses delivered to a safe place?
Yes, Royal Mail allows deliveries to be left in a safe place. However, this is done at your own risk, and we generally advise against it, as we cannot be held responsible for any loss or damage once the item has been marked as delivered.
What happens if my package is lost during transit?
If your parcel appears to be lost or delayed, please contact us. We will open an investigation with the courier and do our best to resolve the issue promptly. We take all delivery concerns very seriously and will keep you updated throughout the process.
Can I change my shipping address after placing an order?
If you need to amend your shipping address, please contact us as soon as possible. Orders are often processed quickly, and once they have been dispatched, we are unable to make changes.
Can I choose a specific delivery date or time?
We don’t offer scheduled delivery by default, but if you require a specific date, please contact us before placing your order and we’ll do our best to accommodate it.
Do you dispatch orders on weekends or bank holidays?
No — we dispatch orders Monday to Friday only, excluding bank holidays.
Will I receive a dispatch confirmation email?
Yes, you’ll receive an email as soon as your order is dispatched, including your Royal Mail tracking number.
Can I cancel or amend my order before it’s shipped?
There’s a very short window to make changes, as we process orders quickly. If you need to cancel or amend, contact us immediately and we’ll try to help
Can I delay my shipment if I’m not available to receive it?
Yes — just contact our team before placing your order, or leave a note at checkout requesting a specific dispatch date.
Can I ship to an address different from my billing address?
Yes - you can enter a separate shipping address at checkout. Just make sure all details are correct before submitting your order.
Can I arrange for collection from your store or warehouse?
Yes — we’re based in Manchester, so if you’d prefer to collect your order in person, just let us know before you place your order and we’ll arrange that for you.
What shipping services do you offer?
We currently use Royal Mail for all our UK deliveries.
Is next-day delivery available?
Yes — you can select Royal Mail Special Delivery (Guaranteed by 1pm) at checkout. This is our next working day service.
Do you offer Saturday delivery?
If you usually receive post on Saturdays, Royal Mail Special Delivery may arrive on Saturday, but it’s not guaranteed.
Can I upgrade my shipping option after placing an order?
There’s a very short window to make changes once the order is placed. Contact us immediately if you’d like to upgrade your shipping.
RETURN POLICY
How do I start a return?
If you're in the UK, we offer a subsidised returns option via Royal Mail for just £3.50, which is deducted from your refund. We've implemented this to help keep our prices as low as possible for all our customers. You can access this service through our Royal Mail Return Portal.
If you don’t have a printer, you can request a QR code to present at the Post Office. If you do have a printer, please include the provided return form in your parcel. If you don’t have the form, a handwritten note with your name, order number, and reason for returning is also acceptable.
Once your parcel is packed, drop it off at any Post Office and make sure to get a proof of postage receipt with a tracking number. When we receive your return, please allow up to 7 days for us to process your refund. We’ll confirm everything by email.
If you'd prefer not to use our Royal Mail service, you're welcome to return your item using any tracked postal method of your choice. Just remember to keep your proof of postage safe.
If you're returning an exchanged item or requesting a second refund within a 4-month period, a £15 charge will apply to cover the cost of the lenses. This amount will be deducted from your refund.
How long do I have to return my glasses?
You must notify us within 14 days of receiving your order if you wish to return it. From the day you inform us, you’ll then have another 10 days to ensure the item reaches us.
Do I need to pay for return shipping?
Yes, return shipping is not free. We offer a subsidised Royal Mail return label for £3.50. Alternatively, if you prefer not to use our Royal Mail service, you are welcome to send your return using any tracked postal method of your choice. We've implemented this to help keep our prices as low as possible for all our customers.
What condition must the glasses be in to be accepted for return?
All items must be returned in excellent condition — unworn, unmarked, and properly cleaned. The original tag must still be attached to the glasses. We also require the return of all original packaging, including the glasses case, box, tags, and any paperwork.
If these conditions are not met, your return will not be accepted and the item will be sent back to you.
What if I lose the original packaging?
If the original packaging is missing, we may not be able to accept the return or provide a full refund. Please contact us first before returning.
Are prescription lenses refundable?
Prescription lenses are custom-made to your requirements and therefore non-refundable. If you weren’t charged for the lenses (e.g., during a promotion), your full frame cost will still be refunded.
If you are returning an exchanged item or requesting a second refund within a 4-month period, a £15 lens charge will apply and be deducted from your refund.
Can I return just the frame and keep the lenses?
No, the frame and lenses must be returned together. We do not accept partial returns, as removing the lenses yourself may damage the frame.
Can I exchange my glasses for another pair?
Yes, exchanges are available. Please contact our customer care team to arrange your preferred replacement item.
Exchanges must be made for a product of equal or higher value. If you choose an item with a higher price, you’ll need to pay the difference. If you choose a lower-priced item, we will not refund the difference.
How long does it take to get my refund?
Refunds are typically processed within 7 days of us receiving your returned item. You will receive an email confirmation once your refund has been issued.
What happens if my return is rejected?
If your return doesn’t meet our policy requirements, we will contact you to arrange return of the item back to you.
Do I need proof of postage?
Yes. We strongly recommend using a tracked return service and keeping your proof of postage. We are not responsible for any lost returns.
Can I return glasses I bought on sale or with a promo code?
Yes, unless stated otherwise. Items purchased using promotional discounts can usually still be returned. Any exceptions will be clearly marked at the time of purchas
Can I return multiple items in one parcel?
Yes, you can return multiple items in one parcel, but please ensure all items are securely packed and correctly labelled.
Can I return international orders?
Yes, but international customers must arrange and pay for their own return shipping using a tracked courier service. Please contact us before sending.
WARRANTY
How long is the warranty period?
Your glasses are protected by a 12-month manufacturer’s warranty, starting from the date you receive your order
What does the warranty cover?
Our warranty covers manufacturing defects such as:
● Lens faults or scratches not caused by use
● Cracks in the frame (not from accidents)
● Faulty or loose hinges
● Nose pads that fall off or become unstable
● Decorative elements or logos detaching
● Material discoloration or oxidation due to defects
It does not cover general wear and tear, accidental damage, or misuse
How do I claim a warranty?
Simply contact our customer service team via phone or our online contact form. We’ll assess the issue and, if needed, issue you a return label. Please note: attempted self-repairs or misuse will void the warranty
Is warranty transferable?
No. The warranty applies only to the original purchaser and cannot be transferred if the glasses are resold or gifted.
Will I get a replacement or repair?
If your glasses have a confirmed manufacturing defect, we will either repair or replace them depending on the nature of the fault. Our team will advise on the most suitable solution during the claims process.