FAQ

GLASSES, PRESCRIPTIONS & LENSES

How do I order online with my prescription?

When you have chosen your frame, click the 'Buy Frame or Add Prescription' button.
Y
ou can then select 'Single Vision Lenses' for if you require glasses for reading or distance. 'Fashion Accessory' if you do not require prescription eyewear & 'Frame Only' if you would like to get your lenses fitted locally.

If you chose 'Single Vision Lenses' then you will have the option to upload your prescription which allows you to select or take a photo on a mobile phone, tablet, or select an image from your computer. Or if you would prefer, you can select 'Enter Manually' which will allow you to input the details for your OD + OS, we will also ask you to upload your prescription just so we can double check all the details in our lab. Your final option is to 'Email Later', this way you can
get in touch with our highly-trained customer service team via email. We'd recommend this method if you have any questions or special requests, our team can talk you through the ordering process.

You can find further information about ordering prescription glasses here.

Can I return glasses with lenses?

If you added lenses to your order, either prescription or fashion accessory, please note that these are both custom items and in such a case only the frame is refundable. Also, the frame must be unworn in as new condition and returned within 14 days of receipt.

How do I get a prescription?

Once you've had an eye examination at your local Optician/Optometrist, you should be handed your prescription by law. If your Optician does not give you your prescription as standard, you should ask for this.

You may already have a prescription from a previous sight test, and providing it is still valid you can use that (prescriptions are normally valid for two years from the date of the eye examination).

If you have any difficulty please contact us and we would be happy to assist you further.

How much will my glasses cost?


Once you have chosen the frame you would like, click 'add prescription lenses' then select your lens package from TruOptics, Essilor and ZEISS [which ranges from +£20.00 to +£800.00] and any additional coatings you may require such as anti-reflection, blue control and Drive. You can also add transitions if you wish to have your clear lenses turn brown or grey when you move into bright light.

You will then be quoted a price based on your prescription and package selection.

Please be aware, if you have a more complex prescription we may have to surface your lenses at an additional charge. A member of our qualified customer service team will be in touch once we have received and read your prescription to notify you of this cost [in most cases, this is approximately an additional £30 charge].

How do I measure my PD?


You can ask the optician or store where you last purchased glasses for your PD [pupil distance] measurement as they will have measured and noted on your records.

However, if you'd prefer not to ask then you can measure using a number of smart phone apps.
We recommend: 'EyeMeasure' [for Apple iPhone] or 'GlassesOn' [for Samsung/ Android Users].
Both of these apps take advantage of latest camera technology resulting in measurements as accurate as any in store/Optician measurement devices.

What size of glasses should I choose?

Glasses can come in all shapes and sizes and it can be a matter of personal choice what size of frame you go for.

You may notice that in the product pages of our site you have the option to choose multiple sizes, quite often 47mm, 50mm or 53mm. These numbers refer to the lens width - 47mm recommended for those looking for a smaller, more narrow frame, where as 53mm or above will provide you a much larger eyewear design.

The above graphic displays the four most common sizes that you will come across while browsing for frames. However, if you have a specific sizing question or request then please feel free to get in touch with our qualified team who will be able to assist.

If you currently wear glasses, you may find the size of your current frame imprinted in the inside arm. You will see values such as: 52 18 135, the first number lens diameter, the second is the bridge width and the last is frame length. We have them listed in the 'DETAILS' section on the right hand side of our product pages.

The first number in the above image refers to the lens width. As explained above, many of our brands design their frames in multiple sizes, quite often 47mm, 50mm or 53mm. This measurement is dictated by your eye size and is the horizontal width of the lens in millimeters. If you are measuring a current pair, then please ensure you measure the inside of the frame rather than the outside.

We often add the lens height to our product details, but this is less commonly featured on the inside leg of your frame, this is the vertical height of a lens and it is measured from the top to the bottom of the lens excluding the frame.

The second number on your glasses leg will tell you the bridge width. The bridge width is the gap above your nose and between the lenses, it is important this is comfortable for you to wear [not too tight where it may pinch your nose, and not too loose where it may fall off your face]. The second number in the example above informs us the bridge is 18mm.

