Frequently Asked Questions
PRESCRIPTION & LENSES
ORDERS & PAYMENTS
WHERE DO I GET MY PRESCRIPTION?
It is important for you to provide us with valid prescription details to allow us to complete your order accurately. Following an eye examination, you will be able to obtain a copy of your prescription from your optician. Under the UK Opticians Act of 1989, every optician is required to provide this for your own records. Prescriptions have to be less than two years old. If you don’t have a current prescription, you’ll need to have your eyes examined by an optician before placing an order.
HOW DO I READ MY PRESCRIPTION?
Prescriptions are written in a standard manner. If you have all of the necessary information, you may proceed to placing your order by simply inputting the prescription values. Any fields on your prescription that are blank should be left blank. If you don’t have your prescription handy, you can send it to us as soon as possible after placing your order via email or post; but, your glasses will not proceed into production without a prescription.
If you have a near addition or intermediate addition value, your optician may only write it in one spot on your prescription. On our web ordering system, however, this value must be entered in both eyes. Please note that the value required for reading glasses is near addition, while the value required for computer use glasses is intermediate addition.
If you are still having problems understanding your prescription, then please contact our customer care team on email@example.com and we can advise you. We may need you to contact your optician for clarification or in the case of your prescription being in a different format.
Your optician will write a prescription for you based on your vision. Check to verify if your prescription falls within our laboratory’s parameters. Please contact us at firstname.lastname@example.org if your prescription is not covered by the prescription ranges on our website’s prescription entry pages. We will do our best to accommodate your prescription if possible.
DO I REQUIRE DISTANCE, INTERMEDIATE OR NEAR PRESCRIPTION GLASSES?
Your optometrist will determine the sort of glasses you need. To see clearly in the distance, select the distant option; for clear reading and close work, select the near option; and for intermediate viewing (such as computer displays), select the computer option.
WHAT LENS OPTIONS DO YOU OFFER?
The maximum prescription we offer is +/-10.00 SPH (sphere) and +/-4.00 CYL (cylinder). We show our recommendations where high index lenses are beneficial for specific lens powers and we will always advise you if our professional team thinks you would benefit from a high index material. Cosmetic appearance is greatly enhanced with a high index lens. We usually consider that any prescription greater than or +/- 4.00 sphere often needs this type of lens (high index lens) which is indexes 1.6 and above.
SINGLE VISION/ VARIFOCALS/ BIFOCALS
Lenssociety offer three main lens types, single vision, bifocals and varifocal lenses. We offer a large variety of frames to accommodate varifocal and bifocal lenses and all of our frames are suitable for single vision lenses.
Single vision lenses are suitable for people who want spectacles for distance only or near vision spectacles for reading only i.e. a single use. These are the lenses of choice for people not wanting or not requiring bifocals or varifocals.
Bifocal lenses are required by people who want the convenience of distance and near powers, all in one lens, (i.e. two powers in one). They have a visible segment on the lenses where the two powers of the lens meet.
Varifocals are similar to bifocal lenses, where the lens contains more than one power for different vision uses however there is no visible segment on the lens. This makes it more cosmetically appealing and provides for all your vision corrections.
HOW LONG WILL IT TAKE TO ADJUST TO NEW LENSES?
If you have never worn glasses before or are having your prescription updated it is likely you will notice a difference in your vision when you wear your new glasses. This is completely normal and to be expected, the whole point of glasses it to make a difference to your sight and in most cases people adjust to this change very quickly. Even so, we would always recommend that you wear your glasses a few days and feel totally comfortable with them before embarking on any activity that could cause you or others any danger if you are not completely at ease with the vision in your glasses.
For people ordering new or updated varifocal lenses, our experience has shown that it takes a little longer, around 2 weeks, to get used to your new lenses and here are some tips for getting used to your new glasses:
- Make sure your glasses fit properly, they should not slip from the bridge of your nose
- Make sure you are entirely comfortable with your sight in your new glasses before embarking on any activity that could cause you or others any danger if you are not complete at ease with the vision
DO YOU SELL HIGH INDEX (THIN) LENSES?
Yes. Thinner lenses are made from a higher index material. They are considerably thinner than standard lenses and are often lighter than the same lenses made in conventional plastic, so they’re more comfortable to wear and improve the cosmetic look considerably.
High index lenses are recommended for:
- People who prefer a thin and comfortable lens option
- Prescriptions for a higher power range to give a better appearance
- Rimless frames as they provide a superior strength. Our polycarbonate lenses are unbreakable and impact resistant.
In relation to standard thickness lenses 1.60 index lens is approximately 25% thinner/lighter and a 1.74 index lens. 40% thinner/lighter.
