The Uk's Online Lens Experts

Terms and Conditions

1. Basis of Terms & Conditions

1.1 The supply of goods by 'Eyewear Glasses' is governed under the Sale of goods Act 1979 and subject to and governed by United Kingdom law.
1.2 Your order and acceptance of the Terms & Conditions will constitute a legal agreement. Our acceptance of this order and delivery of the goods will form a legal binding contract between and you the customer.

2. Supply of Goods.

2.1 We will display all the goods on our site as accurately as possible, taking into account techniques that apply to web site design, graphical and photographic technology and indicate measurements.
2.2 All goods are sold subject to availability.
2.3 We will only supply prescription glasses or prescription lenses to customers over the age of 16 years.
2.4 We will not supply glasses or prescription lenses to customers who are registered blind or partially sighted.
It is the customer's obligation to supply correct prescription information from which the lenses will be produced.
2.5b The customer must supply a prescription supplied by a registered ophthalmic optician completed within the last two years.
2.6  We cannot be held responsible for any inaccuracy involving 'varifocal fitting height' measurements taken by the customer, as part of a new order for frames and lenses.
2.7 All prescription lenses can only be made to the specification stated on the opticians sight test prescription supplied by the customer.
2.8 Unless you state otherwise, we use an appropriate average pupillary distance 'PD' to complete your order. This PD measurement has been provided by qualified dispensing opticians. By agreeing to these terms and conditions, and unless you state otherwise, you will be agreeing to let us use an average PD of 63mm for bifocal and single vision distance lenses, or a PD of 60mm for single vision reading lenses. Online Glasses Direct recommend that you consult your optician to obtain your PD before ordering your prescription glasses, and provide that number to us when ordering.
2.9 Notwithstanding, all customers frames used for our 'reglaze' service are sent in at the customers own risk and we cannot be held responsible for any damage that may occur during the glazing process.

3. Price.

3.1 All prices on our web site are subject to change periodically at the end of every calender season.
3.2 Price displayed on our web site or literature are correct at the time of display.
3.3 We reserve the right to alter prices from time to time without prior notice. However once we have accepted your completed order we will honour the price stated on that order.

4. Payment.

4.1 Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
4.2 We accept Visa and Mastercard.

4.3 When your confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
4.4 Full payment of your order including delivery charges or insurance must be made prior to delivery and on acceptance of your order.
4.5 We cannot accept any responsibility or liability for failures in transmission of information, deletion, non-delivery or failure to store any communications by the customer.

5. Back Orders

5.1 If your glasses or lenses are not in stock, we will back order for you. You will always be notified by email if your item is currently out of stock. You have the right to cancel your order if you would rather not wait.

6. Credit Card Security

When the order is placed at our web site, credit card numbers are encrypted using 128 bit encryption.
They are not held in clear text on any web site and we have no access to your details.

7. Delivery

7.1 Delivery of all goods will be made within 28 days subject to availability.
7.2 All goods will be delivered to addresses in the United Kingdom or Worldwide.
7.3 It is the obligation of the customer to supply the correct delivery details when placing any order.
7.4 Prices displayed on our web site exclude delivery.

8. Cancellation & Returns.

8.1 The customer has the right to cancel any stock single vision order within 7 days of the order having been accepted by 'Eyewear Glasses', assuming that the prescription glasses or lenses have not been delivered within this time. Any other orders that are 'custom made', such as varifocals or non-stock items, cannot be cancelled in accordance with the
EU Distance Selling Directive.
8.2 Once you have received the goods at the address specified in your delivery instructions, the risk of damage to the goods shall pass to you.
8.3 We hope you will be totally satisfied with the order you have made with 'Eyewear Glasses'. Your order will be carefully inspected before being dispatched. Upon receiving your goods, please inspect them and inform us immediately if they are damaged. If they are, please return them to us within 14 days and we will supply you with another identical product.
8.4 The customer's delivery will contain written confirmation of the prescription that was entered into our order form when the order was placed. If the customer suspects that the product supplied does not match the prescription ordered, do not use. Please notify us immediately. In the rare event that this might occur, please send your goods back immediately so that we can verify the prescription that has been applied to your purchase. If an error on our part has indeed been made in the construction of the customer's lenses, we will rectify the problem and send the corrected product to the customer. If for any reason, we cannot rectify the problem, we will offer the customer a full refund.
8.5 The cost of delivery and or insurance is non-refundable
8.6 Your rights to return goods are protected under the EU Distance Selling Directive which can be found at

9.Reaching Us

If you need to reach us, please email us, phone us or write using the link on the contact page.

10. Privacy Policy do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfillment. In this case, the third party will not disclose any of the details to any other third party.

