Occasionally Asked Questions
- PRICING
- How does the pricing work?
- What is the cost of lenses?
- Are you cheaper than 'normal' opticians?
- So what gives? Is your service really poor then?
- GENERAL
- Do you ship all over the world?
- Can I try frames before buying?
- Can I order frames without prescription lenses?
- How do I get my frames adjusted?
- When will I receive my fabulous glasses?
- How do I change or cancel an order?
- What is your return/cancellation/exchange policy?
- How can I check the progress of my order?
- How do you charge such low prices?
- How do I contact you? And if I'm not in the UK?
- What is your guarantee?
- What is your refund policy?
- I have a question that's not answered here.
- I live outside the EC. Do I have to pay VAT?
- DELIVERY AND PAYMENT
- Do you ship abroad?
- How do you deliver my glasses?
- Can I collect my glasses from you?
- What is the cost of shipping?
- Do you deliver to PO boxes?
- What are my payment options?
- Sterling is not my native currency. What do I do?
- Do you accept NHS vouchers?
- Is your website secure?
- LENSES
- How do I know what lens type to order?
- Do plastic lenses scratch?
- Do you sell prescriptio " type="text/javascript"> n sunglasses? Tell me about the tints.
- Tell me about the various coatings (please!)
- Do you supply varifocals or bifocals?
- Can you put lenses into my current frames?
- What make lenses do you use?
- Do you supply photochromic lenses?
- YOUR PRESCRIPTION
- How do I get my prescription?
- How old can my prescription be to be valid?
- What if I don't have a prescription?
- Can I use my contact lens specification to order glasses?
- This prescription stuff looks like gobbledegook. Can you explain?
- Can I fax or post my prescription to you?
- What is my PD?
- Are there limits to the prescriptions that you can supply?
- Can I send my glasses to you to copy the strength?
- I made a mistake entering the prescription. What shall I do?
- I can't read the optician's handwriting. What shall I do?
- I seem to have two measurements for my PD. What's that all about?
FRAMES
- What does the frame size mean?
- I want a frame that's not listed on your website. Can you supply them?
The price for the frames includes standard lenses. Normally, the cost of lenses would be in addition to the frames so you are saving the cost of the lenses. Because we are bound by supplier agreements not to sell their frames at a discount, we sell them at the RRP (recommended retail price) but include around £60 worth of lenses. Coatings are extra, but the savings are still substantial.
The price for the frames includes standard lenses. Here is a list of the 'extras':
MATERIAL (info)
1.6 (mid-index): £40.00
1.67 (high-index): £90.00
1.74 (ultra high-index): £130.00
COATINGS (info)
scratch-resistant: £15.00
reflection-free and scratch-resistant: £25.00
forte scotchgard (multi-coated and as tough as glass): £50.00
TINTS (info)
solid tint: £15.00
graduated tint: £20.00
tint match (to original sunglasses): £25.00
photochromic (Transitions VI): £45.00 on 1.5; £70.00 on 1.6 or 1.67
polarised: £60.00
Are you cheaper than 'normal' opticians?
Yes, because the cost of standard lenses is included, whereas normal opticians add the cost of lenses. (Although I've never met a normal optician). And online is cheaper than our store in London's Primrose Hill. Although we will match the online prices if you want to come in.
So what gives? Is your service really poor then?
Ha, ha! Actually, I'd say it's even better because we can simply get on with processing your order without any distractions.
Do you ship all over the world?
Yes.
Can I try frames before buying?
Yes. You will need to register and pay for the frames as if it were a normal purchase, but you can return them if you don’t like them. The easiest and quickest way to order them is to select 'I just want the frames only' when you're asked the main use of the glasses. If you decide that you want them, you'll need to send them to us so that we can supply you with the lenses.
If you decide against them, please note that whilst you will be refunded for the cost of the frames, you will not receive the postage costs back.
Can I order frames without prescription lenses?
Yes. If you want them simply to look good, we would put in prescription lenses of no power. The ‘dummy’ lenses that spectacles come with are not of good enough quality to be worn for very long without causing eyestrain. In the prescription details, enter 'plano' for the SPH value and 'DS' for the CYL.
How do I get my frames adjusted?
I would suggest that you pop into a local optician and simply ask them. At our Primrose Hill shop we are very happy to oblige anyone and consider it a pleasure to help.
When will I receive my fabulous glasses?
