Ordering & Prescriptions
What is Pupillary Distance (PD) and how do I find it?
What is Pupillary Distance (PD) and how do I find it?
PD is the distance in millimeters between your pupils. It's crucial for aligning your lenses correctly. You can ask your eye doctor to include it on your prescription. If not, you can [link to your online PD measurement tool] or follow our simple guide [link to PD guide] to measure it at home.
What do I need to order prescription glasses?
What do I need to order prescription glasses?
You need two things:
(1) A valid (not expired) eyeglass prescription from your eye doctor, and
(2) your Pupillary Distance (PD).
Can I use my contact lens prescription for glasses?
Can I use my contact lens prescription for glasses?
No. Contact lens and eyeglass prescriptions are different. The power is often different, and they don't include measurements needed for glasses. We cannot fill an eyeglass order using a contact lens prescription.
What if my prescription is expired?
What if my prescription is expired?
For your safety and to ensure clear vision, we cannot fill an expired prescription. Please visit your eye care professional for an updated exam. Most prescriptions are valid for 1-2 years.
Do you offer prescription sunglasses?
Do you offer prescription sunglasses?
Yes! You can get almost any of our frames as prescription sunglasses. Simply choose the "Sunglasses" option when adding lenses and select your desired tint, polarization, or mirror finish.
What if I enter my prescription incorrectly?
What if I enter my prescription incorrectly?
We've got you covered. This is covered by our one-time free lens remake policy within 30 days of delivery. Contact our Customer Care team, and we'll help you get a corrected pair.
Can I change or cancel my order after I place it?
Can I change or cancel my order after I place it?
Please contact us at support@eyeleux.com immediately. If your order has not yet entered our lab processing stage, we can change or cancel it. Once it is in the lab, it is being custom-made, and we can no longer cancel or change it. We generally allow a 24-hour window for changes.
Do you have a physical store?
Do you have a physical store?
No. eye leux is an online-only retailer. By eliminating the costs of physical storefronts, we can pass those significant savings directly on to you.
Shipping & Delivery
How long will it take to get my glasses?
How long will it take to get my glasses?
Total delivery time is Processing Time + Shipping Time.
- Processing: This takes 1-7 business days, depending on your lens complexity (e.g., progressives and tints take longer).
- Shipping: After processing, shipping to the USA can take 3-23 business days, depending on the method you choose (Standard, Advanced, or DHL Express). International shipping can take 5-35 business days.
Please see our full Shipping Policy for a detailed breakdown.
Why does processing take so long?
Why does processing take so long?
Because we are not just pulling glasses off a shelf. Our optical technicians are custom-crafting your prescription lenses, applying coatings, and running them through a rigorous quality inspection. This ensures your custom medical device is perfect.
Why is Standard Shipping 14-23 business days for the USA?
Why is Standard Shipping 14-23 business days for the USA?
To offer the most competitive pricing on our frames and lenses, we utilize a global shipping network. Our standard option is an economical, consolidated service. For faster delivery, we highly recommend choosing Advanced Shipping or DHL Express at checkout.
Will I have to pay customs fees or import taxes?
Will I have to pay customs fees or import taxes?
If you are shipping to an address outside of the USA, almost certainly. Your order may be subject to customs duties and import taxes. These charges are set by your country's government and are the sole responsibility of the recipient.
How can I track my order?
How can I track my order?
Once your order ships (after processing is complete), you will receive a shipping confirmation email with a tracking number.
My tracking hasn't updated in a few days. Is this normal?
My tracking hasn't updated in a few days. Is this normal?
Yes, this can be normal, especially with Standard Shipping. Tracking may not update for several days as the package moves between carriers or through customs. If there is no update for more than 10 business days, please contact our Customer Care team.
Our Products & Lenses
What are your frames made of?
What are your frames made of?
We use a variety of high-quality, durable materials, including premium acetate, lightweight TR-90, flexible titanium, and stainless steel. You can find the specific materials listed on each product's description page.
What lens coatings are included for free?
What lens coatings are included for free?
All our prescription lenses come with free, essential coatings:
1) Anti-Scratch,
2) Anti-Reflective,
3) 100% UV Protection.
What is "Blue Light Filtering"?
What is "Blue Light Filtering"?
These lenses have a special filter that blocks a portion of the high-energy blue light emitted from digital screens (computers, phones, etc.). This can help reduce digital eye strain, headaches, and sleep disruption.
What are Photochromic (Transition) Lenses?
What are Photochromic (Transition) Lenses?
These are lenses that are clear indoors and automatically darken to a sunglass tint when exposed to sunlight (UV rays). They are a convenient 2-in-1 solution for glasses and sunglasses.
What are Polarized Lenses?
What are Polarized Lenses?
Polarized lenses are the gold standard for sunglasses. They have a special filter that blocks intense, horizontal glare reflecting off surfaces like water, snow, and roads. This dramatically increases visual comfort and clarity.
What does "Lens Index" mean (e.g., 1.56, 1.61, 1.67)?
What does "Lens Index" mean (e.g., 1.56, 1.61, 1.67)?
The "index" refers to how efficiently the lens material bends light. A higher index (like 1.61 or 1.67) bends light more, so it can be made much thinner and lighter. We recommend high-index lenses for anyone with a strong prescription (typically over +/- 3.00).
How do I take care of my new glasses?
How do I take care of my new glasses?
To keep them pristine:
- Always rinse with water before wiping.
- Clean with a lens-specific spray and the provided microfiber cloth.
- Never use paper towels, tissues, or your shirt, which are abrasive.
- Avoid high heat (like a car dashboard) which can damage frames and coatings.
- Store them in their case when not in use.
Returns & Warranty
What is your return policy
What is your return policy
We offer a 30-day return and exchange policy from the date you receive your order. You can return the frames for a refund of the frame cost. Prescription lenses are non-refundable. Please see our [Returns & Exchanges] policy for full details.
Do I have to pay for return shipping?
Do I have to pay for return shipping?
Yes, original shipping fees are non-refundable, and the cost of return shipping is the customer's responsibility, unless the return is due to a warranty defect or an error on our part.
What if my prescription doesn't feel right?
What if my prescription doesn't feel right?
Don't worry! This is common, especially with a new prescription or frame. We offer a one-time free lens remake within 30 days of receipt. Contact Customer Care, and we'll help you troubleshoot the issue and get you a corrected pair.
What if the frames don't fit my face?
What if the frames don't fit my face?
If the fit is not right, you can return them within our 30-day policy. For minor adjustments (like a loose arm or fit), you can often take them to a local optical shop for a quick, free, or low-cost adjustment.
What does your one-year warranty cover?
What does your one-year warranty cover?
Our 365-day warranty covers manufacturing defects in the frame (e.g., hinge issues, peeling finish) and lens coatings. It does not cover accidental damage (like drops), normal wear-and-tear scratches, or loss/theft. See our [Warranty Program] for details.