Frequently Asked Questions

Frequently Asked Questions

If you are unable to find the answer to your question here please use the query form in the Contact Us section and we will answer you shortly.

• How can I place my order?
You can place your order online following the steps below.

What is your online ordering process?
1. Choose frame
2. Choose single vision distance or single vision reading and click on Add.
3. The next stage is customization, click in the relevant boxes for the products you wish to add. If you choose the tint, sunsensors or polarized boxes you must then click on the drop down boxes ‘choose a colour’, select the required colour.
4. Click next
5. The next section requires you to select your frame colour and your prescription. Select the frame colour that you require by clicking on the drop down box.
6. Click the drop down size box. The sizes are also marked with guides Small(S), Medium(M) and Large(L)
7. Enter Prescription (sph/ cyl/axis/add/pd)
8. Click Add to basket
9. If you wish to checkout at this stage click on the basket (in top left of screen)
10. If you are happy with your order click on checkout
11. If you are a new customer you will need to click on new customer tab, otherwise please log in with your details.
You can place your order over the telephone 01249 700660 between the hours of 9-5pm Mon-Fri.

What is your telephone ordering process?
1. Give the frame model you require
2. The colour and size of the frame.
3. The type of lens.
4. The lens extras.
5. Your prescription details

Coming soon forms to download for faxing or posting to us.

• How do I get my prescription details?
By law your optician must give you a copy of your recent sight test. We do require you to have a prescription, which has been issued within the last two years.

• I don’t understand my prescription
(Prescription Image to follow)

Your prescription can be broken down:
You will be given a prescription for your right eye first and then your left eye.

The sphere or sph on your prescription denotes the power of the lens required to correct your short or long sight. This power will have a ‘+’ or ‘-‘ sign. This sign is very important to us.

You may have something written into this section called Plano or 0.00 or even an infinity sign. This tells us that you do not require any correction in this eye.

The cylindrical or cyl on your prescription tells us the power of the lens required to correct your astigmatism. This power will have a ‘+’ or ‘-‘ sign. This sign is very important to us.
You may not have an astigmatism in which case this part will be left blank or DS written.

The axis denotes the direction that your astigmatism needs to be made at.
This will be left blank if you do not have astigmatism.

Add/Near
You will notice on the example given above that there are two rows. The top row is for the distance prescription the bottom row is for your reading/near prescription.
Some opticians will write the full prescription for near (if this is the case please call us so that we can work out your reading add), in most cases they will write an add e.g. +2.00.
It is this add that we use for reading glasses or bifocal lenses. We add this part of your prescription to the distance if you require reading glasses.
There may be occasions when the optician specifies an ‘inter’ add (or intermediate add) this is the addition required specifically for VDU screens or any work that you carry out at an intermediate distance.

Please do not worry about your prescription we have a team of customer service advisors ready to answer your queries. Do not hesitate to call us on 01249 700660.

• What is a PD/ What is my pupillary distance?
Your pupillary distance is the distance between your pupils. It is measured in millimeters.

Your pupils are the dark circles in the centre of your eyes see below.

Images to follow

We require a pd in order to make up your glasses.

We can set your pd at an average.

Your optician may provide you with your pd measurement.

You can ask a friend to take your pd using a ruler.

Images to follow

You can a) fix your eyes on an object in the distance whilst your friend rests the ruler against your forehead and measures from the centre of your pupils as above.

For a more accurate measurement follow the diagram and direction below:

1) Rest the ruler as shown below against the forehead and covering half of the coloured part of the eye (the iris).
2) Put the zero on the ruler against the edge of the coloured part of the right eye (whilst doing this we recommend that you ask the person you are measuring to look at your left eye (if you can please keep your right eye closed or covered)
3) Ask the person you are measuring to now look at your right eye (you now close your left eye)
4) Now measure to the inside of the coloured part of their eye.
5) This distance is the pupillary distance. (Usually between 56 and 68mm).
6) See diagrams.
Images to follow

• How do I know which lenses and coatings too choose?
Hardcoat: Prevents scratches on plastic lenses. We would recommend this coating on all plastic lenses.

Anti–Reflective coating (MAR): reduces glare, reduces reflections on your lenses making your vision clearer and sharper, cosmetically better allowing others to see your eyes instead of reflections on your lenses. You cannot really see an anti reflective coating on your lens just a slight bloom. We would recommend this coating if you suffer from glare when driving in the dark, if you work in artificial light, if you work on VDU screens, to enhance the cosmetic appearance of your lenses.

