Q. What are your office hours?
Q. I've never ordered glasses online before, where do I start?
Q: How long will my order take?
Within the UK - between 1-3 working days
Western Europe - 2-3 working days
Eastern Europe - 3-5 working days
Everywhere else - 7-14 working days
If the item you have ordered is currently out of stock, we will e-mail you to advise the exact timeframe expected (typically no more than 3-7 working days additional). For more information, please see our Shipping and Returns page.
Q: How can you charge such low prices?
Q: Can I be sure your products are authentic?
A. Yes, all of our products are 100% authentic. We provide everything included by the manufacturer with all products, which in the case of luxury brands often include authenticity cards, care instructions, branded cleaning cloths and so on. Many premium items will have serial numbers printed on the frame and outer box. Other brands such as Chanel have a serial number engraved right into the lens. These anti-fraud measures allow you to verify the authenticity of your purchase.
Products are also supplied with items such as drawstring bags, cases and outer boxes. We are supplied direct by the manufacturer and the sunglasses or glasses you receive will be purchased from the same source as those supplied to boutiques on Rodeo Drive - LA, Sloane St - London and to other Opticians worldwide. Brands including Chanel, Prada, Bvlgari, RayBan and Oakley are supplied by Luxottica, and brands including Gucci, Dior, Marc Jacobs are supplied by Safilo.
As in any retail transaction, if you think that your purchase is not authentic you should contact your local Trading Standards office to help stop this practice.
Q: How does the Price Challenge work?
Q. How can I pay for my purchase?
There is an exception in the case of Chanel and Tom Ford eyewear. As part of our agreement with these companies all orders must be made in person either in store or by telephone. They will not allow automated purchases as 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.
Q. How much is Postage and Packaging?
Q. I'm not in the EU - do I pay import duty for my delivery?
Q: How do I get my prescription for glasses?
Q: How do I get my PD (Pupillary Distance) so I can order prescription glasses online?
Q: Do you supply prescription glasses for children or under 16s?
Q: How do I know which size frames to select?
Firstly, if you have been able to try on the frame locally prior to purchasing from us you will be able to obtain the size details from the frame. This information can most often be found on the inside of the right temple. You can expect to see a series of digits, for example:
On some frames this information may be on the left temple, or on the inside of the nose-bridge.
Secondly, if you are unable to try the frame on prior to purchasing you can measure your existing frame and choose a similar size. You can get this measurement by looking at the inside temple as described above, but if the numbers are unclear you can measure the frame manually, from one side of the lens to the other.
So for example, if you have tried a frame where the lens measures 50mm (or this is the size of your existing frame) and you are choosing between a 51mm and 53mm frame it is likely that the 51mm will be a better fit.
Of course this is no guarantee of an exact fit, however it does provide a guideline for choosing your frame. The most popular sizes for ladies optical frames are between 49mm and 53mm, for men 52mm-56mm.
Q. Can Pretavoir supply items not listed on the website?
Q. What is the length of warranty on frames?
Q: What happens if there is a flaw with the item when I receive it?
Q: What is your returns policy if I don't like my sunglasses, optical frames or prescription glasses when they arrive?
Q. Where do I send returns?
Have you visited our sister website, GlassesNow? GlassesNow allows next day delivery on all frames (including prescription lenses) anywhere in the UK and to selected European countries. If you need your frames by tomorrow, visit GlassesNow.