Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Happiness Team via email (below).

How can we help?


Do you have any questions on prescriptions, frames or shipping? Check out our helpful FAQs section to answer any questions you might have. If you can’t find the answer your looking for in the FAQs please get in touch by email or live chat and we will be happy to help.


What information do I need to place an order?

Ordering glasses with prescription lenses is very straightforward. All we need is your current prescription, dated within the last two years and your PD measurement (see below).

To order non prescription frames we don’t require any additional information from you.

How do I get a copy of my prescription?

This is surprisingly easy! Your optician is obliged to provide you with a copy of your prescription after your eye test. If they don’t give you this, make sure you ask them. For the best results, you should also ask them for your pupillary distance (PD) measurement. As well as that you can ring them and ask them to provide you with a copy of your prescription.

How recent does my prescription need to be?

Your prescription must be no older than two years. The recommended intervals between eye tests vary depending on your age and health. Therefore it is very important to have your eyes tested regularly.

Why does it need to be recent?

An eye test is not just about getting a new pair of glasses. Above all it’s a vital health check for your eyes and your general health. It can pick up on eye diseases such as glaucoma, the second most common cause of blindness which is preventable. In addition to this it can also spot diseases such as diabetes and high blood pressure. In conclusion, if you have diabetes or high blood pressure, you need to have regular check-ups to make sure your retina is not damaged and to prevent your vision from getting worse.

How to read your prescription?

We recommend uploading a picture of your prescription and we will read it for you. You can upload it during the checkout process. Alternatively, you can send it to us later at any time by email or live chat.

How do I submit my prescription

You can upload a picture of your prescription when adding your frames to the cart. Alternatively you can choose to send us your prescription later.  This can be done by email, live chat or even social media.

What is Pupillary Distance and how do I measure it?

Pupillary distance (PD) measures the distance between the centers of your pupils. This measurement is used to determine where you look through the lens of your glasses. Therefore it is very important for us to make your glasses correctly. If your PD isn’t provided on your prescription we can measure it for you.

Follow these steps to upload a PD photo. This can be uploaded during the checkout process or sent to us later via email or live chat.

How to measure PD

Step 1. If you’re wearing glasses please remove them first.

Step 2. Find a well lit area and look directly at the camera with your face centered on the screen.

Step 3. Place any credit card sized card under your nose and take the photo. Selfie mode works well for this. Make sure the card is touching your face. Upload it and you’re done!

What kind of lenses and coatings do you offer?

See our lenses page here for more information about our lenses and coatings.

What if you have a strong prescription?

People with strong prescriptions may need to select thin lenses which will incur an additional cost. Hi index (thin lenses) can be added to your order when selecting your frames.

Due to the prescription strength your lenses may need to be slimmed to ensure the optimum cosmetic outcome. In addition, it will also reduce the overall weight of the lenses.

If you're not sure what lenses to select then feel free to get in touch with us. Our optician will review your prescription and we will give you a recommendation on what lens type would work best for you.

Lens Types

Check out our lenses page for more information on these lenses and for the costs of each type.

Is my prescription too strong?

Please note that we are unable to dispense some prescriptions. Such as:

Orders for very strong prescriptions such as where the combined power of both the spherical & cylindrical component is greater than +/- 7 

Where the cylindrical power is over +/- 4

If there is more than 5.00 D difference between the right and left eye

If your prescription has a correction for prism

Shipping, Returns & Exchanges

How much does shipping cost?

All orders €100 and above include free shipping to the Republic of Ireland.

We ship worldwide and our shipping rates are as follows:

Ireland orders over €100: Free

Ireland orders €99 and under: €5

UK: €10

EU: €10

Rest of World: €10

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.

How long does shipping take?

For Prescription glasses delivery time depends on a number of factors:

Whether your order is complete (Do we have your prescription and PD?) Some glasses take longer due to the more complex lens combinations, e.g. high strength prescriptions.

There may also be a delay if our optician needs to contact you about your order.

Standard Prescription Glasses

The majority of prescription glasses that are less than +/- 4.0 orders are shipped within 5 business days from order date if ordered before 12pm.

Complex Prescription Glasses

If you choose thinned lenses there will be additional time needed to process the order. We aim to dispatch these orders within 14 days. Other examples that may take up to 14 days include polarised prescription sunglasses. If you have any other questions on delivery time please contact support.

Returns and Cancellations

Please see Terms and Conditions Section 8 here for our Returns and Cancellations Policy.

Alternatively, please contact us on social media or at if you have any other questions on return, cancellations or exchanges.

Get in touch

Have questions about your order, or a general enquiry?