FAQs

 
 

PURCHASING ONLINE

How can I pay for my products?

  • Stripe (a merchant processing partner for accepting Visa/Mastercard/American Express/Discover)
  • PayPal (a service that enables you to pay, send money, and accept payments without revealing your financial details)

Do you accept NHS vouchers online?

We only accept NHS vouchers in store.  We cannot accept vouchers online.

Do you sell contact lenses?

No. I'm sorry but we do not sell contact lenses online or in store.

Do you sell bifocal or varifocal glasses online?

No. Sightdirectonline.com do not offer bifocal or varifocal lenses online. We believe we cannot successfully offer a service whereby all the necessary bifocal and varifocal measurements can be taken accurately without being face-to-face with the customer. So please call into our branch at Low Fell or Chester-Le-Street and all measurements will be taken accurately to complete your order. If you are not local to this area you could chose the frame only option and take it to your Optician for them to subsequently supply you with your required lenses.

I made a mistake when ordering or typing in my prescription. What shall I do?

Don't worry, please contact us as soon as possible (within 12 hours) and we will alter your order. If we haven't already made the item, we will be able to alter the prescription at no extra cost. However, if the item has already been made we will have to charge you the extra cost for alterations (prices may vary). Pease take great care when copying your prescription online. It is your responsibility to enter details correctly online. We always recommend you double check your order before confirming.

Will someone check my order?

Yes. Our qualified opticians will look at your order and check for discrepancies in your prescription and ensure your frame and lens choices are suitable for your prescription.

What happens to my personal information?

All information is for SightDirect use only and is only used to process your order.

Can you buy spectacles online for children under 16?

No. It is against the law to sell spectacles online to someone under 16. However, fully qualified opticians will be at our stores in Low Fell and Chester-le-Street for face-to-face dispensing.

Do my new spectacles comes with a case?

Yes. All new spectacles come in a hard case with a lens cleaning cloth. Designer spectacles usually come with their official/authentic case and cloth.

 

DELIVERY/COLLECTION

Can I collect my order in store?

Yes. If you live close to one of our shops and wish to collect your order in store instead of having it delivered simply select the 'Pick up in store' shipping option, which is free. You can choose to pick up at either Low Fell in Gateshead or Chester-Le-Street. Please allow up to 2 working days for the order to be ready. Please note that some more complicated orders may take longer. You will receive and email confirmation from info@sightdirectonline.com when your items are ready to be picked up.

Can I track the delivery of my order?

Once your order has been dispatched, you will receive an email confirmation from info@sightdirectonline.com with the tracking number and link to track your order.

My product is damaged upon delivery. What shall I do?

Items should be inspected upon acceptance. If a product arrives damaged or incorrect, please refrain from using the goods and contact us within 48 hours to request a Refund Authorisation Code. SightDirect will pay for the return of any faulty, damaged, incorrect or mis-described product, as long as you contact us within 48 hours of acceptance. After 48 hours, you will be responsible for the cost of returning the goods.

My product has broken. What shall I do?

All frames are covered by a manufacturers 1 year warranty. However, this does not cover wear and tear or mistreatment; once you receive your order, any damage incurred thereafter is your responsibility. To return a faulty frame please contact us for a Return Authorisation Code. We reserve the right to repair/replace faulty goods at our discretion. 

Something is missing from my delivery. What shall I do?

Please contact us within 48 hours of acceptance.

 

RETURNS

Can I return an item?

Yes. If you are not happy with your items you can return them either in store within 14 days of acceptance or send them back to us using our standard returns policy on the Delivery and Returns page within 28 days of acceptance.
Please not that returns/refunds can only be made with non-bespoke items. All bespoke items, for example prescription lenses, tints, coatings or any made-to-measure products, are non refundable.

I have received the wrong item. What shall I do?

Please contact us immediately to get a Refund Authorisation Code. Please then follow the steps on the Delivery and Returns page to send your item back to us. Once we receive the item we ask you for proof of postage and we will refund you the cost. SightDirect apologise for any inconvenience we may cause and strive to address and resolve such issues quickly.

What is my new spectacles fo not fit comfortably?

Your new spectacles should be aligned when you receive them but sometimes minor adjustments are needed. Please call into any of our stores to receive free adjustments or service of your spectacles. If this is not possible your local optician may be able to help. 

 

YOUR PRESCRIPTION

I don't know my prescription. What shall I do?

Please contact us to arrange an eye examination at our Low Fell Branch with one of our qualified Opticians.

Can I use my prescription from 3 years ago?

No. We can only accept details from a valid prescription that is less than 2 years old. We reserve the right to ask for a copy of the prescription at any time.

Can I use my contact lens prescription to buy spectacles?

No. Contact lens prescriptions cannot be used to order spectacle prescription lenses. Contact lens prescriptions differ from spectacle prescriptions

My prescription has an infinity sign (side ways 8) in sphere value. What does this mean?

The infinity sign means the spherical (sph) value is 0.00 or Plano.

My prescription only has a sphere value. Is that correct?

Yes. Not everyone has a cylinder (cyl) or axis value. This means you do not have astigmatism (rugby ball shaped eyes) and your eyes are spherical (more football shaped).

What is meant by distance, intermediate and near vision?

Distance vision (DV) refers to spectacles that are worn to correct far distance vision. These are often worn full-time but also cover spectacles needed for driving, television and walking around.

Intermediate (inter) refers to spectacles that are worn to read slightly further away than normal reading distance. This is usually a slightly weaker prescription than normal reading spectacles. These are often worn for desktop computer use or reading music.

Near vision (NV) refers to spectacles that are worn for close work. This addition is added to the distance prescription. These are often worn for reading, sewing, crafts, using a laptop or even to see your food clearly. Anything at arms-length distance.

Can you copy a prescription from my old spectacles? 

Yes, as long as the prescription is under 2 years. You must send your spectacles to us (we recommend recorded delivery to avoid loss in post) with a signed declaration stating the prescription is less than 2 years old. Your old spectacles will be returned with your new spectacles.

Will I have problems adjusting to my new prescription?

If this is your first pair of spectacles or an updated prescription it is quite common for your vision to feel strange initially. You may find you need to wear the new spectacles several times before they feel comfortable. Do not wear them when driving or operating machinery etc. until you have adjusted to your new prescription.

 

OTHER

I have Prism in my lens. What does that mean?

Prisms are often used for double vision or convergence correction. Prism lenses aid in getting the eyes to work together. Prism is usually given as an amount followed by a direction i.e. Up/Down or In/Out. We are not able to supply prism lenses without accurate measurements.