Question 1

How long will my order take?

Accepted Answer

In-stock frames with clear or blue-light lenses ship in 2–3 working days. Prescription lenses are made to order and take 5–7 working days. You will get tracking as soon as it leaves our lab.

Question 2

Do you ship internationally?

Accepted Answer

Yes — we ship across the UK, EU and US. Duties and taxes are calculated at checkout for non-UK orders, so there is nothing to pay on delivery.

Question 3

Can I track my order?

Accepted Answer

Absolutely. Sign in to your account and open Orders to see live status, or use the tracking link in your dispatch email.

Question 4

How do I add my prescription?

Accepted Answer

During checkout you can enter it manually, upload a photo, or choose to send it later via a secure link. We verify every prescription before your lenses are cut.

Question 5

How do I measure my PD?

Accepted Answer

Your pupillary distance is the gap between your pupils in millimetres. You can measure it at home with a ruler and a mirror, or use our in-app measure tool — full guide in the configurator.

Question 6

Do you make varifocals?

Accepted Answer

Yes. Choose Varifocal in the lens configurator; our free-form digital varifocals suit most prescriptions and come with a 30-day adaptation guarantee.

Question 7

What is your returns policy?

Accepted Answer

Non-prescription frames can be returned within 30 days for a full refund. Prescription lenses are made to order but covered by our 30-day fit guarantee — if they are not right, we will remake or refund them.

Question 8

How does the 14-day home try-on work?

Accepted Answer

Order up to 4 frames to try at home for 14 days, free. Keep the pair you love and send the rest back with the prepaid label — you are only charged for what you keep.

Question 9

Which payment methods do you accept?

Accepted Answer

Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal. We also offer interest-free payments in three instalments at checkout.

Question 10

Can I use insurance or a health plan?

Accepted Answer

We provide itemised receipts suitable for most health-cash-plan and insurance claims. Add your details at checkout and we will include everything you need.

Question 11

How do I know which size fits?

Accepted Answer

Every product page lists lens width, bridge and temple length in millimetres. Compare them to a frame you already own, or use our virtual try-on to see the fit on your face.

Question 12

Can I put my own lenses in?

Accepted Answer

We fit all lenses in-house to guarantee optical quality, but you are welcome to bring BeOptical frames to your own optician if you prefer.

How can we help?

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