We offer three types of high index lenses
Thin Lenses have 1.60 refracted index
Thinner Lenses have 1.67 refractive index
Thinnest Lenses have 1.74 refractive index
DO YOU SELL PRESCRIPTION GLASSES WITH TINTED LENSES?
Yes. We offer a wide variety of tints, available in a range many colours. Tinted lenses retain their colour and it does not fade, rub or wash off. Tints can be light or dark in colour intensity. The standard tint colours we provide are sunglass grey, brown and graphite green.
We also offer transition lenses that automatically tint under sunlight and filter out harmful UV rays but are colourless when not in sunlight. Transition lenses therefore have the added bonus of providing two uses in one pair of glasses.
Transition lenses are often not suitable for use inside cars when driving, as some windscreens absorb the UV light used to make transitions lenses work. In this case the lenses would not darken. Transition lenses are great all-round lenses, offering everyday use combining a clear lens for indoor use or low light intensity situations then darkening to transform into sunglasses in high light intensity situations. They provide 100% UV protection and glare reduction is achievable because the lenses adapt to changing sunlight. Darkening in sunny conditions and lightening up with indoor use, they reduce the inconvenience of carrying around an extra pair of prescription sunglasses. Our transitions lenses – are available for single vision, varifocal and bifocal prescriptions.
According to the World Heath Authority, even on a cloudy day in the UK there is harmful UV radiation, so make sure your eyes are protected by using sunglasses or Transitions lenses.
WHAT IS THE BEST LENS TINT COLOUR TO USE?
Brown and grey are the most popular tint colours, but we also offer a graphite green tint. All tints are available in light and dark, offering you a wealth of choice.
Brown is overall the most beneficial colour lens as it allows the wearer the widest light spectrum through to the eye, while blocking blue light and offering optimum contrast. Brown lenses are great for activities where distances need to be constantly judged; like tennis, golf, skiing, or other sports requiring acute visual perception and contrast differentiation. Brown is also best for lower light situations, like fishing in the late afternoon or early morning.
Grey tints are most useful for bright light situations like water sports because it blocks out the brightest of the sun’s rays. Other colours like green and blue are used more for fashion purposes than for utility. Yellow is used to heighten contrast without blocking too much light, and it is commonly used for shooting and skiing on cloudy days.
TAKE A LOOK AT OUR LENS COLOUR GUIDE BELOW:
DARK GREY reduces the maximum amount of visible light and allows for true colour recognition. It is perfect for bright sunny days and in cases where heavy glare can cause problems for your sight. In addition to general use. This tint colour is great for driving and deep water fishing.
DARK BROWN provides excellent contrast and improves visual acuity and depth perception. It is perfect for bright, sunny and varying light conditions. Dark Brown lenses reduce blue light and are best for driving, golfing and shallow water fishing.
DARK GREEN has slightly better contrast than the grey colours, but is not considered a high contrast lens. Green maintains true colour balance and is a good choice for varying light conditions. Green lenses are used for tennis, driving and golf as well as an all-purpose colour.
WHAT IS THE BEST LENS TINT DENSITY TO USE?
We offer two tint densities:
- A Light tint – used as a fashion tint or generally for outdoor protection from the sun but not extreme light situations, such as midday sun on the water. These would be more suitable for driving conditions and can be used indoors.
- A Dark tint – used for sunglasses in bright light situations and provide maximum protection from the bright sun especially for those sensitive to bright light. This dark tint is not suitable for night driving or indoor vision. The most popular colour for dark tints are brown and grey.
CAN I USE MY CONTACT LENS PRESCRIPTION FOR ORDERING GLASSES WITH YOU?
No. Contact lens prescriptions vary considerably to from glasses prescriptions. You must have a regular glasses prescription less than two years old in order to purchase glasses.
WHAT IS PUPILLARY DISTANCE?
Your pupillary distance (often referred to as PD), is the correct term for the distance between your eyes, measured between the centre of the pupils. This measurement is important in ensuring you get the optimal level of performance from your glasses. Your lenses need to match your PD measurement so that the centre of each lens fits with the centre of your pupils.
HOW CAN I FIND MY PUPILLARY DISTANCE?
Your pupillary distance is usually measured during an eye examination, but is not always included with your prescription. You can either ask your optician for your pupillary distance during your eye test, we can take the measurement from an existing pair of glasses, calculate the measurement for you or use the national average. If you send your own glasses into Lens Society to have the PD measurement taken by one of our specialist technicians, we will endeavour to have the glasses returned back to you as quickly as possible. Please note if you wish your PD to be taken from your existing glasses you must select the option ‘Send Own Glasses for PD Check’ when placing the order. This is a free service provided to all our customers.
CAN YOU MEASURE MY PUPILLARY DISTANCE FROM MY OLD GLASSES?
