Prescription lenses policy

How we supply prescription lenses, what we need from you, and how every order is checked. Applies to all prescription lens orders placed on this website.

Who can order prescription lenses

UK law requires that the wearer is aged 16 or over, is not registered as sight impaired or severely sight impaired, and has a written prescription issued by a registered eyecare professional or medical practitioner following a sight test within the last 2 years. You confirm this when you order.

What we need

Your prescription details entered in the lens builder, your pupillary distance (PD), and a clear photo or PDF of the written prescription showing your name, the date it was issued and who issued it. Reply to your order confirmation email with it, or send it through our contact page quoting your order number.

How we check it

Our specialist practice team compares your copy with the details you entered before anything is made. If something doesn’t match, is out of date or is outside what we can glaze, we contact you first, and we may contact the prescriber to confirm. Lenses are never made or dispatched on an unchecked prescription.

Timing

Your order is held until we have your copy — nothing is lost, it just waits for you. Once checked, glazing and dispatch follow our usual lead times. If we haven’t received a copy after our reminders, we’ll contact you to agree whether to cancel the lenses and refund the lens charge.

Your data

A prescription is health information. We use it only to make and check your lenses, keep it with your order, and delete the copy 12 months after dispatch. Full details are in our Privacy Policy.

Returns

Prescription lenses are made to your individual prescription and are exempt from the 14-day change-of-mind cancellation period. Faults or errors are covered by our quality promise — see our Returns Policy.

Regulated and registered

Total Eyewear Ltd is registered with the MHRA, reference 38183, and at Companies House, company no. 16760782. Registered office: 14 Bridge Street, Newton-le-Willows, Merseyside, WA12 9BA.