FAQs

Frequently Asked Questions

Q: What do I need to place an order with Visionquick?
All you need to order with us is a copy of your prescription and this must be less than two years old. If it is not, you will need to have your eyes tested with your local or high street optician and they must, by law, provide you with a copy of your prescription. They shouldn't insist or imply that you need to buy your glasses from their own practice. In addition under current UK regulations you must also be over 16 years old before we can supply you.

Q: How long will my order take?

Glasses are a bespoke,  personal item made up especially for you and by their very nature need to be made to your exact requirements. If we have your selected frame in stock then we can generally post your glasses within 2-3 working days from receipt of your order.
We endeavour to keep as many frames and colour combinations in stock as we can, however it is not always possible to have every exact frame available at all times. As a result occasionally we may need to order the frame from our suppliers to fulfil your order. Likewise some lens power / prescription combinations may need to be specially ordered and this can also take additional time. Although we strive to despatch your order as soon as we can, occasionally it may take up to 28 days to fulfil you order .

Q: How can I order from you?
We can accept orders via our website, by fax or by letter. We prefer not to take orders over the telephone as it is possible for errors to occur with prescription values etc. but contact us if this is a problem. Payments can be made using all major credit/debit cards on our website. We can also take your credit card details over the telephone. If you wish to pay by cheque we will need to wait for confirmation of clearance by the bank before despatch.

Q: Can you re-glaze my existing frames?
No - unfortunately we do not currently re-glaze existing frames

Q: Do you require Distance, Intermediate or Reading ?
These options are available as part of the selection process on our website to enable you to choose a pair of glasses that match your needs. If you are not sure which box to tick, please give us a call.

Q: Can I use my contact lens prescription for ordering glasses with you?
Although the prescriptions may seem to be similar, they usually will have some differences which will make a contact lens prescription unsuitable for use when ordering conventional spectacles.

Q: What is my Pupilary distance (PD), and how do I obtain it?
Your pupilary distance (PD) is the distance between the centres (pupils) of each of your eyes, measured in millimetres. Your PD measurement is used when we take a lens with your prescription and customise it to both fit your frame and you. To be effective, a lens must be cut so the centre is directly in front of your pupil. Without your PD it is difficult to work out where that point is for you. Your PD can be provided in minutes by your optician or doctor, and so we highly recommend that you ask for it when you have your eyes tested. Alternatively, you may also choose to use an average PD, which is provided for you as a default when ordering.   

Q: What do the frame measurements mean?
The easiest way to find the right frame size that will fit comfortably, is to get the dimensions from a current pair of glasses you already own. On one of the arms you will usually find three measurements, the first two separated by a rectangle. The Lens Diameter is a matter of choice. As most of our frames come with spring hinges, the fit in terms of width will naturally adjust within reason. The other two measurements (Bridge Width and Arm Length) determine the fit. They do not need to be exact, but the closer they are to your existing pair, the more likely your new glasses are to be a comfortable fit.

Q: What if my frames require adjusting after I receive them?
If your feel your frames require a minor adjustment, most optical stores will carry this out. Usually they will do this without charge but in some cases a small fee may be applicable.

Q: What are the lenses made of?
We use lightweight CR39 plastic lenses for most of our glasses. For our 'thin' lenses, we use 1.6 high-index lenses. With some of our lenses we are able to offer high quality Hard Coating and/or Anti-reflective coatings.

Q: Do you sell prescription sunglasses and tinted lenses for spectacles?
Your glasses can be made with the "Transition" or “Sunsensors” photosensitive features. These types of lenses are clear in normal lighting conditions, but tint themselves under sunlight and include a 100% UV filter. These types of lenses can be fitted to any of the frames in our range or any of the designer brand sunglasses which we stock . These options can be specified when ordering after you have selected your frame.

Q: What types of lens coatings and tints do you provide?
We offer a number of different lens coatings and tints, these options are available when you chose you lenses during the ordering process.

Q: Do you sell bifocal lenses?
Unfortunately at present we do not offer bifocal lenses.

Q: Can you give me some information about common eye conditions? Please use this link to go to the Eyecare Trust's excellent website which explains all the common ailments of the eye.

Q: What about Varifocal / progressive lenses?
Due to the complexities of taking varifocal/progressive orders, we do not sell Varifocal lenses at this time.

Q: What are the delivery charges?
Delivery charges are shown at the end order process in your basket. We offer free delivery using Royal mail Second Class but you can upgrade to First Class etc at additional cost.

