Help

How can I track my order?
Do you do eye tests?
How do I return my Home Try On?
What prescriptions can you cater for?

Ordering

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  1. You can buy right here online, or in one of our stores. Our frames can be purchased with or without prescription lenses. In optical, or as sunglasses. Our full price list is here.
  2. Online – if you’re ordering prescription lenses, we’ll just need an up to date spectacles prescription, and your pupillary distance (PD)
  3. In store – we can take care of everything you need at all of our stores. A full list of prices and services is available here.
  4. What happens after I order?
    Our team will review your order and if necessary get in touch with any questions. You will then receive confirmation of you order via email with an estimated date of delivery. You will receive further notification when your order has been dispatched, or is ready to collect from your chosen location.
  5. Can I check on the status of my order?
    Simply sign into your Cubitts account and click to view your Orders. You can view current status and location of any order.
  6. Can I change my order?
    We start processing orders a soon as possible, 7 days a week. So if you’d like to make any changes please contact us as quickly as you can.
  7. How can I pay?
    We accept all major credit and debit cards. You can also pay using Paypal, or over the phone through our secure payment gateway.
  8. Can I order more than one pair with different prescriptions?
    Absolutely. If you would like to do this, the best way is to place separate orders. Or you can place one order and email us with clear instructions on frames and prescriptions.

Delivery & Returns

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  1. How much does UK delivery cost?
    Shipping is free to anywhere in the UK on all orders.
  2. How long will my order take to arrive?
    This depends on the nature of the order. A guideline of expected lead times can be found below:

  3. Order Type Expected UK delivery time
    Standard prescription spectacles 7 days
    High-Index prescription spectacles 7-10 days
    Non-prescription spectacles 5 days
    Home Try On 3 days
    Accessories 3 days
    Gift Cards 3 days
  4. How will my order be delivered?
    Your parcel will be delivered by DPD or DHL depending on your location. Both services are next business day, tracked, and signed for. You will also receive email updates from the couriers with detailed delivery information. Smaller, lower value items may be delivered by First Class Royal Mail.
  5. Can I collect my order in store?
    Absolutely. Simply follow the click and collect instructions in the checkout. We’ll let you know as soon as they’re ready for collection.
  6. Can I order from outside of the UK?
    We ship worldwide. There is a shipping fee of £15 inside the EU, and £20 for outside the EU. Your order will be shipped with DHL express, and we will provide full tracking details.
  7. Do I pay import duty charges if I live outside the EU?
    When a parcel reaches a destination country outside of the EU it will incur import duty charges. These charges must be paid by the recipient of the parcel and will be forwarded on by the courier. The cost is dependent on the customs and import policy of the destination country. These can vary widely between countries. Contact your local customs office for more information. The customer is liable for any unpaid customs charges. Return shipment and customs fees will be deducted from any refund due.
  8. What is your return policy?
    We offer a 30 day, no quibble return policy from the date you receive your order. We are happy to refund in full, or exchange any item if you are not satisfied. We’ll even cover the cost of return UK postage via Collect+. Get in touch at returns@cubitts.co.uk for more details.
  9. Can I return my order from outside of the UK?
    Yes you can. We will however not refund shipping costs or cover the cost of return shipping. Items will be refunded upon safe return, which is the responsibility of the sender.

Home Try On

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  1. How does the Cubitts Home Try On work?
    We’ve tried to make it simple. Choose four frames and order them for a Home Try On. From the point you receive the frames, you can try them out for five days before returning them to us. You can order a pair you like at any time, and there is no obligation to buy. The whole process is completely free.
  2. Do I keep the spectacles I like from the Home Try On case?
    No. The frames must all be returned. The Home Try On frames are used exclusively for this service. If you’d like to place an order, do so online and we’ll send you a brand new pair.
  3. Can I order a Home Try On from outside of the UK?
    The free Home Try On service is only available in the UK at this time.
  4. Why do you need my card details if the Home Try On is free?
    The Home Try On is completely free. We take your card details for security purposes, and we do not keep them on file, and we do not take a deposit. If the Try On frames are not returned to us, lost in your possession, or the frames are returned damaged, we will then charge the card £125 for each frame in question.
  5. Can I return my Home Try On?
    Charges may be made to your account in the instance that your Try On is overdue. If you require some extra time please get in touch.
  6. Can I order more than one Home Try On?
    Absolutely. However for security and inventory management, we will only send one at a time per customer. If you order more than one, we’ll ship the second as soon as the first is returned.
  7. Can I order sunglasses for a Home Try On?
    No. The Home Try On service does not include sunglasses.
  8. Will my Home Try On frames have my prescription in the lenses?
    No. The Home Try On frames are fitted with clear plastic lenses.
  9. How do I return my Home Try On?
    It’s really easy. Full instructions are provided in the box. The free returns service we use is Collect+. The label is already attached to the postage box. Simply seal the box with the sticker provided and drop it off at your nearest Collect+ drop off point. The parcel will then be delivered back to us via a fully trackable service. When the parcel is dropped off you will be issued with a receipt. Please keep this as proof of postage. If you are having any issues using Collect+ please get in touch. We are here to help and will do what we can to assist you. Should you choose to use an alternative returns service without contacting us first, you do so at your own risk. We will not take responsibility for lost items.

