Home Frequently Asked Questions
Below are our most commonly asked questions. If yours isn't answered please don't hesitate to call us on 0161 790 0800.
Ordering
- What will I require to place an order with Glasses Complete?
- Will you be receiving orders between Christmas and New years?
- When can I place my order?
- How do I obtain my prescription?
- Can I place an order offline?
- How can you charge such low prices?
Lenses & Coatings
- What are the lenses made of?
- Do you sell prescription sunglasses and other tinted lenses?
- What about lens coatings?
- Do you sell bifocal lenses?
- What is the segment shape of bifocal lenses?
- Do you sell varifocal lenses?
Delivery & Postage & Packaging costs
- How long will my glasses take before they are ready?
- Can I request an earlier completion for my order?
- Is your packaging the right size for letterboxes?
- What are the Postage and Packaging costs?
Prescription
- "Near", "intermediate" or "distance" prescription?
- Can I use my contact lens prescription for ordering glasses?
- What is my Pupilary distance (PD), and how do I obtain it?
- I don't understand what my prescription says
After Support
- What if I entered some information incorrectly?
- What if my frames need adjustment after I receive them?
- What is your guarantee policy?
- What is your RETURNS policy?
- Can I exchange my glasses for a higher priced pair?
Payment
- What are the available methods of payment?
- Do you accept NHS Glasses Vouchers?
- Is the Payment page Secure?
Other
- Can I just order frames with lenses that have no prescription in them?
- Can you read my prescription off my existing glasses?
- Can you re-glaze (i.e. put new lenses into my existing frames) my existing frames?
- Can you reglaze any frame?
- What do the Frame Measurements mean?
- I have more questions
Free Anti-Reflective Coating
Ordering
Q1. What will I require to place an order with Glasses Complete?
- Your prescription from your optician.
- It has to be valid (i.e. within 2 years)
Q2. Will you be receiving orders between Christmas and New years?
- Yes. We receive orders 24 hours a day, 365 days a year.
- Our customer service team will be on holiday from 22nd December 2006 until the 2nd January 2007.
- All orders received inbetween 22/12/2006 and 02/01/2007, will be automatically processed in the new year.
Q3. When can I place my order?
- Our automated online ordering system, securely accepts orders: 24 HOURS A DAY 365 DAYS A YEAR!
- Telephone orders are accepted only during our Office Opening Times.
- Mail orders are accepted always, 7 days a week.
- FAX orders are received always, 7 days a week.
Q4. How do I obtain my prescription?
- After your eye test, your optician will give you a copy of your prescription.
- Your optician has to legally give you a copy of your prescription and cannot refuse to do so.
Q5. Can I place an order offline?
Yes, you may order from us without going through the website. You may either:
- Call us on 0161 790 0800 to place an order over the phone, or
- Download our Paper Order Form which you can use to place an order by post or fax. Details of how to send it to us are included on the form.
Q6. How can you charge such low prices?
We can charge £15 for a complete pair of glasses because;
- We have a strong buying power, this allows us to acquire quality goods at competitive prices directly from the manufacturers,
- We operate our own state of the art Optical laboratory which comprises the latest computerised CNC machines. This allows us to offer an efficient, value for money and most important of all "Quality" service,
- Our company works on Low profit margins. Unlike High street Opticians,
- We do not have to pay high rents for large high street shops,
- We do not have to employ a large number of retail sales staff as high street stores do,
- We have years of honest reliable relationships and contacts with fellow optical manufacturers and optical laboratories.
Therefore we can pass on some of our cost saving methods to you, our customers!
Lenses & Coatings
Q7. What are the lenses made of?
- We use optical lenses made from CR39 plastic for most of our glasses. These are the most popular optical lens, the same lenses as used in high street opticians
- For our 'thin' lenses, we use a higher index material to make the lens thinner and lighter.
- For glass lenses ring customer services to discuss the glass lens prices (0161 790 0800).
Q8. Do you sell prescription sunglasses and other tinted lenses?
- Yes.
- Includes a variety of tint colours and tint depths (standard 15-25% light transmittance),
- "Transition" photosensitive lens; clear in normal lighting conditions, goes dark to grey or brown tint under sunlight and includes a 100% UV filter.
- Polarising lenses to counteract glare,
- These options can be specified when ordering.
