Where do I send my glasses for replacement lenses?
After you've placed your reglaze order, please post your glasses along with your name/order number to:
New Lenses PO Box 393 Broxbourne EN11 1GU
We recommend that you obtain proof of postage from the Post Office or use recorded delivery as we are unable to take responsibility for packages lost in the post.
How long will my glasses take to arrive?
We pride ourselves on having very fast delivery, with the majority of orders being delivered in less than a week. However, delivery is also subject to the complexity of the prescription and coatings, so more complex orders can take around 2 weeks.
How do I read my prescription?
Please see our How to Read Your Prescription page for more information.
I'm unsure about how to enter my prescription online. Can I send it to you instead?
Of course! In fact, we recommend sending us a copy of your prescription if possible.
You can email it to us at support@newlenses.co.uk, or post it to:
New Lenses PO Box 393 Broxbourne EN11 1GU
All lenses are checked by our lab before they are dispatched to ensure they match the prescription provided. However, although we can make basic checks on your prescription, it is your responsibility to enter your details correctly when ordering. If you have any doubts about your prescription please contact us before ordering.
How much does delivery cost and how will my glasses be delivered?
We charge £3.95 for standard Royal Mail First Class Recorded Delivery. Delivery is Free for orders over £69.
I've placed an order with you but I haven't received a confirmation email
Occasionally, emails will end up in your spam or junk email folder by mistake. Please check there, and add us to your safe senders list (you can find out how to do this here: how to add to safe senders list).
If you're still having trouble, please contact us.
I've received my glasses but would like to return them - how do I do this?
We want to ensure you are totally happy with your glasses but we do understand that occasionally issues may arise. We will do everything we can to make sure any issues are resolved as fast as possible. If for any reason, following receipt of your glasses, you are not satisfied with your purchase, please contact us and we will arrange a Freepost returns label and returns form. Fill in your details and post your product back to us with the form in the original packaging for a full refund or exchange. We recommend that you obtain proof of postage from the Post Office as we are unable to take responsibility for packages lost in the post.
I have sent my existing glasses to you for replacement lenses - what happens next?
After you've placed your reglaze order, please post your glasses along with your name/order number to:
New Lenses PO Box 393 Broxbourne EN11 1GU
We recommend that you obtain proof of postage from the Post Office or use recorded delivery as we are unable to take responsibility for packages lost in the post. Your glasses will be returned to you in a few days with brand new lenses!
How do I check on the progress of my order/glasses?
If you've registered with us and created an account, you can check the status of your order by clicking the My Account link at the top of the page. Once logged in, you can click on My Orders on the left of the page.