Frequently Asked Questions

It is important for you to provide us with valid prescription details to allow us to complete your order accurately. Following an eye examination, you will be able to obtain a copy of your prescription from your optician. Under the UK Opticians Act of 1989, every optician is required to provide this for your own records.

We can only accept prescriptions that are no older than two years. If you don't have a more recent prescription, you will need to get your eyes re-tested by an optician before ordering.

Prescriptions are generally written in the same format. You can proceed to placing your order if you have all the required information to hand by simply entering the prescription values. Leave blank any fields that are blank on your prescription. If you do not have your prescription to hand, you can give us this after ordering as soon as possible - please note your glasses will not go into production stages without a prescription being sent. Your prescription can be sent via email or post.

If you have an addition or intermediate addition value this may be written in just one place on your prescription provided by your optician. However this value must be added into both eyes on our web ordering system. Please note near addition is the value needed for reading glasses and intermediate addition is the value needed for computer use glasses.

If you are still having problems understanding your prescription then please contact our customer care team on help@directsight.co.uk and we can advise you. We may need to contact your optician for clarification or in the case of your prescription being in a different format.

Your prescription is a recommendation for your vision given by your optician. You will need to check to see if your prescription is within our laboratory range. If your prescription is not covered by the prescription ranges on the prescription entry pages of our website please do contact us and we will endeavour to accommodate your prescription if possible.

For further details please visit our understanding your prescription guide.

Your optician will advise you which type of glasses you require. To be able to see clearly in the distance you will need to choose the distance option, for clear reading and close work you will need to choose the near option, and for intermediate viewing (for example computer screens) you will need to choose the computer option.

Lens Powers

The maximum prescription we offer is +/-8.00 SPH (sphere) and +/-4.00 CYL (cylinder). We show our recommendations where high index lenses are beneficial for specific lens powers and we will always advise you if our professional team thinks you would benefit from a high index material. Cosmetic appearance is greatly enhanced with a high index lens. We usually consider that any prescription greater than or + 4.00 sphere often needs this type of lens (high index lens).

Single Vision/ Varifocals/ Bifocals

Direct Sight offer three main lens types, single vision, bifocals and varifocal lenses. We offer a large variety of frames to accommodate varifocal and bifocal lenses and all of our frames are suitable for single vision lenses.

Single vision lenses are suitable for people who want spectacles for distance only or near vision spectacles for reading only i.e. a single use. These are the lenses of choice for people not wanting or not requiring bifocals or varifocals.

Bifocal lenses are required by people who want the convenience of distance and near powers, all in one lens, (i.e. two powers in one). They have a visible segment on the lenses where the two powers of the lens meet. We only supply D28 Bifocal Lenses.

Varifocals are similar to bifocal lenses, where the lens contains more than one power for different vision uses however there is no visible segment on the lens.

If you have never worn glasses before or are having your prescription updated it is likely you will notice a difference in your vision when you wear your new glasses. This is completely normal and to be expected, the whole point of glasses it to make a difference to your sight and in most cases people adjust to this change very quickly. Even so, we would always recommend that you wear your glasses a few times and feel totally comfortable with them before embarking on any activity that could cause you or others any danger if you are not completely at ease with the vision in your glasses.

For people ordering new or updated varifocal lenses, our experience has shown that it takes a little longer to get used to your new lenses and here are some tips for getting used to your new glasses:

• Make sure your glasses fit properly, they should not slip from the bridge of your nose.
• Make sure you are entirely comfortable with your sight in your new glasses before embarking on any activity that could cause you or others any danger if you are not completely at ease with the vision.

We offer a selection of different coatings that can be applied to all lenses excluding tinted lenses. Coatings include Anti-scratch (Hard Coat), Anti-scratch, UV 400 protective, Anti-reflective (MAR) and sunglass tints.

Anti-Scratch (Hard Coated) lenses

This coat protects lenses from everyday excessive scratching that can lead to decreased vision and a reduced appearance. These coats increase durability and protection of your new spectacles.

