Prescription Lenses & Glazing Terms

You are responsible for supplying a current, valid prescription and accurate pupillary distance. We may ask you to send us a copy of your prescription or to re-confirm values before we proceed. We are not responsible for errors caused by an incorrect or out-of-date prescription you have supplied.

You should have your eyes tested regularly by a registered optometrist. We do not provide sight tests.

Prescription lenses, and frames glazed with prescription lenses, are made to your specification. Under regulation 28(1)(b) of the Consumer Contracts Regulations 2013 they are exempt from the 14-day change-of-mind cancellation right once glazing has begun. Your statutory rights for faulty or incorrectly made lenses under the Consumer Rights Act 2015 are unaffected.

Before glazing begins we will normally act on your order without further contact. If you need to change or cancel a lens order, contact us at start@itseyewear.com as quickly as possible; we cannot promise to intercept an order that has already reached the lab bench.

Our lab checks each order for optical plausibility — for example prism, base curve compatibility, extreme values, and frame/lens fit. This is not a clinical review and not a substitute for a sight test. Where an order looks unsafe, unclear or unsuitable, we may contact you for confirmation, ask for a copy of your prescription, or decline and refund the order.

Lenses are produced to recognised optical tolerances (BS EN ISO 21987 and related standards). If a lens is made incorrectly against your confirmed order, we will remake it at no charge.

Adaptation to a new prescription, or to a first varifocal, can take time and is a normal part of dispensing; adaptation issues alone are not a lens fault.

You may use the prescription scanner to speed up entry, the camera PD tool to estimate your PD, and the dispensing assistant for guidance. These are guidance only — the values are always shown for you to confirm, and the lab verifies your order before glazing begins. Professional measurement is recommended for varifocals and stronger prescriptions. See our Terms of Sale and Privacy Policy for detail.

Prescription lens orders are glazed at our London lab before dispatch. See our Shipping & Delivery policy for indicative timeframes.

We do not exclude liability that cannot be excluded by law. Otherwise our liability for any lens order is limited to the value of that order.

Contact: start@itseyewear.com.