Frequently Asked Questions
What Are You Looking For?
If your question is not answered here, you can get in touch with us by:
- Email: firstname.lastname@example.org
- Telephone: +44 141 552 5065 or 0800 954 5689 (UK Freephone number)
- Livechat: Use the box at the bottom right of the page - UK office hours only.
- Contact Form: Here
Orders & Payments
How do I pay for my purchase?
Payment can be made by Visa, Visa Electron, MasterCard, American Express, Delta, and Maestro debit cards, and any other methods which may be clearly advertised on the site from time to time. We use Realex to process our card payments, which has an exemplary reputation. Your credit card details will be encrypted and safe. All credit and debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to Pretavoir, we will not be liable for any delay or non-delivery. We also reserve the right to take advice from Realex on the reliability of your payment.
We also accept PayPal (available from the shopping cart page), and Amazon Payments which allows you to login to your Amazon account and use one of your stored Amazon payment methods.
You will notice the 'https' (rather than the usual 'http') in the address bar of your browser in certain parts of the site. This lets you know that your current connection to us is encrypted, so any data you enter will be safe. We use this on pages where you enter personal details in order to keep them secure. We do not store or see any credit card numbers.
Where do I input my discount code?
This can be done on the Shopping Cart page. Click the link 'Apply Gift Voucher' under the products, enter the code into the box and press 'Apply'.
My discount code doesn't work, what should I do?
If you got your code from our customer service staff, then get in touch and we'll fix it for you. If your code came from an external site (such as a voucher code site) then it is probably no longer a valid offer. We haven't given out codes to voucher code sites for several years now, so they don't tend to work. Our prices are already very low, but further discounts can be found in our sale section if you're after a bargain. Alternatively, join our mailing list at the bottom of the page and we'll tell you when we have any offers on.
How do I pay for Chanel eyewear?
As part of our agreement with Chanel, all orders must be made by telephone (or in store). They will not allow automated purchases in order to maintain the exclusivity and customer experience related to purchasing their products, so we therefore ask that you please call our office to purchase these brands. We have a UK freephone number (0800 9545689) or you can call +44 141 5525065. Alternatively, we are happy to call you, if you get in touch with us by email at email@example.com.
How do I cancel or amend an order?
In some cases, we might be able to cancel or change an order before we dispatch it. In this case, you should call us as soon as possible on either 0800 9545689 (UK) or +44 141 5525065 (International) and we will do our best to accomodate you. In the event the order has already been dispatched, you will need to return the order to our offices - please contact us (firstname.lastname@example.org) first to arrange a return and we will send you a returns pack with a pre-paid package.
How long will my order take?
We aim to dispatch everything on the same day the order is placed, although with prescription frames and occasionally other issues, this isn't always possible. Within the UK, we offer a next day shipping service (from the day of dispatch). Internationally we aim for the following shipping times:
- Western Europe - 2-3 working days
- Eastern Europe - 3-5 working days
- Everywhere else - 7-14 working days
For prescription orders, please allow an extra 7 days to make your lenses, though we aim to turn things around quicker than this, normally 2-3 days. On the rare occasion that your frame is out of stock, we will email you to advise the expected time frame. This is typically 3-7 working days extra.
I live outside the EU - do I have to pay VAT?
If you visit our worldwide or USA stores (by using the store switcher either when you first come onto the site, or the drop down menu on the top right of each page) you will see the price excluding VAT. If you are visiting our international stores, it is assumed your delivery address (not your billing address) is outside the EU and you will only see VAT free prices. If you are using an international store and your delivery address is IN the EU, you will have VAT added to your order. Please note that VAT refers to Value Added Tax, a charge paid to the UK Government. It does not refer to import duty or FDA charges - these are paid to the government of the country where the item is being received and we have no control over these charges - they are not always charged and they vary from country to country.
Shipping & Returns
How much is postage & packaging?
We offer free shipping on all orders, UK & Worldwide. For UK orders under £100, shipping is via Royal Mail 48 Tracked. In this case, you may upgrade to Royal Mail 24 Tracked for £3.00, DPD Next Day or Special Delivery (Guaranteed before 1pm the next day) for £6.00. For UK orders over £100, your order will be shipped via Royal Mail 24 Tracked, or you can upgrade to DPD Next Day or Royal Mail Special Delivery for £3.00 . DPD will tell you which hour of the day your package will arrive, as well as being able to instruct the driver via text message to leave with a neighbour or in a safe place.