The last number refers to the length of the side of your frame. Most commonly brands create their eyewear designs in usually 135mm, 140mm or 145mm. The side should be long enough to sit comfortably over your ears.

 

Can I buy glasses without prescription lenses?

We understand that glasses can be the perfect fashion accessory so all you need to do is select 'Add Prescription Lenses', then 'Fashion Accessory'.

Note that if you choose 'Frame Only', you will receive a dummy demo lens which often includes the brand logo which can obscure your vision.

Do you sell varifocal lenses?


Yes, you can select 'Varifocal/Progressive' when you click 'Buy Frame or Add Prescription' on the product page.
Please be aware, we may get in touch with you before creating your custom lenses so we can discuss your varifocal requirements further.

Our varifocal lenses are only available to UK-based customers. You can find more information about Varifocal Lenses here.

 

Do you supply prescription glasses for children?

Supply of prescription glasses to those under 16 is not possible due to regulation set by The General Optical Council [39.11 Statutory Regulation]. This regulation states that the dispensing of prescription glasses by an unqualified person is not permitted by law to dispense to children under 16 and patients who are registered as severely visually impaired or visually impaired (blind or partially sighted).

However, you may purchase the 'frame only option' and have prescription lenses fitted in person by a registered optician in their practice. Sales of spectacles to those under sixteen or with serious visual impairment can only be made by, or under, the supervision of a registered practitioner.

Can I return prescription glasses ordered with free lenses?


If you choose a free lens option then your return refund will be reduced by a minimum £20 plus further deduction of any lens upgrades. Prescription eyewear is a custom item and will require further work and lens refitting before we can restock.

What is the maximum prescription that you dispense?


We will cater for single vision prescriptions in the range to +/- 8.00, however only where we can obtain accurate centration values for both monocular PD and heights. This range is reduced in the case of Varifocal Lenses where the maximum prescription is +/-6.00.

Will I receive original lenses if I add prescription?

You should not expect to receive the original clear dummy lens from optical glasses or the tinted original lens from sunglasses. This is because we often use a removal method which involves breaking the original lenses. This is done to avoid having to apply extra heat to stretch the frame as this can involve risk of damage. This is especially the case with glass lenses. If having the original lenses is very important to you we can ask our Technician t to check if he can save the lenses however it may be that you hav to accept risk of damage. We can also offer to supply lenses at a later date for wholesale price should you wish.

I have ordered prescription sunglasses. Will I get original sunglass lenses?


If you are ordering sunglasses with prescription lenses you will not receive the original sunglass lenses. It may be able to purchase these separately and if you wish to do so please let us know and we can provide you with price for these.

Is there a charge to try glasses at home?


If your order(s) is for 3 or fewer items there is no restocking fee.
If you order 4 or more then any returned items are subject to 10% restocking and handling charge. We recommend that you limit your order to 3 items. Please note that it is not possible to make multiple orders to avoid this fee as multiple orders from same address will be combined and subject to this same charge.

I want to try on some glasses at home - how many can I order?

We ask that you order 1-3 frames to try at home. Please note that they must be paid for in full.

We will provide a full refund for any/all items returned. Please ensure that products are returned unworn and with all accessories supplied. We can only offer refunds for items that still have the tags attached.

Please note that orders for 4 or more items where all items are returned will be subject to a 10% restocking fee. If you order 8 items then you must keep and pay for 2 items ie 25% of original order total. We recommend that you consider ordering 3 or fewer. Please note that multiple orders where sum is greater than 4 will be subject to same condition i.e. if 2 orders are placed in same week with a total number of items greater than 4 then there will be a restocking fee applied if all items returned.

This measure in place to minimise the number of items being removed from our stock for home trial and therefore making unavailable for other customers to purchase.

Will my Zeiss Lenses have engravings?

 

You expect to find a logo on your spectacle frames. After all, you've decided on a particular design from a specific brand. This is no different when purchasing lenses, making the ZEISS logo an absolute must on every one of our precision lenses. And for you, it is your guarantee that you have ZEISS lenses in front of your eyes.

