General FAQs

Q. What is reglazing?

A. It’s where we remove the old lenses from your frame and replace them with new ones.

Q. Why should I reglaze?

A. There are many different reasons why people choose to reglaze. It can be because you want to replace broken or damaged lenses, or perhaps your prescription has changed. You may not want a new frame, or it may just be because you want to save money. It’s also more economical and great for the environment; saving all the manufacturing and transport of unnecessary new frames.

Q. You only Reglaze old frames, not new ones?

A. No, certainly not! In fact we supply and fit lenses into almost as many new frames as we do old ones.

Q. Where can I buy new frames without the lenses?

A. Many people are realising it’s now possible to buy empty frames online which will be significantly cheaper than on the high street. TK Maxx for example offer up to 60% off the RRP of frames. With a huge range of high end stock, they’re the go-to place for finding your next frames at unbeatable prices.

If you do buy a frame from TK Maxx and send it to us for lenses we will even give you a discount of £5.00 for each pair you send in!

Q. Are you one of these “internet only” companies which are difficult to contact?

A. No, we are industry specialists established over 20 years ago and entirely based in the UK. We’re always happy to take your phone calls within normal working hours. We also respond to emails late into the night and even on weekends. Be reassured that you are dealing with professionals who want to help.

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

A. We have our own glazing lab and we work directly with the optical lens manufacturers, we also don’t operate from high street premises. These savings are passed onto you in what you pay for our lenses.

Q. What is your returns policy?

A. We operate a 30 day no quibble money back guarantee. If for any reason you wish to return your glasses, you can send them back to us – no problem. Please contact us first via email or phone so that we can process your return. Once we get them back, we will glaze your old lenses back into your frame (please remember to include your old lenses with your glasses). If there is a manufacturing issue with your lenses after 30 days, we will still replace them. See terms and conditions for full details.

Q. How do I place an order?

A. First, on our website you can request a pack which will be sent to you free of charge. Make sure to tell us your prescription (less than 2 years old) and pop your frame into the free return box. Pop the box in a royal mail post box and we’ll take care of the rest!

Q. So I order a pack and send in my frames, what next?

A. Once we have your reglaze box we will analyse your frame, lenses and prescription and calculate what the best options would be for your new lenses. We will then email you a quotation which can be tailored to suit your needs depending on your preferences and budget. Once we agree the quotation, you can then make your payment via our online payment portal with Debit/Credit Card or PayPal. Once payment is received we will begin the work on your glasses.

Q. Why can’t I place my order before sending you my glasses?

A. It’s very important to us that we do the best job possible for you. There are many types of lenses suited to different prescriptions, visual needs and frames. The easiest way to make sure you get the right set, is to see the glasses ourselves. We have a pricing guide on our website, and we can also advise you via email or on the phone in advance of you posting your glasses to us if required. However, the best and most accurate way to receive an accurate quote is to send us your glasses for appraisal.

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


We have been obtaining extremely accurate results from the following method for many years.


Before you post us your frames.


  • Provide us with an image of you wearing the glasses you want us to glaze.
  • Ensure your eyes are open and you are looking straight at the camera
  • Don’t look up or down, or to the left or the right, straight ahead please.
  • The image should be far enough away so we can check your head is in a natural position.


Once the Pupil Distance Picture has been taken.


  • Email the picture to us ahead of you sending your frames so we can validate the image for Pupil Distance.
  • Use the email address stating your name and your address & post code.
  • We will email you back and let you know that the picture is suitable. Then you can post your frames to us.


Situations where a photograph is not necessary.


  • If the prescription lenses in the frame that’s being glazed are yours and you are replacing old for new there is no need for a photograph. We can take the measurements from the old lenses.
  • If your lenses are Single Vision and you know your Pupil Distance already and are sure it’s 100% accurate we do not need a photograph.
  • If you know your PD but your lenses are Varifocal or Bi-Focal then we still need a photograph as we need to measure the height of your pupil in relation to the frame depth.
  • If in doubt send a photograph anyway, better safe than sorry.


If you are still confused, please do call us and we will walk you through the process. 

Q. What if I decide I don’t want to go ahead once you have my glasses?

A. It’s not a problem at all, we will return your frame to you at our cost via tracked 48 hours return delivery.

Q. How much is postage and packing?

A. We cover most of the postage and packaging costs of our service. The only postage you will need to pay is when your newly fitted glasses are returned to you. Standard tracked delivery is £4.35 and next day tracked delivery is £6.95. For international orders we use the International Track and Sign Royal Mail service which is from £15.00. If at any time you decide not to proceed with having new lenses, we will return your frames free of charge.

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

A. We are experts in our field and breakage is extremely rare. Unfortunately, we cannot cover the value of your glasses in the case of damage, however we will provide a repair service free of charge. Alternatively, we can find a similar/like for like frame at the cheapest cost for you to purchase.

Q. Will my frames need re-fitting?

A. This is unlikely, as the frames will be returned to you in the same condition and shape as they were sent to us. If you find they do not fit, opticians often will remedy this free of charge for you. If need be you can arrange for the glasses to be returned for us to remedy.

Q. I have very expensive frames and I am worried they will get damaged or lost when sending to you in the post using your Freepost option
A. We recommend trusting the process as we very rarely have any issues. But if, for example, the glasses have sentimental value, you could choose Royal Mail Special Delivery. You will have to arrange and pay the extra for this service yourself. Just pop in to your local Post Office and send your glasses and prescription form to us using the box we have sent you.
Q. Are there any age restrictions on who you can supply?
A. Yes, we are not allowed to sell to anyone under the age of 16 years old.
Q. Do you accept NHS vouchers?

A. Yes we do! All you need to do is send us the digital copy. This includes the voucher code, authorisation number and the reason why the voucher is being issued. The voucher system can seem complicated, but don’t miss out on using it, get in touch with us if you have any questions.

Q. Do you accept Edenred Eyecare Vouchers?
A. Yes we do, send it in with your order and we will do the rest.
Q. How do I construct the flat packed return box?
A. If you are struggling, it’s best to ask a family member to help. Otherwise watch our guidance video below to see how it’s done.

Q. There are questions I have that are not answered on your FAQ.

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 or give us a call on 0115 784 5219, we are always happy to help.

Read Our Lenses FAQs

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