Q. What are your office hours?

A. Our offices are open from 0830-1730 UK time every weekday, and 0900-1730 on Saturdays. If you require time-zone assistance, take a peek at this handy world time map.

Q. I've never ordered glasses online before, where do I start?

A. Please feel free to contact us for further assistance.

Q: How long will my order take?

A. Any non-prescription order of an item currently in stock placed before 1500 UK time will be processed for despatch the same day. Please allow 7 working days for the delivery of prescription orders within the UK, and 7 working days plus delivery estimations if international. General delivery times are as follows:

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?

A. Since we are strictly online, we do not have the same overheads as high street stores (such as higher rent, rates, eye testing equipment leasing, etc.), and are therefore able to undercut high street prices. Coupled with our high-volume sales, we are able to pass a larger savings onto you.

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?

A. Occasionally there may be a pricing anomaly on our wesite and you may find a lower price listed elsewhere. In this case, please submit a price match challenge for our consideration. This is not a guarantee and we reserve the right to decline. Challenges must be submitted before an order is placed and will not be considered afterwards.

Q. How can I pay for my purchase?

A. 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 WorldPay for online 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 Worldpay on the reliability of your payment. 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.

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?

A. Free shipping is available for all orders in the UK Under £100 orders are sent by Royal Mail First Class Recorded. Over £100 orders are sent Royal Mail before 1PM Special Delivery. Outside the UK, pricing varies depending on you country. Normally we can determine the expected delivery costs when you view a product, but if you're unsure ass the item to you shopping cart and proceed to the checkout page to get an accurate quote.

Q. I'm not in the EU - do I pay import duty for my delivery?

A. In most cases import duties and taxes are not applied when your parcel arrives, however please note that customers could be charged for some deliveries, once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office

Q: How do I get my prescription for glasses?

A. 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.

Q: How do I get my PD (Pupillary Distance) so I can order prescription glasses online?

A. 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.

Q: Do you supply prescription glasses for children or under 16s?

A. No. All children and under 16s who require corrective eyewear should be seen by their local optician to correctly fit their frames.

Q: How do I know which size frames to select?

A. There are a few ways to determine this:

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:

Chanel 5171 showing frame sizes

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?

A. In the case that you can't find an item you're looking for on our website, it may be that the product is relatively new and still to be added to our website, or alternately is a discontinued model that we no longer carry stock of. We can often obtain unlisted items, and are always happy to answer queries to find just what you are looking for.

Q. What is the length of warranty on frames?

A. All of our products are supplied with a minimum 1 year guarantee against manufacturing defects. In the unlikely event that you have an after sales issue please call our office. We will look after your needs and ensure that you are happy with our ongoing commitment to excellent service.

Q: What happens if there is a flaw with the item when I receive it?

A. Please notify us by email (info@pretavoir-office.co.uk) and then print off and fill out our returns form, which can be downloaded here. You will need to send the item with all its original packaging and the completed returns form back to us. For further information please read our Returns page.

Q: What is your returns policy if I don't like my sunglasses, optical frames or prescription glasses when they arrive?

A. Please notify us by email (info@pretavoir.co.uk) and then print off and fill out our returns form, which can be downloaded here. You will need to send the item with all its original packaging and the completed returns form back to us. Unfortunately we are unable to refund the cost of prescription lenses. For further information please read our Returns page.

Q. Where do I send returns?

A. Pretavoir
153 Howard St
G1 4HF

You must send your item back with our returns form via a recorded/signed for service as per our returns policies. For further information please read our Returns page.


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.

Post your comment