Help & FAQ

Got a question? If you don’t find the answer here, please contact us.


How do I order?

Ordering is very straightforward. Simply search or browse to find glasses that suit you.

Once you have selected your desired frames, select whether you want to purchase them with or without a prescription.

If you choose to purchase prescription glasses, you will be given the opportunity to customise your lenses and input your prescription.

You can then proceed to the checkout and make payment for the glasses.

We will do the rest – and contact you if we have any questions about your order.


Where can I find details of my prescription?

Each time you get an eye test with your optician, they are obliged to provide you with your prescription.

Once you have selected your desired frames we will ask you to input your prescription.

If you don’t have your prescription to hand, don’t worry as we will contact your optician for details of the prescription.

Your prescription can only be accepted by us if it was issued less than 24 months prior to the date of your order. This is to ensure that your prescription is still valid for your eyes. 


Can I purchase without a prescription?

Yes you can purchase sunglasses or clear frames without a prescription. To choose this option simply select BUY FRAME ONLY on the product page.

If you choose to purchase sunglasses or glasses without prescription your glasses will come with the manufacturer’s non-prescription lenses in place. Sunglasses come with the manufacturer’s tint specifications.


How often should I have my eyes checked?

It can be different for each person but as long as your eyes are healthy, a general comprehensive eye examination is recommended after every one to two years. Contact lens wearers should be checked yearly to ensure that the cornea and anterior part of the eyes stay healthy.


How do I customise my glasses?

We provide a number of options for you to customise the lenses in your glasses. Each of these is optional and some come with additional costs.

If you are unsure about what options to choose, simply give our style crew a call and they will advise you on the best approach to take.


How can I pay for my purchase?

We have partnered with SagePay and PayPal in order to offer you the greatest confidence possible when purchasing from LensCrew.

Once you have reviewed your order details, you will be redirected to the secure payment page on SagePay and provided with a number of payment options.

We currently faciliate payment through all major debit and credit cards.


Is my payment secure?

Your payment is secured and guaranteed by SagePay, one of the world’s leading payment processors. SagePay works directly with your bank to facilitate Internet shopping using the highest possible level of card data security (PCI DSS Level 1 compliant) and e-commerce encryption (128-bit).

Here at Lenscrew, we never see or have access to your payment card details. We leave all that high tech security stuff to experts, so we can focus on ensuring you get the highest quality eyewear delivered to your door.


How do I know if my payment was successful?

Once you have entered your card details on the secure payments page, wait a few moments until a payment confirmation message is provided.

You will also receive an email from SagePay confirming that your payment has been processed.

Furthermore, once we have received your order we will send you an email confirming that we have received the order and we will send you an order number which you can quote in all future correspondence.


How much does delivery cost?

Delivery is free in the UK and Ireland. For other international destinations, please input your address and we will calculate shipping costs.


How long will my delivery take?

Not all items are held in stock, especially during the busy summer months. Please expect that your order can take up to 14 days.

You will be notified once your order has been dispatched from our optical workshop.


What if I’m not happy with my purchase?

If you are not 100% happy with your purchase simply return it to us within 30 days and we will refund or exchange the glasses. No hassle!

To find out exactly how to return a purchase please visit our Easy Returns & Exchange page.


Why should I register with LensCrew?

If you register with our site, you will be able to access your order details more quickly, tracking the status of your order as it is being processed by our optical team.

You do not need to register. Simply select the Guest Checkout option.


Why can I not login?

If you are having difficulties logging in, start by clicking on the “Forgot Password” option below the login boxes.

If that does not resolve the problem for you, please send us an email at and one of our helpful customer support crew will sort the problem for you.


How is my personal data used?

Your personal data is stored securely by us and is not used for any other purpose than processing your order.

We may contact you from time to time about products or offers that we believe are relevant to you. You can at any time opt out of these communications.

We will never share your details with third parties for marketing or promotional purchases and we are fully compliant will all UK and EU data protection directives.