Anti-Scratch and Anti-reflection (MAR)

This coating helps to protect the lens surfaces from scratches, reduce distractions - such as glare and surface reflections - and protects the eye from UV rays. This Multi Coating can enhance your vision in low lighting levels and glare situations, such as driving and computing. The coating makes the lenses almost invisible by reducing the front surface reflectance, making your eyes the focus of attention and not your glasses. Furthermore, photographic and video reflection of your spectacles is reduced, as are the annoying reflections from your own eyes. The MAR coating also includes the benefit of UV 400 that helps protect the eyes from harmful damage caused by the sun. Ultraviolet radiation produced by the sun is invisible radiation that can cause damage to your eyes with long-term exposure.

UV radiation can lead to numerous eye disorders including cataracts and macular degeneration; two very common visual impairment disorders. Everyone is at risk from UV damage; but people working in direct sunlight are at greatest risk. The UV 400 coating provides a great means of UV protection, helping shield against UV-A and UV-B rays.

Our dark tints for sunglasses are 85% ABS and are for use in bright light situations, they provide maximum protection from the bright sun especially for those sensitive to bright light. This dark tint is not suitable for night driving or indoor vision. The most popular colour for dark tints are brown and grey.

Yes. Thinner lenses are made from a higher index material. They are considerably thinner than standard lenses and are often lighter than the same lenses made in conventional plastic, so they're more comfortable to wear and improve the cosmetic look considerably.

High index lenses are recommended for:

• People who prefer a thin and comfortable lens option
• Prescriptions for a higher power range to give a better appearance
• Rimless frames as they provide a superior strength.

In relation to standard thickness lenses 1.60 index lens is approximately 20% thinner/lighter and a 1.67 index lens 33% thinner/lighter.

Yes. We offer a wide variety of tints, available in many colours. Tinted lenses retain their colour and it does not fade, rub or wash off. Tints can be light or dark in colour intensity.

We also offer photochromic lenses that automatically tint under sunlight and filter out harmful UV rays but are colourless when not in sunlight. Photochromic lenses therefore have the added bonus of providing two uses in one pair of glasses. At Direct Sight, we use our own photochromic lens called Adaptions®.

Photochromic lenses are often not suitable for use inside cars when driving, as some windscreens absorb the UV light used to make photochromic lenses work. In this case the lenses would not darken. Photochromic lenses are great all-round lenses. They stay clear indoors or in low light, then darken into sunglasses in bright conditions. They provide 100% UV protection, and because they adapt to changing sunlight they cut glare too. As they darken outdoors and lighten indoors, you don't need to carry a separate pair of prescription sunglasses. Our photochromic lenses - Adaptions® lenses - are available for single vision, varifocal and bifocal prescriptions.

According to the World Health Authority, even on a cloudy day in the UK there is harmful UV radiation, so make sure your eyes are protected by using sunglasses or Adaptions® lenses.

Brown and grey are the most popular tint colours, but we also offer a green tint. All tints are available in light and dark, so you have plenty of choice.

Brown is overall the most beneficial colour lens as it allows the wearer the widest light spectrum through to the eye, while blocking blue light and offering optimum contrast. Brown lenses are great for activities where distances need to be constantly judged; like tennis, golf, skiing, or other sports requiring acute visual perception and contrast differentiation. Brown is also best for lower light situations, like fishing in the late afternoon or early morning.

Grey tints are most useful for bright light situations like water sports because it blocks out the brightest of the sun's rays. Other colours like green and blue are used more for fashion purposes than for utility. Yellow is used to heighten contrast without blocking too much light, and it is commonly used for shooting and skiing on cloudy days.

Take a look at our lens colour guide below:

DARK GREY reduces the maximum amount of visible light and allows for true colour recognition. It is perfect for bright sunny days and in cases where heavy glare can cause problems for your sight. In addition to general use. This tint colour is great for driving and deep water fishing.

DARK BROWN provides excellent contrast and improves visual acuity and depth perception. It is perfect for bright, sunny and varying light conditions. Dark Brown lenses reduce blue light and are best for driving, golfing and shallow water fishing.