The typical turnaround for a pair of prescription glasses is one or two days, but this is dependent upon stock levels. Most of our frames come from abroad, so if we have to order the frame, it would take an additional week.
Similarly with prescription lenses, they are normally in stock but can take up to a week if they have to be specially made.
All UK orders are sent via Royal Mail Special Delivery (guaranteed next day delivery) and will require a signature. If there is no one available to sign for your order, Royal Mail will leave a notification card and your order will be taken to your local post office where it will be available for collection. Orders are only classified as missing in the post 15 days after posting. If 15 days or more have passed and your order has not been received, please contact us. International orders are sent via Royal Mail Signed For International Delivery and usually arrive within three working days to Western Europe, four working days to Eastern Europe and five working days for the rest of the world, but can take up to 28 days due to potential delays at customs. All orders require a signature. If 28 days or more have passed and your order has not been received, please contact us to inform them of the delay.
How do I change or cancel an order?
The most efficient way of doing so is by either emailing us immediately or phoning 020 7813 1234. We will, of course, accommodate you in any way possible.
What is your return/cancellation/exchange policy?
In the highly unlikely event that we deliver either an incorrect or defective item, we will replace it immediately. If a damaged item is delivered to you, please notify us within 7 days from the date you receive your package.
We appreciate that buying without trying on can be risky, so we will accept returns. If you wish to return an item for a refund, you may return it within 7 days of receipt (from Royal Mail signature) for a refund. But see below for restrictions. We will only credit the same credit card that made the original payment.
How can I check the progress of my order?
We don't have an automatic tracking system that you can log into online. If your order seems to be taking longer than expected (see likely delivery times above), then you're very welcome to either call us on 020 7813 1234 or email us.
If we've despatched the goods we can supply you with a tracking number from the carrier.
How do you charge such low prices?
Well, we're charging the right amount for the frames - it's just that we're giving the lenses away either free or at a very low price. We consider this as a cost of sale - an overhead that substitutes the traditional overheads of a retail shop.
How do I contact you? And if I'm not in the UK?
email: enquiries@glassesbyadam.com
phone: 020 7813 1234
In person: 87 Regents Park Road, London NW1 8UY
If you're calling from abroad, the phone number is: +44 (20) 7813 1234.
All products come with a manufacturing guarantee against defective parts. With spectacles, there aren't too many moving parts, so really we're guaranteeing that the lenses will be made accurately and that we supply you with what you have ordered. If you're unhappy in any other way, please see our return policy or simply contact us.
What is your refund policy?
Should you be unhappy with your purchase, we'll refund your money within five working days. But please note that unless we have made an error, this doesn't include the cost of shipping or additions to the basic lens ordered.
I have a question that's not answered here.
Strictly speaking not a question. But I'll answer it anyway. You'll have to contact us and we'll be happy to help.
Do you ship abroad?
Indeed. Anywhere/everywhere.
I live outside the EC. Do I have to pay VAT?
The VAT on spectacles is a fairly complicated affair. As they are considered medical devices, there is a proportional rate equivalent to 5.83% rather than the normal rate of 20%. As a result, the cost of saving this amount is more than the administration, so the short answer is 'no'.
How do you deliver my glasses?
We use Royal Mail Special Delivery (guaranteed before 1.00pm the following day) and Royal Mail International. These require a signature on receipt.
Can I collect my glasses from you?
Sure. Please let us know beforehand so that we don't post them out to you.
What is the cost of shipping?
As follows:
UK: One frame: £6.00 Each additional frame £3.00.
Europe: One frame: £15.00. Each additional frame £3.00.
Rest of the world: One frame: £18.00. Each additional frame £3.00.
Do you deliver to PO boxes?
Only if you're in the Armed Forces. Otherwise PO boxes tend to be dodgy.
What are my payment options?
We accept Visa, MasterCard, PayPal and all debit cards. All transactions are in sterling, regardless of the issuing bank.
Sterling is not my native currency. What do I do?
If you would like to pay in US Dollars, change the currency to US$ by clicking the US flag below the Currency Selector. The price is converted using an updated-every-minute exchange converter and can therefore result in some strange figures not rounded to the nearest dollar.
If you natively use currency other than Sterling or US dollars, pay as normal. The sterling equivalent will show on your credit card.
Do you accept NHS vouchers?
No.
Is your website secure?
