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EyeHelp Information
FAQs
FAQ’s
Ordering
Q. What do I need to order glasses from Specsuperstore?
Q. Where do I get my Prescription From?
Q. What if I can’t make out the numbers on my prescription?
Q. Where to I obtain an order form on your website?
Your Prescription
Q. Which option do I choose? Distance, Reading or Intermediate?
Q. Can I use my Contact Lens prescription to order specs?
Q. What is my PD measurement and how can I get it?
Q. What is the maximum Prescription you can make?
Frames and Lenses
Q. What are your frames made from?
Q. What are your lenses made from?
Q. Do you sell Prescription Sunglasses?
Q. What type of Bifocals do you supply?
Q. What type of Varifocals do you supply?
Q. Are Transitions available in every lens option?
Q. Do you supply frames with no Prescription in?
Q. Can I try the frames at home before I order them on the website?
Q. Do you offer a reglaze service?
Delivery
Q. How will my glasses arrive?
Q. Who do you use to send my specs?
Q. How long will my glasses take?
Q. What if my specs are damaged when I receive them?
Q. What are your postage and packaging costs?
Payment
Q. What payment methods do you accept?
Q. Is your payment system secure?
Q. Do you accept NHS Vouchers?
Q. What is your guarantee and refund policy?
Other
Q. What do I do if I have entered wrong information when ordering?
Q. What if my frames need adjusting when I receive them?
Ordering
Q. What do I need to order glasses from Specsuperstore?
A. All you need is an up to date prescription that is no less than two years old or one year old for people over 70 or who suffer from Diabetes, Glaucoma or have a relative with Glaucoma.
Q. Where do I get my Prescription From?
A. You should have a copy of your prescription from when you last had your eyes tested. Opticians are required by law to give you a copy. If you are not in receipt of a copy of your prescription then contact your Optician where you last had your eyes tested for one. If you’re prescription is over the recommended time limits then go to any Optician for an up to date eye test.
Q. What if I can’t make out the numbers on my prescription?
A. Then you need glasses! No, simply fax the copy to us where we will do our best to help you with it.
Q. Where to I obtain an order form on your website?
A. The different order forms are available to download on the right hand side of the page in the ordering page or click here.
Your Prescription
Q. Which option do I choose? Distance, Reading or Intermediate?
A. Please choose reading for close / reading tasks, Intermediate for VDU / Music /Arms length and distance for everything else. If your prescription has different values in the distance area than the reading area then enter the details for your chosen lens choice as it appears on the prescription. If you just have one value in the reading area when your distance box has fields entered for CYL and AXIS then please put this value in the ADD box on the website.
Q. Can I use my Contact Lens prescription to order specs?
A. No, they may appear similar but your Contact Lens prescription is different to your spectacle prescription and glasses made to this prescription would be incorrect.
Q. What is my PD measurement and how can I get it?
A. Your PD (Pupillary Distance) is the distance between the centres of your pupils, which when aligned with the optical centres of prescription lenses allows the lenses to perform to their optimum. Your Optician will be reluctant to give you this measurement in order for you to buy your specs from them and not go to SpecSuperstore where you can save up to 80% on your new glasses! They may even charge you a small fee for measuring your PD. But just imagine how much you will save when you buy your specs from SpecSuperstore! Alternatively, see our guide on How to Measure you PD on the site and print off a SpecSuperstore PD ruler and measure your own PD. Its easy! If you don’t want to measure your own and don’t have your measurement from your Optician then we will set your PD to 63mm for men and 60mm for ladies where these measurements are the National Average. If you have a high Prescription please contact us for advice before ordering.
Q. What is the maximum Prescription you can make?
A. We can offer a maximum prescription of a + or- 8 sphere (SPH) and + or – 4 cylinder (CYL). For Near (ADD) Values for Bifocals and Varifocals we cannot supply values less than +0.75 or more than +3.50 Diopters.
Frames and Lenses
Q. What are your frames made from?
A. The majority of our frames are made from either Nickel based metals or Plastic. However, we also offer Titanium frames which are allergy free and some designer ranges are made in Titanium or Stainless Steel. We do not sell Cellulose Nitrate or Celluloid materials. Nose pads are either plastic or silicone.
Q. What are your lenses made from?
A. Our standard lenses are made from CR39 1.523 index plastic manufactured to British Standards. We offer high index lenses which are compressed plastic surfaced lenses in indexes of 1.6, 1.67 and 1.74.
We also offer Polycarbonate lenses which are a 1.59 index for our safety spectacles and rimless models.
Q. Do you sell Prescription Sunglasses?
A. Yes we do. You can have prescription sunglasses made up in any frame of your choice on the website (excluding some Designer models and Sports glasses) Simply choose your frame and choose the tint colour you require and select the tint to be either Medium or Dark depending how dark you want your sunglasses.
Q. What type of Bifocals do you supply?
A. We supply D28 Bifocals as our standard lens. However we are able to offer D35, Executive, Round 24 and Round 28 Bifocals also. Please see our section on Ordering Bifocals on The Guide to buying your glasses page.
