Frequently Asked Questions

ORDERING ONLINE

To order a pair of glasses online, all you need is your most recent prescription that is less than two years old, and your pupillary distance (PD). You can read more about how to get your PD here. When ordering online, it’s also important that your prescription falls within our internet lens range – listed here.

Once we have received your order and checked your prescription, we send it to our lab to be manufactured. We normally say to allow up to 10 working days (Mon-Fri) to manufacture your lenses and dispatch your order. Usually it’s much quicker than this; however certain lens coatings and complex lenses take slightly longer.

Due to the bespoke nature of glasses, we can only change the orders before they have begun manufacture. If you want to make a change to your order, contact us as soon as possible: If you ordered in a Direct Specs branch; you’ll need to contact that branch directly. If you’ve ordered online, please email sales@directspecs.co.uk and we’ll be in touch as soon as we can.

Unfortunately we are unable to accept NHS vouchers online, however we do accept them in our stores.

ORDERING IN A BRANCH

All you need to order from a Direct Specs branch is your most recent prescription that is less than two years old.

Once you have chosen your frame and lenses, we will send your order to our lab to be manufactured. We normally say to allow up to 10 working days (Mon-Fri) to manufacture your lenses and arrange collection. Usually it’s much quicker than this; however certain lens coatings and complex lenses take slightly longer.

Due to the bespoke nature of glasses, we can only change the orders before they have begun manufacture. If you want to make a change to your order, contact the branch you ordered from as soon as possible.

Yes! We do accept NHS vouchers in our stores.

PRESCRIPTIONS

Yes! If the prescription was given in the UK and by a UK-Registered Optician; we can use it.

We can only use prescriptions that are dated within the last two years from the date of order. This is part of UK law, so please bear in mind that we legally can’t add any leeway onto this timeframe, no matter how little.

If your prescription shows a value in the “PRISM” section and you’re ordering in-branch, that’s no problem. Simply show the staff member your prescription and they will let you know if there are any extra charges to put the prism into your lenses. We unfortunately can’t cater to prisms online due to the complex nature of the lenses.

We try to be as inclusive as possible when it comes to the many variables that can be present on a prescription. As you may know though… the stronger the prescription, the more intricate the lenses need to be. This usually isn’t a problem if you’re ordering in one of our stores where there are members of staff to properly measure and fit your frames in-person. However, if you’re ordering online, we unfortunately must limit the maximum prescription allowed because of the inability to measure and fit your frame the same way the stores do. This applies to prescriptions that are over 8.00 SPH and/or over 3.00 CYL, both plus and minus. If you’re not sure whether we can supply glasses to your prescription online, email it over to us at sales@directspecs.co.uk and a member of staff will be in touch. As previously mentioned, we also cannot accept prescriptions that are over two years old due to UK law.

You can read through our PD guide here. (LINK COMING SOON)

Unfortunately contact lens prescriptions can differ quite a bit from your glasses prescription so we can’t accept contact lens prescriptions to make up a pair of glasses.

DELIVERY, COLLECTION & RETURNS

At the current time, we are only shipping within Mainland UK.

Yes, you can! If you live locally to one of our stores, simply choose “Click and Collect” as your delivery method and choose your local branch from the drop-down box.

Once dispatched from our premises, delivery usually takes 2-3 working days (Mon-Fri).

Yes. Your glasses are covered for 12 months from the date of order from manufacturing defects and defective workmanship. To claim under this guarantee, get in touch with the Direct Specs store you bought them from, or if you ordered online, email us at sales@directspecs.co.uk. Please note that refunds will not be made for return postage. For full T&C’s, click here.

We offer a 14 day money-back guarantee for all orders, provided that the glasses are returned in good condition along with all original cases and packaging. To claim under this guarantee, get in touch with the Direct Specs store you bought them from, or if you ordered online, email us at sales@directspecs.co.uk. Please note that refunds will not be made for return postage. For full T&C’s, click here.

PRODUCTS

You can read our full lens guide here.

Yes, you can! Simply choose “non-prescription” when adding your frame to your basket.

Unfortunately we can only supply prescription glasses to people over the age of 16.

There is no ‘one way’ to adjust your glasses to fit better, as there are a lot of things to consider. If you feel your frames need adjusting, feel free to drop into one of our branches and the staff there will be happy to assist you. If you ordered online and do not live local to a Direct Specs branch, your best bet would be to visit your local optician. Many opticians will adjust your glasses for a small charge, or some even for free. Please note that Direct Specs Ltd will not be liable for paying any incurred adjustment charges.

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