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FAQs: How to Buy Glasses & Frames Online

General
1. How do I obtain my prescription?

2. Why are ExclusiveEyes's prices so low?

3. What payment methods are available?

4. How long will it take me to receive my prescription glasses?

5. What is the cost of postage & packagaing?

6. Do I need to send you a copy of my prescription?

7. What if I have any further questions?

8. I can't find an 'addition' reading on my prescription?

9. Do you sell prescription glasses for children?

10. Are my payment details kept secure?

11. What sort of frames will suit me?

12. How can I protect myself while shopping online?

13. I have just ordered for glasses from your website but cannot find this frame on your site now. Why is this?

14. If I send in my existing glasses, will you be able to read the prescription?

15. Is there somebody who will check my order to make sure I haven't made an obvious mistake?

16. Could I send you my prescription as I am not sure of entering it online?

17. I have ordered more than 1 pair of glasses but have only received 1 pair?

18. Is there any way to check the progress of my order/glasses?

19. What information do you require when I order from you?

20. If I make a mistake while ordering, what steps should I take to rectify it?

21. Will my contact lenses prescription be adequate?

22. Do you provide refunds for delivery?

23. What do you mean by pupillary distance (PD), and how do I find out what it is?

24. What is the range of prescription that you cater for?

25. What are the modes of payment available to me?

26. Do you provide any guarantee and refund policy?

27. What does the No Quibble money back guarantee actually mean?

28. How would I know if the Essilor lenses and designer frames are authenticate?

29. What are the advantages of buying from Exclusive Eyes?

30. I have not received my glasses yet. Your websites says 5 working days?

Frames
1. Your frames look good, but are they as sturdy and durable as the frames on the high street?

2. Do you sell branded frames?

3. My frames need adjustment. What should I do?

Lenses
1. What material are the lenses made of?

