Frequently Asked Questions

Below you will find answers to some frequently asked questions that may be just what you were looking for. Just click on the question to reveal the answer.

How do I pay?

Sage Pay LogoTo make payment, click on your basket which can be found at the top right corner of your screen, then click Checkout. Once on the Checkout screen, check your purchase and click Proceed to Checkout. You will then be asked to sign in or click "New Customer" as appropriate. Check or Fill in your details and click Confirm and Pay. This takes you to a page which asks for your credit or debit card information. Fill in the form and click Pay Now. That's it!

We accept the following credit/debit cards: Visa, MasterCard, American Express, Maestro, Delta Solo.

We use SagePay to handle your credit card information. Sage Pay has the highest level of card data security (PCI DSS Level 1 compliant) so you can be protected against fraud allowing you to shop with peace of mind.

You offer a 24 month guarantee on prescription lenses for £20. What does this cover me against?

Accidents can happen no matter how careful we are. It can be particularly easy to scratch watch faces, mobile phone screens and the lenses on your glasses and sunglasses are no different! There are hard coats on most lenses to help prevent these scratches however all it takes is for them to slip out of your hand and land on a concrete floor, and they could be damaged. Unlike watch faces and mobile phone screens, these scratches can obscure your vision and will need to be fixed as quickly as possible. So we thought it would be a good idea to offer some sort of protection to our loyal customers. 

For a £20 additional charge, you can choose our Exquisite level coating for your prescription lenses. This is not only a superior lens coat to our Excellent level of coating, but we will also guarantee against any damage to the lenses regardless of how it came about!

Yes - that's right - total "no questions asked" protection against scratches, chips, cracks, degrading coats, scuffs, etc. Just give us a call on 08008085786 to let us know and we will email you with a pre-paid returns label. Remember, the guarantee is only for the lenses and does not cover the frames. So be sure to pack your glasses/sunglasses securely and ensuring they are well protected. Attach the provided label and drop it to your post office. When we receive them, we will replace your lenses free of charge and send them back to you with your brand new lenses fitted.

*Guarantee is limited to one replacement pair per order.
**Replacements are like for like to the originally ordered lenses.
***We do not accept liability for any damage to your glasses/sunglasses while they are being transported to and from Eyex.co.uk.
I have an Eyex.co.uk discount code - how do I use it?

It's really simple - once you are on your basket summary page, just type in the voucher code in the box on the left of the screen, where it asks "Have a discount code?" Once you click "Redeem," your discount code will be checked and if it's valid, it will be applied to your basket summary - so you can clearly see your saving!

Where do I get an Eyex.co.uk discount code from?

As we are an exclusive luxury retailer, we don't give out a lot of discount codes so you probably wont find them on any third party websites. However, we do like to throw out a few surprises every now and again. The best way to find them is to follow us on our Social Media pages like Twitter, Facebook, Instagram and Pinterest. Another way is to sign up to our mailing list on our home page www.eyex.co.uk. We like keeping it exclusive, but we also like to reward our customers!

Click on one of the logos below and follow us!

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What is a Pupillary Distance (PD) and how do I measure it?

PD Measurement Diagram

Your PD, or Pupillary distance, is literally the distance between your pupils in millimetres.

You can measure your PD by following these simple steps:

  1. Find any ruler with millimetre measuring capability.
  2. Stand in front of a mirror, or ask a friend to help you.
  3. Rest the ruler on your eyebrows/nose bridge so that the 0 marker is lined up with the centre of your right eye as shown in the picture on the right.
  4. Read which point of the ruler is lined up with the centre of your left pupil.
  5. Take a note of this number - that's your PD!
  6. You can also take a selfie, or ask your friend to take a close up picture of you holding the ruler in this way. Then you can send it to us at prescription@eyex.co.uk

If you're still not sure, give us a call on 08008085786 and we will be happy to help you. Alternatively, have a chat with us using our Live Chat function!

I don't need prescription lenses, but I want good quality lenses - can I order these for my glasses?

Yes - you certainly can. All you have to do is select "Buy with Prescription" on your product page. When you are taken to the lenses selection page and it asks you to enter your prescription, just select "Plano" from the Power (Sph) drop down menu for each eye. Leave everything else as it is and select the average Pupillary Distance number. Then, continue with your lenses selection!

If you use the "Buy Frame Only" option on the product page, you will be sent glasses which have manufacturer provided dummy lenses fitted. These are low in quality and usually have the brand logo printed on one of the lenses. This can obscure your vision.

I think I need glasses. Where do I get a prescription from?

Join the club! It's really important for you to have your eyes examined by a qualified Optometrist. Book an appointment with a reputable local Optician for an eye test. Once the test is completed, the Optometrist/Optician must give you a copy of your prescription when asked. It's the law. Be sure to ask for your Pupillary Distance measurement too. The Opticians are not legally obliged to provide this to you, but do ask. If the Optician refuses to give you your PD measurement, or they insist on charging you for it, don't worry - it's quite easy to measure this yourself. Take a look at our Measure Your Pupil Distance page for more details.

Remember, prescriptions are only valid for 2 years. Be sure to have your eyes regularly checked - we recommend once a year. If you are over 60, under 16, or have any personal/family medical history which might affect your eyesight, you will need to have your eyes tested more frequently.

If you live in or around Central London, you can book an appointment to see one of our Optometrists at our branches in Knightsbridge or Kensington. For more information, take a look at our Where We Are page.

Do you offer prescription eyewear for Children?

No. Children under 16 must have their glasses fitted by a qualified Optician. Visit your local Optician, or give us a call on 08008085786 for more advice.

I've received my glasses, but something's not quite right. What do I do?

The first thing to do would be to get in touch with us. You can call us on 08008085786 or email us at customerservice@eyex.co.uk

Alternatively, if you're in London, feel free to pop in to one of our two branches located in Knightbridge and Kensington High Street. Our team will be more than happy to help you there.

I love my new eyewear, how do I make sure they're maintained well?

Glasses and sunglasses are valuable items. It's important they are looked after and maintained well. To keep them looking great and as effective as they were when you got them out of their box for the first time, make sure you do the following:

  • To clean glasses and sunglasses, only use an optical lens spray and the provided Micro Fibre cloth.
  • Always store your frames in their protective case.
  • Keep your frames away from intense heat.
  • While keeping your head still, use two hands to put on and remove your glasses and sunglasses.
  • Never lay glasses and sunglasses with their lenses faced down.
  • Remember, It can take up to 2 weeks to adjust to a new prescription. If you continue to experience any discomfort after that, then stop wearing them and call one of our Opticians on 08008085786.

For more information on looking after your glasses and sunglasses, click here.