Help & FAQs

Welcome to our Help & FAQs page! We've gathered some of the most commonly asked questions about ordering glasses from to make your shopping experience as smooth as possible. If you can't find the answer to your question here, please reply to any of our emails, and our customer service team will be glad to assist.


Q: How do I place an order? A: Browse through our wide collection of frames and choose one that fits your preferences. Once you've selected a frame, you can add your prescription and choose your lens. After you've customized your glasses, add them to your cart and proceed to checkout.

Q: Can I use my own frames and have you put in the lenses? A: Yes, we can fit lenses into your existing frames. Please email us your order number and let us know you wish to use your own frames.

Q: What prescription range do you cover? A: We can accommodate prescriptions from -10 to +6.


Q: What information do I need from my prescription? A: We need all the information on your prescription, including your Pupillary Distance (PD).

Q: What if my prescription doesn’t include my PD? A: If your prescription doesn't include your PD, you can measure it yourself or use an online tool or app.

Q: How do I submit my prescription? A: You can email us your prescription and PD by replying to your order confirmation email. Please include your order number in the email.


Q: What is the processing time for orders? A: The processing time for all prescriptions is 8 to 11 business days.

Returns & Refunds

Q: Can I return my glasses? A: Due to the custom nature of prescription glasses, we are unable to accept returns.

Q: What if my glasses are incorrect or defective? A: If there is a problem with your glasses, please reply to your order confirmation email as soon as possible and provide details of the issue.

We hope these FAQs assist you in your shopping journey. If you have further queries, don't hesitate to get in touch with our team. We're here to ensure your experience with is a great one!