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Help and FAQs

GENERAL

Why choose us?
We have many years experience in the optical retail trade - it is what we do every day and have done over the past 20 years in our retail stores. Russell and Helen, owners of the business, are both UK qualified opticians. We pride ourselves on our extremely competitive pricing policy and with our price promise you can`t go wrong. Whenever possible we will match any like-for-like price, just e-mail us or call 01656 858285. We have access to one of the largest ranges of frames. If you do not find the style you want on our website, contact us, and if it is currently available it is yours - and at the best price! We have our own on-site laboratories which ensures in-house processing and control as well as personal and efficient service. Qualified staff will examine your order when it is received and then check your spectacles before they are dispatched to you. This ensures the highest possible quality and accuracy. And of course you can contact our friendly experienced staff if you need to discuss any further requirements with us.
How can you charge such low prices?
Our prices are so low because our online service does not have the very high overheads of running a High Street shop. We make up your spectacles onsite in our own laboratories which also saves money.
Am I getting the same quality spectacles as those I could purchase on the High Street?
We supply exactly the same high quality frames and lenses that are used in our High Street shops.
Are all of your brands guaranteed authentic?
We are authorised retailers for all of the designer brands that we sell online and in our shops. Therefore we can guarantee that all of our glasses and sunglasses are authentic.

PRESCRIPTION

How do I get a copy of my prescription?

An example of a completed prescription form

If your prescription is over two years old or you have never had your eyes tested you need to visit an optician. Following the eye test the optician is legally obliged to provide you with a clear legible copy of your prescription. You are not under any obligation to purchase your glasses from your optician.

Can you explain what my prescription means?

Your prescription (Rx) provides us with your optician's recommendation for clear and comfortable vision. The numbers on your prescription tell us how strong the glasses need to be.

Sph = Sphere. The sphere figure represents the power in dioptres of the spherical lens required to correct your sight and determines the amount of short sightedness (myopia) or long sightedness (hypermetropia) you have. People who are short sighted need negative (minus) powered lenses and those who are long sighted need positive (plus) powered lenses. If your eye does not need correction the sphere will be filled as 0.00 Plano or Plano Symbol.

Cyl = Cylinder. The cylindrical power (cyl) along with the axis is used to correct astigmatism – a common eye condition where the front surface of the eye (the cornea) is not spherical (football shaped) but is instead elliptical (rugby-ball shaped).

There will either be a plus or a minus sign in front of the cyl and it is followed by an axis.

Axis. The axis is only present if there is a cyl power and these two measurements are often separated by`X`. The axis tells us where the astigmatism is on your eye. The measurement is in degrees and will range from 0 to 180.

Add = Add Power. Some people require an additional power for reading and/or computer work and this is normally written on the prescription as Add (short for addition). This will always be a plus power and is usually the same in both eyes. The addition is only required if the glasses are going to be used for reading or close work and is also needed to make up bifocals or varifocals.

It is common for opticians to write their prescription in slightly different format some common prescription abbreviations are:

D.S. or DS = dioptres sphere (means you have sphere power only)

X = axis

X 60 = axis 060

Pl Plano or Plano Symbol = zero or no power

NV or N/V = near vision; indicating reading glasses advised

DV or D/V = distance vision; indicating distance glasses advised

-50 = -0.50

+100 = +1.00

If you want help to understand what is written on the prescription form please Contact Us.

How do I know what to use my glasses for?

Distance. This means your optician has advised you to wear glasses that correct your distance vision. Young people and people with good focusing power are also usually able to read with distance spectacles.

Reading. In this case you need spectacles to see at close distances – for reading and close work. Your distance vision may be blurred through these lenses depending on your prescription.

Intermediate. If you need to wear glasses for reading you may be advised to have a different prescription for using a computer or for reading music. This is because these tasks are normally performed at a distance further away than your reading position.

Bifocals and Varifocals. These lenses offer convenience if you have to wear different glasses for distance and reading. With bifocals the lens contains both a distance and reading portion so you do not have to keep changing your glasses.

Varifocals also contain a distance and reading part but these lenses gradually change in strength from the distance to the reading section so they correct intermediate prescriptions as well. Unlike bifocals they do not have a visible line.

If you have been advised by your optician to wear bifocals or varifocals or have previously been happy with them then please contact us to discuss your requirements

What is my pupillary distance (PD) and do I need it before ordering?

What is my pupillary distance (PD) and do I need it before orderingPupillary distance (PD) is the distance from the centre of one pupil to the centre the other (the pupil is the black spot in the middle of your eye). This measurement may not be on your prescription as your optician does not legally have to provide it but we do recommend that you ask your optician for your PD measurement. If they do supply it they may charge a small fee. It is not essential but will help us to make up your glasses.

