General FAQs

Q. What is reglazing?

A. Reglazing is the process of replacing the lenses in your existing frames with new ones, allowing you to update your prescription or lens type without changing your favourite glasses.

Q. Why should I reglaze my glasses?

A. Reglazing is a cost-effective and eco-friendly way to refresh your glasses. Whether your lenses are damaged, your prescription has changed, or you simply want an upgrade, reglazing allows you to keep your favourite frames while saving money. It also reduces waste by eliminating the need for new frame production and transport, making it a sustainable choice.

Q. Do you only reglaze old frames, not new ones?

A. Not at all! We fit lenses into both old and new frames. In fact, we reglaze nearly as many brand-new frames as we do existing ones.

Q. Where can I buy new frames without lenses?

A. One of the best places to buy high-quality frames without lenses is shOptical. They offer a fantastic selection of stylish frames at great prices, and as an added bonus, if you buy your frames from ShOptical and send them to us for reglazing, we’ll give you 10% off your lenses!

We’ve also put together a list of other recommended retailers where you can find great frames – check out our Frame Finder page for more options.

If you happen to find frames at TK Maxx, they often offer discounts of up to 60% off the RRP, and we’ll give you a £5 discount per pair when you send them to us for reglazing.

Q. Are you just an "internet-only" company that's hard to contact?

A. Not at all! We are industry specialists with over 30 years of experience, fully based in the UK. You can reach us by phone at 01923 940 408 during normal working hours, and we aim to respond to emails as quickly as possible. Plus, we offer live chat on our website for fast and convenient support. Rest assured, you’re dealing with professionals who are always happy to help!

Q. Why are your prices so much lower than the high street?

A. We keep our prices low by having our own glazing lab and working directly with optical lens manufacturers, cutting out the middleman. Additionally, we don’t have high street overheads, which allows us to pass those savings directly on to you for your lenses.

Q. What if I am unhappy with my order?

A. Your satisfaction is our priority! If you’re experiencing any issues, whether it’s visual discomfort or something else, our team of experienced professionals is here to help. We can assess any concerns, identify the cause, and recommend the best solution. Before considering a return, get in touch with us, and we’ll do everything we can to make things right for you.

Q. What is your returns policy?

A. We offer a 30-day, no-quibble money-back guarantee. If you’re not happy with your glasses for any reason, simply contact us via email or phone, and we’ll guide you through the next steps.

Once we receive your glasses, we can reglaze your old lenses back into your frame (please include your original lenses). If there’s a manufacturing issue after 30 days, we will still replace them.

However, most issues can be fixed whether it’s an adjustment, a prescription concern, or something else. Our experienced team will always advise you on the best course of action before a return. Check out our Terms and Conditions for full details.

Q. How do I place an order?

A. You have two simple options for placing an order:

Click “Order Now” on our website to choose your lens options and place the order online before sending your glasses. Once you’ve completed your order, we’ll send a separate form for confirming prescription details and also post you a pack to send your glasses to us.
Alternatively, you can request a free pack, which will be sent to you so you can send your glasses to us for a no-obligation quotation. After we receive them, we’ll provide you with a bespoke quotation for your lenses.

Q. So, I’ve sent in my frames – what happens next?

A. We’ll contact you as soon as your glasses arrive. If you’ve ordered your lenses online, we’ll double-check everything to ensure we have everything needed to process your glasses straight into the lab. If you’ve sent your glasses in for a quote, we’ll analyse your frame, lenses, and prescription to determine the best options for your new lenses. After that, we’ll email you a tailored quotation based on your preferences and budget.

Q. What is the best way to supply you with a photograph so you can obtain my pupil measurement?

A. We’ve been using a reliable method for years to ensure highly accurate pupil distance measurements. Here’s how it works:

After you have placed your order but before you send your glasses to us:

Take a clear, passport-style photo of yourself wearing the glasses you want us to glaze.
Make sure your eyes are open, and you’re looking straight at the camera—no looking up, down, or to the sides.
The photo should show your face in a natural position, so don’t get too close to the camera (around arm’s length).
Upload the picture via the form we have sent you, and you can then package up and send your glasses to us.

