FAQ

Order

A: You will need to have the following:

  1. An up-to-date eye prescription of less than 2 years old. If you do not have a prescription handy, you can always email it to us later.
  2. A credit card or PayPal account

A: If you are having difficulties placing an order on www.glassesgallery.com, please try to download the latest version of Chrome (download here), Internet Explorer (download here) or Firefox (download here) web browser. If you continue to experience difficulties, please email us at cso@glassesgallery.com to describe your issue, and we will help you solve the problem.

A: Step 1: Choose the frame you want to buy and click the BUY NOW button.

Step 2: While selecting lenses, after you have selected your lens options, you will be asked to

  • a. Fill out your prescription online, or
  • b. Upload your prescription, or
  • c. Send your prescription later. If you choose to send your prescription later, we will contact you through email to assist you with your prescription details.

Step 3: Add to cart

Step 4: Fill in your shipping and payment details

Step 5: Confirm and place your order

It's as simple as that! You save all the hassles and get the glasses custom-made for you with just a few clicks.

FREE shipping (Standard Shipping only) is offered for purchases to be shipped to selective countries (please refer to this table) for comprehensive shipping information. When you place an order for both prescription and non-prescription products in one shopping visit at Glasses Gallery, will receive one single package containing both products. Express delivery is also available for a nominal fee, and your package will arrive much faster. Click here for full shipping rates.

A: If you have already entered your prescription or uploaded it online, you do not need to e-mail us your prescription. But if you need help to fill out the prescription details on your order, you can e-mail us at cso@glassesgallery.com and our customer support officers will get back to you as soon as possible.

A: If you don’t receive a confirmation email within 2 business days of purchases being made, please email us at cso@glassesgallery.com, provide us with your Invoice Number (found under "Account" after you log in) and we will follow up right away.

A: Yes. If you contact us and change / cancel within 2 hours of ordering, we will waive all charges related to returns and exchanges.

Please note that if your order has already been shipped, no further changes can be made. Please email us at cso@glassesgallery.com for more details.

A: An email will be sent to you with a tracking number once your order has been shipped.

You can also log into your account, then click on "My Orders" on the “Account” page to find out your order details.

A: After you log in, click on "Account", then click on "My Orders". There you will find your Order History. If you have an active order, you can also find the current order details there.

A: The period begins upon your receipt of the glasses. This date can be verified by the tracking number which is provided in the email we send out after order placement.

Prescription Eyewear & Service

A: We kindly advise you to double check your prescription for accuracy prior to submission online.

For optimal vision, it is always crucial to start with an up-to-date prescription with a clearly stated Validity Date of less as 2 years old. Correct pupillary distance (PD) measurements are critical for great results, and Glasses Gallery is very excited to bring you our real time 3D Try On and PD measurement technology! With this unique technology you can try on glasses by using your webcam and you can also measure your PD.

A: We are unable to do this because we do not have the tools available for you to get an accurate prescription via the Glasses Gallery website. You need to obtain a valid prescription by a certified eye care provider.

A: The strongest prescription we are able to process is: 

Sports: Power +4.00 to -6.00

Eyeglasses: Power +10.00 to -17.00

Sunglasses: Power +7.00 to -10.00

Additional power for progressive or Bifocal: ADD power +3.50D

A: To help you get your glasses as soon as possible, you can place your order first. We will need you to send us your most recent prescription (within 2 years) so that we can process your order and start crafting your lenses. You can send your prescription to cso@glassesgallery.com. For faster processing please provide your invoice number and name.

A: No, as your contact lens prescription may differ from your eyeglasses prescription, and using it for glasses could lead to severe discomfort. We need a recent eyeglasses prescription with Pupillary Distance information (within 2 years) from your eye care provider to process your order.

A: PD is the measurement (in millimeters) of the distance between the pupils of your eyes. Your PD values can be written as one number, known as binocular PD, if the left and right side have been added together. It may be two numbers (known as monocular PD) if the distance between your eyes and nose differs. E.g. 65 or 32/33.

A: Every eyeglasses prescription has an optical center. The optical center of your eyeglass lenses is the part that gives you the best vision, and it should be directly in front of your pupils. Your PD measurement is used to find that ideal optical center and provide you with non-distorted, clear vision.

A: Simply use our online PD measuring tool! You can measure your PD right away. If you do not have a webcam or are using a mobile phone, please read our detailed guide here.

A: PD values are sometimes written as two numbers, known as a monocular PD, which reflects the distance from each respective pupil to the center of the nose bridge. 

Adding the two monocular PD values together equals to a binocular PD, which is the full distance between the pupil of both eyes in millimeters. However, monocular PD values cannot be reliably achieved by dividing the binocular PD in half. Faces are rarely perfectly symmetrical, and it is common for one eye to be further from the nose bridge than the other. Because Monocular PD values are more precise, they are required for progressive and bifocal lenses.