The ZEISS brand mark immediately tells you that your glasses feature ZEISS lenses, providing your eyes with a one-of-a-kind visual experience. Our goal is to ensure you have optimum vision – every moment of every day – so that you can enjoy everything life has to offer. We uphold this promise through our unique know-how in different fields of optics, our research work and our passion for clear vision. Our trademark, our promise of quality, on your ZEISS precision lens combines all these different factors.

But don't worry: the ZEISS brand mark is just intended for you and the person you're looking at, it is inconspicuous, but still visible in certain light and, most importantly, it won't impair your vision. The laser used for engraving the brand mark on your lens is operated at a wavelength that only allows a very slight penetrative depth. You can't even feel it on the surface of the lens.

 

How do I know if I have received authentic ZEISS lenses?

You should find the ZEISS brand mark on the lens in the form of the ZEISS logo or as a stylised ZEISS Z. However, in some cases, the Z engraving may not be present in the final lens fitted into your frame. This can occur if you have ordered single vision lense with astigmatism in your prescription. This will cause the logo to rotate and may be in a different position in each lens or absent altogether. In the case of Zeiss progressive or surfaced lenses then you would usually expect to see symettrically placed Z logos on right and left lenses and within the lenses. However, if you wish to have further proof of authenticity that your lenses are a Zeiss product then you can ask your Optician for confirmation by email or if possible be provided with the lens packaging.

 

DUTIES AND TAXES

Will I have to pay Import Duties?

Please check your local Tax Laws to check Import Duties. We will not refund import duties or taxes.

We cover Duties and Taxes to USA and The European Union Countries with the exception of Iceland, Portugal, Switzerland and Croatia. We no longer ship to Greece. Residents in all other countries should check local Tax Laws.
Shipping to Canada, please note that you are likely to be charged 10-20% of item cost as an import duty. We cannot refund this cost to you.

RE-LENS

What is RE-LENS?


Re-Lens is our re- glazing service. We can take your current frames and add any lenses from our portfolio.

Re-lens is a great option if:

  • Your prescription has changed and you need new lenses for your existing glasses.
  • You damage, scratch or chip your current lenses and wish to replace them.
  • You would like to upgrade or change your current lenses with a different type lens or added coating.
  • You have purchased a new frame and require us to fit your lenses.

Not only are you saving money by choosing to re-lens, but there is also a positive environmental benefit to keeping your existing glasses.

Why consign your older glasses to a drawer when you can let us fit new lenses!
Let us prolong the life span of one of your favourite frames.

How much does it cost to have new lenses fitted to my old frame?


New lenses start from only £30 (plus postage).
You can see all available lens options and prices as you move through the order process. Please visit RE LENS for further information.

If you need any help with pricing please get in touch.

 

Do you RE-LENS all frame types?


Yes, we can fit new lenses to all types of glasses including rimless frames [this includes brands such as Lindberg and Silhouette].

We also fit lenses to brands such as ic! berlin, which not every optician can...
This is a highly-skilled process therefore there is a small additional charge for special frames to cover extra lab work.


My frame is quite old, is that a problem?


Please note that older frames may not be suitable for relens. If your frame breaks during the process we cannot be held responsible.

What happens if my frame breaks during the re-lensing process?

 

All orders are accepted on the basis that the process is at your risk.
We will refuse & refund orders if we foresee breakages as a potential outcome.

However, if we accept your glasses to fit new lenses and they break during the process then we cannot accept responsibility. Our acceptance of your order does not insure against breakage or damage. If your eyewear is of high or sentimental value we ask that you keep this in mind.


If a breakage does occur then we will try to arrange a replacement at cost price. However this may not always be possible.

 

Can you measure prescription from my old glasses?

 

Yes, we have accurate lens meters which can measure your prescription.
We can also measure where your varifocal [progressive] lenses are fitted within your frame should you wish for us to replicate in your new lenses.

 

How can I tell if my frame is suitable for RE-LENS?

