Frequently Asked Questions
Here we've collated some of the most commonly requested information about the services and products offered online and at our branches.
Ordering Online
What do I need to order online?
To order a pair of glasses online, all you need is your most recent prescription that is less than two years old.
What happens once I have placed my order?
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.
Can I change my order after it's placed?
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.
Do you accept NHS Vouchers online?
Unfortunately we are unable to accept NHS vouchers online, however we do accept them in our stores.
Ordering in a Branch
What do I need to order in a Direct Specs branch?
All you need to order from a Direct Specs branch is your most recent prescription that is less than two years old.
What happens once I have placed my order?
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.
How do I change my order after it's placed?
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.
Do you accept NHS Vouchers in branch?
Yes! We do accept NHS vouchers in our stores.
Prescriptions
Do you accept prescriptions from any optician?
Yes! If the prescription was given in the UK and by a UK-Registered Optician; we can use it.
How recent does my prescription have to be?
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.
What if I have a prism on my prescription?
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.
Are there any prescriptions you cannot make?
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.
What is Pupillary Distance?
Your pupillary distance (PD) is the distance between the centres of your two pupils, so an accurate figure is required when ordering your specs. To view our measurement guide, please click here.
Can I use my contact lens prescription to order my glasses?
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
Will you ship to me outside of the UK?
At the current time, we are only shipping within Mainland UK.
Can I collect my online order in a local Direct Specs branch?
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.
How long does postage take?
Once dispatched from our premises, delivery usually takes 2-5 working days (Mon-Fri).
Do my glasses come with a guarantee?
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.
What’s your returns policy?
We offer a 14 day money-back guarantee for all online 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 by emailing us at sales@directspecs.co.uk. Please note that refunds will not be made for return postage.
Products
Can I get my glasses with non-prescription lenses in?
Yes, you can! Simply choose “non-prescription” when adding your frame to your basket.
Can I get my child some glasses from Direct Specs?
Unfortunately we can only supply prescription glasses to people over the age of 16.
How do I adjust my glasses for a better fit?
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.
Can't find an answer?
If you need any further information, please get in touch.