FAQ

Ordering

Frames

Prescription

Lenses

Payment

Delivery & Postage Costs

Cancelling Orders, Refunds & Exchanges

International Orders

Other Questions

Ordering

Q. What information do I need to place an order with YourOnlineOptician.com?

All you need is a valid copy of your prescription. At the end of your eye examination your optician or general medical practitioner must provide you with a clear legible copy of your prescription and you should not feel obliged or pressured to purchase your glasses from that particular store.

Q. What if I entered some information incorrectly?

As we process orders rapidly we ask you to double check your prescription and shipping information prior to submitting your order. If you do find an error in your order please send us an email from the contact us section of the website.

Q. Are there any restrictions to who can order?

Yes, at present you must be over 16 years old and not be registered either partially sighted or blind as specified in the Opticians Act 1998 to order prescription frames.

Delivery & Postage Costs

Q. How long will it take for my order to be delivered?

We aim to have all orders dispatched within 10-14 working days of the order being placed. In rare circumstances where your order will take longer than this we will inform you as soon as possible. Sunglasses and non prescription frames are normally dispatched within 7-10 working days.

Q. Can I check the progress of my order?

Yes you can. Just visit the Contact Us section of the website and send us an email with your order number and state in the main text of the message that you would like to receive an update on your order. We will respond to you within 48 hours.

Q. What are your Postage & Packaging Costs?

We only charge you the amount it costs us to package and post your glasses. Our rates are as follows: For UK addresses your first item is £3.50 for first class recorded delivery, each additional item is £1.50.  For International addresses your first item is £7.50 for international signed for delivery, each additional item is £3.50.

Q. Do I need to be home to receive my glasses?

Yes, both UK and international orders require a signature on delivery.  If you are not home please check for a leaflet that may have been left by the delivery service indicating that they attempted to deliver your glasses.

Cancelling Orders, Refunds & Exchanges

Q. Can I cancel my order?

Yes, you can cancel your order without charge within 48 hours of placing the order. To cancel the order please send an email to cancelorder@youronlineoptician.com with your order details stating that you would like to cancel your order.

You can cancel your order at any point after the first 48 hours (and before dispatch), however, we reserve the right to charge you for costs we may have incurred to that point..

Q. The lenses in my frames do not have the correct prescription, what should I do?

We check and re-check all lenses against the details our customers enter onto our website to ensure we do not make a mistake. However, in the unlikely circumstance that we have made an error please email us at customerservices@youronlineoptician.com with your order number and we will resolve the problem immediately at no extra cost to you.

Please be aware that we cannot be held responsible for prescriptions that have been incorrectly entered onto our website. It is for this reason that we highly recommend that you check your prescription thoroughly. If you have any doubts please do not hesitate to send us a copy of your prescription at customerservices@youronlineoptician.com once you have placed your order. Please remember to include your order number in the email.

Q. I do not like the glasses I have ordered, can I have a refund or exchange them for another pair?

Customer satisfaction is imperative at YourOnlineOptician.com. We are committed to making your shopping experience a stress free purchase. If the eyewear you have purchased is not to your liking, you may return/exchange it within 14 days of the dispatch date (as stated on your receipt). All returned frames/sunglasses must be in resalable condition: damage free in original packaging with related accessories (case, cloth etc).

All returned frames are subject to a 15% restocking fee due to the customisation of your order and for costs we will have incurred. Please remember that in addition, all prescription lenses are custom made and therefore cost of lenses are not refundable. This includes any optional extras that you may have chosen for your lenses (including, tints ARC etc).

If you decide that you would like to return your frames please email us at refunds&exchanges@youronlinetoptician.com with your order number and we will advise you of the process. Please do not use your frames if you have decided to return them.

Frames

Q. What if my frames need adjustment once I have received them?

Most frames should fit well, however, in the unlikely scenario that some minor adjustments are required, most high street opticians will be happy to do these for you on a complimentary basis; please be aware that some may charge a small fee for this.

Q. Are the frames you sell the same quality as those I would find on the high street?

Yes, All our branded frames are 100% original frames sourced directly from the manufacturer; we do not sell seconds or used glasses. All our frames carry the CE mark for quality assurance.

Q. How do I know what size frame is right for me?

Some manufacturers offer frames in more than one size, if this is the case we recommend that you check the size of your existing glasses and order the size that is most similar. The size of your glasses can be normally found on the inside of one of the arms, alternatively it may be on the bridge between the lenses.

Prescription

Q. What is my Pupillary Distance (PD)?

Your Pupillary Distance (PD) is the distance between the pupils in millimeters. This measurement is used when prescription lenses are being mounted in your frames. The most common measurements are between 58mm and 68mm. The simplest method is to ask your Eye Doctor or Optometrist for your PD measurement.  If you do not have a PD measurement it is common practice to use 63mm as the average.

