Frequently Asked Questions
What Are You Looking For?
- Orders & Payments
- Shipping & Returns
- Glasses, Prescription & Lenses
- TAX refunds for overseas customers visiting the UK
If your question is not answered here, you can get in touch with us by:
- Email: email@example.com
- 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.
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 am shipping outside Europe/EU - do I have to pay TAX/VAT?
No, you will not be charged TAX or VAT at checkout. Select shipping country on the menu at the top of the page - this will display prices without tax. When you update your shipping country at checkout any tax payable will be applied/deducted as appropriate.
Shipping & Returns
How much is postage & packaging?
Shipping rates will be confirmed when you select your shipping address at checkout. Services & prices vary by country
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?
All frames are supplied with a tag attached. Do not remove this unless you are going to accept the product. Once the tag is removed we are unable to accept the frames for exchange or refund.
To arrange a return for exchange or refund, please contact us at email@example.com and we'll give you details how to return your item to us.
Within the UK, we offer one free 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.
Items must be returned with 14 days of receiving the item. Once returned, we can offer a refund or exchange.
As prescription lenses are a customised product, we are unable to refund the cost of prescription lenses, only the price of the frame.
For our international customers outside the UK, we accept returns or exchanges within 14 days of your receipt the item (the tag should not be removed). 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 frames being returned for exchange or refund, must have the tag attached and returned with the case and all accessories. Refunds and exchanges are only accepted once your returned items have been inspected.
Can you deliver to my work address?
Yes, we're happy to do this.
Important! Please ensure that you are able to receive deliveries to your place of work especially if you are not able to sign for your item personally. Items are considered delivered to you once signed for at your business premises.
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 presently do not offer varifocal lenses
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 lens options from standard to super thin options. The stronger your prescription the higher index package you should choose. However, for stronger prescriptions, our 1.67 (Gold package) and 1.74 (Platinum Package) are recommended. For extra peace of mind, you can also upgrade your lenses to the Kodak Clean and Clear option which has the best reflection free and anti scratch coating. This also comes with a 24 month 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. 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 practive.
Orders & Payments
"Can I claim the VAT back at the airport as I live outside the UK? I am foreign student/on holiday/visiting UK)
Unfortunately the VAT Retail Export Scheme does not cover any sales made by mail order, including internet sales. Any goods that you plan to reclaim tax for must be purchased from a high street retailer.
More information can be found here (specifically section 2.8) VAT 407 VAT Retail Export Scheme