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General

What do I need before I order my glasses?

All you need is a copy of your prescription from your Optician. In order to purchase glasses, the glasses prescription should be less than 2 years old otherwise new examination is required to re-validate your prescription. You are entitled to your prescription by law, you paid for it! We are happy to obtain your prescription from your Optician on your behalf if you are embarrassed or unsure about how to do this. Simply email us at enquiries@onespecs.co.uk with your name, date of birth, address, the name and address of your optician and specifically request in your email that we should obtain your prescription on your behalf.

How are your prices so low?

We don’t occupy a high street premises with high rents or carry the expensive optical testing equipment like traditional High Street opticians. Our margins do not have to be high and our running costs are much, much lower therefore allowing you, our customer to reap the benefit directly in your shopping basket.

Am I getting good quality glasses?

We use the same suppliers for our frames and lenses as you would expect to find in major High Street optical stores and we control the manufacturing of the glasses directly in-house. Our lab technicians have built up many years of experience therefore we do not have to rely on an external laboratory elsewhere. Our qualified team of Dispensing Opticians will only allow your glasses to be sent out they are 100% satisfied with them.

Can I order glasses for my child?

Unfortunately no as we cannot sell glasses to persons under 16 online however please call to speak to us for more information.

Can I order my glasses by post?

Absolutely, we understand that not everyone is computer confident. Please call us for more help.

Prescriptions

How do I obtain my prescription

How do I obtain my prescription?

Your prescription

Your prescription is the specification of the lenses required to correct your eyesight. Prescriptions can be for glasses lenses or contact lenses. It has long been recognised that you should have freedom of choice as to where you purchase your glasses or contact lenses, independently of where you had your eye test or contact lens fitting. For example if you wish to buy your glasses or contact lenses from an other Optician or online, the Optometrist who performed your eye test or fitted your contact lenses should not have the right to demand that you purchase your glasses or contact lenses from him/her, since clearly you would be denied the right to shop around for a better deal. Thus the requirement to provide you with a copy of your prescription is an important factor in ensuring that the market for eyewear works in the interests of the consumer and is competitive.

UK Customers

If you had your eye test or contact lens fitting in the United Kingdom, the Optometrist is required under Part 4 of the Optician's Act to provide you with a copy of your prescription at the end of the eye test or contact lens fitting. If you did not obtain a copy or have lost the copy of your prescription that you were given, you should contact your Optometrist for a copy. This should be provided free of charge, though we are aware that some Optometrists charge for copy prescriptions. If you consider the charge to be excessive, you may alternatively seek a copy of all personal information held by the Optometrist about you (which includes your prescription) by making a subject access request under Data Protection legislation. The fee that can be charged for such a request is limited by law. This procedure is outlined on the information commissioner's website.

Jersey Customers

Whilst the States of Jersey in 2002 in principle to adopt similar legislation to the UK requiring the Optometrist to provide you with a copy of your prescription at the end of your eye test, the wheels of law drafting in Jersey move slowly, and this decision has not yet been amended to current legislation.

During the consultation period, the Jersey Optical Association, which represents Opticians in Jersey, made representations that no changes to the status quo were required, since its members were already complying with all requests made for copies of prescriptions. It should therefore be possible to obtain a copy of your prescription simply by requesting it.

We are aware that, despite the decision of the States of Jersey, some Jersey Opticians don't provide prescriptions at the end of the eye test, and that some others require requests to be made in writing etc etc.

If you did not obtain a copy or have lost the copy of your prescription that you were given, you should contact your Optometrist for a copy. This should be provided free of charge, though we are aware that some Optometrists charge for copy prescriptions. If you consider the charge to be excessive, you may alternatively seek a copy of all personal information held by the Optometrist about you (which includes your prescription) by making a subject access request under the Data Protection Law. The fee that can be charged for such a request is limited by the law. This procedure is outlined on the Data Protection Jersey website.

Guernsey Customers

There is no specific law in Guernsey to regulate the activities of Optometrists, though in other Guernsey legislation, a 'registered optometrist' is defined as an Optometrist registered in accordance with UK legislation, which suggests that Guernsey Optometrists should follow the provisions of the UK Optician's Act.

United States Customers

The Federal Trade Commission requires Optometrists to provide you with a copy of your prescription. Details can be found on their website.

Rest of the World Customers

We suggest that you clarify the situation regarding obtaining your prescription directly with your Optometrist, and before undergoing and paying for an eye test, making sure that you will indeed be given a copy.

Should you have any queries, feel free to contact us.

I need help entering my prescription, what can I do?

