 | Help & Frequently Asked Questions| About Us: | | FAQ: Why are you so cheap? | Our glasses are cheap not because the quality is poor. In fact quite the opposite - you can find exactly the same frames and lenses available on the high street with a much higher price tag! We offer quality products at fantastic prices because we have cut out the middlemen. We do not have the expensive premises, staff costs and overheads that high street Opticians have in order to run their business. Because our overheads are low we are able to pass on the savings to you the customer. | | FAQ: Where are you based? | We are based in the Orkney Islands, Scotland. | | FAQ: Are you qualified Opticians? | Although we are supervised and consult with a qualified Ophthalmologist and Optician, we do not class ourselves as Opticians. We are qualified Spectacle Makers and retailers of optical goods. We are registered with the MHRA (Medicines and Healthcare products Regulatory Agency) as a supplier of Class 1 medical devices. Everything we do is mechanical. Consultation is limited to the fulfillment of your submitted order for spectacles. Due to the limitations involved with internet shopping, we can not advise you on clinical matters regarding your sight. If you require a sight test or consultation you should visit your GP or local Optician. | | FAQ: What is the connection between Glasses 4 Less and Orkney Optical Laboratory? | Glasses 4 Less is the ecommerce site of Orkney Optical Laboratory. It is our web site address. | | FAQ: Why do you have an 0871 number and what will it cost me to use it? | When you visit a high street shop or opticians, staffing and consultation costs are built into the cost of the products you buy. The on-line store is a 'self service' centre with an on-line shopping cart in a virtual world, without the high overheads and staffing costs of your typical high street shop. This means we can keep our prices low and save you £££'s. More and more frequently customers are calling us for general help and advice on a whole range of topics, without necessarily purchasing from us. Some customers simply prefer to browse on-line and purchase over the telephone. We can only maintain our low prices on-line if we charge appropriately for the time we spend assisting those customers that prefer to talk to us directly. Please note that e-mail support is free and is our preferred method of contact, especially during busy periods. An 0871 number is a Fixed Rate Tariff number. This means that the caller always pays a rate of 10p/min when calling this number from anywhere in the UK. | | FAQ: Is information that I provide secure? | We are bound and abide with, the Data Protection Act 1998. All information that you provide to us is secure. We will not share your information with third parties. The information you provide is used solely by ourselves and our suppliers to provide you with the product you order. |
Product Advice:
| | FAQ: Do you do sunglasses? | Yes. We have a range of sunglass options. Polarised lenses, Light Sensitive Transitions and fixed sunglass tints. If you order a sunglass tint we automatically add the UV400 (Ultra Violet ray blocker) FREE of charge to your lenses. We do this for to protect your eyes from the damaging effect of the suns rays. With a standard tint alone there is no protection from harmful UV. It is not ethical to provide tints without UV protection. | | FAQ: Do you supply glass or plastic lenses? | Our lenses are all made of plastic. We do not supply glass lenses as standard. Plastic lenses have the benefit of being light weight and they are safer, since they do not shatter on impact. If you require glass lenses you will need to contact us directly prior to confirming your order. | | FAQ: Do you sell designer frames? | We do have a selection of designer labeled frames for sale. Just click the link in the navigation bar. If the label you are looking for is not listed then we do not currently stock that range. We focus heavily on affordable quality. The frame designs we carry meet the needs of 80% of our customer base. We do, however, hope to increase our ranges in the near future. | | FAQ: Can I try my frames before I buy? | Yes you can. For a payment of £2.95 (non refundable) to cover postage, packing and administration costs we will post out a maximum of 4 frames on approval for 14 days. Once you have sampled the product simply return it to us for glazing or a return to stock. If you fail to return the items within 14 days we will charge your credit card the full cost of the goods. | | FAQ: What quality checks are in place? | All of our lenses are checked for conformity with the relevant British and European Standards during manufacture. All our lenses are checked using a Focimeter to ensure they comply with your written prescription and for conformity with the relevant standards prior to glazing. All completed jobs are checked using a Focimeter prior to dispatch to ensure the accuracy of the work and that the spectacles conform to British Standards and are within tolerance. | | FAQ: Are your frames CE marked? | All of our frames are CE Trademarked and quality checked by our Frames suppliers. | | FAQ: Can you supply Varifocals or Progressive Lenses? | If you require Varifocals and you have never worn them before it is in your best interest to go along to your optician. However, if you would like us to re-glaze a frame containing an existing pair of Varifocals, (a simple prescription update). We would consider a job of this kind. We would need to see the spectacles prior to any commitment. The frame should be in good, serviceable condition and you should have been comfortable with your varifocals prior to the prescription change. This is because we will duplicate the fitting height and centres. If your Varifocals were causing you problems there is little point in us duplicating any errors. | | FAQ: Do you accept NHS Vouchers? | Unfortunately We do not accept NHS Vouchers at this time. | | FAQ: Can I buy glasses for someone else? | Yes. You may buy glasses for someone else so long as you have the correct prescription details and that you are not purchasing spectacles for anyone under the age of 16 or anyone who is registered as being blind or partially sighted. |