DARK GREEN has slightly better contrast than the grey colours, but is not considered a high contrast lens. Green maintains true colour balance and is a good choice for varying light conditions. Green lenses are used for tennis, driving and golf as well as an all-purpose colour.

• A Light tint - used as a fashion tint or generally for outdoor protection from the sun but not extreme light situations, such as midday sun on the water. These would be more suitable for driving conditions and can be used indoors.
• A Dark tint - used for sunglasses in bright light situations and provide maximum protection from the bright sun especially for those sensitive to bright light. This dark tint is not suitable for night driving or indoor vision. The most popular colour for dark tints are brown and grey.

We only offer dark sunglass tints.

Yes. Using our state-of-the-art laboratory equipment we can read your exact prescription from your current glasses. Simply send us your glasses with a print out of your order details and we will be able to tell your existing prescription. There is a £5.00 charge for this service and we will return your old glasses with your new ones when complete. In doing so you must certify in writing that your glasses were made to your prescription that was under 2 years old. This must be enclosed with your glasses and mail order form when they are sent to us.

Please remember that it is your responsibility to ensure that your glasses reach us securely. We are not responsible for any items lost in the post.

No. Contact lens prescriptions vary considerably to from glasses prescriptions. You must have a regular glasses prescription less than two years old in order to purchase glasses.

Your pupillary distance (often referred to as PD), is the correct term for the distance between your eyes, measured between the centre of the pupils. This measurement is important in ensuring you get the optimal level of performance from your glasses. Your lenses need to match your PD measurement so that the centre of each lens fits with the centre of your pupils.  For further information visit our how to measure your pd guide.

Your pupillary distance is usually measured during an eye examination, but is not always included with your prescription. You can either ask your optician for your pupillary distance during your eye test, we can take the measurement from an existing pair of glasses, you can measure it yourself or use the national average. If you send your own glasses into Direct Sight to have the PD measurement taken by one of our specialist technicians we will endeavour to have the glasses returned back to you as quickly as possible. Please note if you wish your PD to be taken from your existing glasses you must select the option 'Send Own Glasses for PD Check' when placing the order. There is a £5.00 non-refundable charge for this service.

Yes. If you send an old pair of your glasses into us one of our qualified technicians will measure the pupillary distance of your existing glasses. There is a £5.00 non-refundable charge for this service. Your frames will be returned to you after the pd has been taken.

A strong prescription on a pair of glasses with an incorrect pupillary distance for the user won't cause any harm to the eyes, but may result in strain or discomfort. An accurate pupillary distance allows us to provide you with the most comfortable and suitable pair of glasses possible.

Yes. Many people who do not need to wear glasses for sight correction choose to buy glasses as a fashion accessory or statement. If your eyesight is fine but you'd like some designer or fashion glasses, you can order frames with non prescription (Plano) lenses. Just select Fashion or Non Prescription on the 'Select Use' page.

We supply prescription lenses up to +/-8 sphere and +/-4 cylinder. If your prescription is higher than these values we reserve the right to cancel your order or the order will be subject to an additional £30.00 out of range prescription fee.

Yes, you can add a prim value to your order at a charge of £25.

Most of our lenses are made from lightweight plastic (CR39). In our experience, plastic lenses are far more durable, much lighter and are less likely to scratch or break when accidentally dropped compared to traditional glass lenses. In all of our rimless frames we fit polycarbonate lenses; this material is unbreakable and the strongest lens material available.

Yes. Every pair of prescription glasses is checked by our laboratory team before dispatch to ensure the finished glasses match the prescription and lens options provided with your order.

If you believe your glasses have been made incorrectly, are faulty, damaged or do not match your order, please contact our Customer Service team as soon as possible so that we can investigate.

Where goods are faulty, incorrectly made, not as described or otherwise do not conform to the contract, your statutory rights under the Consumer Rights Act 2015 apply. Our 30-Day Returns Promise and 365-Day Workmanship Guarantee are additional to, and do not affect, your statutory rights.

To ensure that your glasses are made to the correct specifications, we require a copy of your most recent prescription, which should include your pupillary distance (PD), the sphere, cylinder, and axis values. If your prescription is missing any of these details, we may contact you to confirm or assist in gathering the necessary information.