If you are not happy asking for your PD or if they refuse to give it you could take the measurement yourself:-

Stand with your face about 20 cm from a mirror.

Close your right eye and look only with your left eye.

Place a ruler flat against the mirror and align it horizontally with the millimetre scale pointing up.

Look over the top of the ruler and align the zero mark in the centre of your left pupil.

Open your right eye and close the left but do not move your face or the ruler.

Read the millimetre measurement corresponding to the centre of your right pupil.

Repeat the procedure several times to make sure you have a consistent measurement. Your measurement will normally be between 58mm and 68mm.

If you are not confident with this we can make your glasses using an average PD measurement (choose Default - Average when ordering).

Can I use my contact lens prescription for ordering glasses?

Your contact lens prescription is usually different to your spectacle prescription so cannot be used.

Can you take my prescription and/or PD from my existing glasses?

We can obtain several useful measurements from an old pair of spectacles.

If your glasses are made up from a prescription that is less than two years old you can send them to us. We will read the prescription from your current lenses. We can also check your PD as it does not change from one prescription to another - our optician may suggest this if your prescription is more complex. If you contact us we can advise you where to send your spectacles. Please remember that it is your responsibility to ensure that your glasses reach us securely. We will post them back to you along with your new pair. Make sure that the spectacles you send us were comfortable to wear and to see through when they were originally supplied. Please note that as we did not take the original measurements for your old glasses we cannot be liable if they are incorrect and for this reason we are not able to validate their accuracy.

How high a prescription do you cater for?

We can obtain several useful measurements from an old pair of spectacles.

If your prescription is not covered by the prescription ranges on the prescription entry pages on our website please contact us. We may still be able to make up glasses for you but will need to discuss this with you.

FRAMES AND LENSES

How do I find the frame I want?

Our site caters for those who like to search and those who like to browse. If you would like to search for a specific glasses manufacturer and/or frame model number simply enter any information you have in the search bar located in the upper right-hand corner of the site directly below your account navigation and shopping cart quick links.

If you are not sure of the make or model of the glasses you are looking for and would like to browse through a visual list simply click the links to Brands, Prescription Glasses, Sunglasses etc in the main navigation. From there use the filters found in the left-hand sidebar to narrow down your browsing criteria.

How do I know which frames will suit my face shape?

Oval face.
An oval face is considered the easiest to get frames for due to its natural balance. Look for frames that are wider than the broadest part of you face.

Round face.
With a round face where the width and length are in proportion you should be looking for something that lengthens and narrows the face. A rectangular frame where it is wider then it is deep is great for this.

Square face.
Someone with a square still in proportion but angular face should be looking to soften the very angular shape given by a strong jaw line and a broad forehead. Oval shaped frames work well in this case.

Oblong face.
An oblong face is longer than it is wide. Here you are looking to bring the face back in to proportion. You do this by using frames that make your face appear shorter and frames that are deeper than they are wide. A decorative temple may add more width to the face.

Triangle face.
This face has a very wide top and narrow bottom. To lessen the width of the face at the top look for frames that are wider at the bottom. Light colours and materials help with this face shape.

Diamond face.
Diamond face shapes have narrow jaw lines and eye lines. To bring out the best with this face shape you should be looking for frames with a strong brow line this brings out the eyes and lessens the effect of the strong cheekbones

I have seen a frame in my opticians would you be able to get it for me?

As long as the frame is still a current style in most cases we will be able to get it for you. We need you to tell us the make and model number and also the colour. We will tell you if it is available and with our price guarantee you will pay the lowest price.

What if my glasses need adjusting after I receive them?

In most cases you should only need a minor adjustment if any at all and most optical stores will do this for you free of charge. We do not advise you to attempt to adjust your glasses yourself. If the problem persists then please contact us and we will rectify it for you.

Do I need thinner, hi-index lenses?

1.6 Thin and Light lenses are recommended for prescriptions where the lens power is above 2.00*. They are up to 25% thinner and lighter in comparison with standard lenses and also incorporate a scratch resistant anti-reflection coating with a UV-400 block. In minus powers they are ideal for semi-rimless frames. These lenses are also available in photochromic brown or grey.

1.67 Extra Thin and Light are ideal for prescriptions where the strength of the lens is over 4.00*. They are up to 30% thinner and flatter than standard lenses and are supplied with a scratch resistant anti-reflection coating with a UV-400 block. They are available in photochromic brown or grey.