Prescription Information:
| | FAQ: I can't read my prescription | If you cannot read your prescription or have any doubts whatsoever you should send it or fax it to us for interpretation (Fax: 0871 288 7313). If we cannot read or understand it the only options available are to ask your optician for another prescription or allow us to contact them on your behalf. | | FAQ: Can I use my contact lens prescription to get glasses made? | Contact lens prescriptions are not the same as prescriptions for spectacles. Contact lenses are obviously designed to correct your vision at the eye, whilst your spectacles are designed to be worn 12 - 14mm from the eye. Whilst your contact lens and eyeglasses prescriptions may seem the same, they usually have differences. You must therefore have your eyes tested and a prescription issued for use with spectacles. | | FAQ: I have been told I have astigmatism. Is that a problem? | If you have astigmatism this just means that your eye is not a perfect sphere shape. This is extremely common and nothing to worry about. Most people suffer from this condition to a lesser or greater degree. The presence of numerals under the cylinder or CYL heading of your prescription and also an AXIS direction indicates that you have astigmatism. | | FAQ: There is no PD (Pupil Distance measurement) value on my prescription | You have a number of options available to you: • Go to your optician and ask him / her to measure your PD value for you. Ask them to specify whether the measurement is for Distance or Near PD's . Monocular PD's are better (the distance from the centre of each eye to the centre of the bridge of your nose) • Ask a friend or family member to measure it for you, following the instructions on this site. • Accept the standard average of 63mm that we have indicated on our order form. We can not stress enough just how important this measurement is to your overall comfort, especially with higher prescriptions. Your spectacles will be so much better if you provide us with this information. Please Note: On higher prescriptions we will insist that you provide us with the PD measurement. It would be unethical to process your order without it. We reserve the right decline an order if we believe that it would not be in your best interest. | | FAQ: What is my Pupil Distance? | Your Pupil Distance is the distance in Millimeters from the centre of the pupil in your left eye to the centre of your pupil in your right eye. | | FAQ: Why do you need a Pupil Distance (PD) measurement? | We need this measurement in order manufacture the lenses so that the centre of each lens sits opposite the centre of your pupil. This allows for maximum visual performance of your lenses without visual stress. In higher prescriptions especially, if this measurement is not as accurate as possible it could cause visual problems or headaches when wearing your glasses. | | FAQ: How do I measure my PD? | During order entry you will be asked to enter your P.D measurement. By clicking the information icon in this section you will find detailed instructions on how to measure your Pupil Distance. You can also find a link to these instructions available on the home page. | | FAQ: What about Bifocals? Do I need measurements? | Our bifocal lenses are manufactured with 'D' shaped and round segments (D28). The bifocal lens sits 3 to 5mm below the optical centre of the main lens. The segment is inset 2mm from the distance for reading. Please tell us if you use your bifocals for a lot of close work or just occasional use. It is assumed that you wear your glasses approximately 13 - 14mm from the eye. For optimum performance please send use your existing bifocals so that we can take your measurements from them. | | FAQ: Can I order just the empty frame? | Yes you can. If you wish to order the frame only and take it to your local opticians to be glazed we are more than happy to do this for you, simply click the ' buy frame without lenses' button without entering any details and check out. | | FAQ: Can I order a frame with just plain lenses, no prescription? | Yes you can. We get asked this all the time. People are buying spectacles as a fashion accessory. The lenses we fit are optical quality plano (plain) lenses. Unfortunately they cost exactly the same price as any other single vision lenses as plano can actually be part of a prescription. The upside is that your lenses will have perfect optical clarity and more importantly look the part. If you would like these lenses simply write PLANO in the sphere box on the right and left lens of the order form. No P.D measurement or other information is required. | | FAQ: Can you help me with the prescription details? | The prescription page of our website contains very clear information on how to enter prescription information. If you are unsure it is probably best that you fax or post your prescription to us. If you would like us to help please feel free to call us on 0871 288 7312. If we are busy please leave a message and someone will return your call. | | FAQ: How do I get hold of my prescription? | You can get your prescription from you optician. Your prescription should have been handed to you after your sight test. If you are under 69 years old and have had an eye test within the last 2 years or 70 