A: If you have two values underneath the pupillary distance (PD) header, it means your prescription was written using monocular PD. Read more about that here. OD (oculus dexter) refers to your right eye, and OS (oculus sinister) refers to your left eye.

A: We sure do! Most of the sunglasses and sports glasses available at Glasses Gallery are Rx-able. Simply check under “details” on the specific product page to check if that pair is “Rx available”. To know what prescription lenses we offer on the sunglasses of your liking, just click add lenses. Don’t hesitate to contact our customer service, and we will happily assist you find your ideal pair of glasses.

A: We accept returns within 14 calendar days after your receipt of purchase. For glasses outside the 14-day return and exchange period and within one year of purchase, we offer new lenses with your most updated prescription at a rate of 50% off the original purchase price. Contact our customer service us at cso@glassesgallery.com for more information.

A: Cylinder (CYL) indicates the amount of lens power for astigmatism. If no number is written down on your prescription in the CYL column, either you have no astigmatism, or your astigmatism is so slight that it is not really necessary to correct it with lenses.

A CYL value can be preceded with a minus sign for nearsighted astigmatism or a plus sign for farsighted astigmatism.

AXIS refers to the rotation of the cylindrical lens that is defined with a number from 1 to 180 (degrees). If an eyeglass prescription includes cylinder power, it also must include an AXIS value.

A: Please contact us! Email us at cso@glassesgallery.com within 2 hours as we process our orders quickly and clearly mention WRONG PRESCRIPTION in the email subject. Do not forget to include your name, invoice number and new prescription details in your email.

Please note that if your order has already been shipped, even you contact us within 2 hours, an extra charge may be incurred for any changes made.

A: Based on your prescription needs, we have tailored the thinnest lens solutions. If you have a strong prescription (i.e. sphere power outside the -4.00 to +4.00 range), you may want to opt for higher index lenses. 1.67 high-index lenses are 30% thinner than standard lenses with the same prescription. These lenses cost an additional $30. The best option for thickness is the 1.74 index lenses for an additional $60. Please let us know if you want to upgrade to a higher index lenses of 1.67 or 1.74

Payment & Insurance

A: We accept Visa, MasterCard, AMEX, Discover, and PayPal.

A: Credit card payments are subject to authorization by the credit card issuer and charged when the order is placed online. If authorization is declined, we are not liable for the non-delivery of any ordered product(s).

A: Yes, it's totally safe to make an online purchase from us. Your security is our top priority and we do our best to securely protect your privacy. Even though we have SSL available on the Glasses Gallery website, we do not store your financial details. All payment processing is handled and processed directly by PayPal who is our payment provider. PayPal is using the latest technology to assure you with full protection.

A: All you need to do is to type in your promotion code during check out in the promotion code field. Before you agree to submit your order, you will see the total amount being adjusted.

A: Only one promotion code may be used per order.

A: It depends on which country you are shipping your glasses to. We advise you to check your country's specific import tax and customs laws before making your order.

If you ship outside of U.S., you may need to pay for local taxes, import taxes, clearance fees and duties etc. Prices stated on www.glassesgallery.com do not include local charges, tax or duties.

A: You are welcome to request a receipt for your insurance provider to reimburse you after your purchase. Contact our customer service at cso@glassesgallery.com for more information.

Exchanges & Returns

A: Our frames and high quality lenses are designed with precision and craftsmanship. If for any reason you are not happy with your glasses you can return or exchange them within 30 calendar days upon receipt of your order. The date of receipt is mentioned in your tracking number and can be found in your order details.

To start the exchange or refund procedure, simply fill out the return merchandise authorization form (RMA form) that is included in your shipment and email it back to return@glassesgallery.com. We will return your email upon receipt of your exchanges or returns request, and follow up the process with confirmation of acceptance or denial.

Before sending your glasses back to us, please check carefully if you are eligible for a refund. Extra charges may be incurred for return shipping if your refund is declined.

Glasses returned for exchange or return must meet the following four (4) criteria.

  • unused and undamaged
  • Glasses Gallery tag is attached to the frame
  • in the resealable packaging provided when shipped (no open packages)
  • in the original case

A: Please note the following.

  • The cost of shipping for your purchases, as well as duties and sales taxes are non-refundable.
  • All refunds are limited to the maximum value of the original order, and can be issued in the following methods.
    1. Store credit
    2. Your method of payment (referred to as cash refunds from hereon)
  • For all cash refunds, there is a frame re-stocking fee of $15 and a re-ordering fee for prescription lenses which is equivalent to 50% of the purchase price of lenses shown on the invoice. For store credit refunds, you are eligible to receive 100% of the frame’s purchase price (excluding shipping fees), and no restocking fee will be applied.
  • Please read our Terms and Conditions for more details.

