Prescription Orders & Returns

Last updated: 5 November 2026

These terms explain prescription orders at Ardor Eyewear. Please also read our refund policy and shipping policy.

Your prescription and measurements

Please provide a clear, current spectacle prescription issued by a registered optometrist or medical practitioner following an eye examination within the previous two years. Follow any shorter review period advised by your prescriber. If your vision has changed or you are unsure which prescription to use, speak to your prescriber before ordering.

Use your own accurate pupillary distance (PD) and any other measurements required for the chosen lenses. Do not use an average or guessed measurement. Contact us if any information is missing or unclear.

Where offered, choosing “Email Later” lets you send the prescription separately to info@ardoreyewear.co.uk with your order number. Complete prescription and fitting details are still needed to make your lenses.

Choosing your frame and lenses

Lens suitability depends on the frame, its size and your prescription. A choice displayed in the configurator does not establish that every prescription can be fitted to that frame. Contact us before ordering if you need advice about complex prescriptions, prisms, varifocals or additional fitting measurements.

For prescription eyewear for someone under 16, or someone registered as sight impaired or severely sight impaired, arrange the appropriate supervised service with a registered optical practice before ordering online.

Prices and lens brands

Prescription lens options start at £19.99 in addition to the frame price. The final price depends on your lens selections and is shown before payment. Check the selected lens package for its brand; the frame brand alone does not identify the prescription lens manufacturer.

If your requested combination needs a different lens package, contact us to agree the available option and its price before proceeding.

Preparation and delivery

Prescription lenses require time to be made and fitted. Please allow additional time beyond the standard frame delivery estimate, as explained in our shipping policy. The estimate for your order depends on frame and lens availability and receipt of the required prescription details. Contact us before buying if you need the order for a particular date.

Changes and cancellation

Contact us promptly with your order number if you need to amend or cancel an order. We will check its progress and explain the available options. Changes may no longer be possible once custom lens production is underway.

Frame returns and custom lenses

You may request a frame return within 14 days after receiving your order and then have a further 14 days to return it. A change-of-mind refund covers the frame price paid only. Custom-made lenses, including prescription lenses, and coatings added to your specification are excluded from change-of-mind refunds.

Please contact us for return instructions and return the frame carefully packaged with its case, cloth and supplied accessories. Do not attempt to remove lenses yourself without advice. You pay the return postage for a change-of-mind return.

If your frame or lenses are faulty, incorrect or not as described, your statutory rights remain protected. The custom-lens exclusion does not remove rights to an appropriate refund, repair or replacement. See the refund policy for the process and refund timing.

Help with your order

If you have difficulty seeing comfortably through your new lenses, contact us so the order details and appropriate next steps can be reviewed. Email info@ardoreyewear.co.uk or use our contact page, quoting your order number where available.