2. I would like to have branded 'Essilor' lenses. Can you supply these?

3. Do you supply 'glass' lenses?

4. Do you sell 'bifocal' lenses?

5. What shape of bifocal lenses do you supply?

6. Could you tell me what Varifocal Lenses mean?

7. Do you sell varifocal / progressive lenses?

8. I love my existing frame. Can you re-glaze this for me?

9. Can I choose how light or dark the level of tinting should be on the glasses / sunglasses that I would like to order?

10. Do I need to order thin lenses?

11. I believe plastic lenses scratch easily. Is it true?

12. Could I order Essilor lenses even though there is no option available and if so, how?


General
1. How do I obtain my prescription? Top
Under the UK Opticians Act of 1989, it is the obligation of any optician to provide you with a prescription. The optician will provide you with a thorough eye examination and is required by Law to provide you with a copy of your prescription for your own records. You are not under any obligation to purchase your glasses from your optician so do not feel pressured into doing so.
2. Why are ExclusiveEyes's prices so low? Top
Our prices are significantly lower than what you would find on the High Street due to the fact that we are online so we can take advantage of the lower cost of operation which means no renting expensive prime location property or paying for the upkeep of numerous items of expensive eye testing machinery. At ExclusiveEyes, we do not take orders via premium rate numbers which can often cost a great deal. Being experienced ophthalmologist, we receive all our frames direct from the manufacturer. Our lenses are made to your order in our own laboratories which cuts out the middle man and allows us to keep our prices at the lowest possible.
3. What payment methods are available? Top
We accept all major Credit and Debit cards which are secured with the strongest level of encryption commercially available. We do not store your card details on our server. All our payments are processed by Paypal, UK's leading secure payment processor. This makes all transactions 100% safe and secure.
4. How long will it take me to receive my prescription glasses? Top
After your glasses have been constructed in our laboratory under the supervision of our qualified optician they are usually dispatched within 5 working days. However can take up to 28 days.
5. What is the cost of postage & packagaing? Top
The cost of postage and packaging in the UK/Ireland is 3.95 per pair of glasses. Postage outside the UK will cost 5.00. You can choose a delivery address that is different from the billing address. So for example your billing address can be your home address but you can choose to have the glasses delivered at your office address.
6. Do I need to send you a copy of my prescription? Top
No - as long as you have a current up-to-date prescription (i.e. not more than two years old when ordering).
7. What if I have any further questions? Top
If you have any further questions not answered in this section please contact us directly at CustomerSupport@Exclusiveeyes.co.uk.
8. I can't find an 'addition' reading on my prescription? Top
If your glasses are for distance only - the 'addition' is only required if the glasses are going to be used for reading or close work. Sometimes opticians use the word 'Add' or 'Near' instead of 'addition'. Also they may only write it once but it normally applies to both eyes and is almost always the same value for both eyes (e.g. 'Add' +2.50 - should be entered for both eyes).
9. Do you sell prescription glasses for children? Top
Yes we do sell prescription glasses for children. However, the glasses will be dispatched only after we have confirmed the order with the parent/guardian of the child.
10. Are my payment details kept secure? Top
Yes, all your payment details are entered in a secure internet site that our website links with, which is managed by Paypal. Exclusiveeyes.co.uk does not record customer payment details. All this information is held in a secure server managed by Paypal.Our shop uses 128 bit SSL, the strongest level of encryption commercially available. All transactions are guaranteed to be 100% safe and secure.
11. What sort of frames will suit me? Top
The shape of your face is the most important factor when choosing any frames. The list below will give you some ideas as to frame designs.
  • Round Faces - Rectangular frames would be most suitable
  • Oval Faces - Most frames will suit this face shape, size is the most important point when deciding on frames
  • Triangular Faces - Rectangular frames would be most suitable
  • Square Faces - Oval Shaped or Round Frames would be most suitable
  • Rectangular Faces - Oval and Round frames would be most suitable with medium or larger size models
At Exclusiveeyes.co.uk, we are confident that you will love the quality of the frame and glasses. The best part about ordering at Exclusiveeyes.co.uk is that all our products come with a 110% Price Promise.
12. How can I protect myself while shopping online? Top
When you make a purchase online, be sure to look for the little lock icon on the bottom of your web browser to make sure that your personal information will be protected by secure encryption when it is sent over the internet. You can also check on this by holding your cursor over the web page in question, clicking the right button on your mouse, and selecting "Properties". Then look to see that the web address shown starts with "https", where the 's' denotes a secure web server.
At Exclusiveeyes.co.uk we do not store your Credit Card information on our server making your purchase 100% secure.
13. I have just ordered for glasses from your website but cannot find this frame on your site now. Why is this? Top
At Exclusiveeyes.co.uk we have an automated inventory management system. If the frame that you have selected is the last piece in our stocks, this will automatically disappear from our website after you have placed the order. Rest assured, you will receive the pair of glasses that you have ordered.
14. If I send in my existing glasses, will you be able to read the prescription? Top
Yes. In this particular case it is essential that your prescription is still in date (i.e. less than 2 yrs. old at the time of ordering). You could send your glasses to us along with your details and we will contact you to have your order processed. Once we've read the prescription from your glasses, we'll send them back to you along with your new pair. An administration charge of 10 applies for this service.
15. Is there somebody who will check my order to make sure I haven't made an obvious mistake? Top
We have a team of qualified Dispensing Opticians who are dedicated to check and authorise every single one of our customer orders. If the team comes across anything which they think is out of the ordinary or based on their experience looks incorrect, we will get in touch with you by email or phone and may ask you to confirm some of your prescription details. You are in safe hands.
16. Could I send you my prescription as I am not sure of entering it online? Top
Yes. In the case that you are unsure of your prescription you can email us a copy and we'll put it onto your account for you.
17. I have ordered more than 1 pair of glasses but have only received 1 pair? Top
On certain occasions one pair of glasses can take slightly longer than the others. This is caused due to a combination of the lens, prescription complexity and any coatings being added. We wish that you receive your glasses as soon as possible so if one pair is ready earlier we dispatch these to you immediately and will send any subsequent pairs as soon as they have been completed.
18. Is there any way to check the progress of my order/glasses? Top
To check on the status of your order you can contact our Customer Care at CustomerSupport@Exclusiveeyes.co.uk and we would be happy to assist you with any queries that you may have.
19. What information do you require when I order from you? Top
Basically, all you need is your prescription. At Exclusive Eyes we offer you an extensive and comprehensive range of quality spectacles at prices that are much lower than the high street.
20. If I make a mistake while ordering, what steps should I take to rectify it? Top
At the earliest, call us or send us an email letting us know. We process orders as fast as possible so that you may receive your glasses as soon as possible. For this reason, please double-check your prescription and shipping information before placing your order on our website so as to allow us to send your glasses to you as smoothly as possible.
21. Will my contact lenses prescription be adequate? Top
As contact lenses have a different prescription we will NOT be able to use your contact lenses prescription.
22. Do you provide refunds for delivery? Top
Our packaging and logistics department ensure that the frames are carefully packaged. We assure our customers that our lenses cannot be damaged during transportation. We therefore will not make any refunds for claims which state that the glasses were broken in transportation. As we send your orders by Royal Mail recorded signed for delivery and guarantee the safety of your glasses we DO NOT provide any refunds for delivery.
23. What do you mean by pupillary distance (PD), and how do I find out what it is? Top
The pupillary distance is the distance between your pupils.

For the optimal performance of your glasses, the lenses need to be made to match the distance between your eyes so that the centre of each lens aligns with the centre of your pupils. To achieve this, we need your pupillary distance measurement, also called PD measurement.

