FAQs
Download the Order Form here- Questions
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Ordering
- What can I purchase from EyeGlassHut.co.uk?
- What do I need to place an order with EyeGlassHut.co.uk?
- How do I obtain my prescription?
- By which methods can I order?
- Can I just order frames with no prescription in them?
- Can you read the prescription off my existing glasses?
- Can you re-glaze my existing frames?
- Can I try the frames before I purchase?
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Your prescription
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Frames
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Lenses
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Delivery
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Payment
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Customer Support
- What can I purchase from EyeGlassHut.co.uk?
- EyeGlassHut.co.uk is an online retailer of prescription and non-prescription eyewear. You can purchase spectacles, sunglasses and eyewear accessories in addition to related cleaning solution from us. We do not currently sell contact lenses but shall be adding these to our product range in the near future.
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- What do I need to place an order with EyeGlassHut.co.uk?
- All you need to order with us is a copy of your prescription. This must be less than two years old. If it is older than two years, you will need to have your eyes tested with your local or high street optician and they must, by law, provide you with a copy of your prescription, and shouldn’t insist or imply that you need to buy your glasses from their own store.
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- How do I obtain my prescription?
- Your optician is obliged under law to give you a clear, legible copy of your prescription following your eye test and you should not feel under pressure to purchase a pair of glasses from their particular store. Please read under prescription below for which prescription details you’ll need from your optician.
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- By which methods can I order?
- Whatever method you choose to purchase your eyewear or accessories, website, fax or post, rest assured we will guide you through all the stages of the order process and call you back, if necessary. Payments can be made using all major credit/debit cards and are accepted on the website. For orders placed via fax, we can call you back in order to take your payment details if the prefer not to supply them on the Order From. You may pay by cheque only when returning the Order Form by post but please note that we shall only process the order once the cheque has cleared - this is for both our protection and consumers. Remember, if you have any questions; please feel free to contact us. Download the Order Form here if ordering by fax or post.
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- Can I just order frames with no prescription in them?
- Yes! Just tick "non-prescription" when ordering in the prescription form or the web page that you require non-prescription lenses.
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- Can you read the prescription off my existing glasses?
- Provided that your original prescription for those glasses is less than 2 years old, you may send in your glasses with a completed mail order form for us to read the prescription from them. Click here to download the form. We will return your glasses to you together with your completed order. There is a charge of £3.00 per to cover postage and packing for the return. EyeGlassHut.co.uk does not accept liability for any damages that may occur to your frames as a part of this service.
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- Can you re-glaze my existing frames?
- No - unfortunately we do not currently re-glaze existing frames.
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- Can I try the frames before I purchase?
- Unfortunately no, we do not currently offer this service, but it is something that we are reviewing, and hope to do so in the future.
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- Can you help me understand my prescription?
- Reading your prescription couldn’t be easier. If it is written in the format below, you can proceed to order your new prescription spectacles.
Essentially, for each eye (left and right) the following values may be required:- Sphere (Sph)
- Cylinder (Cyl)
- Axis
- Near Addition (Add)
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- Do you require Distance, Intermediate or Near?
- For single vision lenses, choose "near" if your glasses are needed for reading or close up work. Choose "distance" if your glasses are required for seeing objects far away. Choose the "intermediate" line if your glasses are required for VDU (Visual Display Unit). If you need advice about which option is the most appropriate, please ask your optician at the time of the eye test.
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- Can I use my contact lens prescription for ordering glasses with you?
- Unfortunately not. While your contact lens and eyeglasses prescriptions may seem the same, they usually have differences. You must have your eyes tested and a prescription issued for use with spectacles, which is less than 2 years old, before ordering with EyeGlassHut.co.uk.
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- What is my Pupilary distance (PD), and how do I obtain it?
- Your pupilary distance (PD) is the distance between the centres (pupils) of each of your eyes, measured in millimetres. Your PD measurement is used when we take a lens with your prescription and customise it to both fit your frame and you. To be effective, a lens must be cut so the centre is directly in front of your pupil. Without your PD we have no idea where that point is for you and as the diagram below shows, everybody is different. Your PD can be provided in minutes by your optician or doctor, and so we highly recommend that you ask for it when you have your eyes tested. Alternatively, you may also choose to use an average PD, which is provided for you as a default when ordering.
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- What is the quality like of your non-branded frames?
- We only provide frames that have the CE mark of approval (the standard required to produce and manufacture medical equipment). Each of our frames are selected to take into account a number of key quality features.These are described under our Non-branded Range area on the About Us page.
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- What do the frame measurements mean?
- The easiest way to find the right frame size that will fit comfortably, is to get the dimensions from a current pair of glasses you already own. On one of the arms you will usually find three measurements, the first two separated by a rectangle. The Lens Diameter is a matter of choice. Additionally, as most of our frames come with spring hinges, the fit in terms of width will naturally adjust within reason. The other two measurements (Bridge Width and Arm Length) determine the fit. They do not need to be exact, but the closer they are to your existing pair, the more likely your new glasses are to be a comfortable fit.
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- What if my frames require adjusting after I receive them?
