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Behind the scenes

Quality service and care every step of the way

A warehouse worker inspects a pair of sunglasses A warehouse worker inspects a pair of sunglasses

Join us on our journey behind the scenes at Glasses Direct. If you’ve ever been curious to know more about what happens after you place an order, you’ve certainly come to the right place.

What happens once I order my glasses online?

Firstly, one of our dispensing opticians reviews and authorises your order. Then assuming everything is good to go, your lenses will be cut and your glasses carefully assembled in an EssilorLuxottica facility. They are then dispatched and sent to you from our warehouse in Nottingham.

If you’ve ever ordered a free Home Trial, then it’ll be assembled, packaged and sent off from our warehouse in Nottingham as well – in the same way as all our glasses. Want to find out more about our free Home Trial service? You can read about it here.

Who works on your order?

Glasses Direct is made up of a number of different departments that also work on your order. Find out more about the role of our friendly customer service team and qualified opticians. They work hard around the clock to make sure you get your glasses as quickly as possible. What does each team do? Keep reading to discover more.

Customer service

Our knowledgeable and courteous customer service team are ready to assist you with all your needs. Whether it’s about your order or for style advice, we’ve got you covered!


Our team of nine qualified opticians checks through your order and prescription to make sure everything is just right. Complex orders like those involving bifocal and varifocal lenses will involve a phone call from them so that they can confirm details. Alternatively, they’ll also give you a ring if anything is missing.

Website maintenance and other business

Our finance, marketing, technology and management teams are based in London and are always working hard to bring you the latest new styles and great deals.

Customer service worker at the computer

Our customer service team is available to help

Opticians looking at a screen

Experienced, qualified opticians

Related questions

How long will my order take?

Most glasses will be made within 7 days. However, for orders that include thinner lenses, varifocals and tinted lenses, this time could be longer.

My glasses have been dispatched but haven't arrived. What do I do?

Most glasses are delivered within 48 hours of being dispatched. Before we can make a ‘Lost in Post’ claim, it’s best to wait for 7 days to allow for any internal delays with our delivery partner. If you have still not received your glasses after this period then please contact us so that we can replace your order.

What is my PD and how do I measure it?

PD is the distance between your two pupils and stands for pupillary distance. Our opticians will ask you for an accurate PD if you have a stronger prescription or are ordering varifocals.

The easiest way to measure your PD is to take a picture of yourself with a credit card-sized card on your forehead, with your eyes looking directly into the camera. Send this picture to our opticians and don’t forget to provide a contact number, as they may need to speak to you. You can also request your PD from your optician at your next eye test.

Can I adjust my glasses?

Did you know that you can adjust your glasses yourself! Click here for instructions.

If you’re unsure, you can send your glasses back to us and we’ll adjust them for you. This usually takes between 1 to 2 days and it’s totally free!