If you’ve lost your prescription, you can visit an optician to have your eyes re-tested. Alternatively, many opticians can provide a copy of your prescription from previous visits. We recommend using an up-to-date prescription for the best fit and accuracy.

Yes, we cater to a wide range of prescriptions, and if your prescription falls outside our typical range, we can often still assist you. Simply contact our customer service team to discuss options, and we’ll work with you to ensure we find the right solution.

Yes. Ordering your glasses couldn't be easier.

You will need your up-to-date prescription which can be obtained from any optician. Your prescription must have been issued within the past 2 years and if it is older than 2 years you will need to visit your optician to have your eyes retested.

Once you have your prescription just follow the simple steps below.

STEP 1

Find a frame that you like from our wide range of standard and designer frames and check to see if it's suitable for your lens type. (All frames are suitable for single vision lenses but some may not be suitable for multifocal lenses.) All of our frames will have icons to show which lens types the frames are suitable for.

STEP 2

Select your frame colour and size.

STEP 3

Customise your glasses by adding any additional lens options you may like. You can add thinner lenses (recommended for higher prescriptions), protective lens coatings, lens tints for prescription sunglasses or reactor light transition lenses.

STEP 4

Enter your prescription, followed by your payment details and voila, your glasses will be on their way to you very soon.

If you are unsure on how to read your prescription you may like to view our short video on the home page which will talk you through reading your prescription details.

If you are still unsure you can simply email it to us at help@directsight.co.uk, and we'll give you a call back.

If you make a mistake on your order form, please contact us immediately on 01494 307 345 via email at help@directsight.co.uk . We can amend any of your order details, but only up to 24 hours after the order has been placed. If you realise you have supplied the wrong prescription information or ordered the wrong frame, please tell us straight away. We process orders very quickly, and once we have glazed your glasses, they cannot be altered. If you need to get a hold of us, please visit our contact us page.

Understanding your face shape, whether it's round, square, oval or heart-shaped, can help you choose frames that highlight your best features. By matching the right frame style to your facial structure, you'll improve your look and find a pair of glasses that feels comfortable and stylish.  For a detailed breakdown on which frame styles best complement your face shape visit our guide.

Frame colour is an important consideration and at Direct Sight we offer a wide range, from barely-there rimless styles to bold statement frames in strong colours. Take a look at our frame colour match guide for advice advice to consider before ordering your frames.

Ordering glasses online from Direct Sight is a safe and convenient option.  It's important to ensure that you have an up-to-date prescription from your optician, including an accurate measurement of your pupillary distance (PD).

If you're having trouble logging in, or can't remember your password, simply click 'Forgotten your password' to reset it.

Enter the email address associated with your account and click 'continue'. You will then receive an email with a to create a new password.

If you're still having trouble logging in, contact our customer service team on help@directsight.co.uk and we'll do our best to solve the issue for you.

If the frame you're looking for is out of stock, you can either wait until the item is restocked, or try looking at other frames in a similar shape or style. We try to restock sold out items as regularly as possible, so it's always worth checking back if you can't find what you're looking for.

If you're having any issues accessing our website or making orders, please let us know so we can help you make your order and fix any issues as soon as possible.

Unfortunately no, it's currently against the law in the UK to sell glasses online for children under 16 years of age.

Direct Sight offer an Accidental Damage Protection Plan for only £20.  We will replace your frame or lenses when accidental damage occurs such as a snapped frame or scratched lens, up to 12 months from the date of dispatch.  Click here for futher information.

When buying new glasses online, choosing the right style is important, but ensuring the frame fits comfortably is just as crucial. To find the right size frame, it's essential to consider both the dimensions of the frame and how it will sit on your face for comfort and style.  To learn more visit our frame measurements guide.

We offer in-person try-ons at our outlet for those who can visit. For anyone unable to come in, our 30 day returns policy gives you the flexibility to exchange or return your glasses if the fit isn’t quite right. We recommend purchasing frames to try on at home, and if you're not satisfied, you can either return them for a full refund or send them back with your prescription to have the correct lenses fitted.