- Sunglasses tint (£10 extra)
We offer a number of different lens coatings:
- Anti-reflective coating (£15 extra)
- UV 400 protective coating (£10 extra)
- Scratch resistant coating (£5)
Q10. Do you sell bifocal lenses?
- Yes,
- Only advisable if your last optician has recommended them,
- Bifocal lenses are an additional £20 (R-22 and D-28).
Q11. What is the segment shape of bifocal lenses?
- The segment is the portion at the bottom half of the lens that is used for near/close reading.
- We use D28 bifocal lenses. These are 28mm wide "D" shaped segments that are positioned vertically 3mm below the centre of the lens and the R22 bifocal lenses are 22 mm wide, round shaped segments that are positioned vertically 3mm below the centre of the lens.
- If you would like them to be positioned further up or down (higher or lower) then do specify on your order or ring customer services to discuss (0161 790 0800).
- We can tailor make virtually any type of bifocal lens including wider reading segments of your choice or thinner bifocals. If you would prefer an alternative bifocal then do ring us for an individual quote (0161 790 0800).
Q12. Do you sell varifocal lenses?
- Re-glaze only (new varifocal lenses re fitted into your existing frames)
- This allows us to replicate the measurements required to reglaze your varifocal glasses.
- Ring customer services to discuss varifocal prices (0161 790 0800).
Delivery & Postage & Packaging costs
Q13. How long will my glasses take before they are ready?
- Your order will be immediately analysed and then processed by our team of optical professionals, which include a qualified ophthalmic optician and dispensing optician.
- Glasses are sent via standard Royal Mail,
- You do not have to be at home to receive your glasses.
- Delivery time is 14 days, however it is usually within 14 days for delivery, subject to the complexity of the prescription.
- Complex orders may take up to 28 days
Q14. Can I request an earlier completion for my order?
- If your glasses are required sooner, phone us to discuss this with one of the members of our customer service team and we will try our utmost to meet your required delivery time (0161 790 0800).
Q15. Is your packaging the right size for letterboxes?
- The packages we use fit through most letterboxes and they are water resistant.
Q16. What are the Postage and Packaging costs?
- £2.50 postage and packaging charge per individual order. Sent 1st Class via standard Royal Mail packet post.
Optional Extras:
- 1st Class Recorded delivery can be requested when ordering glasses at an additional charge of £1.50 per order. Total £4.00.
- Royal Mail Special delivery can be requested when ordering glasses at an additional charge of £5.99 per order. Total £8.49.
- All above prices include delivery anywhere in the WORLD.
Prescription
Q17. "Near", "intermediate" or "distance" prescription?
- For distance glasses enter the prescription numbers in the distance section
- For near/reading glasses enter the prescription numbers in the distance section and the reading add or near prescription numbers.
- For intermediate glasses enter the prescription numbers in the distance section, and the intermediate add or intermediate prescription numbers.
Q18. Can I use my contact lens prescription for ordering glasses?
- No.
- The contact lens prescription is not always the same as the prescription for glasses.
Q19. What is my Pupilary distance (PD), and how do I obtain it?
- PD is the distance from the centre of the pupil (black circular area) in one eye to the centre of the pupil in the other eye.
- Your optician or doctor can provide this measurement as your PD is always measured during an eye test. We therefore recommend that you ask for it when you have your eyes tested.
- Alternatively, you may choose to use an average PD, which is provided for you by our dispensing opticians on the order form.
Q20. I don't understand what my prescription says
- Opticians should give you a clear, legible copy of your prescription to take away.
- You can either fax your prescription to 0161 7900100 or,
- Post the prescription copy to; 14 Hulton District Centre, Worsley, M28 0AU, our qualified optician will then try to analyse the prescription or,
- Scan your copy and email it to us: enquiries@glassescomplete.co.uk
- However, if we cannot read it ourselves, we will ask you to clarify the details on your prescription with your optician.
After Support
Q21. What if I entered some information incorrectly?
- All orders are processed very quickly, therefore, immediately call 0161 7900800 or send an email alerting us.
- Once you've placed your order you are given the option of printing it off, this is useful for future reference.
Q22. What if my frames need adjustment after I receive them?
- Most optical stores will do minor adjustments for a small fee.
- or, you could specify what sort of a fitting you would like and we would in turn adjust the frames accordingly before they are sent out to you.
Q23. What is your guarantee policy?
