Frequently Asked Questions

Ordering & authenticity

Are your frames genuine?

Yes — every frame is 100% genuine and sourced directly from the official manufacturer. We are an authorised stockist, and many frames are ordered from the maker specifically for you.

Are you a real practice?

Yes. Total Eyewear is the online arm of a real UK eyewear practice with its dedicated glazing lab and specialist team — not a warehouse reseller.

Prescription lenses

Whose lenses do you fit?

Essilor lenses are fitted as standard, on every prescription order. Essilor is the world's leading lens manufacturer, and many retailers charge a premium to upgrade to Essilor; with us it's simply what you get.

Can I add prescription lenses to any frame?

Almost — every full-rim frame on our site that shows the “Add Prescription Lenses” option can be glazed to your prescription in our dedicated glazing lab. If a frame can't take prescription lenses, the option simply doesn't appear.

Will my prescription lenses have the frame brand's logo on them?

No — and this is true wherever you have glasses glazed, apart from the brand itself. When we fit prescription lenses, the lenses supplied with the frame — including any branded demo or sunglass lenses — are replaced with Essilor lenses made to your prescription. That means logos etched or printed on the original lenses (Ray-Ban, Oakley and others) won't appear on your new lenses. Your frame remains 100% genuine, with all its own branding.

What do I need to order prescription glasses?

Your prescription (issued within the last 2 years, wearer aged 16+) and your PD. Don't know your PD? Use the camera tool on any frame page or see How to Measure Your PD at Home in our guides.

Which lens options do you offer?

Single vision Essilor lenses in four thicknesses (1.5 to 1.74), as clear, Transitions® or polarised sun lenses, with optional coatings, tints and mirror finishes. Everything is explained in plain English as you order.

Who checks my order?

Our eyewear specialists review every prescription order before glazing. If anything looks unusual we'll contact you before your lenses are made.

Delivery & returns

How long does delivery take?

In-stock frames without prescription lenses dispatch quickly with tracked Royal Mail delivery. Frames ordered from the manufacturer and prescription glazing each add a few working days — the product page shows a live estimate, and we email you at every stage.

Can I return my glasses?

Frames without prescription lenses: yes, under our standard returns policy. Prescription lenses are made to your individual specification, so they're exempt from the 14-day cancellation right — your rights for faulty goods are unaffected. See our Returns Policy for full details.

Tools

What is the virtual try-on?

Every frame page has a Try On button that shows the frame on your face using your camera — the same technology our specialist team uses with customers in practice.

Is the camera PD tool accurate?

Typically within about 1mm, which is comfortably accurate for single vision lenses. It runs entirely on your device — nothing is uploaded — and our specialists sanity-check every order anyway.

Shopped with us?

We'd love to hear how it went — honest reviews help others choose with confidence.