Frequently Asked Questions
OrderingQ. Can I change or cancel my order?
A. Yes, you can. If you shop a frame without prescription lenses, you can change or cancel your order within 24 hours after your order is placed; however, if you shop a frame with prescription lenses, we suggest you change or cancel your order within 6 hours after your order is placed because glasses lenses are customized and once manufactured, they can't be altered. To change or cancel your order, please Conatct Us immediately.Q. How can I know whether my order is dispatched or not?
A. Just log in your account, and on the account dashboard you are able to check the status of your order.Q. How can I track my order?
A. We will send you a tracking link and tracking number by email for you to track your order once it is dispatched; also, you can log in your account where your order information is updated.Q. How can I know when my order will arrive?
A. All your order information will be displayed in your account. You can log in your account any time to check where your order is.
Delivery and ReturnQ. How long will my glasses take to arrive?
A.If you shop a full or semi frame with single vision lenses, it will take 3-5 working days upon your order is placed to manufacture and 2-3 days to arrive at your door (excluding Saturdays, Sundays and Bank holidays);
If you shop frames with bifocal or varifocal lenses or rimless frames with prescription lenses, it will take up to 10 working days upon your order is placed to manufacture and 2-3 days to arrive at your door (excluding Saturdays, Sundays and Bank holidays).
Delays may be caused by unpredictable reasons but we will try our best to make your order arrive as soon as possible.Q. What is your delivery cost?
A. Our standard delivery (Royal Mail or Hermes depends on your delivery address) to anywhere in the UK is £3.95.Q. What if my ordered glasses are damaged when I receive them?
A. If you receive a damaged order, please Conatct Us immediately and our customer service will send you a Royal Mail Freepost tag which should be attached onto the package when you return the damaged glasses. Free return and full refund, or free exchange are offered.Q. Can I order from oversea?
A. As well as UK, we can deliver to over 20 countries , including: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Malta, New Zealand, Poland, Portugal, South Africa, Spain, Sweden, Switzerland, USA.Q. How long for international orders to arrive?
A. The international delivery usually takes 5-10 working days but it may vary by the specific destination and your order. We strive to guarantee all orders will be delivered within up to 28 working days.Q. How to return an order?Q. If I simply don't like the glasses, can I return them?
A. Yes, you can return your unsatisfactory glasses for either full-refund or exchange. Free return is offered.Q. What if my glasses need adjusting after I receive them?
A. You may find that the frames might need a slight adjustment after you receive it. You can either take your glasses to a nearby local store to get fixed with a small charge or you can also contact us for help.
PaymentQ. What payment methods do you accept?
A. Currently we only accept PayPal but other payment methods are coming soon. You can find more information from Payment Security.Q. Do you accept HNS and Accor vouchers?
A. Currently, we do not accept HNS and Accor vouchers.Q. How do I know that the payment is successful?
A. The confirmation page should load automatically on your screen, followed by a confirmation email after you paid for your order. If this doesn't happen, call our team on 020 3286 0668 .Q. What if my payment is declined?
A.If your payment is declined you will receive an error message on your screen. You need to double check your payment detail and try again. If the payment still can not go through, you have to contact your card provider.Q. What if my order is out of stock?
A. We make all efforts to fulfill all orders; however, we cannot always guarantee the availability of Goods on the website. Where the Goods ordered by you are not available from stock you shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund within 7 Days. If we are unable to contact the customer, the Order will be canceled and a full refund will be issued. However, we regularly update our site.Q. Is my payment secure?
A. All payments made via the Secure Sockets Layer are 100% secure. We choose the best e-commerce service in the industry to guarantee secure payment processing. You can find more information from Payment Security.
My AccountQ. Why do I need to register and create an account?
A.The benefits of registration include:
Q. How do I track my order?
- Track your order
- Common on Customer Testimonials
- Save order history
- Create your favorites list and save shopping basket
- Get valuable information such like product release, special offer, etc
- Request a return
A. Login to "My Account", select your order number, and order status will be found.Q. What if I submitted my registration information, but didn't receive any confirmation?
A. Please double check you spelled your email address correctly. Please check the Bulk or Spam folders of your email inbox; depending on your spam blocking features the email might get filtered there by mistake.Q. What if I forgot my password?
A. Go to "My Account" clicks Forgot Password. Enter an email address you registered with, and we will send you your password to your email.Q. What shall I do if I want to change my email?
A. Please update your email address by going to My Account ->My Profile. Please note that you will not be able to update your email to an email address you used for another account on our site.Q. What if I want to change my registration information or my profile?
A. Please go to My Account ->My Profile and change any information you need.Q. Can I use my Facebook account to sign in to OZEALGLASS.co.uk?
A.Yes, you can. Just click the Login with Facebook button and answer some simple questions. We will use information from your Facebook profile in order to create OZEAL account.Q. Is my personal information secure?
PrescriptionQ. How to submit my prescription?
A.You can submit your prescription by three ways: enter directly, send to us later by email or use your saved prescriptions.Q. Can I submit my prescription by fax?
A. We are sorry that currently we do not accept faxing your prescription to Ozeal.Q. Can I use my contact lens prescription for ordering glasses with you?
A. Unfortunately, you cannot. You must have a regular glasses prescription less than two years old in order to purchase glasses.Q. If I am worried that I may make mistakes while entering prescriptions, can I ask you for help?
A. Sure, you can always contact our customer service if you feel you need our help.Q. Do you save my used prescriptions?
A. Yes, in order to make your future shopping with ozealglasses.co.uk easier, your used prescriptions will be saved and displayed in your account. You can choose to delete your saved prescriptions any time you want from your account.
FramesQ. Are your frames CE marked?
A.All of our frames are CE Trademarked and quality tested by our quality control department.Q. Do you provide rimless and semi-rimless glasses?
A. Yes, of course.Q. Can I try the frame before the payment?
A.Yes, click the "Virtual Try-On" button on the right corner of the product page and you will be given instruction on how to upload your photo and (virtually) try on the frame.Q. Do you offer titanium frames?
A. Yes, we offer a collection featuring super-durable, extremely strong, hypoallergenic and lightweight titanium frames.Q. Can I get my new glasses adjusted?
A.If your new glasses need adjustment, you can go to a nearby local store to get it fixed for a small fee or you can also send it back to us and we will fix it.
LensQ. What types of prescriptions do you offer?
A. Currently, we provide Single Vision Reading, Single Vision Computer, Single Vision Distance, Bifocal and Varifocal.Q. Why is it better to choose freeform varifocals?
A.Because they can:
Q. Do you provide high index (thin) lenses?
- Enhanced and wider field of vision at all distances
- Less distortion at edges of lenses
- Easier to get used to for both first time wearers and existing varifocal wearers
- Full 60-day money back guarantee if you're not completely satisfied
A.Yes. Currently we provide High Index 1.56, 1.60, 1.67 and 1.74. High Index Lenses are much thinner and lighter than other glasses lens materials. We recommend any prescription stronger than +/-4.00 SPH to use high index lens, and we will always advise you if our professional team thinks you would benefit from a high index material. It wears more comfortable and improves the cosmetic look considerably.Q. Do you offer reading glasses?
A.Yes, we offer customized reading glasses.Q. Do you sell prescription glasses with tinted lenses?
A.Yes. We offer a wide variety of tints, available in a range of many colours. We also offer photochromic lenses which we called Transitions.Q. Do you provide lens coating?
A.We provide almost all the lens coatings include anti-reflective coating, UV protective coating, scratch resistant coating and multi-coated lenses. And we provide 1.56 thin single vision lenses with FREE anti-Scratch lenses coating, and UV protection.