FAQ

GLASSES, PRESCRIPTIONS & LENSES

How do I order online with my prescription?

When you have chosen your frame, click the 'Buy with Prescription' button. You can then enter your prescription details manually.

Alternatively, you can select 'I Will Upload My Prescription' which allows you to select or take a photo on a mobile phone or tablet, or select an image from your computer. If you are still unsure you can select 'Please contact me regarding my prescription' and we will get in touch and talk you through it.

You can find further information about ordering prescription glasses here.

How do I get a prescription?

Once you've had an eye examination at your 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 do I measure my PD?

You can ask the store where you last purchased glasses for your PD [pupil distance] measurement as they will have measured and noted on your records. Unfortunately, as your request for this information is an indication that you are purchasing glasses online they may be reluctant to provide the PD. If this is the case please call or email our office at hello@pretavoir.co.uk and we will help you measure your PD manually.

We ask that the PD is provided for prescriptions greater than +/- 3.00 whilst lower prescriptions can be dispensed with an average value.

What size of glasses should I choose?

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

The lens diameter is the width of the lens in millimeters measured from the bridge. 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 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. This is usually 135mm, 140mm or 145mm. The side should be long enough to sit comfortably over your ears.

How do I know what lenses to choose?

We offer 4 lens options from standard to super-thin options. The stronger your prescription the higher index package you should choose.

All of our lenses come with an anti-reflection and anti-scratch coating as standard however we recommend that you can also upgrade your lenses to the Kodak Clean and Clear option which is clearer, tougher and easier to keep clean. Is also comes with a 24 month no quibble damage replacement promise - if you damage your lenses for any reason we will replace them. If you are unsure which lens to order please call our office and we will give you honest advice.

You can learn more about each of our brands, coatings and packages here.

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 'Buy with Prescription', then 'I'll call or email my prescription'. Please alert our team of your purchase and let us know by phone or email that you will not require prescription lenses. You should choose the standard lenses since you have no prescription.

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, however, we ask that you please get in touch with us before ordering so we can discuss your requirements.
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.

AUTHENTICITY

Who are Pretavoir?

Established in 2009, we are dedicated to providing you with the highest quality designer fashion and prescription eyewear.
As an authorised retailer, we work closely with the worlds largest eyewear suppliers to offer you the latest in designer luxury glasses and sunglasses.

You can find out more about each of our team members here.

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.

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.

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.

How do I cancel or amend an order?

In some cases, we might be able to cancel or change an order before we dispatch it. In this case, you should call us as soon as possible on either 0800 9545689 (UK) or +44 141 5525065 (International).

In the event the order has already been dispatched, you will need to return the order to our offices.

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 4-6 days for prescription lens orders. If your item showed "Pre-order. Dispatches in 6-10 days" then you should add 6-10 days before the expected dispatch date.

COVID-19 Update: Please be aware your order may take a little while longer right now due to the global pandemic. We are working as quickly and as carefully as we can to fulfil your order however some courier companies are experiencing short delays. To find out more please Read Our Notice Concerning COVID-19.

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.

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?

We fully cover shipping charges and we do not charge UK VAT on orders being shipped outside the EU. However, we're unable to control import taxes and fees for international customers, please check with your local customs authority. We cannot predict or be responsible for this charge and you should research this before placing order.

All orders are shipped from our offices in Scotland, Unite Kingdom. If you are located outside of the UK then you may liable for Import Duty.

Do you price match?

All our prices are already discounted so we do not normally price match.

DISCOUNTS & SALES

Do you have any active discount codes?

We provide exclusive discounts and offers direct to our mailing list, please sign up to our newsletter [you also receive 5% off your first order with us!] and we will alert you of any sales or discounts.

We also offer student discount with the code: 'PRETLOVESSTUDENTS'
You can enter this at check out when the value of your order is £100 or more.

Do you partake in Black Friday?

As Pretavoir is already a discounted retailer and our prices are already very competitive, we will not have large blanket reductions off our entire ranges on Black Friday. However, there will be some specific reductions that will be advertised on the days they become live. We work closely with our suppliers in order to offer you the best deals however we cannot provide advanced notice of the Black Friday offers.

The best thing to do is sign up to our newsletter [you also receive 5% off your first order with us!] and we will alert you of our offers.

RETURNS

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 refund for any 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 will be subject to a restocking fee.

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.

How do I return an item?

If you would like to arrange a return, please contact us by phone or email.
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.

How long does a refund take?

When we receive your return, we will inspect, and if item is unworn and with security tag still intact we will process refund within 48 hours of arrival. 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 954 5689 (UK Freephone) or +44 0141 552 5065 (from outside of the UK).