A: We usually process your exchange and refund within 3 business days after the item arrives at our office, but please allow up to 30 business days for the refund to show on your account due to varying processing time between payment providers.

A: To exchange frames with prescription lenses, a lens reordering fee will be charged, which is equivalent to 50% of the purchase price of lenses as specified on your invoice or USD 50 (whichever is higher), for every item including those purchased during promotional events.

For refunds on frames without prescription lenses, a frame restocking fee of $15 will be applied for cash refunds. For store credit refunds, you are eligible to receive 100% of the frame’s purchase price.

NON-PRESCRIPTION EYEWEAR

NON-PRESCRIPTION EYEWEAR

 

PRESCRIPTION EYEWEAR

30-calendar days exchange policy   30-calendar days exchange policy
  • Exchange for equal or higher price product
  • Item(s) must be in original case, with Glasses Gallery tag attached and undamaged
 
  • Exchange for equal or higher price product
  • Item(s) must be in original case, with Glasses Gallery tag attached and undamaged
  • Lens reordering fee at 50% of lens purchase price
30-calendar days return policy   30-calendar days return policy
  • Full cash refund minus $15 frame restocking fee
  • Item(s) must be in original case with Glasses Gallery tag attached and undamaged
 
  • Full cash refund minus
    - $50 restocking fee for items purchased with the Free Lenses Promotion
    - $15 restocking fee
  • Item(s) must be in original case, with Glasses Gallery guarantee tag attached and undamaged

A: Every customer is limited to one exchange per item within the first 30 calendar days. If you are not satisfied with the exchanged product received, you can still get a refund and will be charged for frame restocking fee and lens reordering fee wherever applicable.

A: We typically do not offer extended return periods due to holiday clashes.

A: You simply need to pack everything back in one box and make sure the products are in merchantable condition.

  • Item(s) must show no signs of wear, scratches or damage
  • Item(s) should have Glasses Gallery tag attached to the frame, undamaged
  • Item(s) should be in the resealable packaging provided
  • Item(s) must be in its original case

Please remember to follow all the proper procedures stated in our Terms and Conditions, email us the RMA form and include the form in the package. Also please bear in mind the charges that may be incurred.

A: Our return address is

2003, 20/F, Millennium City

370 Kwun Tong Road

Kowloon, Hong Kong

Although we are an American company, our logistics hub is based in Hong Kong. Why Hong Kong? Because Hong Kong hosts our repair center, distribution center, warehouse, and customer center for international markets.

Before submitting a refund request, check carefully for refund eligibility as extra cost may be incurred for return shipping if your refund is rejected.

Products returned for refund or exchange must meet all the following conditions.

  • Unused and undamaged
  • With Glasses Gallery tag attached to the frame
  • In the resealable packaging provided
  • In the original case

If a refund is declined, you will be responsible for the return shipping cost, and will be asked to pay in advance for the return shipping by providing the following along with your return shipping address.

  • Your e-mail address registered with PayPal, OR
  • If you do not have a PayPal account, a reachable e-mail address for communication purposes.

Your glasses will be sent back to the provided return address after your payment has been cleared.

Your glasses will be sent back to you after we receive payment.

Warranty

A: All frames have a 365-day manufacturer’s warranty. In the unlikely event that your frame or lenses break after the initial 14 days following delivery and within one year of your purchase, we will gladly provide you with a 50% store credit towards another pair of eyeglasses. Your store credit will be in the amount of 50% of the amount paid for the item; this does not include the shipping cost. The coverage does NOT include accidental damage from handling or damage from normal wear and tear. Please note it is the customer's responsibility to return the glasses and provide us with the return shipping tracking information. Furthermore, a picture of the damage to the item is required for the warranty to be activated.

Warranty for products purchased with Free Lens Promotion or a buy on get one free promotion, the customer is eligible for a store credit amounting to 25% of the subtotal of the product in question.

For questions regarding our Return Policy please contact us at return@glassesgallery.com

Shipping & Taxes

A: For a frame–only order, it typically takes 2 business days to prepare the order. Production time for prescription glasses depends on the type of lenses ordered. Single vision lenses typically requires 3 to 5 business, while specialty lenses requires 5 to 7 business days. Please refer to our shipping page for details of countries, fees and shipping times.

A: Yes, our current partnering couriers ship to APO and FPO addresses via its standard shipping. Contact us at cso@glassesgallery.com if you need more details.

A: Yes, our current partnering couriers ship to Post Office Boxes addresses via its standard shipping. Contact us at cso@glassesgallery.com if you need more details.

A: All Prices stated on www.glassesgallery.com do not include shipment charges, or any related insurance and tax duties.

A: That's very nice of you! You can simply enter the person’s address you want to send a gift to in the "delivery address" field while making an order.

A: As well as shipping to the United States and Canada we also ship to Australia, New Zealand, