Buying prescription glasses online can feel like a leap of faith. Ours are handmade, made in small batches and you’re buying them blind.
Wait, that came out wrong...
What I mean to say is you're buying them online from afar.
Naturally, you'll have questions.
What if they’re not right? What if something’s wrong? What if I’m stuck with them?
If you’re doing your homework before committing, you’re in exactly the right place. This article explains where you stand when it comes to prescription lenses, what’s refundable, what isn’t, and how we handle issues if something doesn’t feel right.
Let’s dive in.
When prescription lenses are refundable
Prescription lenses are custom‑made, but that doesn’t mean you’re left exposed. Refunds apply when something has genuinely gone wrong during the making of your lenses.
Manufacturing defects
A manufacturing defect is exactly what it sounds like: a fault in the lens itself rather than an issue with your prescription.
This might include coating failures, chips, cracks or material defects that affect clarity or performance. If we happen to miss any of these kinds of problems and you notice a problem, we’ll arrange for the lenses to be remade or refunded, depending on the situation.
Inaccurate processing of your prescription
If your prescription details are entered incorrectly by us or our lens lab (Essilor), that’s on us. This could be something as simple as a value being transposed or a detail being misread. If this happens, we’ll verify the error and resolve it by remaking or refunding your lenses.
Mis‑measurement issues
Accurate measurements are essential for comfortable, clear vision.
If your pupillary distance (PD) or ocular heights are incorrectly applied during lens making, this can lead to discomfort, distortion, or visual strain. If we confirm a measurement error, we’ll take responsibility and put things right.
What happens if a mistake is confirmed
When an error is confirmed, our first step is usually to remake the lenses rather than jump straight to a refund. In most cases, this is the fastest and most effective solution.
If a remake isn’t appropriate, we’ll discuss a refund with you. Either way, we’ll explain what’s happening and keep you in the loop throughout.
When prescription lenses aren’t refundable
Because prescription lenses are bespoke optical products, there are some situations where refunds aren’t possible. This isn’t unique to us – it’s standard across the eyewear industry.
Your prescription changes after lenses are made
If your eyesight changes after your lenses have been made, or if a new eye test produces a different prescription, the lenses can’t be refunded. Once made, prescription lenses can’t be reused or resold, even if the change is minor.
Damage not related to manufacturing
Accidental damage, improper handling, or unauthorised adjustments aren’t considered manufacturing faults. This includes damage caused by third‑party modifications or wear that goes beyond normal use.
Scratches at substrate level
Light marks to exterior coatings are different from deep scratches that penetrate the lens substrate. Deep scratches like these can’t be repaired or refinished. Taking care when cleaning and storing your glasses properly helps minimise this risk.
How do I enter my prescription when ordering lenses?
To keep things simple, all we ask if for you to upload a clear photo or scan of your prescription rather than typing values in manually.
This reduces the risk of errors and allows us to double‑check everything before your lenses are made. Just make sure your prescription is up to date and clearly legible. Poor quality photos or handwritten prescriptions make our job so much more difficult.
Buying prescription lenses online with confidence
While prescription lenses are custom‑made, buying them online doesn’t need to feel like a gamble. It shouldn't be any different to having them made by your local optician.
Clear processes, careful checks, and open communication mean most issues are identified and resolved long before refunds are even discussed.
How to reduce the risk before ordering
An up‑to‑date prescription is one of the biggest factors in a successful outcome. If your prescription is nearing its expiry, it’s worth getting your eyes tested before ordering.
Check when your next eye test is due and make sure the prescription you upload is the most recent one provided by your optometrist.
If you’re unsure about anything (lenses, measurements, or frame choice) get in touch. Answering these questions upfront is part of how we help you order with confidence.
Additional FAQs
What happens if my lenses don’t feel right when I first wear them?
New lenses can take a few days to get used to, especially if your prescription has changed or you’re wearing varifocals for the first time. Give yourself around a week to acclimatise. If things still don’t feel right, get in touch and we’ll be happy to help you.
Can lenses be remade instead of refunded?
Yes. In most cases, lens issues are resolved by remaking your lenses rather than issuing a refund. We’ll always discuss this with you first.
How long does it take to resolve a lens issue?
It depends on the situation. Some issues are resolved quickly, while others may require confirmation from your optometrist. We’ll keep things moving and communicate clearly throughout.
Are varifocal or progressive lenses treated differently?
Varifocals often take a little longer to adapt to, particularly if you’re new to them. As with single‑vision lenses, we recommend giving them at least a week before raising concerns. If things still don’t feel right, get in touch and we’ll be happy to help you.
Can lenses be adjusted instead of replaced?
No. Unlike frames, prescription lenses can’t be adjusted once made. If an issue persists after an adaptation period, contact us so we can advise next steps.
Who pays for shipping if lenses need to be returned?
If a genuine error has occurred on our part, we’ll cover the return postage back to our workshop.
Still deciding?
If you're gathering intel for your upcoming optical investment, you should definitely check out our before-your-buy blog posts. It's a series of blog posts just like this one, designed and written to help you decide if our handmade frames are 'the ones.'
Thanks for reading x