 

We recommend that you take a close look at your glasses and consider if they are worthy of new lenses? In particular, please check plastic frames for presence of small cracks or white marks which may indicate that the material is likely to break when undergoing the relens process.


If you are unsure and require a second opinion, please feel free to send us some images of your frames [you must ensure your images are clear, sharp and well lit. Your images must capture any wear and tear on the frame].

 

Can you fit new nose pads to my glasses?

 

Yes we will replace nose pads with silicon pads. Please note, we will not be able to replace designer branded nose pads. If you send a frame with designer logo nose pads please let us know if you will be satisfied with non branded pads. If so, then we will replace your nose pads free of charge.

 

How can I order varifocal lenses?

 

Yes, you can order varifocal lenses in the same way as our single vision lenses.


However, we may require some extra information from you in order to accurately re-lens your varifocal glasses. Once you have placed your order, our advisor may call and ask for some photographs of you wearing your glasses. These photos will allow our team to accurately measure your eye position within the frame.


If you already have varifocal lenses in the frames you are sending for re-lensing then we can measure the optical centres when we receive your glasses at our lab.

 

How long does the process take?


This service can take between 4 to 10 working-days in total. Our advisor can give you a more appropriate estimate when they call to discuss your order.

Our standard free post label is sent with Tracked 48 hour post. Once your glasses are at our lab, it can take 2 working-days to process your new standard lenses. Varifocal lenses and lenses with special coatings can take up to 5 to 7 working-days to arrive with us at our lab.

If you do require an express service then do ask and we will do our best to get your glasses to us and back to you as soon as possible.

 

I have rimless glasses, do I need a special lens material?

 

Yes, rimless glasses require a slightly tougher material. We strongly recommend that you choose either a 1.6 or 1.67 index lens material. As the lens edge is exposed in your rimless frame, it is best to fit rimless glasses with a tougher lens material.

A standard 1.5 index lens is more brittle and susceptible to edge chipping. Also, as our lab will need to drill holes into the lens to fit your lenses, the 1.5 lens can be a little too soft allowing the holes to widen leading to the lenses loosening within frame.

 

Do you reglaze Lindberg frames?

 

Yes, we can re-lens all Lindberg glasses.

We send all Lindberg frames to a specialist lab who have extensive experience fitting lenses to Lindberg frames. This requires special equipment, and most of all a highly skilled technician.


If your optician is not used to fitting new lenses to Lindberg glasses then the quality and security of the lens fitting may be less than perfect. Therefore this specialist service with extra care and attention does necessitate a small added fee. Please contact us for a quote.

 

How can I send you my prescription?

 

You have multiple options to provide us with your prescription. You can upload a photo, enter your prescription manually into our online form or email us a photo of your prescription values. Alternatively, you can ask us to replicate the prescription currently in your glasses by sending your glasses to us.

 

How can I give you my pupil distance (PD) measurement?

 

You can provide your pupil distance in the prescription form on our website. There is an space for you to enter this alongside your prescription.

 


If you do not know your pupil distance, you can contact your optician and ask. Your PD value is something that all UK opticians note on your prescription. In most cases, your optician will give you this free of charge as it should already be on file [if you have previously ordered glasses from that specific store].

However, if you are unable to contact your optician or they do not have this information available, there are now smartphone apps which you can use. The app will take an incredibly accurate measurement of your PD in just a couple of minutes. For iPhone users we recommend ‘EyeMeasure’ and for Android users we recommend ‘GlassesOn’. Both these apps are free and only takes a couple of minutes to download and use.

If you are struggling to download or use either of the apps, or if you have any further questions about your pupil distance, please contact our team. We are more than happy to talk you through the measurement process and assist where we can.


Once you have your measurement, please share the figure with us via the online prescription form or by email.

AUTHENTICITY

Who are Pretavoir?


Established in 2009, Pretavoir is a family business based in Glasgow City. The company is owned and run by Sean McCauley a trained and experienced Optometrist with more than 30 years experience in the Optical business. All our glasses are fitted with lenses in our in house lab which is run by brother in the business Cathal McCauley who is a family member and has more than 20 years experience as an Optical Lab Technician. All our orders are processed and dispatched from our office in Glasgow.


