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Your Free Home Trial questions

Your Free Home Trial questions

<h1 class="help-article-header">Your Free Home Trial Questions</h1>

How do I place an order?

How do I place an order?

What lens options are there?

What lens options are there?

How do returns work?

How do returns work?

Please note that our Free Home Trial serivce is currently <a href="/home-trial/unavailable">unavailable</a>. However, it will be back soon!

Our <a href="/hometrial">free Home Trial service</a> allows you to try on four frames at home for seven days. It reduces the risk of having to return or exchange a purchase due to it not being the right size or style for you.

Our free Home Trial is currently available for close to 500 frames, but we are always trying to add more to the selection. You can easily filter out 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 <a href="/eyeglasses#htFilter=1">here</a>. 
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.

Are all frames available for Home Trial? 

You can choose a maximum of four frames at a time.

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.

Your card details are purely for validation purposes and so that we can charge you in case of any unreturned frames.

Why do I need to provide my card details?

<h2>Ordering & receiving your Home Trial</h2>

Once you've added four frames, click ‘ORDER HOME TRIAL’ under your selection. You will then be prompted to sign in or create an account to proceed to checkout.

When I’ve found my frames, how do I order them?

No, your Home Trial must be ordered via our website.

Can I order my Home Trial over the phone?

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

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

We will ship your Home Trial selection within 1-3 working days. If you live in a remote area, it can take a bit longer for your Home Trial to arrive, but most customers should receive theirs the next working day if ordered before 5pm.

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

Try on the frames with different outfits, get a feel for them, and get the opinions of friends, family and colleagues.

How do I get the best out of my Home Trial?

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. Return the trial frames as per the instructions.

I want to purchase one or more of the frames that arrived. What shall I do?

<h2 id="return">Returns & solving problems</h2>

Firstly, log into your account and check that we have the correct delivery address. If so, try '<a href="/order-tracking">Order Tracking</a>' to check the status.

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

In the unlikely event of this happening, <a href="/help/contact">contact</a> our customer service team who will do their best to help you.

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

In the unlikely event of this happening, please return your Home Trial Order and once we have received and inspected it, you will be able to order a new one.

I received the incorrect selection, what shall I do?

If you didn’t like any of the frames, simply return your Home Trial. Once we confirm that we have received it, you can order another Home Trial for free.

To return your Home Trial, simply follow the instructions on the packet. When applying the free return label to the box, make sure to fully cover the original address label on the front, without covering the barcode, on the side that starts with ‘SR’. All Home Trials must be returned after seven days from when you received it.

<a href="/help/contact">Contact</a> our customer service team to explain your circumstances and they will do their best to help you.

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

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Your Free Home Trial Questions

Related Questions

General questions

Ordering & receiving your Home Trial

Returns & solving problems