http://iwearglasses.co.uk/faq

FAQ

Most Common Questions

Where do I send my glasses for replacement lenses?

After you've placed your reglaze order, please post your glasses along with your name/order number to:

iWearGlasses
PO Box 393
Broxbourne
EN11 1GU

We recommend that you obtain proof of postage from the Post Office or use recorded delivery as we are unable to take responsibility for packages lost in the post.

How long will my glasses take to arrive?

We pride ourselves on having very fast delivery, with the majority of orders being delivered in less than a week. However, delivery is also subject to the complexity of the prescription and coatings, so more complex orders can take around 2 weeks.

How do I read my prescription?

Please see our How to Read Your Prescription page for more information.

I'm unsure about how to enter my prescription online. Can I send it to you instead?

Of course! In fact, we recommend sending us a copy of your prescription if possible.

You can email it to us at admin@iwearglasses.co.uk, or post it to:

iWearGlasses
PO Box 393
Broxbourne
EN11 1GU

All lenses are checked by our lab before they are dispatched to ensure they match the prescription provided. However, although we can make basic checks on your prescription, it is your responsibility to enter your details correctly when ordering. If you have any doubts about your prescription please contact us before ordering.

How much does delivery cost and how will my glasses be delivered?

We charge £3.95 for standard Royal Mail First Class Recorded Delivery. Delivery is Free for orders over £69.

I've placed an order with you but I haven't received a confirmation email

Occasionally, emails will end up in your spam or junk email folder by mistake. Please check there, and add us to your safe senders list (you can find out how to do this here: how to add to safe senders list).

If you're still having trouble, please contact us.

I've received my glasses but would like to return them - how do I do this?

We want to ensure you are totally happy with your glasses but we do understand that occasionally issues may arise. We will do everything we can to make sure any issues are resolved as fast as possible. If for any reason, following receipt of your glasses, you are not satisfied with your purchase, please contact us and we will arrange a Freepost returns label and returns form. Fill in your details and post your product back to us with the form in the original packaging for a full refund or exchange. We recommend that you obtain proof of postage from the Post Office as we are unable to take responsibility for packages lost in the post.

I have sent my existing glasses to you for replacement lenses - what happens next?

After you've placed your reglaze order, please post your glasses along with your name/order number to:

iWearGlasses
PO Box 393
Broxbourne
EN11 1GU

We recommend that you obtain proof of postage from the Post Office or use recorded delivery as we are unable to take responsibility for packages lost in the post.

Your glasses will be returned to you in a few days with brand new lenses!

How do I check on the progress of my order/glasses?

If you've registered with us and created an account, you can check the status of your order by clicking the My Account link at the top of the page. Once logged in, you can click on My Orders on the left of the page.

Delivery

How much do you charge for postage and packaging?

We charge £3.95 for Royal Mail First Class Recorded Delivery. Delivery is Free for orders over £69.

How long will it take to receive my order?

We pride ourselves on having very fast delivery, with the majority of orders being delivered in less than a week. However, delivery is also subject to the complexity of the prescription and coatings, so more complex orders can take around 2 weeks.

Do you do take international orders or post to outside the UK?

Yes, we are happy to take international orders. We will ship your glasses using the Royal Mail International Signed For™ delivery service.

Prescription

How do I get a prescription?

If you have one from an eye test taken with the last two years, you can use that. If you need a new prescription, go to your local optician and get your eyes tested. After your eye test, your optician is obliged by law to give you a written copy of your prescription.


Here are some suggestions for where to get your eyes tested:

Eye Tests Deals Price
Tesco Opticians FREE
Boots Opticians (voucher valid until 31.07.2016) £10
Asda Opticians £15
Vision Express Half Price

How do I read my prescription?

Please see our How to Read Your Prescription page for more information.

I'm unsure about how to enter my prescription online. Can I send it to you instead?

Of course! In fact, we recommend sending us a copy of your prescription if possible.

You can email it to us at admin@iwearglasses.co.uk, or post it to:

iWearGlasses
PO Box 393
Broxbourne
EN11 1GU

All lenses are checked by our lab before they are dispatched to ensure they match the prescription provided. However, although we can make basic checks on your prescription, it is your responsibility to enter your details correctly when ordering. If you have any doubts about your prescription please contact us before ordering.