As an authorised retailer, we work closely with the worlds largest eyewear suppliers to offer you the latest in designer luxury glasses and sunglasses.

Is Pretavoir an authorised retailer?


Yes, Pretavoir is supplied by all the major brands carried.

We only sell 100% authentic eyewear products.

We have accounts with Luxottica, Safilo, Marchon, Marcolin, Kering, Marcolin and Thélios. We do not purchase products from third parties and have complete security in the authenticity of our supply chain.

Please read some of our excellent reviews regarding both product quality and service on the reliable review site Trust Pilot.

Will my eyewear come with an authentication card?


Yes. In most cases, each official distributor will provide branded material such as case, lens sticker or authentication card which we will pack with your order however, please bare in mind that each brand presents themself differently and not all our brands provide a card [some provide booklets, leaflets or tags].

How can I tell my eyewear is authentic?

We are supplied direct by the manufacturer and the sunglasses or glasses you receive will be purchased from the same source as those supplied to boutiques on Rodeo Drive - LA, Sloane St - London and to other Opticians worldwide.

Many premium items will have serial numbers printed on the frame and outer box. Brands such as Chanel have a serial number engraved right into the lens. Alongside these manufacturing & supply signifiers, our products are also supplied with official branded items such as drawstring bags, cases, cards and outer boxes. These anti-fraud measures allow you to verify the authenticity of your purchase.

WARRANTY

Does my eyewear come with a warranty?

All sunglasses and glasses frames are covered by an international 24-month warranty.

This covers faults caused by a manufacturing defect and does not cover normal wear and tear of accidental damage. Sunglasses and glasses lenses are covered against manufacturing defects however not against scratches.

 

Free Gifts and Warranty


Free Gifts such as Free Sunglasses, glasses, pouches and other item for which no payment is made do not have a warranty. The also have no value as store credit or other financial value.

Lens Warranty Upgrades

We have optional upgrade options available for single vision lenses:

- TruOptics provide Satin+
- Essilor provide Crizal HR
- ZEISS provide Duravision Platinum Plus.

These enhanced coatings provides a smoother and easier to clean surface and superior scratch resistance, guaranteed for a period of 24 months. This option is only available with single vision lenses not varifocal or progressive lenses.

Warranty Replacements

 

Warranty Replacements are only considered within 24 month warranty period.

If a warrany is granted then it must be for same replacement item.

If an exception is made or the same product is no longer available then an alternative may be selected. However, there will not be a refund for any difference between the cost of the original item and replacement. If the replacement is of a higher cost then the difference will be required.

Return shipping of warranty items will be with standard mail and may be upgraded at cost to customer.

 

PAYMENTS & ORDERS

How can I pay?


You can pay by credit or debit card: we accept American Express, VISA, Maestro & Mastercard. Or you can by PayPal or Amazon Pay.

All payments are done on a secure page and we do not store your card details nor share your information with any third parties.

Can I cancel or amend an order?


Please note that once your order has been placed and paid we are unable to amend or cancel. We ask all customers to double check all details especially delivery address before order payment.


If once received you no longer wish to keep the item then you can return for a refund. Please note that prescription lenses are non refundable at any time.

Can I track my order?

Yes, when we dispatch your order you will receive a tracking number. Please allow a few hours after email to check progress online.

How long will my order take to arrive?

If your order is received before 3 pm BST Monday to Friday we aim to dispatch on the same day.

Please allow an extra 2-7 working days for prescription lens orders [in some circumstances this may take longer, but a member of our team will be in touch to advise once your order has been processed].

If your item showed "Pre-order" or "Dispatches in 6-10 days" at the time of your purchase then you should add 6-10 working days before the expected dispatch date.

Can you deliver to my work address?


Yes, we're happy to do this. Items are considered delivered to you once signed for at your business premises. There are no exceptions to this, otherwise, you should have a delivery sent to your home address.