Yes. If you send an old pair of your glasses into us one of our qualified technicians will measure the pupillary distance of your existing glasses. This is a free service provided to all our customers. Your frames will be returned to you after the pd has been taken.
WHY DO YOU NEED MY PUPILLARY DISTANCE?
A strong prescription on a pair of glasses with an incorrect pupillary distance for the user won’t cause any harm to the eyes, but may result in strain or discomfort. An accurate pupillary distance allows us to provide you with the most comfortable and suitable pair of glasses possible.
CAN I ORDER FRAMES WITH NO PRESCRIPTION IN THEM?
Yes. Many people who do not need to wear glasses for sight correction choose to buy glasses as a fashion accessory or statement. If your eyesight is fine but you’d like some designer or fashion glasses, you can order frames with non-prescription (Plano) lenses. Just select non-prescription on the when checking out.
WHAT ARE YOUR LENSES MADE OF?
Most of our lenses are made from lightweight plastic (CR39). In our experience, plastic lenses are far more durable, much lighter and are less likely to scratch or break when accidentally dropped compared to traditional glass lenses. In all of our rimless frames we fit polycarbonate lenses; this material is unbreakable and the strongest lens material available.
ARE YOU LENSES QUALITY ASSURED?
All orders are checked by our fully qualified laboratory technicians before dispatch and conform to all British standards and impact tests. All aspects of the frame and lens manufacturer are monitored to ensure that only high quality products are dispatched to you. Our laboratories work to and our products conform to government-approved British standards.
Your completed glasses will come with a cleaning cloth and will be safely packaged for delivery. Should your glasses not reach you in perfect condition we will adhere to our 100% guarantee returns policy, and refund the full cost of the spectacles to you, provided that you inform us of any defect within 7 working days of receipt.
WHAT FRAME STYLE WILL BEST SUIT MY FACE SHAPE?
Whatever shape your face, there will be a frame style to suit. Use our mini-guide below to help you select the most flattering frames for your face shape:
With this face shape you really can wear any frames, although do consider scale: a petite face will suit smaller frames and a larger facial structure will benefit from a more dominating frame.
Angular features can be very attractive for a masculine look, but may need softening for women. Opt for glasses with a slight oval shape to soften angular features. If you choose a squarer frame, look for one with rounded edges.
Glasses that only have emphasis at the top or bottom of the frame will suit your face if you have a long face shape.
If you have a triangular or heart-shaped shaped face then you will want to avoid too much emphasis across the temples. Frames with strong or heavy top edges are best avoided. A rimless frame will be a great option for you if you have this face shape.
TRACKING YOUR ORDER
You can track your orders with Lens Society via the ‘Your Account’. In order to track your order, you need to log into your account and select ‘Track your orders’. From here you will be able find the order status for each of your purchases.
TROUBLE LOGGING IN?
If you’re having trouble logging in, or can’t remember your password, simply click ‘Forgotten your password’ to reset it.
Enter the email address associated with your account and click ‘continue’. You will then receive an email with a to create a new password.
If you’re still having trouble logging in, contact our customer service team on email@example.com and we’ll do our best to solve the issue for you.
PAYING FOR YOUR ORDER
WHICH PAYMENT METHODS ARE ACCEPTED?
We can accept payment for orders using a credit or debit card. We currently accept Mastercard, Solo, Switch, VISA Electron and VISA.
CAN I PAY VIA CHEQUE OR POSTAL ORDER?
We currently don’t accept cheques or postal orders as methods of payment.
ARE MY PAYMENTS SECURE?
We take your privacy and security seriously. All payments made via the Lens Society website are 100% secure. We test our payment system every 24 hours to ensure our customers are safe from fraud and identity theft. We use Stripe and google pay to process all credit and debit card transactions for reliable, secure online payment.
Your personal information is always protected by secure encryption on our website. When you enter your payment details, you can see a small lock icon on the top left-hand corner of your web browser to indicate that this is a secure page.
HOW DO I KNOW MY PAYMENT HAS BEEN SUCCESSFUL?
You will see a confirmation message on your screen once your payment has been processed, as well as a confirmation via email. If you’re unsure if your payment has been successful, you can contact our customer service team on firstname.lastname@example.org and we’ll be happy to help.
WHAT IF MY PAYMENT HAS BEEN DECLINED?
If your payment is declined, you will receive an error message when trying to pay. In this instance, check your card details and try making the payment again. You may need to check with your bank that there are no issues with your card or account.
If you continue to have problems and want to contact a member of the Lens Society team, please contact us on email@example.com.
DO YOU ACCEPT NHS VOUCHERS?
Yes, we do accept NHS vouchers as long as you have the authorisation and voucher codes, please email us on firstname.lastname@example.org to get this added on your account and against your order.
WHO AUTHORISES MY ORDER?
