20% OFF Frames   |   Code: 'SUMMER20'

Frequently Asked Questions


To save a phone call or an e-mail you may find the frequently asked questions below useful in addressing your query.


Should you not find the answer to you question below, please contact us or request we contact you.


Contact us

You can speak to a customer service agent on 03303 801 350 from 9am-5.30pm Monday to Friday (closed on Saturdays, Sundays & bank holidays).


Or send us an email for us to contact you

For queries out of business hours, or if it's more convenient for you to email, you can reach us on: support@opticians.superdrug.com. Let us know the best contract number to call you on and we will call you back within 48 hours during office hours.


If you have a question about your order or delivery status:

Please check the Delivery timescales. We always let you know what is happening with your order via email, so please check your emails too.




Orders & Delivery




General Information




Prescription Information




Lens Information




Frames




How do I order my new glasses?

Ordering your new glasses online is easy with us. All you have to do is:


  • choose your new frames
  • enter your lens options
  • enter your prescription details
  • pay using our secure server

Then your new glasses will be on their way to you in no time. We accept most types of credit cards and Accor Eyecare Vouchers. Happy shopping!




How long will it take for me to receive my new glasses?

It takes an average of 10 workings days for us to make and send you your new glasses. Your order is bespoke to you.




Do you offer a money back guarantee?

If there are any problems with your new glasses, we'll replace them free of charge. Our customer service team can be contacted as detailed above and will always try to deliver complete customer satisfaction. Please see your refunds & returns policy.


All returns are subject to our Terms of Sale.

 




Do you make children's glasses?

Unfortunately, we can't make glasses for children on our website by law. Under 18 eyes are continually developing so an eye test with an Optician is really important.




Why are your prices such great value?

All of our frames and lenses come direct from the manufacturer which allows us to offer them straight to you at excellent competitive prices. We work really hard to keep our costs down and are therefore able to pass these savings on to you.




Do low prices still mean high quality?

We use some of the most up to date technology to ensure your frame is cut to the highest standard. We also provide free coatings, free UV protection and a scratchproof film as standard. The frames are kite marked & stress tested to ensure the highest quality.




Do you take NHS vouchers?

Sadly we don't currently accept them online. However, we do accept Accor Eyecare Vouchers.




How do I find out my prescription?

Under the UK Opticians Act of 1989, it is the obligation of any optician to provide you with a copy of your prescription after your examination is completed. You do not have to purchase glasses from the optician you had your eyes tested at so do not feel pressured into doing so.




Do I need to send you a copy of my prescription?

No, you do not need to send us a copy in order for us to complete your order. However, if you would like us to enter your prescription or check this for you, you are welcome to send this to us via email, fax or post. Please ensure you include a copy of your order number on your prescription.




What if my prescription is outside of your range?

Should you not be able to order glasses due to your prescription being out of our range, please contact us with the details of the frames and lenses you require so we can advise on the availability for your prescription.




What if my prescription doesn't have a 'CYL' or 'AXIS' value?

The CYL and AXIS are used to correct an astigmatism. If you do not have an astigmatism, you will not have CYL or AXIS values included in your prescription.




My prescription has a prism, can you deal with this?

A Prism is to try and correct a lazy eye and indicates a more delicate condition, this is included with a prescription to correct some special conditions or some eye disorders (like squints) that require the focused image to move position.


We can cater for your prism, please select the correct prism values when entering your prescription (or send your prescription to us). Please note, there is an additional charge of £12.50 for prisms.




What happens if I enter information incorrectly?

Our customer services team will process your order and will spot any obvious mistakes before your order goes in to production. If you do realise you've made a mistake please contact us as soon as possible informing us of the error and we will correct this for you (providing your order is not already in production).




What materials do you use to make your lenses?

All our lenses are supplied by leading UK lens manufacturers, the lenses are made to the highest specification and all conform to British Standard BS2738-3 2004. All our lenses are made from CR39 and organic (plastic) materials.




Can you put new lenses in my old frames?

Yes, we can, please see here. This service is also known as 'reglazing'.




Do you sell varifocal / progressive glasses?

Yes, most of our glasses are suitable for this type of lens. You can select this lens type after choosing your frame (if available).




Can I order the frames without prescription lenses?

Yes, all frames can be purchased as just frame only (with manufacturers demo lenses) or with plano lenses (lenses with no prescription). If you are buying frames purely for fashion purposes and do not have a prescription, then we suggest choosing plano lenses. You will find this option after choosing your frame.




Can I use my contact lens prescription for glasses?

Unfortunately not. Prescriptions for contact lenses are different to regular glasses prescriptions.




What tints do you sell?

We offer a variety of different sun lens options including tints, polarised, photochromic, and Transition lenses. These sun lens options are available and are based on the lens index you select after entering your prescription.


For more information about tints, please see here




What if my frames need adjustment after I get them?

All frames are thoroughly inspected, aligned and professionally verified to the prescription given prior to shipping. If you need a minor adjustment, such as tightening loose arms or adjusting nose pads, you can take the to your local optician. Alternatively your may return them to us for correction, please contact us first so that we can advise you on our returns procedure.




How do I figure out the size of my frames?

All frames have size information included either on the arm or the bridge of the frame. For more information please see our frame measurement page.