How can we help?
Ordering
How do I order prescription glasses?
Choose a frame, select a colour and size, then click "Select Lenses". The lens builder walks you through vision type, prescription, lens material and coatings, and shows an itemised price before you add to cart. See how to buy online.
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Can I check out as a guest?
Yes. Guest checkout only needs an email address, phone and shipping address. You will receive a secure link to view your order. Creating an account lets you see order history and save prescriptions.
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Can I change or cancel my order?
Contact us as soon as possible with your order number. Orders that have not entered production can usually be changed or cancelled.
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Why is my order "awaiting payment"?
An order is confirmed only after our payment provider verifies the payment. If you closed the payment page, the order stays pending until the payment session expires, and any reserved stock is then released.
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Can I order the same frame with two different prescriptions?
Yes. Each frame-and-lens configuration is a separate line in your cart, so you can order, for example, one pair for distance and one for reading.
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Shipping & Returns
How long does delivery take?
Shipping options and estimated delivery times for your address are shown at checkout. Prescription lenses need production time before shipping. Estimates are not guarantees.
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How do I track my order?
Signed-in customers can see status updates in their account. Guests can use the order tracking page with their order number and email.
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What is your return policy?
You can request a return within 30 days of delivery from your account order page. See shipping & returns for the full process.
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How long do refunds take?
We issue refunds through our payment provider once the return is received. The time to appear on your statement depends on your bank.
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Do you ship internationally?
Available destinations are shown at checkout based on the shipping zones configured for this store.
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Vision Insurance
Do you accept vision insurance?
We have no contracts with any insurer and cannot bill insurance directly. You may be able to pay and claim out-of-network reimbursement from your plan. See vision insurance.
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Will you ask for my insurance member ID?
No. We never collect insurance member IDs.
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Can I get an itemised receipt for my claim?
Yes. Receipts in your account list frame, lens, coatings, shipping and tax separately.
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Is my insurer guaranteed to reimburse me?
No. Reimbursement depends entirely on your plan. Check with your insurer before ordering.
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Payment
Which payment methods do you accept?
Card payments are taken on our payment provider's secure hosted payment page. Cash on delivery is offered only where the store has enabled it for your address.
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Do you store my card number?
No. Card details are entered only on the payment provider's hosted page and never reach or get stored on our servers. We keep only the provider's transaction reference and payment status.
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When is my card charged?
Your order is marked paid only after the payment provider confirms the payment to our servers. Seeing a "thank you" page alone does not mark an order as paid.
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My payment failed. What should I do?
Your order stays unpaid and you can try again from the payment page or your order page. If the problem continues, contact your bank or try another card.
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How does cash on delivery work?
Where enabled, COD orders are placed as "awaiting collection" and are marked paid only after the carrier or staff confirm the cash was collected. You will not receive a paid receipt in advance.
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Lenses & Prescription
What prescription information do I need?
SPH, CYL and AXIS for each eye, ADD if you need progressive, bifocal or reading lenses, and your PD. See how to read a prescription.
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What if I do not know my PD?
You can measure it at home — see how to measure your PD — or ask your eye-care professional.
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Can I upload my prescription instead of typing it?
Yes. Upload a PDF, JPG or PNG. It is stored privately and your order is marked for prescription review before production.
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Is my prescription kept private?
Yes. Prescription values are encrypted, documents are stored on a private disk, and they are never included in emails, URLs or analytics.
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Which lens index should I choose?
Higher indexes make stronger prescriptions thinner. The lens builder shows suitability notes for each index; see lens index explained.
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Do you offer prism lenses?
Not at the moment. Please contact us if your prescription includes prism.
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Frame & Size
How do I know which frame size fits me?
Compare the measurements on the product page with a pair you already own. See our frame measurement guide.
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What do the numbers on my frame mean?
They are lens width, bridge width and temple length in millimetres, e.g. 52-18-140.
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Are frames suitable for progressive lenses?
Progressives need a lens height of at least 28 mm. The lens builder only offers progressives on compatible frames.
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Can I try frames on before buying?
Use our Virtual Try-On with a photo. It is a visual approximation, not a fit measurement.
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My frames slide down. What can I do?
Try frames with adjustable nose pads or a low-bridge fit, and see how to adjust glasses.
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Accessories
Does every pair come with a case?
Yes, each pair ships with a protective case and microfibre cloth.
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Do you sell eyeglass chains or extra cases?
Accessories are not sold separately at the moment.
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How should I clean my glasses?
Use lukewarm water and mild soap or lens spray, then a clean microfibre cloth. See how to clean eyeglasses.
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Coupons
Where can I find coupon codes?
All currently valid codes are listed on the coupons page with their terms.
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Why was my coupon rejected?
Common reasons are an expired code, a minimum order value not met, excluded items, a code already used the maximum number of times, or a first-order-only code on a returning account.
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Can I combine coupons?
Only one coupon can be applied per order unless the coupon terms state otherwise.
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Do coupons apply to lenses?
It depends on the coupon. Some apply to the full order, others only to frames or only to lenses; the terms on the coupons page explain each one.
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HSA/FSA
Can I use my FSA or HSA card?
Prescription eyewear is commonly an eligible expense, but eligibility depends on your plan. If your card is accepted by our payment provider, you can use it at checkout.
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How do I get documentation for my FSA/HSA?
Download the itemised receipt from your account order page.
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Are non-prescription sunglasses FSA eligible?
Usually not, but rules vary. Check with your plan administrator.
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Technical Support
I did not receive my password reset email.
Check your spam folder and make sure you used the email on your account. For security we show the same message whether or not an account exists.
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The Virtual Try-On does not work.
Try-On uses a photo you choose and runs in your browser. Make sure JavaScript is enabled and you are using an up-to-date browser.
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My cart is empty after signing in.
Guest carts are merged into your account cart when you sign in. If items are missing, they may have gone out of stock — check for a notice at the top of the cart.
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How do I delete my account?
Go to your profile in your account and choose "Request account deletion". Order records may be retained where legally required.
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