Do you offer Duty-Free shopping?


All orders are shipped from our offices in Scotland. If you are based in the United Kingdom or Europe you should not be faced with any customs charges. A
ll of our prices are inclusive of duty for customers within UK & EU, and Duty Free for all other countries.

The price at checkout for UK & EU customers is the fully landed cost, however if you are based in Albania, Azerbaijan, Belarus, Gibraltar, Greece, Greenland, Iceland, Portugal, Slovenia, Faroe Islands or Montenegro you may still face additional fees. We recommend that you check your local import tax and duties so that you are aware if there will be anything further to pay upon delivery.

If you are in the United States we also cover your duties and taxes and you will have nothing further to pay.

If you are out with the UK, EU & US then you are responsible for any import duty/tax/custom charges that may be applied to an import. This is may be in addition to shipping charges. Please check local charges before placing an order. We are unable to refund extra charges that you may incur.

Do you price match?


We accept price match requests / challenges. We will take a look on a case by case basis. This is not a guaranteed price match.

Can I have my packaged delivered to a 'safe place'?


We do not recommend that you arrange a 'safe place' with your postal service or courier company. It is much safer to arrange a delivery for a day that you're definitely at your chosen shipping address [please remember our packages will not fit through your letter box and a signature is required for delivery].

If however you do request a 'safe place' delivery then this is at your own risk. Please ensure you have chosen a safe and secure location. In the instance of any loss, theft, or damage, you will not be covered by insurance or other recourse by Pretavoir. Any loss will be your responsibility and you may make a personal claim to your insurance service or selected delivery company.

Will you honour pricing errors?

There may be rare occasions where a product is incorrectly priced as the result of either a system or human error. There can also be checkout issues such as currency errors or incorrect voucher code behaviour. If you do checkout and pay for an item that has been underpriced for any reason, then we reserve the right to offer you the opportunity to pay the balance due or cancel the order and be refunded.

KLARNA

What is Klarna?


Klarna is a payments service that helps you buy the things you want or need. Right now, over 150 million people worldwide use Klarna at over 450,000 online stores.


Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

How does Klarna work?

Here’s how it works:

Step 1

Add products to your cart and select “Klarna” when you check out

Step 2

Enter a few personal details and you’ll know instantly if you’re approved

Step 3

Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.

Part 2: Payments information

Pay in 30 days

Make your purchase today so you can try before you buy.
Only pay for what you keep. Pay up to 30 days later. No interest. No fees, when you pay on time.

Paying after delivery allows you to try before you buy and is the easiest way to shop online.

  • Complete the payment in full after purchase at no added cost.
  • Report returns directly in our app and only pay for the items that you keep.
  • Not making your payment on time could affect your ability to use Klarna in the future.
  • Debt collection agencies are used as a last resort

Pay in 30 days is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

Pay in 3

Spread the cost of your purchase into 3 interest-free instalments.
The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. Select the Klarna option and enter your debit or credit card information.

  • A new way to pay that's an alternative to a credit card.
  • 3 instalments gives you flexibility to shop without interest.
  • Not making your payment on time could affect your ability to use Klarna in the future.
  • Debt collection agencies are used as a last resort.

Klarna's Pay in 3 is an unregulated credit agreement. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.

Part 3: About Klarna

Pay online or in the app

Review your latest purchases and make payments in the Klarna app or online.



How does Pay later in 30 days work?


Pay in 30 days is a credit product which lets you pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.

 

Am I eligible for Pay in 30 days?


You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 30 days. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 30 days orders at the same time?


Yes, you can. If you see Klarna Pay in 30 days when you go to an online checkout then it is available to you. Every time you use Pay in 30 days, Klarna will check to see whether you can use the service again for each additional purchase.

How does Pay in 3 work?


Klarna’s Pay in 3 is a credit product that lets you spread the cost of your purchases over 3 equal interest-free payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.

Am I eligible for Pay in 3?


You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay in 3. When you choose Klarna they will also check the information you provide and your financial situation.

Can I have multiple Pay in 3 orders at the same time?