- The easiest way to find the right frame size that will fit comfortably, is to get the dimensions from a current pair of glasses you already own. On one of the arms you will usually find three measurements, the first two separated by a rectangle. The Lens Diameter is a matter of choice. Additionally, as most of our frames come with spring hinges, the fit in terms of width will naturally adjust within reason. The other two measurements (Bridge Width and Arm Length) determine the fit. They do not need to be exact, but the closer they are to your existing pair, the more likely your new glasses are to be a comfortable fit.
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- What are the lenses made of?
- We use lightweight CR39 plastic lenses for most of our glasses. For our ‘thin’ lenses, we use 1.6 high-index lenses. We do not offer glass lenses, but we offer a free anti-scratch coating on all our lenses.
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- Do you sell prescription sunglasses and tinted lenses for spectacles?
- Yes. You can choose from a variety of coloured tints (with standard 15-20% light transmission); or glasses can be made with the "transition" photosensitive feature. This type of lens is clear in normal lighting conditions, but tints itself under sunlight and includes a 100% UV filter. Either type of coloured lens can be fitted to spectacle frames or any of the designer brand sunglasses which we stock under our sunglasses range. These options can be specified when ordering after you have selected the frame.
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- What types of lens coatings and tints do you provide?
- We offer a number of different lens coatings and tints:
Sunglasses coloured tint (£10 extra)
Anti-reflective coating (£15 extra)
UV 400 protective coating (FREE)
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- Do you sell bifocal lenses?
- Unfortunately at present we do not offer bifocal lenses. This is something we shall be reviewing in the future.
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- Do you offer anti-reflection?
- Yes. Reflection on your lenses can be very uncomfortable and distracting, so you can choose anti-reflection coating when purchasing, which will give you sharper vision. If you are a regular user of the computer the artificial light can lead to eyestrain and tiredness the anti-reflection coating can help relieve eyestrain and discomfort.
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- What about varifocal/progressive lenses?
- Due to the complexities of taking varifocal/progressive orders, we do not sell varifocal lenses at this time. This is something we shall be reviewing in the future.
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- What are the delivery charges and how long will my Order take?
- Your order will be given immediate attention and processed on the same day if ordered before 6pm. Goods we have in stock and which do not require customising (such as prescription lenses), will be dispatched at time of processing. Goods which require customisation are sent to our lab for glazing and hence will take an additional 5 business days prior to being dispatched. If items are out of stock, you will be notified via email or telephone of approximate delivery date. EyeGlassHut.co.uk uses the following delivery methods:
- Orders of a total value less than £15 are dispatched FREE of charge via Royal Mail 1st Class post.
- Orders where the total value is between £15 and £75 are dispatched via Royal Mail Recorded Delivery and we aim to have these to you within 2-3 business days.
- Orders where the total value is greater than £75 are dispatched via Royal Mail Special Delivery and we aim to have these to you before 1pm next business day.
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- How can I keep track of my order?
- When you place your order, we will immediately send you an email order confirmation. A second email will be sent to you once your order has been dispatched, alerting you to the fact that your order is on its way to you.
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- Do you accept NHS Glasses Vouchers?
- Yes - We accept NHS optical vouchers by mail order only. These will be provided by your optician subject to eligibility. There is often a note section on the back of your prescription that describes the terms of entitlement. If you are unsure, we advise you to speak to your optician. If you are sending us NHS vouchers with your prescription please make sure you complete the declaration section (part 4) on the back.
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- What are the available methods of payment?
- We accept all major credit/debit cards when ordering online and fax returned Order Forms. If ordering by post, we accept credit/debit cards, personal cheques or NHS vouchers.
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- Is the Payment process secure?
- EyeGlassHut.co.uk takes information security very seriously. Please refer to our Information Security policy for further details.
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- What if I entered some information incorrectly?
- Immediately call or send an email alerting us, because we process orders very rapidly. For this reason we ask you to please double-check your prescription and shipping information prior to submitting your order. Once you've placed your order you are given the option of printing it off, we recommend you do this for future reference. We will also send you an email confirmation of your order.
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- What is your Guarantee, Refund & Exchange Policy?
- At EyeGlassHut.co.uk our success is based on Customer Satisfaction. This is why we operate our ‘30 Day Aftercare Guarantee’. This period begins from the date you order your goods. The guarantee only covers goods that have a manufacturing fault or in the unlikely event of an error in the prescription on your frames. If this is the case, please return your goods, with any case(s) and cloth(s) us and we will replace them free of charge or provide a full refund on receipt of the goods. Prior to returning goods for an exchange or refund you need to call us on 0208 8404 505. The 30 Day Aftercare Guarantee does not cover goods that are ill fitting, non-aesthetically pleasing to the wearer or where you have changed your mind. If within the 30 days of placing the order you wish to return your goods for a refund for these reasons, you need call 0208 8404 505 for advice on where to send the goods and for a refund amount. Under the Distance Selling Regulations we are not able to offer full refunds on products which have undergone a customisation. A customisation pertains to any glasses and/or sunglasses which we have started assembling with prescription and/or coated lenses in respect of the accepted order. In this case a refund shall be offered for the cost of the frame less the cost of the prescription or coated lenses unless the lenses were not customised according to the details provided by you at the time of placing your order. When we are in receipt of the Goods, including any case(s) and cloth(s), we will inspect them to ensure they are in a re-saleable condition before being able to offer a refund. The cost of carriage and insurance is non-refundable. Please ensure you read our Terms and Conditions of Sale for full details.
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