years old or older and have had an eye test within the last 12 months, simply go to the optician who carried out the test and ask for a copy of your prescription. Opticians are legally obliged to provide you with this. If you are going along for an eye test always ask to be provided with the prescription before you leave. You are not obliged to buy your glasses from the Optician who conducted your sight test. The law states that you shouldn't be pressured into a sale. You can telephone your optician and request a copy of it to be sent to you. If you prefer you may have it faxed to us direct, simply give the optician the following fax number: 0871 288 7313. | | FAQ: What if I enter my details incorrectly? | If you enter you details incorrectly then you need to call us immediately so that we can correct the order before we go to production. It is important that you do this because once the spectacles or lenses have been made for you they are unique. We may not be able to offer refunds or replacements for incorrect prescription entries. For this reason it is best to send use the prescription, that way it transfers the liability to us. Any mistakes becomes our problem! | | FAQ: Can I change my prescription details after I have ordered? | Once we begin manufacturing your glasses we may not be able to accept a change of prescription. If you realise that your prescription information was entered incorrectly, you need to call us immediately on 0871 288 7312 we will inform you if it is possible to make any amendments. We will always try our best to help you. |
Fitting and Measurements:
| | FAQ: How do I know my frame measurements? | During order entry you will find a fabulous section all about frame sizing including a help section. If you don't understand anything then its probably best that you contact us on 0871 288 7312 for help and assistance. | | FAQ: How do I get my glasses adjusted? | The one thing that just isn't possible to achieve via the internet is an adjustment. If you are not comfortable about adjusting your spectacles yourself, your local optician may do this for you for a small fee. You may find that bragging about how much money you have saved by buying your glasses over the internet is a bit of a conversation stopper, and not recommended! |
Payments:
| | FAQ: How can I pay? | You can pay by credit card, debit card or switch card over the web or over the phone. You may also pay by cheque or postal order. We will allow 4 working days for the cheque to clear before beginning the manufacturing process. | | FAQ: Are my payment details kept secure? | Your payment details are entered in to a secure internet site that our website links up with managed by Protx and in conjunction with Natwest Streamline. Glasses4Less does not record customer payment details as this is all managed on a secure server. If you telephone your order through, your card details are keyed in manually on a terminal, however once the transaction is completed the information is deleted.
If we are using your credit card as security on a sample frame we will charge your card the total amount due if it is not returned to us within 14 days. Once the transaction is completed the information is deleted.
You can rest assured that your card details and transactional information is very secure. | | FAQ: Can I get my money back if there is a problem? | Yes of course. Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within 7 working days, beginning the day after the delivery date. We allow you up to 14 days beginning the day after the delivery date. If you decide to cancel your contract, please contact us by calling 0871 288 7312 and then return the goods to us with the delivery note and a note confirming that you wish to cancel, stating your contact details and customer number. Goods should be unopened, unused and in their original condition. This applies to all our products. However, please note that we are not obliged to accept cancellations of contracts for items where the packaging has been opened and it is no longer fit for resale or for the supply of goods manufactured or made to your own specifications. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. |
Guarantee, Defective Items & Returns:
| | FAQ: What about defective items? | If you receive defective items or items damaged in the post please contact us within 3 working days. Please retain all packaging so that we can claim for the damage from the carrier. We will of course refund or replace the goods for you. Please note: we only accept returns of items that have been opened if they are defective. Please see below for details of how to return defective items to us. If you are returning an item because of an error on our part or because it is defective, we will be happy to refund any delivery charges incurred in sending the item to you and your costs in returning it to us. However the item must be returned by our nominated method and carrier. | | FAQ: How do I return an item? | If you wish to return an item, please inform us by calling 0871 288 7312. Wrap the item securely and send it to the address below, enclosing a note giving your contact details and the reason for the return. In the case of a defective product, please also provide a full description of the fault. For your protection we recommend that you use a recorded-delivery service. This returns policy does not affect your statutory rights. The return address is: Orkney Optical Laboratory,
Garisle
Burray
Orkney
Scotland
KW17 2SS