Your order will be reviewed and authorised by one of our fully qualified opticians, who will make sure that all the necessary information has been provided and that the frame and lens you have ordered are suitable for your prescription and individual needs.
I'M HAVING TROUBLE WITH THE WEBSITE; CAN I ORDER OVER THE PHONE?
If you’re having any issues accessing our website or making orders, please let us know so we can help you make your order and fix any issues as soon as possible.
HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTER?
If you wish to end your subscription to our newsletter, simply scroll down to the bottom of the last email you received and select ‘click here to unsubscribe’.
CAN I BUY GLASSES FOR MY CHILDREN ON YOUR WEBSITE?
Unfortunately, no, it’s currently against the law in the UK to sell glasses online for children under 16 years of age.
CAN I USE THE PRESCRIPTION FOR MY CONTACT LENSES TO MAKE ORDERS ON THE WEBSITE?
Unfortunately, no, as prescriptions for contact lenses will differ from prescriptions for glasses, as they work in a different way. You will need a recent prescription for glasses to order prescription lenses from Lens Society.
DELIVERY OUTSIDE OF THE UNITED KINGDOM
We unfortunately do not currently offer delivery outside of the UK.
We offer the following delivery services:
Standard Delivery 2nd Class Royal Mail at a charge of £3.50.
Standard Delivery 1st Class Royal Mail at a charge of £5.00.
We make every effort to ensure our items are dispatched and delivered as quickly as possible. The majority of orders are dispatched within 3-7 working days from the order date. Some glasses take longer, up to 7-14 working days, due to more complex lenses or if our opticians need to contact you about your order.
All ACE lenses production single vision orders will be complete within 48 hours and dispatched via Royal Mail 1st Class delivery (if in stock). If ordered after midday the order be made and dispatched to you on the next working day.
You will receive a confirmation email once your item has been dispatched, and in the rare case of delays, you will be notified as quickly as possible.
In the unlikely event that you haven’t received your item, get in touch with us on email@example.com and we will resolve the issue as quickly as we can.
WHAT IF MY ITEM IS DAMAGED?
In the rare event that you receive a damaged item, please contact us on firstname.lastname@example.org and we will do our best to resolve the issue as quickly as we can.
WHAT IF I RECEIVE THE WRONG ITEM?
In the rare event that you receive the wrong item, please contact us on email@example.com and we will do our best to resolve the issue as quickly as we can.
WHAT IF THE GLASSES I RECEIVED NEED ADJUSTING?
If you need your frames adjusting, you can contact us on firstname.lastname@example.org. Alternatively, you can take your glasses to a local optician, although they may charge a small fee to make the necessary adjustments.
Similarly, if you find a screw has fallen out of your frames at any point, you can return the frames to us and we will fix them for free, or you can take them to a local optician practice.
CAN I RETURN FRAMES IF I SIMPLY DON'T LIKE THEM?
We will accept returns for products that you don’t like, as long as the conditions set out in the Lens Society returns policy are met.
Finding the right style of glasses isn’t the only thing you need to consider when buying new spectacles online.
UNDERSTANDING YOUR FRAME MEASUREMENTS
Firstly, consider the lens diameter which is the width of the glasses lens (measured in mm). This will be dependent on your preference for how you want your glasses to look; bear in mind smaller faces may be fine with smaller lens diameters whereas larger faces may need a larger lens depth in order to see more comfortably out of the lenses.
The bridge width (the gap above your nose between the lenses) will be dependent on how large your facial profile is. If you have a larger nose and wider face, go for a bridge width of above 20mm.
Considering arm length is also important. Once again, larger faces may feel more comfortable with an arm length of above 140mm.
Lens depth is an important consideration for complex lenses such as a varifocals and bifocals A larger frame will allow for a wider field of vision and allow your complex lens to be fitted properly and allow both the reading and distance prescription to fit in comfortably.
Finally, the frame width is important to consider for larger faces. If you have a large face you may want to opt for a larger frame to allow for a comfortable pair of spectacles. Sunglass tints are also important to consider, as glasses frames with limited width won’t allow for much shelter from the sun’s rays.
Look at our measurement guide below for guidance on where to find these measurements. If you have a pair of glasses you find particularly comfortable, choose a pair of new glasses with these measurements in order to ensure your new glasses are as comfortable as your old ones.
Measurements on the arm of your spectacles are listed in order of lens diameter, bridge width and arm length and will look something along the lines of 52  17 140. Remember, everything is measured in millimetres (mm).
Save Up to 70% On Your Glasses
We offer lab direct prices without sacrificing the service or quality you'd
expect from a high-end retailer.
Save Up to 70% On Your Glasses
We offer lab direct prices without sacrificing the service or quality you'd
expect from a high-end retailer.