Tints: Dark or pale tints. All of our tints come with UV coating to prevent harmful rays damaging the eye. Recommended if you are light sensitive or for sunny periods.

Sunsensors: Lenses which change colour with the sunlight. They are clear indoors, changing to dark when in the sunlight. We recommend these for convenience because you will only need one pair of glasses or if you suffer in bright conditions. NOTE These lenses will not go as dark as a sunglass behind the windscreen of a car as the screen blocks some of the UV rays which cause the reaction.

Polarised lenses: Fantastic for eliminating glare, improves contrast and definition. We recommend these lenses if you suffer from glare or use your glasses for sailing, fishing and water sports.
Thin and light and free anti reflection coating: We recommend this for all lenses over +/- 4.00 (lenses from +/- 2.75 will also benefit). It reduces the weight of your lenses and the thickness; it also improves the cosmetic appearance of the lenses.

• Can I get prescription sunglasses?
You may choose any of our frames on the site. You just need to select the tint option when ordering. We will include a free UV coating to prevent harmful damage to your eyes from the sun.

• Can I order a frame only from you?
Yes. We would require you to either send in a cheque with your frame choice, or telephone us for a credit card payment with the frame choice that you require.

• Can I order just my lenses from you, I already have a frame that I would like to use?
This is a popular choice especially for customers who want to have a second pair of glasses. Please send your frames into us with your requirements and an up to date prescription. We would highly recommend that you send them into us by recorded delivery. Please see the Re-glaze section for prices.

• I don’t require a prescription but would love to have glasses, can you make glasses without a prescription?
This is no problem. Please follow the normal ordering procedure when you reach the option section please select 0.00 in the SPH part for both the right and left eye.

• Can I try the frames before I order my lenses?
Yes, once payment is received we will dispatch the order. You may try out the glasses for suitability. If they are not suitable they must be returned immediately in an immaculate and re-saleable condition and you will be refunded your order payment less a re-stocking charge of £4.00.

• How long are my glasses guaranteed for?
Spectacles, which have been specifically made for you, do not carry a guarantee. However if there is a fault with the product within one year of purchase we will replace or refund the product.

• How long will my glasses take?
Please allow 5 -14 working days for your order to reach you.
If your request, for whatever reason, is not available we will contact you by e-mail

• What are your delivery charges?

UK Delivery
All items dispatched to a UK address include Free Delivery.

All items are sent either by Royal Mail 1st Class (up to £30.00 in value), 1st Class Recorded delivery (£30.00 to £100.00), or Special delivery (items over £100.00) free of charge.

EU/USA Delivery

EU Delivery charge: £3.50
USA Delivery charge: £5.00

Any USA customer will be charged Import Tax of which Lens Wear Ltd is not liable for and is the sole responsibility of the customer to pay this fee.

• I Have an NHS Voucher. Can I use this towards my glasses?
Sorry at this stage this is a service that we do not offer.

Contact Lenses

Why must I give you my optician’s details?
We operate under strict guidance. Due to recent changes in the Law you must either provide us with an up to date contact lens prescription (original copy) or your Optician’s details so that we can verify your prescription. Your optician is legally required to give you your contact lens specifications. They will include your brand of lens and prescription details.

Can I send my eye examination prescription?
Your eye examination prescription does not contain the relevant information required for supply of contact lenses.

I wear my optician’s own brand of contact lenses?
Please do not hesitate to contact us with the name of the lenses you currently use. They are simply repackaged. We will give you the alternate name and price of the lenses you require. We also display the alternate names they are know as under our various contact lenses.

Can I change to a different type of contact lens?
You would have to see your contact lens optician and obtain a new specification.

Why are the prices so low?
We do not have the same overheads as high street opticians and we pass these price savings on to you.

Can I send you the packaging from my recent contact lenses?
Unfortunately this does not act as your contact lens prescription.

Can I order sunglasses/goggles to try out?
Yes, once payment is received we will dispatch the order. You may try out the sunglasses for suitability. If they are not suitable they must be returned immediately in an immaculate and re-saleable condition and you will be refunded your order minus a delivery charge of £3.00.

How soon will my order be delivered?

UK Delivery – 2 to 15 working days depending upon product type
EU – 3 to 18 working days depending upon product type
USA – 7 to 28 working days depending upon product type

How do I set up an account?
When you place your first order with us a one click account is automatically set up for you. However, you can also set up an account without having to place an order. Simply click on the Your Account icon at the top of your screen and follow the instructions. All that is needed to set up an account is your email address. A password will be sent to your e-mail address. Please keep this safe for future reference. If at any stage you lose your password then please contact us.