You pupillary distance can be measured by your optician when he or she is conducting your eye test.
24. What is the range of prescription that you cater for? Top
The maximum prescription we cater for is: 12.00 SPH (sphere) and 4.00 CYL (cylinder).
25. What are the modes of payment available to me? Top
All major credit and debit cards are accepted by us. We do not accept NHS vouchers, personal cheques, postal orders and Accor vouchers as payment.
26. Do you provide any guarantee and refund policy? Top
We offer you a 100% quality guarantee on all our products.
27. What does the No Quibble money back guarantee actually mean? Top
A 100% quality guarantee - This means that if there is anything wrong with your glasses, you get your money back without a quibble.
28. How would I know if the Essilor lenses and designer frames are authenticate? Top
Our 'Essilor' lenses carry the original markings on them and come with the authenticity card and all our branded frames come with the original brand case and cleaning cloth.
29. What are the advantages of buying from Exclusive Eyes? Top
  • Quick dispatch on all non complex prescriptions.
  • No Quibble money back guarantee.
  • 100% secure payment from UK's leading payment processing company.
  • We provide you with a FREE scratch resistant coating worth 10.
  • FREE stylish case and cleaning cloth.
  • Proactive and friendly customer service.
  • 30. I have not received my glasses yet. Your websites says 5 working days? Top
    For a simple prescription, it takes 5 working days, however in case of certain complex prescriptions it may take upto 28 working days as indicated in terms and Conditions.If you have not received your glasses within 14 days from the date you placed your order you can contact our customer service team on CustomerSupport@Exclusiveeyes.co.uk

    Frames
    1. Your frames look good, but are they as sturdy and durable as the frames on the high street? Top
    All the frames that you see on our website don't just look good, but feel good as well. They are durable and are often supplied by the same companies who supply to high street stores.
    2. Do you sell branded frames? Top
    Yes we do. All our branded frames come with the original brand case and cleaning cloth. You will be surprised at how much you can save on branded frames. Click here to view these.
    3. My frames need adjustment. What should I do? Top
    Most opticians will do a minor adjustment for a small fee. If you still face a problem you can send it back to us and we will take care of it.

    Lenses
    1. What material are the lenses made of? Top
    The glasses we supply come with 'Plastic' optical lenses. All our lenses come with a FREE scratch resistant coating. Remember, lenses can never be scratch proof. However, the scratch resistant coating reduces the risk of the lenses getting scratched due to daily wear and tear.
    2. I would like to have branded 'Essilor' lenses. Can you supply these? Top
    We certainly can. Our 'Essilor' & lenses carry the original markings on them and come with the authenticity card. All you need to do is email your prescription to us and our fast and friendly customer service team will respond to you immediately. You will be surprised when you know how much you can save on branded lenses.
    3. Do you supply 'glass' lenses? Top
    Yes, we can supply 'glass' lenses upon request. The price for these lenses is the same as plastic lenses. If you would like to order 'glass' lenses instead of plastic, just make a mention in the 'Extra information' box after you enter your prescription.
    4. Do you sell 'bifocal' lenses? Top
    Yes we do. You can get yourself bifocal lenses for just an extra 25. We only suggest bifocals to those who have been recommended these by their optician. We have a large choice of frames that accommodate bifocal lenses. Click here to view these.
    5. What shape of bifocal lenses do you supply? Top
    We generally supply D28 bifocal lenses. These are standard "D"-shaped lenses. We can - upon request - also supply executive bifocals at an additional cost.
    6. Could you tell me what Varifocal Lenses mean? Top
    Unlike Bifocal lenses, which can only provide distance and reading visions with a visible dividing line and have been known to cause headaches and even dizziness in some users. Varifocal lenses allow you to see clearly across the room and into the distance as well as look ahead to view your computer in the intermediate zone and drop your gaze downward to read and do fine work comfortably. This is because Varifocal lenses are multifocal lenses which deliver a seamless progression of distance, intermediate and reading powers to achieve all round comfortable viewing distances.
    7. Do you sell varifocal / progressive lenses? Top
    Yes we do. Due to the complexity involved in these lenses, we send out a 'Varifocal kit' to those who order varifocals. This kit contains an easy guide which helps you / your partner mark up the frame as required. Once this is done, you need to send the frame back to us along with the markings and our laboratory experts will do the rest.
    8. I love my existing frame. Can you re-glaze this for me? Top
    Yes we can! Our re-glazing service starts from just 25. Just email your prescription to us for an exact quote and our efficient customer service team will respond to you immediately.
    9. Can I choose how light or dark the level of tinting should be on the glasses / sunglasses that I would like to order? Top
    Of course you can. We offer three gradients of tinting for the colours available. Once you have chosen the tint colour (this can be chosen after you have entered your prescription), just mention in the 'Extra information' box the level of tinting you would like to have. If you do not enter any information here, we will send your glasses / sunglasses with a medium tint.
    10. Do I need to order thin lenses? Top
    The need to order for thin lenses depends on your prescription and the frame you choose. We recommend thin lenses if your spherical power is -2.5 or above. This is particularly important if you are choosing a semi-rimless or rimless frame. These frames expose the lenses and choosing thin lenses improves aesthetics and overall face value!
    11. I believe plastic lenses scratch easily. Is it true? Top
    Plastic lenses are softer than the traditional glass lenses but are considerably lighter and safer. We provide you with a scratch-resistant coating at no extra cost which adds resilience to your lenses and reduces the risk of your lenses getting scratched due to daily wear and tear.
    12. Could I order Essilor lenses even though there is no option available and if so, how? Top
    Yes, you can order Essilor lenses. All you have to do is let us know at the time of placing the order and we will provide you with the lenses at some extra cost.
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