You can track your orders with Direct Sight via the 'Your Account' . In order to track your order, you need to log into your account and select 'Track your orders'. From here you will be able find the order status for each of your purchases.

We can accept payment for orders using a credit or debit card. We currently accept Mastercard, Solo, Switch, VISA Electron and VISA.

We currently don't accept cheques or postal orders as methods of payment.

We take your privacy and security seriously. All payments made via the Direct Sight website are 100% secure. We test our payment system every 24 hours to ensure our customers are safe from fraud and identity theft. 

Your personal information is always protected by secure encryption on our website. When you enter your payment details, you can see a small lock icon on the top left-hand corner of your web browser to indicate that this is a secure page.

If you would like any further details on our online security, you can view our Privacy and Cookie policy.

You will see a confirmation message on your screen once your payment has been processed, as well as a confirmation via email. If you're unsure if your payment has been successful, you can contact our customer service team on help@directsight.co.uk and we'll be happy to help.

If your payment is declined you will receive an error message when trying to pay. In this instance, check your card details and try making the payment again. You may need to check with your bank that there are no issues with your card or account.

If you continue to have problems and want to contact a member of the Direct Sight team, please contact us on help@directsight.co.uk.

We currently do not accept NHS vouchers.

Your order will be reviewed and authorised by one of our fully qualified opticians, who will make sure that all the necessary information has been provided and that the frame and lens you have ordered are suitable for your prescription and individual needs.

Absolutely! If you have a valid discount code, you can apply it at checkout to receive savings on your order. Be sure to enter the code in the appropriate box before completing your payment, and the discount will be automatically applied.

We unfortunately do not currently offer delivery outside of the UK.

We offer the following delivery services:
Standard Delivery 2nd Class Royal Mail at a charge of £4.95
Royal Mail Tracked 24 at a charge of £7.95.

We make every effort to ensure our items are dispatched and delivered as quickly as possible. The majority of orders are dispatched within 3-7 working days from the date that the order is accepted. Some glasses take longer, up to 7-14 working days, due to more complex lenses or if our opticians need to contact you about your order.

All next day express single vision orders will be complete same day if ordered before 3pm and dispatched via Royal Mail Tracked 24 for next-day delivery. If ordered after 3pm the order be made and dispatched to you on the following working day.

You will receive a confirmation email once your item has been dispatched, and in the rare case of delays, you will be notified as quickly as possible.

In the unlikely event that you haven't received your item, get in touch with us on help@directsight.co.uk and we will resolve the issue as quickly as we can.

Delivery times vary depending on your location and the type of glasses you order. Typically, standard delivery within the UK takes 3-5 business days. For next day express orders placed before 3pm, your order will arrive the next working day.

Yes, if you have opted for a tracked delivery service.  Once your order is dispatched, we will send you a tracking number via email so you can track the status of your delivery.

Currently, we only ship to the UK, but we are looking to expand our shipping options in the future. Keep an eye on our updates for any changes to our international shipping availability.

If your order is delayed, we will notify you as soon as possible with an updated delivery time. We understand that waiting for your glasses can be frustrating, and we work diligently to resolve any shipping delays as quickly as possible.

If you would like to return or exchange your glasses, please use our online returns service or contact our Customer Service team.

Eligible returns under our voluntary 30-Day Returns Promise must be sent within 30 days of receiving your order.

If you believe your glasses are faulty, incorrectly made or do not match your order, please tell us when arranging the return so that we can provide the appropriate return instructions and investigate the issue.

Once your return has been received, we will inspect it and contact you regarding the refund, exchange, credit or other remedy applicable to your return.

Please retain proof of postage until your return has been processed.

Start a Direct Sight Return or Exchange

If we have sent you the wrong frame, lenses or other product, please contact us as soon as possible and we will arrange for the issue to be corrected at no cost to you.

If the goods supplied do not match your order or description, your statutory rights are unaffected.

If your glasses arrive damaged, develop a fault or you believe there is a manufacturing or workmanship issue, please contact our Customer Service team as soon as possible.