United Kingdom | | FAQ: What does the guarantee cover? | Here at Glasses4Less we want you to be happy with the products and service we supply. We conduct our business in a fair and just manner and treat our customers as we would like to be treated. We understand that occasionally mistakes can and do happen. Please be assured that if you are experiencing any problems with your order we will sort it out! Buying spectacle on line is not without its pitfalls! Reading our Spec Buyers Guide and taking advantage of our frame on approval scheme can help you to avoid making costly mistakes and save you £££'s. If you require further assistance or information regarding your order, please don't hesitate to call us. We offer a standard 14 day money back guarantee on all purchases. If you are not entirely satisfied with the goods please return them with all packaging in an unused and re-saleable condition and we will replace the item or issue a full refund for the price you paid for the item. Extended Guarantee ~ All Products All your purchases are guaranteed against defects in design, materials and workmanship, for a period of 12 months from the date of purchase. During this period we will refund, repair or replace the product or any defective parts free of charge. We are under no liability in respect of any defects arising from willful or accidental damage, fair wear and tear, improper use and negligence, abnormal conditions of use, misuse or alteration or repair of the product without our approval. Buyer remorse is also not covered by this warranty. This guarantee is offered as an extra benefit and does not affect your statutory rights as a consumer. This guarantee does not confer any rights other than those expressly set out above and in particular we shall not be liable for any consequential loss or damage. If a defect appears, please return the goods for our inspection (if returning spectacles include the case and lens cloth) enclosing a letter giving your name, address and reason for return. Please enclose proof of purchase and date if the defective goods are within the guarantee period. Once we have inspected the goods we will notify you of your position. | | FAQ: What do I get refunded if I need to use the guarantee? | If you are returning the goods due to a manufacturing fault on our part or a breakage on receipt of goods we will either replace the goods free of charge or refund you in full for the goods purchased. If you are returning the goods for any other reasons we will consider refunds / part refunds on a case basis. Any concessions we may provide we do so without prejudicing our position or our right to enforce our terms and conditions. | | FAQ: How long does the guarantee last? | The guarantee is for 12 months from date of order. |
Delivery:
| | FAQ: Do you charge a shipping cost? | UK mainland postage & packing is charged from £2.50 to £3.95 on the majority of purchases. Shipping outside the UK is subject to additional charges (contact us for a quote). A shipping charge of £3.95 per frame will be made for returning customers own frames (UK only). Valuable items requiring insurance will be charged postage accordingly. We will not accept liability for items lost in the post and not properly insured. | | FAQ: How long will I be waiting for delivery? | We will try to dispatch all stock items within 2 - 3 working days and all spectacle orders within 7 - 14 working days. During busy periods however these times may be extended. Our terms and conditions state a maximum of 28 days for delivery. This is because time needs to be allowed in case there are any unforeseen problems during manufacturing / supply or with the delivery agent. These problems are outside of our control. However please be assured that we will try to deliver your goods as soon as possible. If extended delays are to be expected we will keep you notified. | | FAQ: Does the fact that you are based in the Orkney Islands affect delivery and service? | Not in the slightest - People often think that because we live on a remote Scottish Island that we lack amenities. This couldn't be further from the truth. The Island of Flotta for example is the main terminal for North Sea gas and oil. The main town of Kirkwall boasts a Cathedral (which technically makes it a City) and an airport.
All item posted before 12 noon via Royal Mail Special Delivery are guaranteed to be delivered by 1pm Next Day. The post leaves the islands twice a day and arrives on the early morning flights or ferry. The only time we ever suffer delays is during bad weather which normally affects Scotland as a whole. | | FAQ: Where will the goods be delivered to? | Goods paid by cheque will be delivered to the address specified on the original order. Payments made by credit card require us to deliver the goods to the registered card holder's address only. If the registered cardholders address differs from the delivery address we reserve the right to make additional checks to help prevent card fraud. If paying by cheque, please write your name, address and guarantee card number on the reverse. | | FAQ: What do I do if there is a problem with the goods when I take delivery? | If there is a problem with the goods supplied please contact us immediately on 0871 288 7312 If the fault is with spectacles supplied to you please do not wear the glasses again until you have spoken with us. | | FAQ: Do I need to be at home to sign for my goods? | We deliver the majority of our goods via Royal Mail 1st class post. The majority of items that we ship are boxed or packaged small enough to fit through a standard letterbox; therefore you do not need to wait at home for delivery.
However, goods valued over £32 may be sent via Royal Mail Recorded Delivery. If you request and pay for Special Delivery or you order larger more expensive items a signature will be required and the item will be too large for letter box delivery. E-mail notification (when provided) is usually send once the goods have been dispatched. |
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