Other Returns Issues

How long do I have to return the glasses?

You have 120 days from dispatch date to return your glasses. See the returns policy for further information.

What do I need to return my glasses?

To return your glasses you will need the included free returns label, your order number (which can be found on your delivery invoice), and the returns form must be enclosed. If you experience vision issues with your new glasses, please also enclose a copy of your prescription.

How do I know you’ve received my glasses?

We will send you an email once we have your glasses. Please bear in mind that it can take a few days for the return to be processed, although we aim to process all returns within 5-7 working days from when we receive them.

Can I return them if I don’t like them?

Of course! For more details, see our returns policy. However, to ensure you won’t need to return them, why not try our free Home Trial service.

I want to return my varifocal glasses because they’re missing my intermediate addition according to the dispatch note.

You are of course welcome to return your glasses for any reason, however in this case it’s worth knowing that there isn’t actually anything wrong with your varifocals. For varifocals, the lens changes from your full distance correction, through all possible intermediate settings, to finish at your full reading correction. If you have an intermediate addition value on your prescription, your varifocal lens will pass through that prescription as it changes. The intermediate addition is usually only recorded on the delivery note if you have ordered a single vision intermediate pair of lenses for your frame.

What if a screw has fallen out of my frame?

If the screw is missing, return your glasses to us and we will fix this for you and deliver them within a few days. If you have the screw, you can take them into an optician who may request a small fee to fix this for you.

How can I return my glasses if I have lost the returns label?

If you have lost the postage label, you can print one from the Royal Mail website. Then simply put the frames you wish to return into the envelope or box in which they arrived, stick the return label over the existing address label and drop the package in a postbox.

What if my glasses need adjusting after I receive them?

If you need to make adjustments, you can either take them into an optician (who may request a small fee) or speak to one of our opticians on 01793 746601 and inform us of the adjustments we need to make for you. Some small adjustments can be made at home - find more information about how to do so here. We recommend that you send us your rimless frames if these need adjusting as rimless frames are slightly more delicate.