Q. What is my Sphere Power?

The sphere power indicates the lens power prescribed to correct nearsightedness or farsightedness. Sphere powers are measured in diopters (D). Eyeglass lenses are normally prescribed and manufactured in one-quarter diopter (0.25 D) increments. If a sphere power has a minus sign (–) preceding the diopter value, the lens is a concave lens for the correction of nearsightedness. Concave lenses (also called minus-power lenses) are thicker at the edge of the lens and thinner at the center. If a sphere power has a plus sign (+) preceding the diopter value, the lens is a convex lens for the correction of farsightedness. Convex lenses (also called plus-power lenses) are thicker at the center and thinner at the edge.

Q. What is my Cylinder Power?

The cylinder power indicates the lens power prescribed to correct astigmatism. If you have astigmatism, the cornea of your eye is shaped like the back of a spoon (more curved in one meridian than in others). Cylinder power is the difference in sphere power between the steepest and flattest meridians of an eye with astigmatism. It is called cylinder power because it has no curve (or power) in one meridian, and its maximum curve (and power) is located at a 90-degree angle to the meridian with no power. Hence, it is shaped like a cylinder. The meridian of the cylinder power that has no power is called the cylinder axis. If you have no astigmatism, the cylinder power and cylinder axis columns of your prescription will be left blank.

Q. What is my Cylinder Axis?

The convention used for describing the location of cylinder power in lenses is a scale of 180 radially-arranged meridians on the surface of the cornea. The first meridian (001) is a nearly-horizontal line tilted slightly above horizontal on the right side of the eye. The next meridian (002) is a line rotated slightly counter-clockwise from the 001 meridian. As you continue to move in a counter-clockwise direction, meridian values increase until you reach the 180 meridian. The 90-degree meridian is vertical; the 180-degree meridian is horizontal. This meridian convention is oriented the same way for both eyes.

The cylinder axis value on your eyeglasses prescription is the lens meridian that contains NO cylinder power. The cylinder power on your prescription is located at the lens meridian that is 90 degrees away from the cylinder axis.

Lenses

Q. Can you recommend lenses for me?

Yes we can. Please select your frames and type in your prescription, based on your prescription we will recommend what we feel are the appropriate lenses. We highly recommend that you follow our recommendation, as higher prescriptions do require thinner lenses, we do not want you to be disappointed with your purchase.

Q. Do you supply Varifocals or Bifocals lenses?

No we do not. We do not think it is appropriate to sell these types of lenses online as they require customisation that can only be performed by the customer being personally seen by a qualified optometrist/dispensing optician. We do not feel we can currently replicate the service you would receive for varifocals/bifocals online, if this changes we will let you know.

Q. What is Ultraviolet Protection on my lenses for?

100% UVB protection shields eyes from the sun’s damaging rays

Q. What are Scratch Resistant Lenses (SRC)?

These lenses have clear coatings that protect them from everyday excessive scratching.

Q. What is an Anti Reflective Coating for on my lenses

An Anti Reflective Coating (ARC) reduces surface reflections and cuts out glare. The resultant effect is fewer distractions off your lenses and an improved appearance of your lenses. It is suitable for night driving and computer usage.

Payment

Q. What methods of payment do you accept?

We accept all major UK registered debit and credit cards including Visa, Visa Electron, MasterCard, Maestro, Solo and Visa Debit. For international orders we accept Mastercard, Visa and Visa Electron.  We do accept cheques and postal orders, however, as this is not a standard method of payment please contact us using the contact us section of the website before placing your order.

Q. When do you take the payment for my order from my credit/debit card?

When you place your order we authorise your card for the amount of the order, the payment is not taken at this time. Once we have checked the details of your order, checked the availability and have confirmed that we can accept the order, only then will we take payment.

Q. Do you accept NHS vouchers?

At present we do not accept NHS vouchers, however, we are currently looking into the possibility of accepting these vouchers over the internet. We will update our website on this matter in due course.

Q. Do you accept Accor optical vouchers?

At present we do not accept Accor vouchers, however, we are currently looking into the possibility of accepting these vouchers over the internet. We will update our website on this matter in due course.

Q. Is your payment processing secure?

The highest level of security is applied to all our online transactions and your private and sensitive information is never compromised. We use Protx as a payment gateway and we ensure that all sensitive information is encrypted before sent over the internet. The encryption key length is 128- bits SSL - the best website security protocol. Right click on the payment page and go to 'Properties' and look at the web addres, you will see it's an http:// page over a secure server.

International Orders

Q. Do I need to pay custom duties on international orders?

All frames are sent from the European Union (United Kingdom). We cannot be held responsible if your order incurs any customs or duties levied by your home nation.

Q. How long does International delivery take?

We dispatch all orders within 14 working days or receiving the order. International signed for delivery can vary and can take upto 7 days for delivery although often it is much quicker than this.

Other Questions

Q. I have diabetes/glaucoma/ocular hypertension. Can I still order?

Yes. Please note that we strongly recommend annual eye checks for those suffering from any of these conditions.

Q. Can I just order frames with no prescription in them?

Yes. Please add your selected frames to the cart and then select the ‘Non-prescription, or custom made’ lenses option. You will receive your glasses with a transparent cold insert.