The following are frequently asked questions that we have received from our customers.
Every product found on Lens Hour is wholly original and come direct from the manufacturer. This includes our ranges of glasses, contact lenses and associated accessories.
You can currently chose to make payment either via Pay On Delivery (Cypriot customers), Bitcoin, a PayPal account or by using any accepted VISA cards (through Paypal). You will be provided with the option to choose a payment method during checkout and all data entered will be encrypted before being sent to us.
As long as your order is made during working hours, we will usually handle the order and ship it on the same day. As such, the shipment will usually arrive within the timeframe specified prior to checkout.
Be aware that we also offer a range of shipping options, with differing timeframes depending on the chosen option.
Order tracking is provided for all shipping options (Free, Flat Rate and DHL). Upon placing your order you will be provided with a tracking number on order completion, which will be reiterated in your confirmation email. You can track your order here by entering the order number alongside the billing email that you provided to us.
Small shipping issues may be responsible for orders arriving later than intended, so please wait for two more days to ensure this is not the case. If your order has still not arrived by this point, please contact us via the website and we will do everything that we can to help.
Selected products will offer you the option of incorporating prescription lenses into your order. You will provided with the option of filling out the relevant details during the order, or uploading documentation describing your prescription. Please be aware that this option is not available for all products.
Yes, we offer a 12 month warranty on all our products. We will replace or repair any products that have manufacturer defects free of charge.
If you order from a country that is a member of the European Union (EU), there will be no import duty or tax fee added. Those ordering from countries outside of the EU should confirm rates with their local customs office before placing an order, as all rates will be charged based on this information.
No, when you place an order through the site an account is automatically created for you. Your username is created from your purchase email address and a password is automatically generated. A confirmation email for your new account is sent to the provided email address upon checkout.
Yes, free shipping is available for every product sold by lenshour.com. However, other shipping options are also available that may carry a charge, depending on the order.
You may be able to find the relevant frame size printed on the inside of your existing frames. If this is not the case, please consult your optician to confirm what size you require before placing the order.
Currently we do not provide the option for customers to purchase lenses without the frames. However, this may be a feature that is incorporated into the site at a later date.
Customers are able to return their order within 30 days of purchase, provided that the product is in its original state. In these cases, return postage fees are paid by lenshour.com. Free returns are not available past the 30 day mark, or if the product has been damaged.
We offer a 100% (no questions asked) refund 30 days from the date of purchase. All items must be packaged and returned in their original state.
Use warm water and a mild dish soap to clean your glasses, drying them using a cleaning cloth or soft cotton towel. Avoid using rough materials, such as paper towels, as these may scratch your lenses. Furthermore, avoid cleaning products that contain ammonia or lotions.