- We offer a 7 day money back guarantee:
- Unwanted Items must be returned within 7 days of receipt. Any goods that are received faulty will be exchanged or refunded (your option), if returned within 7 days in the original packaging.
- If you have just changed your mind about the purchase a restocking-fee of 10% will be deducted from the refund as will be the post & packaging.
Q24. What is your RETURNS policy?
- Should you not be 100% satisfied with your purchase, simply return the item in its original, unused conditions (including all original packaging and tags) within 7 days for a full refund.
- Before you return an item, you must notify us by emailing us at: enquiries@glassescomplete.co.uk within 7 days of receipt. In the return package, you must include the original receipt and write on it the reason for returning the item(s). If you prefer, you can call us on 0161 7900 800 and will assist you accordingly.
- You must return your item to our head office in Manchester (GlassesComplete Ltd, 14 Hulton District Centre. Worsley, Manchester, M28 0AU).
- Any goods that are received faulty will be exchanged or refunded (your option), if returned within 7 days in the original packaging.
- If you have just changed your mind about the purchase a restocking-fee of 10% will be deducted from the refund as will be the post & packaging.
- Please note that the delivery cost will only be refunded if the return is a result of our errors. Otherwise all shipping cost will be non-refundable.
- It will be your responsibility to return the item in an appropriate and secure packaging; we recommend recorded delivery, as we do not take responsibility in damaged or lost items in transit.
- Refunds will be processed within 30 days of receipt of returns. Refunds will only be refunded to the same credit card or debit card used to make the initial purchase and we will only issue cheques when the original payment has been made via this method.
Q25. Can I exchange my glasses for a higher priced pair?
- Yes. But the difference in cost will be charged.
Payment
Q26. What are the available methods of payment?
- We accept all major credit/debit cards,
- Personal cheques,
- Postal orders
- BACS transfer
- PAYPAL : PAYPAL registered e-mail address is as follows: glassescomplete@gmail.com
Q27. Do you accept NHS Glasses Vouchers?
- Not yet.
Q28. Is the Payment page Secure?
- Our online payment system is handled by SECpay.com and Alliance + Leicester commercial bank plc. SECPay are approved by UK Banks for the processing and clearing of Credit and Debit card transactions. Only the highest standards of encryption are used to ensure that your details are not available in a form where they can be misused.
Other
Q29. Can I just order frames with lenses that have no prescription in them?
- Yes! Just specify this on the prescription order page.
Q30. Can you read my prescription off my existing glasses?
- Yes, Provided your existing glasses are from your most current prescription i.e.: less than 2 years old,
- Send your glasses by recorded delivery. We will not be held responsible for glasses lost in the post or damage in transit.
- Enclose your full postal address so that we can return your glasses by recorded delivery.
- There is NO additional charge for this service.
Q31. Can you re-glaze (i.e. put new lenses into my existing frames) my existing frames?
- Yes,
- Send your glasses by recorded delivery. We will not be held responsible for glasses lost in the post or damaged in transit.
- Glasses are re glazed at your own risk as it is with any high street opticians,
- Enclose your full postal address so that we can return your glasses by recorded delivery.
- For full price list click here.
Q32. Can you reglaze any frame?
- Yes.
- Full-rim frames do not incur any extra charges.
- Half-rim frames are reglazed at an additional cost of £20.
- Rimless frames are reglazed at an additional cost of £30.
Q33. What do the Frame Measurements mean?
On one of the sides you will usually find three measurements printed, the first two separated by a rectangle and then a 3 digit number:
e.g:
- 56 is the lens diameter,
- 16 is the bridge width,
- 145 is the side/arm length
The above measurements do not have to exactly match your existing frames, however, the closer they are then more comfortable the fit (providing your existing glasses are comfortable)
- You are welcome to ask any question / query not included in this section by email or telephone.
- We provide free professional customer service.
Free Anti-Reflective Coating
- Offer applies to all orders of prescription glasses over £25.
- DO NOT add "anti-reflective coating" when making your order unless you want to pay for them.
- Order confirmation will not mention "anti-reflective coating" on it. However, Anti-reflective coating is automatically added to all orders of prescription glasses over £25, completely FREE of charge!!!
- Anti-Reflective coating offers the following advatages:
- Reduces reflections on lenses.
- Reduces light scatter from car headlamps, very useful for night driving.
- Reduces glare from computer screens and therefore very useful for computer users.