Q. What type of Varifocals do you supply?
A. We offer three ranges of Varifocals; Standard, Wide and Superwide Varifocals. The difference between them being the Wide and Superwide which have substantially wider Middle and Near focusing areas for when viewing a PC/Music or Reading. All the Varifocals can be made in thinner materials and in Transitions material also. The Pupillary Distance (PD) measurement is very important when ordering Varifocals. Please see our section on Ordering Varifocals in the Guide to buying your glasses page.
Q. Are Transitions available in every lens option?
A. Mostly. Transitions are excellent for all year round usage and protect the eyes from harmful UV rays from the sun. We supply Transitions V which are the quickest reacting photochromic lens on the market today. They can’t be supplied above 1.67 index (Ultrathin) materials in Single Vision and Varifocals and above 1.56 index (Thin) material in Bifocals.
Q. Do you supply frames with no Prescription in?
A. Yes. To do this do not enter any prescription in the prescription boxes when ordering your lenses. You may not need a prescription but just fancy a gorgeous pair of designer glasses to enhance your look!
Q. Can I try the frames at home before I order them on the website?
A. Certainly. Simply select the try at home button on the website and we will send you up to a maximum of three frames for you to try at home before you buy online. We will enclose a sticker with our address on so that you can send them back in the same packaging. You will be charged the full amount for the value of the frame/ frames and this will be refunded on their return. The frames must be in their original unmarked condition when we receive them back along with all cases and cloths.
Q. Do you offer a reglaze service?
A. Yes we do and prices start from £20.00. Please use our order form to send us your old glasses and you must certify that your prescription is under 2 years old if you are under 70 years of age, or a year old if you are over 70 years of age. Reglazing is undertaken at the customer’s own risk. Should your frame break due then SpecSuperstore will not be held responsible for any damages or costs incurred.
Delivery
Q. How will my glasses arrive?
A. Your glasses will arrive in a branded SpecSuperstore hard glasses case for our core range and in an original Designer hard case for designer brands. They will come with a micro-fibre SpecSuperstore branded cleaning cloth and all enclosed in a branded SpecSuperstore protective jiffy bag which will go through most letterboxes.
Q. Who do you use to send my specs?
A. We use The Royal Mail Packetpost for our postage services. You can choose whether you wish to have our First Class delivery option, Air Mail (For international shipping) or Special Delivery.
Q. How long will my glasses take?
A. Your order will be processed immediately by one of our expert staff and if your frames and lenses are in stock we will endeavour to deliver your item within 5-10 working days, sometimes sooner. Some designer brands may take longer and our terms state delivery of up to 28 days for some brands, however this is very rare.
Q. What if my specs are damaged when I receive them?
A. Please notify us immediately should this happen by email or by phone. All our spectacles leave our prescription house in A1 condition and are scrupulously checked by our quality control department. However accidents do happen in the post and we will put it right immediately, no quibble or fuss.
Q. What are your postage and packaging costs?
A. We charge £4.50 postage and packaging per order for standard Recorded Delivery (For values up to £35) Orders are sent 1st class with Royal Mail Packetpost with standard Recorded Delivery. We strongly recommend Special Delivery for all items so that the parcel is insured (up to £500) is trackable and traceable. Please also see our delivery policy and Terms & Conditions.
Payment
Q. What payment methods do you accept?
A. We accept all major credit and debit cards, personal cheques, postal orders and Paypal.
Q. Is your payment system secure?
A. Most certainly. We use Protx as our payment system which is the most recognised secure payment method on the internet. In today's world, for better or worse, security issues are at the forefront of our thoughts. GeoTrust QuickSSL is just one solution from GeoTrust that should give online consumers and businesses peace of mind.
Sites secured by QuickSSL are utilizing 128-bit SSL certificates thereby offering the highest level of encryption or security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure.
Please click our GeoTrust logo on the left hand side of the page to see our serial number and validity period.
Q. Do you accept NHS Vouchers?
A. Yes we do. These will be supplied to you by your Optician subject to the exemption category you fall under. If you are posting your voucher to us then please fill in the declaration section (Part 4) on the back and please make sure it is also signed on the front. The supplier section must also be left blank. You must be over the age of 16 to purchase glasses from SpecSuperstore.
Q. What is your guarantee and refund policy?
A. We offer a 12 month guarantee from the date of purchase on all of our frames. Should your glasses become defective within this period we will supply you with a brand new pair. We do not offer refunds on postage and packaging or prescription lenses once ordered as the lenses are made specifically to your entered prescription. Your statutory rights are not affected by our guarantee and refund policy.
Other
Q. What do I do if I have entered wrong information when ordering?
A. Please notify us immediately by email or by phone. Due to the vast amount of orders we receive our orders are processed very quickly. Please have your prescription at hand and the relevant address you wished for the glasses to be delivered to. When ordering on the website please check and re-check all information very carefull and we advise you to print a copy off for your own records to double check all the information you have entered.
Q. What if my frames need adjusting when I receive them?
A. All our completed specs leave our prescription house straight and level to the manufacturer’s original condition. However if you find they need adjusting slightly simply pop into any Opticians and they will usually adjust them for free or may charge you a miniscule fee. However using our SpecSearch facility you can find glasses that are nearly the same fit as your old ones and so should be very comfortable.
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More Information
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