F.A.Q.s

Ordering

How much does UK delivery cost?

Shipping is free to anywhere in the UK on all orders.

How long will my order take to arrive?

This depends on the nature of the order. A guideline of expected lead times can be found below:

STANDARD PRESCRIPTION SPECTACLES  – 7 DAYS

HIGH-INDEX PRESCRIPTION SPECTACLES –  7-14 DAYS

NON-PRESCRIPTION SPECTACLES – 1 DAY

SUNGLASSES – 1 DAY

ACCESSORIES – 1 DAY

 

How will my order be delivered?

Your parcel will be delivered by DPD depending on your location. Both services are next business day, tracked, and signed for. You will also receive email updates from the couriers with detailed delivery information. Smaller, lower value items may be delivered by First Class Royal Mail.

 

Can I collect my order in store?

Absolutely. Simply follow the click and collect instructions in the checkout. We’ll let you know as soon as they’re ready for collection.

Can I order from outside of the UK?

We ship worldwide. There is a shipping fee of £15 for international orders below £75. Your order will be shipped with Fedex express, and we will provide full tracking details.

 

Do I pay import duty charges if I live outside the EU?

When a parcel reaches a destination country outside of the EU it will incur import duty charges. These charges must be paid by the recipient of the parcel and will be forwarded on by the courier. The cost is dependent on the customs and import policy of the destination country. These can vary widely between countries. Contact your local customs office for more information. The customer is liable for any unpaid customs charges. Return shipment and customs fees will be deducted from any refund due.

 

What is your return policy?

We offer a 30 day, no quibble return policy from the date you receive your order. We are happy to refund in full or exchange any item if you are not satisfied. We’ll even cover the cost of return UK postage via Royal Mail. Get in touch at contact@welcomeeyewear.com for more details.

 

Can I return my order from outside of the UK?

Yes, you can. We will however not refund shipping costs or cover the cost of return shipping. Items will be refunded upon safe return, which is the responsibility of the sender.

Delivery and returns

Where can I buy?

You can buy right here online, or in one of our stores. Our frames can be purchased with or without prescription lenses. In optical, or as sunglasses.

2. Online – if you’re ordering prescription lenses, you will need to visit our studio to get all the appropriate measurements.

3. In store – we can take care of everything you need at our studio. A full list of prices and services is available here.

What happens after I order?

Our team will review your order and if necessary get in touch with any questions. You will then receive confirmation of you order via email with an estimated date of delivery. You will receive further notification when your order has been dispatched, or is ready to collect from our studio.

Can I check on the status of my order?

Not at the moment, but we are going to include this function very soon.

Can I change my order?

We start processing orders a soon as possible, 7 days a week. So if you’d like to make any changes please contact us as quickly as you can.

How can I pay?

We accept all major credit and debit cards.

Can I order more than one pair with different prescriptions?

Absolutely. If you would like to do this, the best way is to place separate orders. Or you can place one order and email us with clear instructions on frames and prescriptions.

Our stores

Information including contact details and opening hours can be found on our retail page

A full list of prices and services can be found here.

Do you offer eye tests?

Yes we do. You can book here.

Do you offer contact lens consultations?

Yes we do, please visit our studio.

Prescriptions

What prescriptions can you cater for?

In-store we offer single vision lenses for either distance or reading vision.

Our standard price of £240 includes single vision prescription lenses using a Trivex lens. This lens is typically 25% thinner than traditional lenses are is the strongest and lightest material in the world.

For stronger prescriptions will provide you with the appropriate lens at no extra cost. The lenses will still come with the five performance coatings as standard.

There is a limit to the strength of prescription that we can cater for; Sphere (SPH) Between -14.00 and +10.00 Cylinder (CYL) Between -6.00 and +6.00 Values outside of this range require precise measurements and fitting adjustments for lenses to provide optimum vision.

Can I order varifocals or bifocals online?

We’re afraid not. But the good news is we do offer them in all of our stores. Pricing is available here. Precise measurements and adjustments must be made whilst you are wearing your chosen frame in order to fit varifocal or bifocal lenses. If our stores are not convenient to you, you can buy the frame without lenses and take it to your local optician to have the lenses fitted.

How do I understand my prescription?

Good question. Prescriptions can be unnecessarily complicated things.

OD and OS Prescriptions sometimes refer to the OD and the OS. These are the Latin initials for your right eye (Oculus Dexter) and left eye (Oculus Sinister). The right eye is always written before, or above the left eye.

The sphere The SPH indicates the amount of lens power, measured in diopters. If the number has a minus (-) sign, you are short-sighted (you struggle to see in the distance). If the number has a plus sign (+), you are long-sighted (you struggle to see up close). If your sphere says Plano, PL, 0.00, ∞, or is simply blank this means that you are neither long nor short-sighted (and have zero power for the Sphere). Sphere values range from 0.00, can go as high as +/- 20.00 and are measured in increments of 0.25. You may have one eye that is short-sighted (-) and one eye that is long-sighted (+).

