Help & FAQ

We have created this Help section to answer your frequently asked questions and provide you with guides that will make the process of buying prescription glasses online easier. Want to know how to check your frame size or read your prescription or how to measure your pupillary distance? Just select the relevant guide and read all about it.

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Frequently Asked Questions

Your Prescription

Frequently asked questions related to your prescription are given below, if you have other questions, please just send it to [email protected]

Where can I get a copy of my prescription?

You can get a copy of your prescription from your optician. Your optician is legally obliged to provide you with a copy. If you have lost your copy, you can just go back to your optician and they will print one for you.

How old can my prescription be?

According to UK laws, the prescription cannot be more than 2 years old. The frequency of your eye tests will depend on your age and health. At the time of your eye test, your optician will advise you on how frequently you need to get your eyes tested.

How can I understand my prescription?

We have a prescription guide which you can refer to in order to understand your prescription. Or simply contact us and we will help answer your questions.

What is a pupillary distance (PD)?

Pupillary Distance or interpupillary distance is the distance between the centres of the pupils in each eye.

How do I find out my pupillary distance (PD)?

You can ask your optician to provide your PD. Alternatively, you can refer to our PD Measurement Guide which will guide you on how to take a picture and send to us so we can calculate your PD using our special algorithm.

What is the prescription range covered by Frames Foundry?

Frames Foundry can only fulfil orders within the following ranges:

  • The combined total of Sphere (SPH) and Cylinder (CYL) is below +/-7
  • The Cylinder (CYL) is below +/-4
  • The difference in the prescription between the two eyes should be below 3.5 Dioptres
  • At this point in time, we cannot offer any prescription with prism

Returns & Exchanges

Frequently asked questions related to returns and exchanges are given below, if you have other questions, please just send it to [email protected]

What if my prescription lenses are not correct?

If your prescription lenses are not correct, we will replace them completely free of charge as long as you return them to us within 14 days of the original despatch date. Frames are not covered under the lens guarantee.

Follow these steps to send us your glasses:

Step 1 - Call us at 0118 4028929 or email us at [email protected] and we will guide you on what to do.

Step 2 - Read the FAQ about returning an item from within or outside UK.

Note: Do not try and fix the lenses yourself or else our lens guarantee will be void. Glasses must be returned to us in the same condition as received.

How to return or exchange an item (for UK customers)?

The following conditions need to be fulfilled in order to successfully process your return or exchange:

  • You will need to let us know within 7 days after the item has been despatched
  • The item needs to reach us within 14 days of the original despatch date
  • All items are returned in their original condition along with all accessories
  • You were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs

If you are returning an item from within UK, please follow these 3 easy steps:

Step 1 - Inform us about the return within 7 days

Please call us at 0118 4028929 or email us at [email protected] briefly explaining why you are returning the item. We will then guide you on the next steps.

Step 2 - Check your return package checklist

  • Item being returned
  • Case
  • Cloth

Step 3 - Mail the package to us

We highly recommend buying insurance for your package in the unlikely event that the courier or postal services loses your package. We will not be held accountable for lost packages.

Send the package to the following address:

Frames Foundry
Berkshire Optics Limited
Returns
Indigo House, Fishponds Road
Wokingham RG41 2GY

How to return an item from outside UK?

For international customers, the following conditions need to be fulfilled in order to successfully process a return or exchange:

  1. You will need to let us know within 14 days after the item has been despatched
  2. The item needs to reach us within 14 days of notifying us
  3. All items are returned in their original condition along with all accessories
  4. You were not advised when you purchased (by our opticians or by information on the website) that your original order was inappropriate for your needs

Please call us at 0118 4028929 or email us at [email protected] briefly explaining why you are returning the item. We will then guide you on the next steps.

Our working hours are Monday - Friday: 9:00am - 5:00pm GMT

Delivery

Frequently asked questions related to delivery and shipping options are given below, if you have other questions, please just send it to [email protected]

When will I receive my glasses?