We may ask you to return the glasses so that our laboratory team can inspect them and establish the cause of the problem.

Where goods are faulty or otherwise do not conform to the contract, your statutory rights under the Consumer Rights Act 2015 apply. Our voluntary guarantees provide additional protection and do not affect those rights.

Accidental damage, misuse or damage caused by external force is treated separately from an inherent manufacturing fault and will be assessed in accordance with the applicable guarantee or policy.

If you accidentally provided incorrect prescription information when placing your order, our voluntary one-time Free Exchange Promise allows you to return the glasses to us and have them remade using the corrected prescription information, subject to the conditions of our Returns Policy.

Please provide a copy of the correct prescription when arranging your exchange.

Where Direct Sight has manufactured the glasses correctly using the prescription information supplied with the order, an error in the prescription information provided to us is not a manufacturing fault by Direct Sight.

This does not affect your statutory rights where the glasses themselves are faulty, incorrectly manufactured, not as described or otherwise do not conform to the contract.

Our voluntary 30-Day Returns Promise allows eligible glasses and sunglasses to be returned within 30 days of receiving your order for a refund or one free exchange, subject to the conditions of our Returns Policy.

For prescription glasses returned because you have changed your mind, we will refund the amount paid for the frame together with the full original postage charge paid when the order was placed.

As prescription lenses are individually manufactured to your prescription and are bespoke, the amount paid for the lenses will not be refunded to your original payment method for a change-of-mind return. Instead, a credit equal to the amount paid for the lenses will be applied to your Direct Sight account for use towards a future purchase.

For an ordinary change-of-mind return, the cost of returning the goods to us is not refundable.

Different rights apply where goods are faulty, incorrectly made, not as described or otherwise do not conform to the contract. Nothing in our 30-Day Returns Promise affects your statutory rights.

Please see our full Returns Policy for complete terms and conditions.

Getting in touch with us:

Telephone: 01494 307 345

email: help@directsight.co.uk

Live chat: chat now

Direct Sight will let you know via email once a returned item has arrived back with us. Please note it will take a few days for returns to reach us and be processed.

If you need your frames adjusting, you can contact us on help@directsight.co.uk. Alternatively, you can take your glasses to a local optician, although they may charge a small fee to make the necessary adjustments.

Similarly, if you find a screw has fallen out of your frames at any point, you can return the frames to us and we will fix them for free, or you can take them to a local optician practice.

Simple adjustments can be made at home, see our adjusting your frame guide for further details. 

Yes. Eligible glasses are covered by our voluntary 30-Day Returns Promise. If the style, colour or fit isn't right for you, you can return them within 30 days of receiving your order for one free exchange or a refund in accordance with our Returns Policy.

For prescription glasses returned because you have changed your mind, we will refund the amount paid for the frame together with the full original postage charge. Because prescription lenses are individually made to your prescription, the amount paid for the lenses will be issued as Direct Sight account credit rather than refunded to your original payment method.

This policy is additional to your statutory rights where goods are faulty or otherwise do not conform to the contract.

Yes. Our voluntary 30-Day Returns Promise includes one free exchange per original order.

You can choose another eligible frame or change your lens options. If the replacement order costs more than your original order, you will need to pay the difference before the replacement is made. If it costs less, the difference will be applied as credit to your Direct Sight account for use towards a future purchase.

Please return your glasses within the timeframe and in accordance with the conditions set out in our Returns Policy.

If you believe your glasses do not match the prescription or order information you supplied, please contact us so that we can arrange for them to be checked.

If our inspection confirms that the glasses were manufactured incorrectly or otherwise do not conform to the contract, your statutory rights under the Consumer Rights Act 2015 apply. We will provide the appropriate remedy in accordance with those rights.

This is separate from a situation where the glasses have been manufactured correctly to prescription information supplied to us but that information was itself incorrect.

No. Our 30-Day Returns Promise, Free Exchange Promise and 365-Day Workmanship Guarantee are voluntary benefits provided in addition to your statutory rights.

Nothing in these policies limits your rights where goods are faulty, incorrectly made, not as described or otherwise do not conform to the contract.