- Frequently asked questions (FAQs)
Frequently asked questions (FAQs)
Answers to the most common queries we receive can be found here, so if you need a fast answer please always check this section before contacting our support team. We always aim to respond to queries within two business days. This does not affect your right to return if it takes your product outside of its return period. Returns are based upon when you make your original contact about the return, not when we respond to your query.
How much is delivery?
We provide FREE 2nd class delivery on all UK orders. You have the option to choose Royal Mail 1st Class Recorded Delivery at checkout, which costs £4.45.
When can I expect to receive my glasses?
Your glasses will usually be posted within 10 working days of your order. More complex prescriptions and varifocals may take longer than 10 working days, and we usually aim to post these within 14 working days of order. Timescales are dependent on whether we require any additional information from you and how quickly you respond with any missing information. Once we receive the required information, your glasses will start being made.
You will be emailed when your glasses have been dispatched. If you haven’t received an email within 14 days of order, please either log into your account to track your order, or call us on 0800 954 9105 and we will be able to check your order status. Please note that during holidays there may be a delay in receiving your glasses.
Do you accept NHS, Eyecare or other vouchers?
Unfortunately, as we are an online company offering glasses at a very competitive price, we are unable to accept any such vouchers.
How do I choose the correct lens for me?
We offer a range of options so that you can choose the right lenses to suit your needs:
Single Vision from £19 with frames. Depending on your prescription these can be used for either distance and tv, reading, or computer work.
Bifocals from £49 with frames. These have a prescription at the top of the lens (usually distance) and a visible segment at the bottom, providing the extra power to see close-up.
Varifocals from £69 with frames. If you require glasses for distance, computer and close work, these provide uninterrupted vision with no visible segments for a smooth transition between all distances.
Photochromic or light reactive lenses adapt to your lifestyle. They adjust from clear indoors to dark outdoors, providing protection from the sun's harmful UV rays. No matter where you are, or what situation you’re in, light reactive lenses adapt to the perfect shade, so you see well in all conditions.
These are permanently tinted to one shade and one strength and are used as sunglasses. They are normally brown or grey but are also available in green.
These permanently tinted lenses are used to minimise distracting glare from reflecting surfaces, therefore giving you greater contrast and visual comfort. They are great for driving and outdoor sports or if you spend a lot of time in the sun.
Included as standard in all of our packages, lenses with this clear treatment have a much harder front and back surface that is more resistant to scratching.
An anti-reflective treatment (also called AR or anti-glare) eliminates reflections from the front and back surface of lenses. By doing so, your lenses appear nearly invisible so people can focus on your eyes rather than distracting reflections from your glasses. With reflections eliminated, these lenses provide better vision for night driving and more comfortable vision for reading and computer use by improving contrast. Anti-reflective lenses are also smudge-resistant and water repelling too.
By using a special high index material, your lenses can be made thinner and lighter, which is great for higher prescriptions (we recommend thinner lenses if your prescription is over a +/- 3.00 sphere). Not only do thinner lenses improve the appearance of your glasses and make them more comfortable to wear, but they also give you a wider range of frames to choose from. These lenses are tougher than standard plastic so are especially recommended for rimless and semi-rimless frames.
Can I reglaze my current glasses?
Yes, provided your frame is in good condition, we can put new lenses into your existing frame. Please see our Services menu on the Homepage for more details.
Please note that all reglazes are at the customer’s own risk and in the unlikely event that your frame becomes damaged during the reglazing process, SureSpecs is unable to take responsibility for this. In these rare cases, SureSpecs will refund the amount paid minus any postage fees but will not be liable to compensate for the frame. To minimise the risk of this happening, please ensure that your frame is in good condition as it will not be possible to put new lenses into a damaged or fragile frame. SureSpecs cannot take responsibility for any frames damaged in transit so we recommend that you package your frame securely and send it by registered post.
Although we make every effort to successfully reglaze frames, there are some cases in which this is simply not possible due to brittle frames or lenses being unsuitable for the type of frame sent to us. In these cases we will get in touch to advise you and return your frame and offer a refund. Unfortunately, we cannot refund postage fees. If you have any questions, please contact support or call our helpline on 0800 954 9105.
How do I send my glasses in for a PD check?
If you choose to end your glasses to us in order for us to measure your PD (pupillary distance) from the lenses, please ensure the following:
- The lenses are your own and both lenses are in-tact.
- You have specified if these lenses are for distance vision, reading or are varifocals, as this will affect the measurement.
- You have included your name and order number.
You are responsible for any postage costs and we recommend that you send your glasses well-packaged and by recorded delivery to prevent damage and losses. We cannot take responsibility for any frames that arrive damaged or that do not arrive at all. If you have requested to have your frames returned and have paid the £5 fee, we will return these with your order.
You can post your frame to:
Old Town Court
10 - 14 High Street
Once we have received your frame, we will take the necessary measurements and process your order.
What if I want to return my glasses?
You can return your glasses for a refund or exchange if you are unhappy with them for any reason* (for exceptions, please see below). In order to qualify for a refund for your glasses, please ensure you:
- Let us know within 14 days after you have received them that you intend to return them.
- Return them to us within 30 days of receipt.
- We recommend you obtain proof of purchase from the post office as we are unable to take responsibility for packages lost in the post. Unfortunately, we are unable to refund postage costs. Please post your glasses to:
Old Town Court
10 - 14 High Street
- You will need to include the RETURN FORM with your package.
- Returns must be in their original condition, unused, along with all accessories included in your package, e.g. case and cleaning cloth.
If you are returning your glasses because you have entered your prescription incorrectly during the ordering process, you will not be eligible for a refund. When entering your prescription yourself, you agree to our terms and conditions which state 'You will supply accurate details of your current prescription (including any notes on the prescription) when requested'.
You can call us on 0800 954 9105 for any further advice.