Your prescription is the specification of the lenses we need to glaze in your glasses, if you're not confident about entering it, please select "I will fax/email prescription" option in the basket and send us a copy by fax or email. We won't charge you to verify and enter your prescription for you. You will find our fax number and email address on the contact us page. Please include your email address or telephone number for one of our customer service team to contact you.

I have a contact lens prescription can I use this to order my glasses with?

No. Contact lens prescriptions are different from glasses prescriptions and the values can vary considerably.

What strength prescriptions can be ordered?

On our order form we cater for a maximum power of +/- 8.00 DS (sphere) and +/- 4.00 DC (cylinder). The higher the strength of the prescription will benefit from upgrading on the lens material to make them more comfortable to wear and more cosmetically attractive.

How do I tell what I need my glasses for?

Your optician may have recommended glasses for distance, intermediate or reading or possibly all three.

If glasses are required for close up tasks such as reading, crossword puzzles, crafts/DIY, etc the optician will have included a near add (or add near) along with your distance prescription. Select the “near” option in the basket.

If the glasses have been recommended for using the computer there will be an intermediate add.

If the glasses are for distance such as general seeing, driving or television, you will not need to enter an inter or near add, just the sphere/cyl/axis where appropriate.

I already have a copy of my prescription, how can I tell if it is still in date?

For most people their prescription is valid for 1 or 2 years in line with the optometrist’s recommendation for when your next eye examination should be. Prescriptions can only be re-validated by the optometrist after examining your eyes.

Frames, Lenses and Sunglasses

Do you only make prescription sunglasses?

No, we also sell fashionable and designer sunglasses with no prescription, just like those you find in the High Street opticians and department stores, just at much lower prices.

My glasses usually have a thinner lens because of the strength of my prescription. Can you do thinner lenses?

Absolutely! We’d love for you to wear your lovely glasses with confidence. We offer a full range of different materials of plastic lenses and different features such as photochromic lenses if you like the lenses that change with the sunlight. You will be given the option to choose from the lens options to suit your prescription when you enter it as part of the process of putting a product in your basket.

What is the best way to keep my glasses from getting scratched?

All glasses are supplied with a hard case and a luxury microfibre cleaning cloth. The best place to keep your glasses when you are not wearing them is in the case! Try not to place your glasses on a flat surface with the lenses face down, or in your pockets with your keys and coins! If they get dirty the best way to clean them is under a running tap of cool/tepid water with a drop of washing up liquid. Dry with a tea towel/hand towel and polish with your micro fibre cloth. Never use tissue/paper towels/hand towels to clean your lenses (these are often made from recycled paper and really do scratch your lenses!)

Aren't plastic lenses prone to getting scratched?

Plastic lenses are softer and so can scratch more easily than glass, but glass lenses cause serious damage to the eyes if shattered from an impact whilst wearing. We always recommend plastic lenses because they are lighter and safer, and we do include a scratch resistant coating with all our plastic lenses.

What type of lens is included with my frames?

Standard single vision plastic optical lenses with a scratch resistant coating in any maximum combined prescription between +10 and -12. You will have the choice to upgrade your lenses during the checkout process if you wish.

Can I just order the frames?

Yes, just select 'frame only' as an option in the checkout process. There is no reduction in cost for having them without prescription lenses. The frames come with non-optical demo lenses, if you just want to wear the frame for a 'fashion statement' reason, we suggest you order the frame with PLANO prescription lenses, since demo lenses often have logos printed on them which would affect your vision whilst wearing the glasses.

How can I check if a frame is in stock?

At times we may have frames advertised on our website which are low on or out of stock. If we are out of stock you will see the image of the frame however you will not be able to add it your basket.

Contact Lenses

Can I order contact lenses without a copy of my prescription?

It's against the law for us to sell you contact lenses if you don't have a valid prescription, so ideally you need to fax or email a scanned copy your Optician has signed and dated within a year to us in order to place an order for your contact lenses.

Orders

Do I have to add VAT on top of the prices shown?

Our prices include UK VAT where applicable, which we collect on behalf of HMRC. However if you are in any other EU country, or outside the EU (or in Jersey or Guernsey), you may need to pay import VAT to the postman in your home country.

Is there any way to apply an offer code to my order once it has been processed?

Unfortunately not. Once your order has been confirmed, we cannot apply the codes.

What if I have a discount code I’d like to use?