Q: How can I keep track of my order?
When you place your order, we will immediately send you an email order confirmation. A second email will be sent to you once your order has been dispatched, alerting you to the fact that your order is on its way to you. You can log in using your details you created during the ordering process to check on progress of your order.

Q: Do you accept NHS Glasses Vouchers?
No at present.

Q: Are you secure?
We do not hold you credit card information either on paper or on our servers. When you enter your details they are passed through a 128 bit secure payment gateway using industry leading encryption to the Protx payment gateway system

Q: What if I entered some information incorrectly?

Immediately call or send an email alerting us, because we process orders very rapidly. For this reason we ask you to please double-check your prescription and shipping information prior to submitting your order. Once you've placed we will send you an email confirmation of your order. We recommend that you print a copy of the email for your reference

Q: What is your Guarantee, Refund & Exchange Policy?

At Visionquick we believe that the only way to maintain our success is by looking after our customers.

So that can show our confidence that you will be happy with your purchase, we offer a 14 day no quibble returns policy. This is in addition to and does not affect your statutory rights. If the glasses do not suit you, simply contact us for returns authorisation within 14 calendar days of delivery of your order . You then just need to pack the glasses securely and send them back to us within a further 14 days. We will then credit your credit card for the full purchase price or if you have paid by any other method we will repay you the purchase price by that same method.

Due to health and safety requirements we can not accept consumable products such as cleaning fluids, cleaning cloths etc. for return unless they are faulty.

In addition our spectacles come with a 12 months warranty for manufacturing defects, but we can not be responsible for accidental damage, abuse, modification etc. If you should have a problem with your glasses call our helpline for advice. 

If you return goods to us you must ensure that they are properly packed. We strongly recommend that you use recorded delivery or a courier service to send them back as this will provide proof of return for you. We can not be held responsible for goods and provide a refund unless we receive the goods in good condition.  Proof of posting is not proof of delivery.

The History of Glasses

The first corrective device may have been used by the emperor Nero who watched the gladiators through a polished emerald during the first century. But it wasn't until 1268 that Roger Bacon, an English philosopher, wrote about the possible use of lenses for what we now know of as spectacles, although the Chinese had placed magnifying lenses in frames around 300 years earlier. The Italians are considered to be first Europeans to wear glasses with paintings during the Middle Ages portraying individuals in spectacles.

Along with the introduction of printing in the 15th century the demand for glasses increased in England and in 1629 a charter was granted to a guild of spectacle makers.
Around 1760 Benjamin Franklin commissioned the first bifocal lenses, which are still occasionally being produced now. Also during the 1700's sides that attached over your ears were established by an English optician. Only spherical lenses could be made up until the 18th century when toric lenses were introduced enabling astigmatism to be corrected.

During the 1950's Varilux lenses were invented in France and in the early 1960's we saw the first photochromic (react-to-light) lenses. The optical resin of choice today known as CR39 was launched in 1962 and in 1983 we saw the first polycarbonate lenses which had the benefits of being thinner and more break resistant than existing resin lenses. In 1987 the first thinner non polycarbonate lenses were released and improved technology has recently seen thinner lenses with improved optical characteristics launched.

Spectacle frames have been made out of most materials throughout history including all of the precious metals, rolled gold, iron, stainless steel, bone, shell, leather and modern plastics that take on the appearance of more traditional natural materials. We've also seen memory metal and Kevlar®. Various metal treatments and the durability of plastics have seen a wealth of colours and finishes. But spectacles frames had a function and there design was based on that fact and in the UK the market was dominated by the NHS and other options were limited by design and affordability. In the 1960's designers such as Mary Quant introduced a range of frames and other manufacturers in the UK, Europe and other countries started to influence the private frames market. In the current optical market we have a fabulous choice of designer frames and other well designed products to choose from. It's never been a better time to wear glasses!

Time line...

During the first century, Nero reportedly viewed the gladiators through a polished emerald!

900's The Chinese used magnifying lenses.

1258 Roger Bacon was the first to document the possible use of spectacles.
1629 A charter was granted to the guild of spectacle makers.
1760 The first bifocal lenses were introduced.
1700's Sides that fitted over your ears were used.
1700's Lenses that corrected astigmatism were established.
1948 The NHS was launched
1959 Varilux lenses were invented.
1960's CR39 and photochromic lenses were launched.
1983 Polycarbonate lenses were introduced.
1987 The first non polycarbonate optical resin was launched.
2004 Glasses became available over the internet.

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