My Wishlist (0)

Frequently Asked Questions

    GET IN TOUCH

  • Contact Us

    • Email: hello@pretavoir.co.uk
    • Telephone: 0800 954 5689 (UK Freephone) +44 0141 552 5065 (from outside of the UK)
    • Livechat: Use the box at the bottom right of the page
    • Contact Form: Click here


    ORDERS AND PAYMENTS

  • How Do I Pay For My Purchase?

  • Payment can be made by Visa, MasterCard, American Express, and other credit and debit cards. We also accept payments by Paypal. We use Realex to process our card payments which will be encrypted and secure. All credit and debit card holders are subject to validation checks and authorisation by the card issuer.

    Pretavoir used the latest https website security 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.

  • 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). In the event the order has already been dispatched, you will need to return the order to our offices.

  • How long will my order take?

  • If your order is received before 4pm BST (3pm GMT) Monday to Friday we aim to dispatch on same day. Please allow an extra 4-6 days for prescription lens orders. If your item showed "Pre order. Dispatches in 6-10 days" then you should add 6-10 days before the expected dispatch date. You will see available shipping options at checkout./p>

      United Kingdom
    • 48 hour: 2 Days
    • 24 hour: Next Day
    • DPD: Next Day
    • Special Delivery: Next Day before 1pm
      Europe (Outside the UK)
    • Royal Mail Tracked: 3-6 Days
    • FedEx: 1-3 Days
      USA
    • Royal Mail Tracked: 5-7 Days
    • FedEx: 1-3 Days
      Rest of World
    • Royal Mail Tracked: 10-21 Days
    • FedEx: 2-5 Days
  • Can you deliver to my work address?

  • Yes, we're happy to do this.
    Items are considered delivered to you once signed for at your business premises. There are no exceptions to this, otherwise you should have delivery sent to your home address.

  • Can I track my order?

  • Yes, when we dispatch your order you will receive a tracking number. Please allow a few hours after email to check progress online.

  • Duty Free Shopping?

  • If you are outside of the EU then you will not be charged VAT Duty. You must select the correct country flag at top right hand corner of page to ensure that duty free prices are shown. We are unable to refund VAT if your item is delivered to a UK even if you are on holiday.



    RETURNS

  • I want to try on some glasses at home - how many can I order?

  • We ask that you order 1-3 frames to try at home. Please note that they must be paid for in full. We will refund for any items returned.

  • How do I return an item?

  • If you would need any help with your frames or to arrange a return, please contact us by phone or email.

    Please ensure that products are returned unworn and with all accessories supplied.

    We can only offer refunds or exchanges for items that still have the tags attached.

    For items with prescription lenses, we cannot refund the cost of lenses, as this is a customised item. For frames which include free lenses, we will refund the entire cost of the frame (i.e. the cost you paid) for the first return, subsequent returns will be refunded less £20.

    Please send your return to:
    Pretavoir Returns,
    153 Howard St,
    Glasgow,
    G1 4HF
    United Kingdom

    UK Returns

    We offer free returns within the UK, one per order. Subsequent returns are at the customer's expense.

    Please send your return using the prepaid Royal Mail Tracked returns service here: Free UK Return ❐
    Royal Mail will email the returns label to you to print at home. If you have no printer, the email will also contain a barcode that the Post Office can scan from your phone so they can print the label for you - please ensure you visit one of the Post Offices suggested by Royal Mail when creating your label.

    You must notify us within 14 days of receiving the item that you would like to cancel your order. The item must then be received by us within 14 days of this date.

    International Returns

    Unfortunately we cannot cover the cost of customer returns for unwanted items for our International customers.

    USA customers can use the 'Click and Ship' service from USPS.com - the approximate cost is $25USD - visit USPS here ❐
    Canadian customers can use the International service from Canada Post - the approximate cost is $30CAN - visit Canada Post here ❐
    Australian customers can use the 'Prepaid International Satchel' service from AusPost - the approximate cost is $30AU - visit AusPost here ❐

    You must notify us within 14 days of receiving the item that you would like to cancel your order. The item must then be received by us within 14 days of this date.



    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 presently do not offer varifocal lenses.

  • How do I get my prescription for glasses?

  • Once you've had an eye examination at your Optician / Optometrist, you should be handed your 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. You can then enter your prescription. 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?

  • You can ask the store where you last purchased glasses for your pupil distance (aka pd) measurement as they will have measured and noted on your records. Unfortunately as your request for this information is an indication that you are purchasing glasses online they may be reluctant to provide the pd. If this is the case please call our office and we will help you obtain by sending us a photo. We ask that the pd is provided for prescriptions greater than +/- 3.00 whilst lower prescriptions can be dispensed with an average value.

  • How do I know which lenses to choose?

  • We offer 4 lens options from standard to super thin options. The stronger your prescription the higher index package you should choose. 1.74 (Platinum) is the thinnest lens available whilst the regular thickness 1.5 (standard) is the thickest lens option. All of our lenses come with an anti reflection and anti scratch coating as standard however we recommend that you can also upgrade your lenses to the Kodak Clean and Clear option which is clearer, tougher and easier to keep clean. Is also comes with a 24 month no quibble damage replacement promise - if you damage your lenses for any reason we will replace them. If you are unsure which lens to order please call our office and we will give you honest advice.

  • Do you supply prescription glasses for children?

  • Supply of prescription glasses to those under 16 is not possible. However you may purchase the 'frame only option' and have lenses fitted by a registered Optician in their practice.



    AUTHENTICITY

  • Is Pretavoir an authorised retailer?

  • Yes, Pretavoir is supplied by all the major brands carried. We have accounts with Luxottica, Safilo, Marchon, Marcolin and each official distributor. We do not purchase products from third parties and have complete security in the authenticity of our supply chain.



    WARRANTY

  • How long is the warranty?

  • All sunglasses and glasses frames are covered by an international 24 month warranty. This covers faults covered by manufacturing defect and does not cover normal wear and tear of accidental damage. Sunglasses and glasses lenses are covered against manufacturing defects however not against scratches.