Yes, you can. If you see Klarna Pay in 3 when you go to an online checkout then it is available to you. Every time you use Pay in 3, Klarna will check to see whether you can use Pay in 3 again for each additional purchase.

What does Klarna consider when reviewing my application?


Klarna offers Pay in 30 days & Pay in 3 based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay in 30 days or Pay in 3 by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay in 30 days or Pay in 3 before does not mean it will be offered for every order. In turn, if your application for Pay in 30 days or Pay in 3 is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?


If you want to purchase something using Klarna’s Pay in 3 or Pay in 30 days, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.

Will a credit search take place?


When you use Pay in 3 or Pay in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?


For Pay in 3, Klarna will take your Pay in 3 payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.

For Pay in 30 Days, you can pay any time within 30 days of your purchase interest-free. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details.You can see both past and future payments using the Klarna app.

I have been asked to go to the Klarna site. Is this correct?


FIf you choose to pay for your order using Pay in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.

Can I pay before the due date?


Yes. Just go to the Klarna app or log onto Klarna.com/uk.

Is my payment information safe?


Payment information is processed securely by Klarna. No card details are transferred to or held by PRET A VOIR. All transactions take place through connections secured with the latest industry standard security protocols.

How do I know Klarna has received my payment?


Klarna will notify you by email, SMS or push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

What happens if I don’t make a payment on time?


Pay in 3 is a credit product and you are required to make your scheduled payments to Klarna. Your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to Klarna's T&Cs.

Pay in 30 days is a credit product and you are required to make your payment to Klarna. If you don't pay for your order on time, Klarna may charge late payment fees. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.

What happens if I don’t pay for my order?


If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.

As Pay in 30 days is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future.

I've received a statement, but I've not yet received my goods.


If you have not received your goods please Contact Us to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

What happens if I cancel or return my order?


As soon as we, PRET A VOIR, confirm with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.

I have canceled my order. How long will it take until I receive my refund?


As soon as PRET A VOIR has registered your cancelation or your return, the refund will normally be processed within 5 business days.

I have asked for a refund. How will I be refunded?


Refunds will be issued back to the debit or credit card which was originally used at checkout.

What happens to my statement, when I have returned the goods?


Once we have recieved your return at PRET A VOIR and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

What happens to my statement when I have returned part of my order?


Once we have received the partial return at PRET A VOIR and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.

I haven’t received an email with my statement/payment information.


You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch


Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

DISCOUNTS & SALES

Do you have any active discount codes?

We do not have any standard discount codes as all our prices are at maximum discount level. We recommend that you sign up for our Newsletter as occasionally we do issue promotional codes and VIP Sale Discounts.

Free gift availability & errors

If you have not received your free promotional gift please get in touch with our customer care team.
We will offer you an alternative if your purchase has qualified for the free gift.

If you have received an incorrect free gift it may not be possible to replace with the model you did order. In this case you will be required to choose an alternative from what is available at time of you notifying us.

However, please note that the free gift is a while stocks last offer and has no monetary value therefore no refund or discount is possible. We may not always be able to offer you the item which you chose at time of checkout.

How does Black Friday 2023 Price Promise work?

If you placed an order between November 11th and November 24th and notice that the product is shown at a lower price on Friday 25th - Monday 28th inclusive, please email us and request a refund of any difference. Example 1: Purchase on November 11th and notice price is lower on November 18th does not qualify. Example 2: Purchase on November 24th November and notice price is lower on any day of 25th, 26th, 27th or 28th does qualify.

RETURNS

Can I return prescription glasses?


Yes, we do accept prescription eyewear returns. However, as all items they must be unworn and with all packaging intact. If your glasses came with a tag attached, please ensure this is left on the frame.

Please note that we only refund the cost of the frame. We do not refund the cost of prescription lenses once the lenses have been ordered as they are a custom-made item.

 

If you choose a free lens option then your return refund will be reduced by a minimum £20 plus further deduction of any lens upgrades. Prescription eyewear is a custom item and will require further work and lens refitting before we can restock.