Does anyone check my order to make sure I haven't entered anything that is obviously wrong?

We check and authorise every order that we receive. We have over 35 years of experience and if we come across anything which looks incorrect, we'll contact you to confirm the prescription details.

Can I use my contact lens prescription to order glasses from New Lenses?

No. Your prescription for glasses differs from a prescription for contact lenses. You should obtain a prescription for glasses from your optician before ordering prescription glasses.

What is my pupillary distance (PD) and how do I measure it?

PD or Pupillary distance simply means the distance between your pupils. This is normally taken by the optician during an eye test but it is not always detailed on your prescription. If you don't know your PD, we will use an average PD measurement for your glasses. This does not harm your eyes and is effective for most customers.
Should you find the average PD not to your liking, simply return your glasses within 14 days with your correct PD and we will replace your lenses free of charge.
Note that PD becomes more significant with more powerful lenses.

Can you read my prescription off my existing glasses?

Although this is technically possible, you must by law hold a glasses prescription that is less than 2 years old to order prescription glasses. Therefore, we don't provide this service.

How strong a prescription can you cater for?

We cover over 90% of prescriptions on our site. Limits to prescriptions are enforced when entering your prescription numbers on the site. If you prescription is beyond the measurements available on our site, we can make these to order, please contact us for a quote.

Lenses and frames

I'm not sure which lens options to choose, can you help?

Generally, we recommend the 1.67 gold lens package if your sphere value is greater than -3/+3, or the 1.74 platinum lens package if your sphere value is greater than -4/+4. For any other advice on which lens options to choose, please contact us.

What is the quality of the lenses and frames?

We only deal with high quality frames and lenses to ensure that our customers' glasses stand up to the stress and strain of every day life. Our glasses are also approved by our lens manufacturer with over 35 years' experience. You will not find low end frames on the New Lenses website.

I have an unusual frame - are you able to fit new lenses?

We can usually fit new lenses to most frames, but please send us a photo of the frame to admin@iwearglasses.co.uk so we can confirm.

Do you sell prescription sunglasses and other tinted lenses?

Yes, you can add a tint to your prescription lenses on any glasses available on our site. This includes our range of designer glasses and sunglasses. Sun-reactive lenses can also be selected which darken in sunlight for the best of all worlds.

Do you supply sun-reactive or Transitions lenses?

Yes, this option is available with or without prescription lenses. We supply genuine Transitions lenses. Please select this option when you customise your order.

What segment shape does New Lenses use in the bifocal lenses?

As standard a 28mm D-seg is used because this is the most popular option with our customers. However, all known seg sizes and types including Round, E-Style and Upcurve are available on request. Please add a note to your order or contact us if you wish to select an alternative to the D-Seg type bifocal lens.

Do you sell varifocal/progressive powered lenses?

Yes, varifocal/progressive lenses are available on the vast majority of frames on our website.

What do I do if my frames need adjusting after I receive them?

Most optical stores will do a minor adjustment for a small fee. If you still have problems after that, come back to us.

Do you sell lens coatings?

Yes. These are available via selected packages and options during the ordering process.

Can I buy the frame only?

Yes. Please add a note to your order and we will not fit lenses to your frame.

Can you put new replacement lenses my existing frame?

Yes! Please visit the glasses reglazing section on our website.

What do the frame measurements mean?

The standard measurements for frames are the maximum diameter of the lenses, bridge width and arm length. These measurements can normally be found printed on the inside of the arm for comparison to your existing glasses.

Ordering & Payment

What do I need before ordering from you?

All you need is your prescription, then choose your glasses from us and save money!

Is the payment process safe?

Yes. Our SSL-enabled web server has 256-bit encryption which is the strongest encryption on the internet. This means that the transactions on the website are secure.

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, personal cheques, postal orders and bank transfers.

PayPal Logo

How can I check if a frame is in stock?

If we're out of stock for any item, you will see the picture on the product page but you won't be able to add it to your basket and there will be a message saying "Out of Stock".

Do you accept NHS Vouchers?

Unfortunately, we do not accept NHS vouchers as payment. However we will still be better value than using this voucher at a high street optician.

Guarantee & Returns

What is your guarantee policy?

Please see our Guarantee Policy.