FAQ's

FREQUENTLY ASKED QUESTIONS:

Free shipping within 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.

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

Orders

Q: WHAT INFORMATION DO I NEED BEFORE PLACING A PRESCRIPTION ORDER ONLINE?
To order glasses with prescription lenses you’ll need your current prescription including your pupillary distance (PD). 

Q: HOW DO I CHANGE OR CANCEL AN ORDER AFTER IT HAS BEEN PLACED? 
We start processing orders a soon as possible. We always try to accommodate any changes where possible and if received in time. If you’d like to make any changes please get in touch with us as quickly as you can at hello@blackeyewear.com.

Q: HOW DO I TRACK MY ORDER?
You should receive a tracking number with the shipping confirmation email. If you didn’t and require the tracking number, please email us at hello@blackeyewear.com and we will send it to you.

Q: CAN I RETURN MY FRAMES IF I CHANGE MY MIND?
In the event that you’re not satisfied with your new frame, we are happy to offer a full refund* or exchange within 28 days from the date you receive your order. Please check our returns policy for details.

Q: CAN I ORDER PRESCRIPTION LENSES ONLINE? 
All our frames can be purchased with or without prescription lenses. We’ll just need your most recent prescription and pupillary distance.

Q: CAN I ORDER NEW LENSES FOR MY CURRENT BLACK EYEWEAR FRAMES?
If you own a pair of Black Eyewear glasses but your prescription has changed then we can definitely produce new lenses for your glasses. Please email us at hello@blackeyewear.com and we will happy to assist you.

Delivery

Q: WHAT COUNTRIES DO YOU SHIP TO?
We offer worldwide shipping for both prescription glasses and frame only. There is a shipping fee of £18 for all international orders.

Q: WHAT ARE YOUR DELIVERY FEES?
Black Eyewear offers free delivery to all UK destinations. A shipping fee of £18 will be automatically added at checkout to all international orders.

Q: WHEN WILL MY ORDER BE SHIPPED? WHEN WILL IT ARRIVE?
We always aim to dispatch orders placed before 10 AM on the same working day. Orders made after 10 AM are expected to be dispatched by the following working day. The delivery date will vary depending on the nature of the order and on specific prescription requirements.

Estimated delivery times:

UK: 2-3 business days
Europe: 5-6 business days
Rest of the world: 6-10 business days

Please note that delivery times are guidelines only. Black Eyewear does not take responsibility for any delays due to high season delays or payment issues.

Q: HOW WILL MY ORDER BE DELIVERED? 
All parcels reaching UK destinations are sent by Royal Mail registered ‘signed for’ delivery and all international orders by Royal Mail international partners.

Q: CAN I TRACK MY ORDER?
You should receive a tracking number with the shipping confirmation email. If you didn’t and require the tracking number, please email us at hello@blackeyewear.com and we will send it to you.

Returns & Exchanges

Q: WHAT IS YOUR RETURN POLICY?
We offer a 28 day return policy from the date you receive your order. All items must be in stock condition, unworn and you must include the case and cleaning cloth.
Once we have received your items back we will process your return and issue a full refund within 5 working days. We will however not refund shipping costs or cover the cost of return shipping.

We recommend that you select a safe/traceable delivery service, retaining proof of postage as all returned goods remain the responsibility of the sender until received by Black Eyewear.

For more information on where to send your glasses to you can contact us at hello@blackeyewear.com.

Q: CAN I RETURN MY ORDER IF IT INCLUDED A PRESCRIPTION?
Unfortunately, we are unable to offer a refund on orders including prescription lenses as those are custom-made to suit your individual needs. If you wish to exchange your frame for new colour on the same style, please contact us at hello@blackeyewear.com and we’ll do our best to accommodate your request.

Q: DO I HAVE TO COVER THE COST OF THE RETURN SHIPMENT MYSELF?
We currently don’t offer shipping costs refunds for any return, please ensure you add the correct amount of postage as charges my occur.  To avoid customs charges please clearly label the parcel with a customs declaration, stating “Returned Goods NCV (No Commercial Value)”. Any extra costs such as customs duty for returned goods will be deducted from the refund.

If you are returning from the US and need assistance please contact us at hello@blackeyewear.com.
In the case of exchange we will charge the additional shipping cost of £8 for UK, or £18 for international items.

Q: CAN I EXCHANGE MY GLASSES FOR ANOTHER MODEL OR COLOUR?
You are always welcome to request an exchange for a different colour or model within 28 days from the date you receive your order. Once we have received your current frames, we will send you your new pair. Please note, we won’t be able to offer an model exchange on orders including prescription lenses. 
In the case of exchange we will charge the additional shipping cost of £8 for UK, or £18 for international items.

Q: WHAT CAN I DO IF I HAVE A QUESTION ABOUT MY RETURNED ORDER?
For any question regarding your returned goods please contact us at hello@blackeyewear.com.  

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.

OUR SERVICES

Q: CAN I GET MY FRAME TO FIT BETTER?
Black Eyewear offers a Complimentary Adjustment Service to all customers, no appointment required.
We believe that regular maintenance is the key to ensure that your frame will continue to fit you comfortably and guarantee good vision. Visit one of our stores and we will be happy to assist you free of charge, you can find our store addresses and opening hours here

Q: HOW CAN I HAVE MY FRAME REPAIRED?
We offers complimentary in-store Small Repairs Service for all Black Eyewear frames, our team will be able to carry out most repairs while you wait. If you’re in need of a more complex repair, visit one of our stores or email us at hello@blackeyewear.com and we’ll advise on the options.

Q: DO YOU OFFER A FRAME FITTING SERVICE?
We offer an exclusive individual fitting consultation to all our in-store customers. During your visit, one of our highly trained team members will discuss your specific requirements and help you choosing the perfect frames for your unique facial features.

Q: DO YOU OFFER EYE TESTS IN STORE? 
We are currently able to offer appointment based eye test in our St Albans store only. Please contact the St Albans team directly for appointment bookings, you can find all of our store addresses and opening hours here.  

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.

OUR STORES

Q: WHERE CAN I BUY BLACK EYEWEAR?
You can buy BLACK EYEWEAR frames from our website or visiting one of our stores. You can find all of our locations and opening hours here.

Q: WHERE ARE YOUR STORES LOCATED?
We currently have two stores in the UK, one in London and one in St Albans. You can find out more about our locations and opening hours here.

Q: IS THE ALL COLLECTION AVAILABLE TO TRY IN STORE? 
We offer a large selection of frames online, the range in each Black Eyewear store might vary slightly due to current stock. If you are interested in a particular style or colour, please email hello@blackeyewear.com or contact one of our stores directly and we will be happy to assist you.

Q: DO YOU OFFER EYE TESTS IN STORE?
We are currently able to offer appointment based eye test in our St Albans store. Please contact the St Albans team directly for appointment bookings, you can find our store address and opening hours here.  

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