Our Stores

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    Information including contact details and opening hours can be found on our retail page

    A full list of prices and services can be found here.

  1. Do you offer eye tests?
    Yes we do. You can book here.
  2. Do you offer contact lens consultations?
    No we don’t.

Prescriptions

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  1. How do I get my prescription?
    After having an eye test with any qualified optometrist, it is your optician’s legal obligation to provide you with a copy of your prescription.
  2. How can I send you my prescription?
    During the checkout you have 3 options.
    1. Upload a photo or scanned copy of the prescription
    2. Email the prescription later to prescriptions@cubitts.co.uk
    3. Enter the prescription manually using the dropdown menu
  3. What is my pupillary distance?
    This is the distance between your pupils measured in mm. We need this measurement to correctly glaze the lenses in your frame. In the UK this measurement is part of the dispensing service, and won’t necessarily be written on your prescription. You can ask your optician for the measurement, or use our simple online measuring app. You can pop to one our stores where we will also happily measure this for you free of charge.
  4. What prescriptions can you cater for?
    Online we offer single vision lenses for either distance or reading vision. Our standard price of £125 includes single vision prescription lenses using a 1.5 or 1.6 index lens. This typically covers prescriptions with sphere (SPH) values between -5.00 and +5.00. For stronger prescriptions you can add higher index, thinner lenses to your order. See lens options here. You have the option to add these in the checkout, or we can get in touch after you order to discuss the best option. There is a limit to the strength of prescription that we can cater for online.

    Sphere (SPH) Between -7.00 and +6.00
    Cylinder (CYL) Between -3.00 and +3.00
    Values outside of this range require precise measurements and fitting adjustments for lenses to provide optimum vision. Therefore we do not recommend ordering spectacles online for such prescriptions. If your prescription lies outside of this range you have 2 options:

    - Pop into one of our stores where we can cater for stronger prescriptions
    - Buy the frame without prescription lenses and take to your local optician to have lenses fitted

    Please note: In certain cases our ability to fulfil your prescription for the standard price may depend on the combined sphere and cylinder values in your prescription, as well as other factors such as PD measurements and frame choice. In such circumstances we may need to contact you to discuss lens options.
  5. Can I order varifocals or bifocals online?
    We’re afraid not. Online we offer single vision lenses only. But the good news is we do offer them in all of our stores. Pricing is available here. Precise measurements and adjustments must be made whilst you are wearing your chosen frame in order to fit varifocal or bifocal lenses. If our stores are not convenient to you, you can buy the frame without lenses and take it to your local optician to have the lenses fitted.
  6. How do I understand my prescription?
    Good question. Prescriptions can be unnecessarily complicated things.
  7. OD and OS
    Prescriptions sometimes refer to the OD and the OS. These are the Latin initials for your right eye (Oculus Dexter) and left eye (Oculus Sinister). The right eye is always written before, or above the left eye.
  8. The sphere
    The SPH indicates the amount of lens power, measured in diopters. If the number has a minus (-) sign, you are short-sighted (you struggle to see in the distance). If the number has a plus sign (+), you are long-sighted (you struggle to see up close). If your sphere says Plano, PL, 0.00, ∞, or is simply blank this means that you are neither long nor short-sighted (and have zero power for the Sphere). Sphere values range from 0.00, can go as high as +/- 20.00 and are measured in increments of 0.25. You may have one eye that is short-sighted (-) and one eye that is long-sighted (+).
  9. The cylinder
    The CYL indicates the amount of lens power for an astigmatism (when your eye isn’t completely spherical). It is only present if you have astigmatism. The cylinder number may be preceded with a minus or a plus. Most values range from +/- 0.25 to +/- 6.00 and are measured in increments of 0.25. Both right and left CYLs are always written with the same sign. Both plus or both minus.
  10. The axis
    The AXIS is the angle the lens is set at to correct the astigmatism and is only present if you have a correspondent cylinder value. If there is a CYL there is always an AXIS. If you have no astigmatism the CYL and AXIS boxes will be blank, or it may say DS in the CYL box. This again means there is no astigmatism.
  11. The ADD (addition)
    The ADD, or NEAR ADD, is the additional magnifying power required for reading or near work. The ADD value is always a “plus” power, generally from a range of +0.50 to +3.00. If you’re buying online and your prescription includes an ADD, you will need to let us know if you’d like the spectacles for distance vision (DV) or reading (NV).
  12. My prescription has a prism. Can you make my lenses?
    In most circumstances this is not a problem. Email us a copy of your prescription and we’ll take a look.
  13. Can I use my contact lens prescription?
    Unfortunately not. Contact lens and spectacle prescriptions are slightly different due to the different proximity of the lenses from your eyes. We can’t make spectacle lenses from a contact lens prescription.
  14. Can I order prescription sunglasses?
    As standard we offer prescription sunglasses with CR39 hardcoated lenses in green, grey, or brown tints. For stronger prescriptions you may need thinner lenses, which are available to buy in the checkout. More tints and finishes are available in our stores. If you’re interested in a different tint, we may be able to help you. Just get in touch for more details.
  15. Are you prescription sunglasses polarised?
    Not as standard. Please see here for more information on our lenses.

