Q: Due to particular circumstances, I haven’t sent them back after seven days, will I be charged?

Contact our customer service team to explain your circumstances and they will do their best to help you.

Q: I still haven’t received my Home Trial, what shall I do?

Firstly, log into your account and check that we have the correct delivery address. If so, try ‘Track my order‘ to check the status.

Q: One or more of the frames were damaged when I received them, will I be charged?

In the unlikely event of this happening, contact our customer service team who will do their best to help you.

Q: I received the incorrect selection, what shall I do?

In the unlikely event of this happening, contact our customer service team who will do their best to help you.

Question 1

Is it really free?

Accepted Answer

Yes, our Home Trial is completely free. You’ll be asked to provide your card details, but this is purely for validation purposes. We do a temporary ‘active card check’ to verify that your account is valid. You will not be charged, however, your bank may show £1 as reserved for up to 40 days.

Question 2

Are all frames available for Home Trial?

Accepted Answer

Our free Home Trial is currently available for close to 500 frames, but we are always trying to add more to the selection. Premium Designer frames are not available for Home Trial. You can easily filter the frames on our website to include only the ones you can try at home for free. Just click the Home Trial toggle above the filter list, or click here.

You can add frames to your Home Trial via the little house icon under the product images on the category page or by clicking "ADD TO HOME TRIAL" on the product page itself.

Question 3

How will I know when my Home Trial has been dispatched?

Accepted Answer

You will receive an email as soon as your Home Trial has been dispatched from our warehouse. If you don’t receive this, log into your account to check you’ve provided the correct email address.

Question 4

How long does it take to arrive?

Accepted Answer

We will ship your Home Trial selection within 1-3 working days.

Question 5

How long do I have to try on my frames?

Accepted Answer

You have seven days to try on the frames from when you receive them.

Question 6

Due to particular circumstances, I haven’t sent them back after seven days, will I be charged?

Accepted Answer

Contact our customer service team to explain your circumstances and they will do their best to help you.

Question 7

I want to order one/ some of the frames that arrived. What shall I do?

Accepted Answer

If you’ve found an ideal frame, you can place an order right away. We’ll add your prescription and glaze them as per your preference.

Question 8

I still haven’t received my Home Trial, what shall I do?

Accepted Answer

Firstly, log into your account and check that we have the correct delivery address. If so, try ‘Track my order‘ to check the status.

Question 9

One or more of the frames were damaged when I received them, will I be charged?

Accepted Answer

In the unlikely event of this happening, contact our customer service team who will do their best to help you.

Question 10

I received the incorrect selection, what shall I do?

Accepted Answer

In the unlikely event of this happening, contact our customer service team who will do their best to help you.

FREE HOME TRIAL

FAQs