Prescription glasses normally take 7 to 10 days to prepare depending on the prescription. Thereafter they are despatched to you. More complex prescriptions can take longer to prepare. All our local UK, EU and International orders are delivered by Royal Mail who makes sure that your parcel is delivered to you in time. If you have received a despatch confirmation email from us, but you have not received the items after 7 days then please get in touch with us so we can track your parcel. If you have any questions, please feel free to call us at 0118 4028929 or send us an email at [email protected].

What are the delivery costs?

All our orders are delivered by Royal Mail. The delivery costs are given below:

  •  UK first class signed for £4.50 
  •  EU delivery cost £15
  •  International delivery cost £15.00
  •  All orders above £55 are delivered free of charge

View complete delivery terms.

What if my glasses are damaged?

We pride on our high standards of quality and make every effort to ensure that you receive your glasses in perfect condition. If you find any problem with the glasses, please call us on 0118 4028929 or send us an email at [email protected] and we will try and resolve the problem as soon as possible.

Your Orders

Frequently asked questions about your orders are given below:

How do I cancel my order?

You may cancel your order within 48 hours provided we have not shipped your order. To cancel your order, call us on 0118 4028929 or email us at [email protected].

Note: After 48 hours, we may charge you for the restocking fee for the frames and/or lenses if you decide to cancel your order.

Can I order glasses for children?

No, we do not dispense glasses for children online. It is illegal to dispense glasses for children under the age of 16 online.

Will you prepare glasses if my prescription is complex?

If your prescription is complex, please discuss with us by calling 0118 4028929 or send us your prescription and enquiry details to [email protected].

Can I use the same prescription for glasses and contact lenses?

No, different eye tests are conducted for prescription glasses and contact lenses. Hence you require a different prescription for prescription glasses and for contact lenses.

What if my glasses are damaged?

We pride on our high standards of quality and make every effort to ensure that you receive your glasses in perfect condition. If you find any problem with the glasses, please call us on 0118 4028929 or send us an email at [email protected] and we will try and resolve the problem as soon as possible.

What if my prescription lenses are not correct?

If your prescription lenses are not correct, we will replace them completely free of charge as long as you return them to us within 14 days of the original despatch date. Frames are not covered under the lens guarantee.

Follow these steps to send us your glasses:

Step 1 - Call us at 0118 4028929 or email us at [email protected].

Step 2 - Read the FAQ about returning an item from within or outside UK

Note: Do not try and fix the lenses yourself or else our lens guarantee will be void. Glasses must be returned to us in the same condition as received.

Privacy Policy

Frequently asked questions related to our privacy and cookie policy are given below:

What information do we collect?

We collect information from you when you register on our website, place an order, take part in a marketing campaign and send us your prescription. We also collect information about consumer behaviour, site navigation and trends on our website. When ordering through our website, you may be asked for name, telephone, mailing address and credit card information. However, you may choose to browse through our website as an anonymous user.

What is a cookie?

A cookie is a small file that our website transfers to your computer's hard drive through your web browser. After the cookie is stored on your computer, our system will be able to recognise your computer which will help us remember your preferences and will save you time next time you visit Frames Foundry. Cookies also help us to keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

How do I remove or disable a cookie?

You can change your browser settings to either disable or remove the cookies from your computer. If you turn off the cookies, some of the website functions may not work properly and none of the other websites will be able to save cookies on your computer. To learn more about cookies and how to disable/remove them, please go to https://ico.org.uk/for-the-public/online/cookies/.

How do we use the data/information we collect?

We may use the data or information that we collect in one of the following ways:

  1. To give you a personalised experience on our website
  2. To improve our website on the basis of the feedback that you provide
  3. To provide better customer service and support
  4. To manage a marketing campaign, contest or a promotion
  5. To send you email updates, promotions and offers 

Do we disclose any information to third parties?

Your information collected by our website directly or through cookies will never be sold, exchanged, transferred, or given to any other company, without your consent, for any reason other than for the express purpose of delivering the purchased product or service you have requested. We may share your billing information with the external payment service providers we partner with, but only as is necessary for the processing of your payment or to prevent or detect fraud. These companies have agreed not to retain, share, store or use your Personally Identifiable Information which we pass to them for any secondary purposes.

How can you contact us?

if you have any questions about our privacy or cookie policy, please call us on 0118 4028929 or email us at [email protected].