FAQ's

FREQUENTLY ASKED QUESTIONS:

Free shipping with the UK and £18 for the rest of the world.  You are welcome to return frames (glasses and sunglasses) to us for an exchange or a refund. All goods must be returned to us in stock condition within 28 days of receiving them. In the case of exchange, we will charge the additional shipping cost of £8 in the UK or £18 for international items.  Orders with prescription lenses are non-refundable.

Delivery

Q: Do you ship frames worldwide?
Yes, we do ship glasses and sunglasses worldwide, both prescription and frame only.

Q: How much does shipping cost?
Shipping for frames or sunglasses in the UK is free, and is £18.00 internationally.

Q: How long does my order take to get to me?
Once dispatched: 2-3 working days in the UK,  Europe 5-6 days, and for the rest of the world 6-10 days.

Q: How do you send parcels, can I track my order?
All parcels are sent by Royal Mail registered ‘signed for’ which has a tracking number. If you require the tracking number, please let us know and we will send it to you.

Q: Can I choose to have my parcel delivered the next day for the UK?
We currently do not have the option for next day delivery, but if in the future we do it will be advertised on the website.

Q: What if my parcel is damaged and it wasn’t my fault?
We always make sure that the frames we send out are in the best condition possible. If for whatever reason your frames arrive in a way that is not as it should be, please contact us and we will try to resolve this for you.

Returns policy

Q: Can I return frames if I don’t like them?
Yes, you can return frames without a prescription to us for an exchange or a refund. All goods must be returned to us in stock condition within 28 days of you receiving them. In the case of exchange we will charge the additional shipping cost of £8 for UK, or £18 for international items.

Q: Can I return glasses with a prescription in?
Unfortunately not, as your glasses are made to your specifications. We cannot repurpose the lenses for another frame.

Q: Will I get a full refund?
Once we receive goods back in the condition sent, we will issue a full refund for the frames. All refunds are issued in pound sterling. Any costs such as customs duty that occur for returned goods will be deducted from the refund. If you are returning from the US please take care when labelling. If you need assistance please contact us.

Q: Can Black Eyewear refund the shipping costs I had to pay?
We cannot refund any shipping costs that you may have incurred sending the parcel back.

Q: I made a mistake when ordering, what should I do?
Please contact us as soon as possible, by emailing us at admin@blackeyewear.com or phoning us on 01727 761 048 and we will do our best to sort it out for you.

Q: If I need to return glasses to you, what’s the best way to do so?
Please ensure that the package is wrapped well, and use a tracked service to ensure safe delivery of returned goods. Please add the correct amount of postage, otherwise, charges may occur. If you are returning from the US please take care when labelling the parcel. If you need assistance please contact us.

Payment

Q: How can I pay at Black Eyewear?
We accept all major credit and debit cards as well as Paypal.

Q: How secure is it to pay on your website?
All payments are processed via a third party payment provider. We never gain access to your credit card details at any time, and they are never kept on file.

Q: Can I pay over the phone?
Yes, we can process payments over the phone. You can call us on 01727 761048 to place your order.

Q: Do you ever offer promo or discount codes?
We do not currently offer any discount codes. If in future we do, they will be published on the website.

Q: Do you sell gift cards?
We do! Please call us during UK office hours and we can take payment over the phone and arrange to send out to you.

Frames

Q: Some frames have more than one frame size, like 48x22x140. What does this mean?
We have a size guide at the bottom of our product pages to help you understand this.

Q: Can I order frames with plain lenses that have no prescription in them?
Yes, we do fit plain lenses to all our frames if required. However, the plain lenses we fit will be of optical quality to avoid distortion. We mostly fit just clear plain lenses, but we are able to offer a variety of services. Please contact us if you require any of these services.

Q: Can I order a frame that comes in a sunglass only?
Yes, you can, but please contact us before you order.

Q: Can I order more than one frame at a time?
Yes, we ship a maximum of three frames per order. Orders exceeding three frames will be dealt with on a case by case basis. For orders of more than three frames: (1) If 50% of the order is purchased, no further charges will apply. (2) If over 50% of the order is returned, a 10% fee will be charged to cover extra admin costs.

Q: What if my frames are out of stock?
Our frames are usually shipped within 2/3 days of receiving your order. For frames that are out of stock, please contact us for more information.

Q: Do you offer a home try-on service?
You are welcome to purchase frames to try-on at home, we offer refunds or exchanges for any unwanted frames returned to us in stock condition within 28 days of you receiving them.

Your prescription

Q: How do I obtain my prescription?
Opticians must issue you with your prescription after your eye examination. If you are not given one, you should ask for it. We also recommend you ask the optician to include your pupilary distance (PD) measurement in your prescription.

Q: What does PD / Pupillary Distance mean?
PD is the distance between the centres of each pupil, which is a very easy measurement to take. We need this measurement so we can fit your lenses accurately. Your optician can give you this measurement on request.

Q: Can I measure my PD myself?
Yes, you can measure the PD yourself. Wearing your current glasses, look in the mirror. Close your right eye and, with a non-permanent marker pen, mark the centre of the left pupil on the lens. Repeat with the other eye. Measure the distance between the two dots and you’ve got your PD.

Lenses

Q: Do you sell glass lenses as well as plastic lenses?
We only sell ophthalmic quality plastic lenses since they are lighter to wear and more impact resistant. If you would like a quote for glass lenses please contact us.

Q: Don’t plastic lenses scratch more easily?
Hard ‘scratch resistant’ coatings and ‘anti-reflection’ coatings protect the surface of modern plastic lenses to a very high standard.

Q: What are anti-reflection coatings?
Anti-reflection coatings on your lenses reduce surface reflections that can get in the way of your vision. These reflections also make it difficult for another person to see your eyes clearly. We highly recommend these lenses for computer use and driving.

Q: Can I order high prescriptions?
Lens prices quoted on our website are for stock range lenses. If your prescription is high (over +5.00/-6.00sph and/or over +/- 2.00 cyl) or your lenses require a special size/tint/coating then we can order custom made lenses for you. We will inform you should this incur extra charges.

Q: Do you sell prescription sunglasses and other tinted lenses?
Yes, almost all our sunglasses can be fitted with your prescription, and we can copy the same tint that is in the sunglass if required. Alternatively, we can fit any colour you want a solid tint or graduated tint, light or dark. We can also fit photochromic or Polaroid lenses.

Q: Can I order Bifocal or Varifocal lenses?
Yes, we can supply Bifocal and Varifocal lenses in all types, tints and sizes. However, in addition to your PD measurement, we need another important measurement to fit these lenses correctly.

For Bifocals, we need the height in mm of the segment top from the lower rim of the frame.

For Varifocals, we need the height in mm of the fitting cross from the lower rim of the frame.

 

Have a question that’s not been answered? Please contact us at hello@blackeyewear.com and we will do our best to help you.

search