Frequently Asked Questions
Ordering
Do you do sight tests?
Sadly no, we are Dispensing Opticians, which means we can do everything apart from the sight test. Your Optician should provide you with a copy of your prescription when you have a sight test.
Your optician will provide a copy of your prescription if you have lost it. They may make a charge for this.
Do you need anything other than the prescription?
In most cases, no, all we require to make your spectacles is your current prescription.
My prescription is out of date. Does this matter?
Yes, it does. We are registered Opticians and have to abide by the Opticians Act. This means we can only dispense a valid, in-date prescription. In most cases, your prescription is valid for two years from the date it was issued. However, in some cases, it may be a year or even six months.
If your prescription is out of date, you will need to visit your local optician first before we can place an order.
Do you sell children’s spectacles?
In most cases, you would be better off getting your child’s spectacles from your local optician. This is so that the Dispensing Optician can ensure they are the correct size and fit. Also, in nearly every case, your Optician will issue your child an NHS voucher that will pay for the complete pair or cover most of the cost.
We can supply spectacles as a private sale for those under 16 but only in Kent, where we can oversee the whole process. We cannot accept NHS vouchers at all.
Where do I find my PD?
Your Optician may take it for you if you ask for it. They may make a charge for this. Otherwise, see our How To Take Your Measurements section.
Will you come to me?
If you are anywhere in Kent, then yes, we can come to you so you can try on the frames, and we will also deliver them when ready, all completely free of charge.
Can I order just the frame?
Yes – Select the frame-only option, which typically saves £8 from the total price.
How do I order Bifocals or Varifocals?
We will come to you to take the measurements if you are in Kent. If you are further afield, we will need to do it by post. Once you have selected the frame and lenses you would like, we will contact you to collect the measurements. We can do this by sending you the frame. Once we have a picture of you wearing it, we can decide where it is best to set the lenses.
We are not set up to provide free returns, but we will issue a credit/cheque for the return postage when we send out your completed spectacles.
Can you put new lenses in my own frames?
Yes, we can, see our reglaze section. We are also specialists in reglazing vintage frames.
Why can’t I have glass lenses?
In many cases, we can supply glass lenses. Just let us know in the comments box. However, we don’t list them as an option because, in 99.9% of cases, you will be better off with a plastic lens. Plastic lenses are a lot lighter and don’t shatter into dangerous shards of glass. (Plastic lenses are not unbreakable, but they are much safer than glass lenses.)
We cannot fit glass lenses into supra or rimless frames under any circumstances.
Why can’t I select varifocal lenses on a particular frame?
If we feel a frame is too shallow to accommodate varifocal or specialist lenses sensibly, we will restrict the options available. If in doubt, give us a call on 01795 228724.
Shipping
How much does it cost to ship my order?
We will only use Royal Mail signed for deliveries – this is to ensure your order doesn’t go astray.
UK = £6.95
International = £12.95
How long will my order take?
We aim to ship all orders within seven to ten days; in most cases, they will leave us a lot quicker. Simple orders may even be sent out on the same day. Varifocals and special order lenses will typically take a week to be ready.
How long they spend in the post is out of our hands. However, most UK deliveries will be within 2-3 days of being sent out.
Do I have to pay tax when I receive my order?
In the UK. No.
Outside the UK, it will depend on your country’s tax arrangements with the UK – some tax will likely be payable.
Can I track my order?
We will have a royalmail.com tracking number for your order. We cannot link this to the website with the “your order has been dispatched” email. However, if you contact us, we will supply it to you.
What if my order never arrives?
Over the last ten years, we have never had a parcel go astray using the Royal Mail signed for service. However, if it does, we will endeavour to supply you with another set of spectacles or a refund, whichever you prefer. Don’t hesitate to get in touch with us to let us know.
What if my frame is out of stock?
In theory, this should not happen, as the website should only show stock items. However, there may be the odd occasion where an order is placed offline and then ordered online before we have had a chance to update the website.
We generally only stock one of each frame at a time. If it is out of stock, we can usually order another from the supplier. Occasionally the frame is a one-off or discontinued. If this happens, we will contact you.
Can I get a copy of my receipt?
We will email you your receipt when we receive the order.
Returns
What is your returns policy?
If you have ordered something not specific to you, such as a frame or case accessory, we can provide a full refund on receipt of the returned item in a resaleable condition.
Please return to
Faversham Optical
3 Greenway
Faversham
Kent
ME13 7TE
We cannot pay for the return postage unless your order is incorrect.
Please get in touch with us first if you want to return a pair of prescription spectacles. These have been made especially for you, and it is at our discretion whether we can accept a return.
Account
How do I create an account?
TBA
How can I edit my details?
TBA
How can I update my prescription?
TBA
Newsletter
How do I sign up for the Faversham Optical newsletter?
How can I unsubscribe?
Click the Unsubscribe link found at the end of each newsletter.
Offers
How do I use my discount code?
Please put the code into the box on the payment screen.
NHS
Do you accept NHS vouchers?
No, we cannot accept NHS vouchers at present. We can, however, make spectacles to your NHS prescription.
VAT
Why does my receipt not show VAT?
We are not VAT registered, so we do not add VAT to your order. This also allows us to keep our prices as low as possible.