The cylinder The CYL indicates the amount of lens power for an astigmatism (when your eye isn’t completely spherical). It is only present if you have astigmatism. The cylinder number may be preceded with a minus or a plus. Most values range from +/- 0.25 to +/- 6.00 and are measured in increments of 0.25. Both right and left CYLs are always written with the same sign. Both plus or both minus.

The axis The AXIS is the angle the lens is set at to correct the astigmatism and is only present if you have a correspondent cylinder value. If there is a CYL there is always an AXIS. If you have no astigmatism the CYL and AXIS boxes will be blank, or it may say DS in the CYL box. This again means there is no astigmatism.

The ADD (addition) The ADD, or NEAR ADD, is the additional magnifying power required for reading or near work. The ADD value is always a “plus” power, generally from a range of +0.50 to +3.00. If you’re buying online and your prescription includes an ADD, you will need to let us know if you’d like the spectacles for distance vision (DV) or reading (NV).

My prescription has a prism. Can you make my lenses? In most circumstances this is not a problem. Email us a copy of your prescription and we’ll take a look.

Can I use my contact lens prescription?

Unfortunately not. Contact lens and spectacle prescriptions are slightly different due to the different proximity of the lenses from your eyes. We can’t make spectacle lenses from a contact lens prescription.

Can I order prescription sunglasses?

As standard we offer prescription sunglasses with CR39 hardcoated lenses in green, grey, or brown tints. For stronger prescriptions you may need thinner lenses, which are available to buy in the checkout. More tints and finishes are available in our stores. If you’re interested in a different tint, we may be able to help you. Just get in touch for more details.

Are you prescription sunglasses polarised?

Not as standard. Please see here for more information on our lenses.

Lenses

Optical

For prescription spectacles we offer various lenses to suit most prescriptions. All of which come with an anti-reflective, anti-scratch coating, oleophobic, hydrophobic and anti-static as standard.

Our optical lenses also provide full UV protection. The thickness of the lens will be determined by your prescription. Not matter the prescription the price is the same for everyone.

Sun

Our prescription sunglasses come with hard, anti-scratch coated plastic tinted lenses. As standard we tint with green, grey or brown colours to 85% ABS. This is the darkest tint which can legally be used to drive.

All our lenses offer full UV400 protection. 1.5 CR-39 (included) a strong plastic lens for basic prescriptions 1.67 (included) a high-index lens for stronger prescriptions with a back surfaced anti-reflection coating.

1.5 CR-39 (included) a strong plastic lens for basic prescriptions 1.67 (included) a high-index lens for stronger prescriptions with a back surfaced anti-reflection coating.

Non-prescription

Sun CR-39 – plastic lenses with hard coating, ensuring the cosmetic appearance of the lenses remains intact for a longer time. Please note: Our lens options are more extensive in store. Including a full range of mirror sun lenses. If you are interested in something specific, come and visit us. We will do what we can to help.

Sizing and adjustments

Spectacles come with three standardized measurements all of which are written in millimetres. These are printed onto the inside of all Welcome Eyewear spectacles. The first number (49) refers to lens diameter.

This is governed more by the style of the frame than the dimensions of your face. The second number (19) refers to the bridge width, or the gap between the edges of the two lenses. The third number (145) refers to the arm length (or temple length). This is the full length of the arm, from the very tip to the very end.

How do I adjust my frames?

It is important that your frames fit you well. Both for comfort and so the lenses are positioned correctly for your vision. Minor adjustments are simple and straightforward. We will carry them out free of charge in any of our stores and you do not need an appointment.

The most common adjustments are made to the temple arms. The length to bend can be adjusted to fit, and the angle of let back can be increased for different shaped heads.

If your spectacles are crooked the angle of side can be adjusted to make the frames sit evenly. Furthermore if your spectacles are sliding down your nose, the angle of bend, and let back can be adjusted to prevent this.

Our metal frames all have adjustable nose pads, which can be altered for different shaped bridges. If our stores are not convenient to you, then most opticians will do adjustments for a small fee. Please get in touch for more advice.

If you find the hinges becoming loose over time, we include an optical screwdriver with every pair to tighten the hinges as you please. We do not recommend adjusting your frames yourself. Exposure to heat on the lenses will damage them.

Warranty and repairs

Warranty

We also offer a guarantee against any product fault for twelve months after the day of purchase. Should your frames need attention outside that period or the damage is self-inflicted, get in touch and we’ll do our best to advise and help.

Repairs

Call us old fashioned, but we take pride in adjusting and fixing spectacles – whether polishing a frame to bring back the glorious lustre, resetting or adjusting it for fit, or re-pinning a hinge. If you’re in need of a repair, email us at contact@welcomeeyewear.com and we’ll advise on the options. We offer three levels of repair – complementary, £25, and £50.

Spectacle care

If properly cared for, your Welcome Eyewear frames should serve you admirably for many years. While all of our lenses have a scratch resistant coating, they’re not scratch proof. When not in use, store your Welcome Eyewear in the case provided to protect the lens. Putting them lose in a pocket or handbag is a recipe for disaster. To clean your spectacles, use the cloth provided. As tempting as it might be to use your shirt or sleeve, they might carry tiny pieces of grit which can scratch the lens. To remove grease, water and a smidgen of soap usually does the trick.