If you are lucky enough to have an offer code it needs to be entered into the appropriate box on the shopping basket page. The discount will be automatically applied by our system and you will see a message confirming this before you are taken to the payment screen. Please note that vouchers cannot be applied in conjunction with any other discount, voucher or promotion e.g. 3 pairs for £49.99

I’ve received my glasses. What can I do if my glasses need adjusting?

On the whole the frames should fit perfectly. Any optically qualified person can perform adjustments; the optician may charge a small fee for this service.

I just realised I made an error when entering my order, what can I do?

Firstly don’t panic. Just email us or call us on 0800 0974724 and we’ll assist you to solve any problems/queries.

I only want 2 pairs now, can I come back at a later date to get a third pair and take advantage of the 3 pair offer and only pay the difference?

Unfortunately the 3 pairs for £49.99 promotion can only be applied to glasses purchased in one single transaction to get the discount.

Payments

Can I pay over the telephone instead of going online?

If you still wish to pay over the telephone, please place your order online then contact our customer service team on 0800 0974725 where we’ll be happy to assist you. If you wish to place your order over the phone, rather than just pay for it, there will be a £10 administration charge.

Is it secure paying online?

Yes, we do take payment security seriously and use the Sage Pay website for fast and secure payments. All transaction information passed between us and Sage Pay’s system is encrypted using 128-bit SSL certificates. These are tested on a daily basis to ensure all regulations are met to the highest standards. We never record or store our customers’ payment details

What methods can I use to pay with?

Payment is required to place an order. We happily accept all major credit/debit cards, personal cheques and you can also pay via Pay pal. Please note that due to cheque clearing times being longer than credit/debit cards, glasses orders may take a little while longer to arrive.

Can I pay by personal cheque?

Yes, please make cheques payable to ‘Optical Services Jersey Ltd’ and send to Haut de L’Orme, Rue de Haut de L’Orme, Trinity, Jersey, JE3 5FP

Do you accept NHS vouchers?

Unfortunately this is not possible as the NHS applies to the UK

Delivery

Why has my order arrived in more than one parcel?

If you have placed an order for more than one pair of glasses/sunglasses we don’t like to keep you waiting so we deliver your orders as they are made and processed. We also want to be sure they fit through your letter box.

How soon can I expect my glasses?

We endeavour to begin making your glasses as soon as your order is received. Ususally we can manufacture them within 3-5 working days of receipt of your order (excluding Saturdays, Sundays and Public Holidays). Glasses are sent via Royal Mail and may take up to 7-10days for delivery. Usually orders only take 3-5 days for delivery by Royal Mail. Any unforeseen delays in manufactiuring your glasses, we will notify you by email.

Do you sent orders outside of the UK?

Free UK shipping doesn't apply to orders sent outside of the UK. If you can create an account (i.e. if your Country is in the drop down list of Countries) then we will ship to you. Generally non-UK shipping varies between £5.95 and £9.95.

Returns/ Refunds

Why do you not offer free returns?

Because our products are at such great value we cannot offer free returns – simply put, if we did, postage costs would have to be included on orders and the cost of our products would also rise.

What is your returns address?

Our returns address is:

Optical Services (Jersey) Limited
Returns Dept
Haut de L’Orme
La Rue De Haut de L’Orme
Trinity
JERSEY
JE3 5FP.

Please ensure to enclose a copy of the return authorisation email when returning. And remember we cannot authorise returns by phone.

Remember to get a Royal Mail Certificate of Posting from the Post Office when you are sending back your item(s). If you send your order back by Royal Mail second class postage in the UK and obtain a certificate of posting the item is covered for loss up to £46.

What is your 14 day money back guarantee policy?

We offer a 14 day satisfaction guarantee on almost everything we sell. Your statutory rights are not affected. Should you wish to exchange or return an item, please contact us at returns@onespecs.com before sending the item back to us. We cannot issue returns authorisation by telephone. Goods returned should include all packaging and be in unworn, undamaged and saleable condition. You are responsible for the postage costs involved in returning the items to us. Items returned for exchange will not incur a restocking fee.

PLEASE NOTE EXCEPTIONS: We can accept returns of unopened, unmarked boxes of contact lenses only. Items returned for a refund will incur a restocking fee equivalent to the original amount paid for postage and packaging or £4.95, whichever is the greater. Items returned for exchange or modification will incur a £4.95 processing fee. Made to order (SURFACED) prescription spectacle lenses (because they have been produced to your individual requirements), cannot be refunded, and will incur a 50% restocking fee if exchanged. VARIFOCAL GLASSES can be exchanged within 30 days to either bifocals or two pairs of glasses valued up to the original price paid, if greater value pay the difference, if lesser value no refund of difference will be given.

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