FAQs

Have a look below to see if your query is answered here, and let us know if we've missed any.

Ordering

What do I need to order a pair of glasses?

To build the glasses we just need an up to date eyesight prescription and your pupillary distance (PD), but you can add this later if you don’t know at the time.

What happens after I place my order?

You’ll get an email confirming the order request, which will include an estimated time of delivery. Once your glasses have been made, you’ll get another email to tell you they’ve been dispatched.

Is there any way to check the status of my order?

Sure! If you sign up for an iChoose account you can keep an eye on the status of your orders. Just head to My Account > Order History.

Can I check my order status even if I don’t sign up for an account?

Sadly not – without an account we don’t store any information online.

How long do I have to cancel my order?

Due to the bespoke nature of our glasses production, we can only accept order cancellations or changes up to 1 hour after the order is placed.

Can I change my order?

Much like with cancellations, we’ll have to be notified of any amendments to your order within 1 hour.

How can I pay?

We accept all major credit and debit cards as well as PayPal.

Which web browser works best with iChoose?

For an optimal iChoose experience, we recommend using the latest version of Google Chrome or Safari web browsers.

Delivery & Returns

How much does UK delivery cost?

For UK mainland orders, complete glasses bundles are delivered by tracked DHL, which costs £5.75, and sides only orders are delivered by tracked Royal Mail, which costs £2.85. For surrounding UK territories, additional charges may apply.

How long does postage take?

All orders to the UK will be delivered within 48 hours from the point of despatch, but with glasses the complexity of the build (i.e., complicated prescription) means manufacturing time may vary.

How long is the manufacturing process?

Simple single vision prescriptions can take up to 4 days, but will normally be shipped within 2 days of order date. Complex single vision prescriptions will take 5-10 days, and varifocals 7-14 days.

How will my order be delivered?

If you’re ordering sides only, they'll be delivered by First Class Royal Mail, but if you’re ordering a bundle DHL will take care of it. The couriers will email you updates to keep you in the loop too. All orders are tracked, and if you’re ordering to mainland UK, we aim for your order to reach you within 48 hours of despatch.

Can I track my order?

Of course; all of our postage is tracked. Head to My Account > Order History to look up the status of the order, and once it’s despatched you’ll be able to click an external link to the courier’s website to track it in transit. If you checkout as a guest you’ll need to track your order via the courier’s own website.

Can I order from outside the UK?

Yes you can – we ship all over the world. Obviously delivery times and costs may vary, but your order will be shipped with DHL with full tracking details.

What are international delivery time scales?

7-10 working days from the point of despatch.

What are international delivery costs?

This varies by zone. The basket will tally up the total cost ahead of placing the order if you proceed through the checkout process. Please be aware that any import charges incurred must be paid for by the customer, and policy can vary quite a bit between countries, so contact your customs office for more detailed information. In the case of returned items, customs fees will be deducted from any refund due.

What’s your return policy?

We have a 7-day fit guarantee that allows customers to exchange or return items for a full refund up to 7 working days after delivery excluding delivery costs – no questions asked. Returns are free too. Head over to our Returns Policy section or more details.

Can I return my order from outside of the UK?

Yep. We'll provide you with a pre-paid returns label from Royal Mail to send your items back to us. If your location isn't covered by Royal Mail, we will reimburse you for the cost of returning the item via standard postage in your region. Unfortunately we won’t be able to refund shipping costs. Similarly, any import charges incurred on return will be at the cost of the customer. Refunds will be initiated after the item reaches us, once they’ve been examined by Quality Assurance.

Prescriptions

Where do I get my prescription?

First you need to have your eyes tested by a qualified optometrist, and then you just need to ask them for a copy of your prescription. They usually like you to buy glasses at their opticians’, but it’s their legal obligation to provide you with a copy of your prescription.

How recent does my prescription have to be?

We can only accept prescriptions up to 2 years old.

When do I give you my prescription?

As you progress through the checkout process, you will be prompted to enter your prescription details. If you don’t know your prescription details at the time, you can enter them later via My Account. Please note you must be an iChoose account holder to do this – guests will have to add their prescriptions during checkout.

What is my pupillary distance?

PD is the distance between your pupils, which we need to measure to accurately glaze the lenses in your new glasses. Your optician won’t always give you this seeing as it’s considered to be a fitting criteria rather than an optical one, so you’ll have to ask them for it. Alternatively, you can use our handy PD measurer application on our site, which will calculate it for your order.

What does my prescription mean?
  • SPHERE

    • A plus (+) here means you’re long-sighted and a minus (-) here means you’re short sighted. We accept values between -8.00 and +8.00, and the further from 0, the stronger prescription, the greater the curve on the lens, and the thicker the lens. If yours is quite strong you might want to consider changing the lens to a thinner one. We’ll recommend a lens depending on your prescription value at the index stage of checkout. Each eye can have different prescriptions as well.