For international orders, the free shipping service uses Royal Mail, with packages being passed onto your country's local postal service upon entry. We also offer premium international shipping services including Fed Ex starting at £19.99.
I want to try on some glasses at home - how many can I order?
If you order more than 3 pairs of glasses or sunglasses, and return all items for refund or exchange, we will charge a restocking fee of 10% of the total order. We recommend that customers order 3 or fewer items.
How do I return an item?
Within the UK, we offer a free first return per order. This means, for each order you can return it once for free, unless the product is faulty - we will cover all delivery costs on returning any faulty products. If you need to return something, get in touch with us at email@example.com and we'll send you out a pre-paid returns label.You just need to stick this onto an appropriate box containing your eyewear and post it back to us for free. Items must be returned with 14 days of receiving the item. Once returned, we can offer a refund or exchange. We regret we cannot refund the cost of prescription lenses (in many cases, lenses are included with a frame. In this case, the entire cost of the product will be refunded).
Note that if you are near the Glasgow area, you can drop returns into our partner company's city centre store (i2i Optometrists, 153 Howard St, G1 4HF) but we do ask that you let us know you are returning first.
For international returns, we accept returns within 14 days of receiving the item and We can offer an exchange or refund. We only cover the cost of return postage if the item is faulty. If the item is not faulty, the customer must pay the return postage. We recommend you send your item back to us using a recorded/signed service - we don't accept responsibility for items damaged in the post.
All (non-faulty) returns must be in perfect condition in order to be accepted.
Can you deliver to my work address?
Yes, we're happy to do this.
Can I track my order?
Yes, when we dispatch your order you will receive a tracking number with a link to the courier's website. Note that this tracking number will only work once the item has been scanned - this can take an hour or two after dispatch.
Glasses, Prescriptions & Lenses
How do I order 'fashion' lenses with no prescription?
You need to select 'Buy with Prescription', then 'I'll enter my prescription manually'. You need to choose 'Plano/Infinity' under sphere and make sure everything else is '0' or 'none'. PD can be left as 'Average'. You should choose the standard lenses, since you have no prescription. Note that if you choose 'Frame Only', you will receive a dummy demo lens which often includes the brand logo which can obscure your vision.
Do you sell varifocal lenses?
We do indeed. It's a slightly more involved process than single vision lenses, so we require you to give us a call and we'll talk you through the process.The savings on lens costs are certainly worth it!
How do I get my prescription for glasses
Once you've had an eye examination at your local opticians, you should be issued with a prescription by law. If your Optician does not give you your prescription as standard, you should ask for this. You may already have a prescription from a previous sight test, and providing it is still valid you can use that (prescriptions are normally valid for two years from the date of the eye examination). If you have any difficulty please contact us and we would be happy to assist you further.
How do I input my prescription on your website?
When you have chosen your frame, click the 'Buy with Prescription' button. If you are confident you understand how it works, you can enter your prescription manually. Alternatively, you can select 'I Will Upload My Prescription' which allows you to select or take a photo on a mobile phone or tablet, or select an image from your computer. If you are still unsure you can select 'Please contact me regarding my prescription' and we will get in touch and talk you through it.
How do I get my pupil distance so I can purchase glasses online
There are several ways to do this: obtaining the measurement from your optician is the easiest one, though they may not always be willing to provide this information. If this is the case, there are methods you can use to easily measure this yourself. You can read more about obtaining your PD on our pupil distance page. Please note that for less-strong prescriptions, you may not need your PD at all - we are happy to advise you if you get in touch at firstname.lastname@example.org or call us on +44 141 5525065.
How do I know which lenses to choose
We offer 4 levels of lens packages, with more expensive lenses being thinner. The stronger your prescription the higher index package you should choose. For most prescriptions our Silver package is the most popular. However, for stronger prescriptions our 1.67 (Gold package) and 1.74 (Platinum Package) lenses should be considered. For lower prescriptions these offer no real benefit, so our Standard 1.5 or Silver 1.6 packages would be suitable. Our most popular choice is the Silver package, which should suit most prescriptions. For extra peace of mind you can also upgrade your lenses to a Super Lens which comes with a 2 Year (24 months from delivery date) no quibble damage replacement promise - if you damage your lenses we'll replace them. If you are unsure which lens to order, our optically-trained customer service team are happy to help. All of our prescriptions lenses are overseen by our in house GOC registered opticians & in house optical lab technicians.
Do you supply prescription glasses for children?
No. All children and under 16s who require corrective eyewear should be seen by their local optician to correctly fit their frames.