Big time! Check out the SSL certificate in the secure server pages and the padlock in the browser.
How do I know what lens type to order?
This can be confusing as there are many options and as you’re probably not an optician can be difficult to make the right selection. But here are some pointers: (be assured that if you’re uncertain, we will be happy to make suggestions for you).
1.5 – standard index
Suitable for low prescriptions up to ±2.00.
1.6 – mid-index
Approx 30% thinner than 1.5. Suitable for medium prescriptions up to ±3.50.
1.67 – high index
Approx 42% thinner than 1.5. Suitable for high prescriptions up to ±6.00.
1.74 – very high index
Approx 50% thinner than 1.5. Suitable for strong prescriptions.
The choice of lens material is governed by two factors: lens edge thickness (directly related to the prescription) and appropriateness for the chosen frame.
Let’s deal with the frame first: If the frame is a supra which means that it has an open edge at the bottom with a nylon cord grooved into the lens, you have no choice but to select a high-index lens. This is because a higher index lens is stronger than a standard 1.5 index lens and won’t chip as easily as a 1.5 lens would.
I've created the table below to give you an indication of where your prescription lies.
The thickness of your lenses also depends on the size of the frame. The wider the frame, the thicker the lens will be.
I've tried to make it as simple as possible, but if you have any concerns, please contact us and we can go through options with you and advise on the most appropriate course of action once we know specifics like selected frame and your prescription.
Do plastic lenses scratch?
Yes. They can if not looked after well. That's why the majority of them have a scratch-resistant coating applied (but please note that scratch-resistant does NOT mean scratch-proof).
Essilor have introduced a new coating, called the Alize Forte, which has the most impressive list of features: they are highly reflection-free, anti-smudge and amazingly, are as tough as glass - and to back that claim up, they come with a two-year guarantee against scratches. Highly recommended.
Do you sell prescription sunglasses? Tell me about the tints.
Yes, we do. The procedure is exactly the same as if they were 'normal' prescription glasses.
You can choose between a solid tint (same colour all over), a graduated tint (lighter at the bottom) or a tint match which is matched to the original sunglass lenses if you choose a pair of sunglasses that are being modified to prescription.
Polarised lenses
In simple terms, polarised lenses reduce glare, particularly from roads, water and snow, by eliminating annoying reflections caused by the sun. Although usually more expensive, if your budget allows, you should always opt for polarised lenses as they reduce eyestrain and allow greater visual comfort.
Although darkly tinted sunglasses may reduce brightness, they do not remove glare like a polarised lens. In addition, dark sunglasses without added ultraviolet protection will cause more damage to eyes than not wearing sunglasses at all. The darkness of the lens causes the pupil to dilate, letting more ultraviolet rays into the inner parts of the eye. Polarised lenses solve both problems by eliminating glare and filtering out harmful ultraviolet light because the filter reduces the polarised glare and also has ultraviolet absorbing properties. While they enjoyed only limited use among optical professionals for many years, polarised lenses have become the first choice for anyone interested in a comfortable and attractive sun lens.
N.B. Polarised lenses are only available in 1.5 material and with a coating, so to order them, you must first select the lens material (1.5) and then a coated lens.
Tell me about the various coatings (please!)
Broadly speaking, there are four types of lens coatings: UV protective, scratch-resistant, anti-reflective and hydrophobic.
UV Protective
All the lenses that we supply are fully UV protective.
Scratch-Resistant
The surface of plastic lenses tend to be quite soft so without a scratch-resistant coating they can scratch quite easily. We've priced this coating very low to encourage you to choose this option. Please note that scratch-resistant does not mean scratch-proof.
Anti-Reflective
An anti-reflection coating eliminates the reflections on both surfaces of the lens. Eliminating reflections from the back surface (closest to your eye) is more comfortable to look through as there is no glare caused from reflections behind the lens. Eliminating reflections from the front surface makes the glasses look considerably better to an observer and ensures that all light (99%+) gets transmitted through the lens so you see better.
In short, with an anti-reflective coating you see better and look better.
The lenses above are uncoated on the left and have a reflection-free coating on the right.
Looking through coated lenses is better (and safer at night) - the image on the left is through uncoated lenses; the image on the right through an anti-reflection coating.