What information do we collect?
We collect information from you when you place an order, subscribe to our newsletter, respond to a survey or fill out a form.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

Google, as a third party vendor, uses cookies to serve ads on your site. Google's use of the DART cookie enables it to serve ads to your users based on their visit to your sites and other sites on the Internet. Users may opt out of the use of the DART cookie by visiting the Google ad and content network privacy policy..

What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:

• To personalize your experience
(your information helps us to better respond to your individual needs)

• To improve our website
(we continually strive to improve our website offerings based on the information and feedback we receive from you)

• To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)

• To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.

• To administer a contest, promotion, survey or other site feature

• To send periodic emails

The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.

Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Do we use cookies?
Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart, understand and save your preferences for future visits, keep track of advertisements and compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone or by contacting customer service.

Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

Your Consent
By using our site, you consent to our privacy policy.

Changes to our Privacy Policy
If we decide to change our privacy policy, we will post those changes on this page.

11. Liability

11.1 Goods purchased from our site are subject to English Law only.

11.2 Nothing in these terms and conditions is to be taken to exclude or restrict any rights which applicable law grants to you in respect of such goods. Individual goods may be the subject of additional warranties or guarantees given by their manufacturers directly to you.
11.3 We do not accept any responsibility and will not be liable for any damage to the goods caused by you.

11.4 We shall not be liable to any person for any damage or loss that may arise from the use of any goods displayed on our site.
11.5 Without prejudice to your statutory rights, all the information and materials contained in this site (including, without limitation, text, graphics and links) are provided on an "as is" basis with no warranty and in particular, we do not represent or warrant that the information accessible via this site is accurate, complete or current or that the use of this site will be uninterrupted or error-free.

11.6 We do not accept any responsibility or liability should your frame break or chip during any reglaze process where your own frame has been used for new lenses to be fitted.

11.7 Notwithstanding anything else in these terms and conditions, in relation to any one event or series of events relating to the purchase of any goods from the 'onlineglassesdirect' web site, we will not be liable for: (i) claims relating to the availability of the '1. Basis of Terms & Conditions

11.8 We shall not be held liable for any inaccuracy involving 'varifocal fitting height' measurements taken by the customer, as part of a new order for frames and lenses.

12.0 Returns Policy

Please see clause 8.3, 8.4 and 8.5

Returns for exchange or reglaze should be posted to:

Eyewear Glasses

Please email us before returning goods for replacement or repair quoting your order number.

Faulty or wrong item
If the item you received is faulty or is not what you originally ordered, please e-mail quoting your order number, your name and address, details of the product and the reason for return . We will then advise on how to proceed with the return.

Discount codes & vouchers
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

This returns policy does not affect your statutory rights.

If you cannot resolve my problem how long will it take to refund me?

Before contacting us please take note of the time scales required to process a refund: Please allow 5 working days from receipt of a return for us process a refund.

Once a refund is processed you will receive an e-mail confirming this (the e-mail will be sent to the same e-mail address as your Order Confirmation e-mail was sent).

After receiving the return confirmation e-mail, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address within 5 working days).


13. Delivery

13.1  We will make reasonable endeavours to ensure your Goods are dispatched to you as quickly as possible after placing your order.

13.2  You will be notified by email at the time your Goods are dispatched.

13.3  Delivery of the Goods will be made to the address provided by you at the time you placed your Order.

13.4  If your Goods are not delivered safely within a reasonable number of days of you receiving notification of dispatch, you should contact us. Customers should promptly inspect goods delivered to them to satisfy themselves that any goods delivered to them are as expected.

13.5  Any orders placed outside the UK can take up to 28 days for delivery from the time your item is despatched.

13.6  In the case of non delivery after a 28 day period, if either or our courier is at fault, you will be offered the choice of a full refund or re-delivery.


Before contacting us please take note of the time scales required to process an exchange: Please allow 7 working days from receipt of a return for us process an exchange.
Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
UK - Up to 7 working days

Part of my order is missing
Regrettably mistakes can happen. If you have received you order and an item is missing, please e-mail quoting your order number and the missing item and we will investigate the matter further.

Do I have to pay for return postage?
If you are returning an item to us for an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty or is not what you originally ordered, please e-mail quoting your order number, your name and address, details of the product. We will then advise on how to proceed with the return.

Why have you not refunded the delivery charge?
Delivery charges are non refundable unless you have received a wrong or faulty item from us.' range, the '' web site, points of purchase, or the success or level of sales resulting there from; (ii) any indirect, incidental or consequential damages or lost profits.
11.7 The above exclusions of liability shall not apply to any damages arising from personal injury or death where they result from our negligence or the negligence of our servants and agents in the course of their duty.
11.8 Neither the buyer or the seller shall be liable to the other or be deemed to be breach of contract by reason of any delay in performing or any failure to perform, any of it obligations in relation to the goods, if the failure was beyond that parties control i.e.; act of God, explosion, flood, fire or accident. War or threat of war, sabotage, or insurrection. Change in Acts, restrictions, regulations or bye-laws.