  • CYLINDER

    • This is to correct visual distortions arising from the surface of your eye. You might have heard the word “astigmatism” banded about – this is it. 0 here means your eye’s surface is perfectly spherical, and the more that number increases, the more curved your eye’s surface actually is. Not to worry though, it’s actually more common to have astigmatism than not, and each eye can be different. If you have a cylinder value, you will also have an axis value.

  • AXIS

    • This relates to the cylinder, and it’s an indication of the direction of the astigmatism. So, maybe the surface of your eyes is oval shaped, but the direction of that oval is slightly diagonal, rather than horizontal. This is to factor for that. If you have a cylinder value, you will also have an axis value. Again, each eye can be different.

  • ADD

    • If you require reading, computer, or varifocal lenses, your prescription will have an add value. It relates to additional correction at close distances.

What prescriptions can you make?

We can accommodate for single vision, varifocals, reading, distance, and computer lenses, and we accept prescriptions from -8.00 to +8.00, measured from the sum of the sphere and cylinder. For example, a sphere of +4.00 and a cylinder of -2.00 would be a total of +2.00.

Can I use my contact lens prescription?

Alas, no – it wouldn’t be accurate. Contact lens prescriptions differ slightly to glasses prescriptions seeing as they sit on your eyeball rather than in front of it, so we really require your glasses prescription.

Can I order prescription sunglasses?

Yep – we offer a range of lens treatments, including coloured tinting and mirroring and these apply to prescription lenses too, so you can turn any frames on iChoose into sunglasses.

Product

What are your frames made from?

The fronts are made of stainless steel or acetate, and the sides are made of plastic. The nose-pads, where applicable, are made of silicone.

How many fronts and sides are there anyway?

At present, there are 120 fronts and 90 sides, so if we do some quick maths that’s over 10,000 combinations for you to play with.

How do I change my sides over?

Push down the metal bar on the inner face of each side and slide the side away. Push the new side on until the metal bar clicks into place. Make sure you have them the right way round. Please scroll to the bottom of this blog for a video demonstration.

Over time this mechanism will loosen, but to begin with we include a ring with every bundle to slip over your finger to help.

What type of lenses do you offer?

Distance, computer, reading, varifocal, blank lenses, and no lenses.

Do you offer glasses without a prescription?

Yep, we in the biz call these “plano”. Just select the blank lens option at the lens stage of the order. Your glasses will come complete with clear lenses.

What are varifocal lenses?

Your optometrist will tell you if you need these. They’re for anybody that struggles to see at all ranges. How they work is the top half of the lens takes care of focusing far away, and the bottom half takes care of focusing close up, and with the power of technology they blend seamlessly in the middle. Don’t worry; they look no different to regular lenses.

Can I order a frame only?

This could mean a few things. All frames come with predetermined sides by default, but if you’re wondering if you can get frames without the lenses, there’s an option for that at the lens options stage of the checkout.

Where can I find the measurements of the glasses?

Measurements for fronts are displayed on each individual product page.

Do you sell glasses for children?

No, we’re only able to sell glasses to people aged 16 and over.

If I have my glasses adjusted elsewhere are they still covered under your warranty?

No, having your glasses adjusted elsewhere will invalidate your warranty with iChoose.

Do any sides fit any frame?

Yep - that's the beauty of iChoose!

How do I adjust how my glasses fit?

There's no built-in way to adjust your glasses so your best bet is to go to your local opticians, where it may be possible to adjust your glasses for a small fee.

Lenses

What lens types do you offer?

Distance, computer, reading, varifocal, and blank. You’ll be prompted to select your choice during the checkout process.

What lens coatings do you offer?

Clear, anti-reflective, light reactive, polarised, tinted, and mirrored. Again, you’ll be prompted to select your choice during the checkout process.

What lens indexes do you offer?

We have a four tiered system for choosing your lens index as part of a bundle purchase:

  • Bronze (£0): standard, clear, plastic resin optical-grade lenses treated with a hard coating to prevent scratching.

  • Silver (£11): A mid-index lens at 1.60 on the refractive index, these lenses provide a lighter a thinner alternative to Bronze, and are suitable for mid to strong single vision prescription glasses. Anti-reflective coating is included as standard.

  • Gold (£24): A high index lens at 1.67 on the refractive index, these lenses provide a lighter and thinner alternative to Silver, and are suitable for stronger prescriptions. Anti-reflective coating is included as standard.

  • Platinum (£58): A super-high index lens at 1.74 on the refractive index, these lenses are the thinnest and lightest we can offer, and are suited to very strong prescriptions. Anti-reflective coating is included as standard.

You’ll be prompted to make this selection during the checkout process, and we’ll recommend an option based on your prescription requirements.

Warranty

Do your products come with a warranty?

We have a 365-day product guarantee, so if your glasses or sides break you’re entitled to a one-time replacement within that time period. Head over to our Returns Policy section or more details.

Prevention is really the best way to ensure your glasses have a long life though. Make sure you use the iChoose case to keep them protected when you’re not using them, and avoid wiping the lenses with your sleeve as it might have tiny bits of dirt of grit on it. Let the static cloth included do its job.