Essilor Crizal Forte with Scotchgard™
This coating has only been available since January 2009 and is frankly, quite amazing! Firstly, they are hydrophobic with anti-static Scotchgard™ protector, which means that they get less smudgy than ordinary reflection-free lenses - they have the ability to repel dust, fingerprints, grease, oil and water, which makes cleaning them very easy. Secondly, the optimisation of the anti-reflective layers reduces reflections by an unbelievable 30% compared to other coatings.
And most amazingly, the Crizal Forte coating is twice as scratch resistant as its nearest competitor and is as tough as glass - to me, this is news that should have been splashed across the front pages of national newspapers.
AND THEY COME WITH A TWO YEAR GUARANTEE AGAINST SCRATCHES!
The lenses on the right have a hydrophobic coating.
Do you supply varifocals or bifocals? n>
Only in person. The fitting - and specifically the measuring - of varifocals and bifocals is critical and we can't do this without seeing the chosen frames on you. You can always buy the frames on their own and have your optician fit the lenses. Or we can recommend someone close to you. Please contact us if you have any questions.
Can you put lenses into my current frames?
Yes. Please call for a quote. It'll be a lot cheaper than normal.
What make lenses do you use?
A variety, depending on what is most appropriate. Mainly Essilor and Seiko.
Do you supply photochromic lenses?
Yes. And we supply Transitions VI, rather than the cheaper and considerably less effective Sun-Sensors that a lot of opticians use. (Not mentioning any names - Specsavers).
How do I get my prescription?
Ask your optician for it. By law, they must supply you with a written copy of your prescription after your sight test. In practice, this doesn't happen all the time, so you may have to ask for it. And ask for your PD.
How old can my prescription be to be valid?
Legally, we can only supply you with glasses if your prescription is less than two years old.
What if I don't have a prescription?
You'll have to get your eyes tested. If you mean that you don't need glasses but just want them to look cool, then simply enter plano in the prescription box.
Can I use my contact lens specification to order glasses?
No. The details are different. Ask your optician for your spectacle prescription. Or we'll contact them if you supply us with their details.
This prescription stuff looks like gobbledegook. Can you explain?
Either click here or contact us and we'll help you.
Can I fax or post my prescription to you?
Sure. Our fax number is 020 7813 1235.
What is my PD?
The PD is the distance between your eyes and we need it to position the lenses in your frames. Generally, your optician should tell you what your PD is. If you have any problems, please contact us or, if your prescription is low (under ±2.00 dioptres) it's not so critical, so we can estimate it.
Sometimes it may be written as OCs = 64mm, for example. OC stands for optical centres.
Are there limits to the prescriptions that you can supply?
Yes. I don't feel happy supplying lenses over ±3.00 without an optician-supplied PD. By law, we can't supply 'complex' prescriptions over ±10.00 remotely.
Can I send my glasses to you to copy the strength?
Yes you can. Or you could get your eyes re-tested.
I made a mistake entering the prescription. What shall I do?
Just contact us.
I can't read the optician's handwriting. What shall I do?
You mean like this?
Either fax it, scan it and email it to us, post it to us, or give us your optician's details and we'll contact them on your behalf.
I seem to have two measurements for my PD. What's that all about?
This could be one of two things:
If the figures are similar to 64/61, then the first figure is your PD for distance (eyes looking straight ahead) and the second figure is for closework (converged). In this case, enter the LARGER (first) number and enter the 64/61 in the 'extra information' box.
If the numbers are similar to 31/32, this represents your normal PD split into two, measured from the mid-point of your nose. In this case, enter the combination of the two (63) and enter the 31/32 in the 'extra information' box.
What does the frame size mean?
The size refers to the 'eye size', which is the distance - in mm - of the maximum width of each lens. If a frame is available in two sizes, say 47 and 50, the 47 is smaller than the 50 by 3mm per eye, i.e., 6mm overall.
Unlike say, shoe sizes, there is no 'correct' size for you - it depends on the look that you're after. The sizes are a guide as to how large the frame is, rather than whether it'll fit you. However, it's pretty obvious that if you've a teeny-weeny face, and you want a frame that's available in multiple sizes, you're generally better off with the smaller one. Any questions, you're more than welcome to call for advice on 020 7813 1234.
I want a frame that's not listed on your website. Can you supply them?
Yes. If it's one of our 'house brands', i.e., Oliver Peoples, Paul Smith, ic! berlin, Jai Kudo, Tom Ford or Persol, we can supply any frame, so long as it's still available. Best way to find out is to email us.