Can I return prescription glasses ordered with free lenses?


If you choose a free lens option then your return refund will be reduced by a minimum £20 plus further deduction of any lens upgrades. Prescription eyewear is a custom item and will require further work and lens refitting before we can restock.

Can I get a refund on the cost of prescription lenses?


No, you cannot get a refund on the cost of your lenses as prescription glasses or sunglasses are a customised item. If you wish to return these then we will refund the full cost of the frame however we will not refund the cost of the prescription lenses.

If you are not sure of what prescription eyewear you want to buy or if a different frame will fit your current lenses then we suggest that you purchase frame only first to try. Then return the frame to have lenses custom made for that model once you are certain of your purchase.

I want to try on some glasses at home - how many can I order?


We ask that you order 1-3 frames to try at home. Please note that they must be paid for in full.

We will provide a full refund for any/all items returned. Please ensure that products are returned unworn and with all accessories supplied. We can only offer refunds for items that still have the tags attached.

Please note that orders for 4 or more items where all items are returned will be subject to a 10% restocking fee. If you order 8 items then you must keep and pay for 2 items ie 25% of original order total. We recommend that you consider ordering 3 or fewer. Please note that multiple orders where sum is greater than 4 will be subject to same condition i.e. if 2 orders are placed in same week with a total number of items greater than 4 then there will be a restocking fee applied if all items returned.

This measure in place to minimise the number of items being removed from our stock for home trial and therefore making unavailable for other customers to purchase.

Is there a charge to try glasses at home?

 

We ask that you order 1-3 frames to try at home. Please note that they must be paid for in full.

 

How do I return an item?


If you would like to arrange a return, please contact us by phone or email with your full name, order number and reason for return. We will provide you with the relevant return information required.

Please ensure that products are returned unworn and with all accessories supplied. We can only offer refunds for items that still have the tags attached. For further information please visit our returns page.

I received the incorrect item, what should I do?


All our stock is quality checked at the time of packing, our team will double check your eyewear against your invoice to ensure you're receiving the correct item. In the unlikely event that you receive an incorrect item, please send an email to hello@pretavoir.co.uk with your order number/name in the subject of the email and we will have someone contact you regarding this.

My item arrived but it is damaged, what do I do?

We always pack your eyewear in a durable cardboard box, wrap your glasses or sunglasses box in tissue paper before packing it into a sealed envelope. If your package arrives damaged, please take images of the box and frame immediately then email or team with your full name, email and order number.

If your order is not as described we can help you resolve it as quickly as possible.
Our email address is hello@pretavoir.co.uk, our UK telephone number is 0141 552 5065 and our International number is 00 44 141 552 5065. You must make contact within 48 hours of receiving item.

Do you offer Free Returns

We are unable to cover the cost of returns whilst also keeping our prices as low as possible. If in the UK we have a subsidised Tracked Service available. Email and let us know you wish to return. We will send you a link to return your item for a cost of £3.50 which we deduct from your return. If you are in the US we can arrange your return for 30 usd. From all other countries we ask that you arrange your own return.

How long does a refund take?


When we receive your return, we will inspect to check item if is unworn and with security tag still intact. If so then please expect your refund within 5-7 days of receipt at our office

You should ensure that your return is posted with a tracked service so that you can check on delivery progress yourself.

If you paid with Paypal or Amazon, then the refund will go back to your account right away. If you paid using a Credit or Debit Card then you should expect to see the refund in your online account within 48 - 72 hours. Please wait 5 days after arrival here before calling or emailing to check on progress as it will often take 5-7 days to complete.

Let us know if your question has not been answered in any of the above sections. Our team are always on stand-by to help!

You can contact us by emailing hello@pretavoir.co.uk, calling on 0800 197 4400 (UK Freephone) or +44 0141 552 5065 (from outside of the UK). Our talk to us using our Live Chat, our team are available 24/7 - just click here or the small black circle to the left of your screen. Please start your correspondance with your full name, contact details and order number.

Get Exclusive Offers, News and Entry to our monthly prize draw