For sunglasses lenses:
A different photo method is required for sunglasses. Instead of wearing them in the photo, you will need to:

Wear a clear frame (any glasses with transparent lenses will work).
Hold a card (such as a bank card) above your eyes—this helps us scale the image accurately.
Take a clear, passport-style photo following the same guidelines as above.

More detailed instructions will be emailed to you after placing your order.

When a photograph isn’t needed:

If you’re simply replacing lenses in a frame that already has your prescription, we can measure from the existing lenses.
If your lenses are Single Vision and you already know your accurate Pupil Distance, you don’t need to send a photo.
For Varifocal or Bifocal lenses, even if you know your Pupil Distance, we’ll still need a photo to measure the height of your pupil relative to the frame.

If you’re unsure on what to do, or if you have any questions at all, feel free to call us on 019230 940408 or email us at hello@lensology.co.uk and we’ll guide you through the process.

Q. I have sent my glasses in for a no-obligation quotation. What if I decide not to go ahead once you have my glasses?

A. No problem at all! If you decide not to proceed, we’ll return your frame to you free of charge using tracked 48-hour delivery (UK customers only).

If you’ve already made a payment but change your mind at any stage, we’ll issue a full refund minus any applicable delivery costs. Even if we’ve started processing your order, you are still entitled to a refund.

Q. How much is postage and packing?

A. We cover most of the postage and packaging costs for our service. The only postage you’ll need to pay is for when your newly fitted glasses are returned to you. The delivery options we offer are:

Tracked 48 delivery: £4.35 (includes £150 cover)
Tracked 24 delivery: £6.95 (includes £150 cover)
Royal Mail Special Delivery: £10.00 (includes £700 cover)
Royal Mail Special Delivery: £12.00 (includes £1000 cover)

For international reglazing orders, we now use DHL:

Europe: £20 (Lensology covers customs and duties)
USA and Canada: £25 (Lensology covers customs and duties)
Rest of the world: £30 (Lensology covers customs and duties)

For more details, you can check out our international shipping page.

Please note that if you are a UK customer and decide not to proceed with new lenses, we will return your frames to you free of charge.

Q. What if my glasses break while you are glazing them?

A. Breakage is extremely rare, as we are experts in our field. However, in the unlikely event that damage occurs, we cannot cover the value of your glasses. That said, we offer a free repair service if possible. Alternatively, thanks to our strong contacts in the optical industry, we can source most frames at a much lower rate than standard and help you find a similar or like-for-like frame at a great price.

Q. Will my frames need re-fitting?

A. It’s unlikely, as we return your frames in the same condition and shape they were sent to us. If you find they don’t fit, many opticians will adjust them for you free of charge. If needed, you can arrange for your glasses to be sent back to us, and we’ll take care of the fitting.

Q. I have very expensive frames and I’m worried they’ll get damaged or lost when sending them to you using your prepaid shipping labels.

A. We recommend trusting the process, as we rarely encounter any issues. However, if your glasses have sentimental value or if you prefer extra peace of mind, you can opt for Royal Mail Special Delivery. You’ll need to arrange and pay for this service yourself. Simply visit your local Post Office and send your glasses to us using the box we’ve provided (or your own packaging)

Q. Are there any age restrictions on who you can supply?

A. Yes, we are unable to sell to anyone under the age of 16.

Q. Do you accept NHS vouchers?

A. Yes, we do! To use your NHS voucher, simply place your order online first, then send us a digital copy of the voucher. This should include the voucher code, authorisation number, and the reason for its issue. Once we receive it, we’ll refund the voucher amount to you. The voucher system can be a bit tricky, but don’t worry. We’re here to help! Feel free to reach out if you have any questions. Please note that we cannot accept NHS vouchers from Scotland as these are processed by a separate jurisdiction.

Q. Do you accept Edenred Eyecare Vouchers?

A. Yes, we do! You’ll need to place your order online first, and then send your Edenred Eyecare Voucher to us. Once we receive it, we’ll process the refund for the voucher amount.

Q. There are questions I have that are not answered in your FAQs.

A. If you have any more questions that you don’t think are answered here, please get in touch as we will happily answer any queries you have. You can email us at hello@lensology.co.uk or give us a call on 01923 940 408, we are always happy to help.

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