1.74 Super Thin and Light are advised if you need a prescription over 6.00*. They are up to 40% thinner than standard lenses and also come with a scratch resistant anti-reflection coating with a UV-400 block. These lenses cannot be tinted and are not available in photochromic.

*The higher lens power in your prescription is either the sphere or if you need a sphere and cyl correction and they both have minus or both have plus signs in front then add the powers together. For example if your prescription reads -4.00/-2.00 X 10 the higher power is -6.00.

Should I opt for a lens coating?

Lens coatings can enhance the performance and appearance of your spectacle lenses. Here are lens coatings and treatments you may consider and why.

Scratch-Resistant Coating / Hard Coat.
No spectacle lenses — not even glass lenses — are scratch-proof. However, lenses that are treated front and back with a clear, scratch-resistant coating have a much harder surface that is more resistant to scratching. Be wary of products that promise to repair your scratched lenses. These products may fill in the scratches, but it is impossible for them to make the scratches disappear to make the lenses look and perform as new again.

Anti-Reflection Coating.
An anti-reflection coating – also called AR coating, anti-glare coating or MAR (Multi anti-reflection) coating – improves both the vision through your lenses and the appearance of your glasses. AR coatings are similar to the coatings found on microscopes and camera lenses. They consist of several layers of metal oxides applied to the front and back lens surfaces. Because of the layering effect, AR coatings sometimes have a hint of green or purple colour, depending on the individual manufacturer’s formula. Each layer is scientifically calculated to block reflected light. The result is that you will see a reduction in glare, annoying reflections and halos around lights. This is a great safety benefit when you are driving at night. Anti-reflection coatings reduce the glare that you see, as well as the glare that others can see on your lenses. Also, they reduce both internal and external reflections on the lenses themselves, creating a nicer cosmetic appearance. Internal reflections appear as rings that make lenses look thick. External reflections mask your eyes from a clear, complete view when someone is looking at you. So with an anti-reflection coating, reflections are eliminated and spectacle lenses look thinner or non-existent, and your eyes are more visible so you can make better eye contact with others. Anti-reflection coatings benefit virtually everyone who wears spectacles. Also, research shows that wearing AR coated lenses increases comfort during prolonged computer use (compared with wearing uncoated lenses). AR coatings are especially beneficial if you choose high-index lenses. These thinner, lighter lenses reflect more light than regular plastic lenses unless an anti-reflective coating is applied.

Ultraviolet Treatment (UV-400).
Another beneficial lens treatment is an invisible dye that blocks ultraviolet (UV) light. Just as sunscreen keeps the sun’s UV rays from harming your skin, UV-protective treatments for spectacle lenses block those same rays from damaging your eyes. Over exposure to ultraviolet light is thought to be one of the cause of cataracts, retinal damage and other eye problems. Regular plastic spectacle lenses block most UV light, but adding a UV-blocking dye boosts UV protection to 100% for added safety. Most high-index plastics have 100% UV protection built-in, so an extra lens treatment is not required for these lenses. Photochromic and polarised lenses also block 100% of the sun’s UV rays without the need for an added UV lens treatment.

Tints.
Standard plastic lenses can be coated with a tint and we suggest three different depths of tint to suit your differing needs:-

1. Dark tints are suitable as sunglasses, they are light enough not to impair vision, yet dark enough to provide overall protection from glare on a bright, sunny day.

2. Medium tints are suggested for those who suffer from glare even when the sunlight is not intense. They can be worn throughout the day.

3. Light tints are advised if affected by indoor artificial lights. They lessen the glare from overhead lights. They can also be used for those who are light-sensitive, even when it is overcast.

Tints are not advised for driving at night as they cut down on the overall light entering the eye. If suffering from glare when driving at night an anti-reflection coating may be of benefit to you.

GREY or GREY-GREEN tints are the most common lens tint. They allow all colours through the lens without distorting the value of the colours. Dark grey tints are best for bright light situations, like water sports, because they block out the brightest of the sun`s rays.

BROWN lens tints give a warmer, slightly brighter lens than the grey. They are especially good for blocking the blue light that may be experienced on a cloudy day in diffused light. They can improve depth perception, contrast and reduce glare, and are a good choice in areas of changeable weather conditions.

THE ABILITY OF A LENS TO FILTER UV LIGHT IS NOT AFFECTED BY A TINT OR THE DEPTH OF A TINT. A UV BLOCK MUST ALSO BE APPLIED TO THE LENS TO ENSURE 100% UV PROTECTION.

