FAQ

GLASSES, PRESCRIPTIONS & LENSES

How do I order glasses without a prescription lens?

We understand that glasses can be the perfect fashion accessory so all you need to do is select 'Buy with Prescription', then 'I'll enter my prescription manually'. You need to choose 'Plano/Infinity' under the sphere and make sure everything else is '0' or 'none'. PD can be left as 'Average'. You should choose the standard lenses since you have no prescription. Note that if you choose 'Frame Only', you will receive a dummy demo lens which often includes the brand logo which can obscure your vision.

Do you sell varifocal lenses?

Yes, however, we ask that you please get in touch with us before ordering so we can discuss your requirements.

How do I get my prescription for glasses?

Once you've had an eye examination at your Optician/Optometrist, you should be handed your prescription by law. If your Optician does not give you your prescription as standard, you should ask for this. You may already have a prescription from a previous sight test, and providing it is still valid you can use that (prescriptions are normally valid for two years from the date of the eye examination). If you have any difficulty please contact us and we would be happy to assist you further.

How do I input my prescription on your website?

When you have chosen your frame, click the 'Buy with Prescription' button. You can then enter your prescription. Alternatively, you can select 'I Will Upload My Prescription' which allows you to select or take a photo on a mobile phone or tablet, or select an image from your computer. If you are still unsure you can select 'Please contact me regarding my prescription' and we will get in touch and talk you through it.

How do I get my pupil distance so I can purchase glasses online?

You can ask the store where you last purchased glasses for your pupil distance (aka PD) measurement as they will have measured and noted on your records. Unfortunately, as your request for this information is an indication that you are purchasing glasses online they may be reluctant to provide the PD. If this is the case please call our office and we will help you obtain by sending us a photo. We ask that the PD is provided for prescriptions greater than +/- 3.00 whilst lower prescriptions can be dispensed with an average value.

How do I know which lenses to choose?

We offer 4 lens options from standard to super-thin options. The stronger your prescription the higher index package you should choose. 1.74 (Platinum) is the thinnest lens available whilst the regular thickness 1.5 (standard) is the thickest lens option. All of our lenses come with an anti-reflection and anti-scratch coating as standard however we recommend that you can also upgrade your lenses to the Kodak Clean and Clear option which is clearer, tougher and easier to keep clean. Is also comes with a 24 month no quibble damage replacement promise - if you damage your lenses for any reason we will replace them. If you are unsure which lens to order please call our office and we will give you honest advice.

Do you supply prescription glasses for children?

Supply of prescription glasses to those under 16 is not possible. However, you may purchase the 'frame only option' and have lenses fitted by a registered Optician in their practice.

 

AUTHENTICITY

Is Pretavoir an authorised retailer?

Yes, Pretavoir is supplied by all the major brands carried. We only sell 100% authentic eyewear products. We have accounts with Luxottica, Safilo, Marchon, Marcolin, Kering, Marcolin and Thélios. In most cases, each official distributor will provide branded material such as case, lens sticker or authentication card which we will pack with your order. We do not purchase products from third parties and have complete security in the authenticity of our supply chain. Please read some of our excellent reviews regarding both product quality and service on the reliable review site Trust Pilot: https://uk.trustpilot.com/review/www.pretavoir.co.uk


WARRANTY

How long is the warranty?

All sunglasses and glasses frames are covered by an international 24-month warranty. This covers faults caused by a manufacturing defect and does not cover normal wear and tear of accidental damage. Sunglasses and glasses lenses are covered against manufacturing defects however not against scratches.


PAYMENTS & ORDERS

How can I pay?

You can pay by credit or debit card: we accept American Express, VISA, Maestro & Mastercard. Or you can by PayPal or Amazon Pay. All payments are done on a secure page and we do not store your card details nor share your information with any third parties.

How do I cancel or amend an order?

In some cases, we might be able to cancel or change an order before we dispatch it. In this case, you should call us as soon as possible on either 0800 9545689 (UK) or +44 141 5525065 (International). In the event the order has already been dispatched, you will need to return the order to our offices.

How long will my order take?

If your order is received before 4 pm BST (3 pm GMT) Monday to Friday we aim to dispatch on the same day. Please allow an extra 4-6 days for prescription lens orders. If your item showed "Pre-order. Dispatches in 6-10 days" then you should add 6-10 days before the expected dispatch date. For shipping costs and transit times please complete the below form. COVID-19 Update: Please be aware your order may take a little while longer right now due to the global pandemic. We are working as quickly and as carefully as we can to fulfil your order however some courier companies are experiencing short delays. To find out more please Read Our Notice Concerning COVID-19.

Can I track my order?

Yes, when we dispatch your order you will receive a tracking number. Please allow a few hours after email to check progress online.

Can you deliver to my work address?

Yes, we're happy to do this. Items are considered delivered to you once signed for at your business premises. There are no exceptions to this, otherwise, you should have a delivery sent to your home address.

Do you offer Duty-Free shopping?

We do not charge UK VAT on orders being shipped outside the EU. We're unable to control import taxes and fees for international customers, please check with your local customs authority.

Will I be charged import tax or custom charges?

All orders are shipped from our offices in Scotland, if you are based in the United Kingdom or Europe you should not be faced with any customs charges. If you are out with these locations then you are personally responsible for any import duty/tax/custom charges that may be applied to an import. This isn't a shipping charge, but a legal requirement decided by the governing law where you reside.


RETURNS

I want to try on some glasses at home - how many can I order?

We ask that you order 1-3 frames to try at home. Please note that they must be paid for in full. We will refund for any items returned.

How do I return an item?

If you would need any help with your frames or to arrange a return, please contact us by phone or email. Please ensure that products are returned unworn and with all accessories supplied. We can only offer refunds for items that still have the tags attached. For items with prescription lenses, we cannot refund the cost of lenses, as this is a customised item. For frames which include free lenses, we will refund the entire cost of the frame (i.e. the cost you paid) for the first return, subsequent returns will be refunded less £20. Please send your return to: Pretavoir Returns, 153 Howard St, Glasgow, G1 4HF United Kingdom

How do I return my item in the UK?

You must notify us within 14 days of receiving the item that you would like to return your order. The item must then be received by us within 14 days of this date. Returns are at the customer’s expense and must use a tracked service so you have proof of postage and proof of delivery eg. Tracked48 available from the Post Office

How do I return my item Internationally?

USA customers can use the 'Click and Ship' service from USPS.com - the approximate cost is $25USD - visit USPS here ❐ Canadian customers can use the International service from Canada Post - the approximate cost is $30CAN - visit Canada Post here ❐ Australian customers can use the 'Prepaid International Satchel' service from AusPost - the approximate cost is $30AU - visit AusPost here ❐ You must notify us within 14 days of receiving the item that you would like to return your order. The item must then be received by us within 14 days of this date.



Let us know if your question has not been answered in any of the above sections.

Our team are always on stand-by to help! You can contact us by emailing hello@pretavoir.co.uk, calling on 0800 954 5689 (UK Freephone) or +44 0141 552 5065 (from outside of the UK).