Lenses

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  1. Optical
    For prescription spectacles we offer various lenses to suit most prescriptions. All of which come with an anti-reflective and anti-scratch coating as standard. Our optical lenses also provide full UV protection.

    1.5 CR-39 (included) a spherical, strong plastic lens for basic prescriptions
    1.6 (included) a spherical, thinner lens for slightly stronger prescriptions
    1.67 (+£50) an aspheric, high-index lens designed for stronger prescriptions
    1.74 (+£75) an aspheric, high-index lens designed for the strongest prescriptions
  2. Sun
    Our prescription sunglasses come with hard, anti-scratch coated plastic tinted lenses. As standard we tint with green, grey or brown colours to 85% ABS. This is the darkest tint which can legally be used to drive. All our lenses offer full UV400 protection.

    1.5 CR-39 (included) a strong plastic lens for basic prescriptions
    1.67 (+£75) a high-index lens for stronger prescriptions with a back surfaced anti-reflection coating.
  3. Non-prescription Sun
    CR-39 Polarised – strong plastic lenses containing a filter to cut out horizontally reflected light – the light which causes glare.

    Please note: Our lens options are more extensive in store. Including a full range of mirror sun lenses. If you are interested in something specific, come and visit us. We will do what we can to help.

Sizing & Adjustments

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  1. Spectacles come with three standardised measurements all of which are written in millimetres. These are printed onto the inside of all Cubitts spectacles.
    The first number (49) refers to lens diameter. This is governed more by the style of the frame than the dimensions of your face.
    The second number (19) refers to the bridge width, or the gap between the edges of the two lenses.
    The third number (145) refers to the arm length (or temple length). This is the full length of the arm, from the very tip to the very end.
  2. How do I adjust my frames?

    It is important that your frames fit you well. Both for comfort and so the lenses are positioned correctly for your vision. Minor adjustments are simple and straightforward. We will carry them out free of charge in any of our stores and you do not need an appointment.

    The most common adjustments are made to the temple arms. The length to bend can be adjusted to fit, and the angle of let back can be increased for different shaped heads.

    If your spectacles are crooked the angle of side can be adjusted to make the frames sit evenly. Furthermore if your spectacles are sliding down your nose, the angle of bend, and let back can be adjusted to prevent this.

    Our metal frames all have adjustable nose pads, which can be altered for different shaped bridges. If our stores are not convenient to you, then most opticians will do adjustments for a small fee. Please get in touch for more advice.

    If you find the hinges becoming loose over time, we include an optical screwdriver with every pair to tighten the hinges as you please. We do not recommend adjusting your frames yourself. Exposure to heat on the lenses will damage them.

Warranty & Repairs

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  1. Warranty
    We also offer a guarantee against any product fault for twelve months after the day of purchase. Should your frames need attention outside that period or the damage is self-inflicted, get in touch and we'll do our best to advise and help.
  2. Repairs
    Call us old fashioned, but we take pride in adjusting and fixing spectacles - whether polishing a frame to bring back the glorious lustre, resetting or adjusting it for fit, or re-pinning a hinge. If you're in need of a repair, email us at info@cubitts.co.uk and we'll advise on the options. We offer three levels of repair - complementary, £25, and £50.
  3. Spectacle care
    If properly cared for, your Cubitts frames should serve you admirably for many years. While all of our lenses have a scratch resistant coating, they're not scratch proof. When not in use, store your Cubitts in the case provided to protect the lens. Putting them lose in a pocket or handbag is a recipe for disaster. To clean your spectacles, use the cloth provided. As tempting as it might be to use your shirt or sleeve, they might carry tiny pieces of grit which can scratch the lens. To remove grease, water and a smidgen of soap usually does the trick.

Vouchers schemes & insurance claims

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  1. Do you accept any vouchers?
    All of our stores accept Edenred Eyecare vouchers. We do not accept NHS vouchers or any other voucher scheme.
  2. Can I get an invoice for my insurance claim?
    Just log in to your account online. From there you can download or print a full VAT invoice for your order.