Polarised tint.
Polarised lenses reduce the glare from reflective surfaces, such as water or snow. They are beneficial for drivers, skiers or those involved in water sports or fishing. Polarised lenses have a coating that only allows vertical light waves through the lenses and the glare-inducing horizontal light is absorbed. They also give 100% UV protection.

What if I want a lens option that is not available on the website?

In order to make the website quicker and easier to navigate we have only included the most popular lens options. However we can provide a wider choice of lens types. For example if your prescription allows it we can supply bifocals and varifocals. We can also tint some hi-index lenses. To discuss any aspects of your lens choice please contact us before placing your order.

How should I clean my lenses?

Keep your glasses in a cushioned case when not in use, and clean them with a microfibre cloth and a suitable cleaning solution. Never use paper towels to clean your lenses as these can be abrasive. When cleaning AR-coated lenses, use only products suitable for use with these coatings. Lens cleaners with harsh chemicals may damage the anti-reflective coating. Also, do not ever attempt to clean AR-coated lenses without wetting them first. Using a dry cloth on a dry lens can cause lens scratches. Anti-reflection coatings eliminate light reflections that can mask lens surface defects, fine scratches will be more visible on AR-coated lenses than on uncoated lenses.

Do you sell bifocal and varifocal lenses?

We do sell bifocal and varifocal lenses. If you have successfully worn bifocals or varifocals before and your optician has recommended them for this prescription please contact us as these lenses require more complex measurements to ensure they are fitted correctly for your chosen frame.

ORDERING AND PAYMENT PROCESSES

How do I place an order?

We have made every effort to ensure your online experience is simple, safe and hassle free:

1. Choose your style.

2. Customise your glasses (i.e. enter prescription choose lenses tint etc.) and add the product to your shopping cart.

3. Enter any discount codes and get estimate for shipping and tax (if required) and click on "PROCEED TO CHECKOUT".

4. Choose checkout method - guest or register, or log in if you already have an account with us.

5. Enter your billing and/or delivery address.

6. Choose shipping method.

7. Enter payment details.

8. Review your order and click "PLACE ORDER" to complete your purchase.

What do I do if I have made a mistake during ordering?

If you have made a mistake at any stage during ordering please contact us as soon as possible as we start processing your order the moment we receive it. Once the glasses have been made up they cannot be altered. For this reason please double-check your prescription and shipping information before submitting your order.

How long will my order take to arrive?

In most cases we aim to dispatch your glasses within a week of receiving your order. However if your order is more complex it may take longer. You may opt for faster delivery option which will be applied if your order is in stock or as soon as it comes into stock. Sunglass orders are dispatched within 24 hours during the week and on the Monday if the order was placed over the weekend. International orders may take longer depending on your domestic postal service and customs.

Will someone check my order to make sure that I have not made an obvious mistake?

Your order will be checked by a qualified member of staff before it is processed. If they find anything that they think is incorrect or inconsistent they will contact you to confirm or amend your details. Then we will continue to process your order.

What payment methods do you accept?

We accept all major credit and debit cards including MasterCard Visa Visa Debit Visa Electron Maestro and Solo. We process all payments through Sagepay.TM

Is the payment page secure?

Your payments are kept safe and secure using Sage Pay form integration. Customers are redirected to a secure Sage Pay hosted payment page meaning that no card data is collected or stored on our website. Upon a successful transaction customers are redirected back to our website from Sage Pay, where the order is now complete.

What do you charge for post and packaging?

The cost of post and packaging in the UK is free for orders over £20, using 4-5 days tracked. Otherwise postage in the UK is £4.99 for 2-3 days tracked and £6.99 for next working day delivery - Mon-Fri (excluding bank holidays). Next day delivery is possible if item is in stock and ordered before 2pm, otherwise your order will be dispatched via next day delivery when it has been completed. For Europe and the rest of the world the cost starts from £10.79. International and next day deliveries require a signature.

What is your returns and refund policy?

You can return any undamaged items within 14 days of delivery for a full refund of the product price. All prescription eyewear is non-returnable and refunds are not able to be offered, these items are bespoke products. The items must be in a resalable condition when we receive them. Please take care when opening product packaging/boxes, we may not be able to accept returns where the packaging has been damaged beyond what is deemed “reasonable care”.

To cancel your order simply fill in the returns form that accompanied your order and return the item using the provided labels. We recommend returning the item to us using a service that is tracked and requires a signature on delivery. All goods must be returned to us in a resalable condition. Please note that for goods paid for by debit/credit card, we can only make a refund to the card used to make the original transaction.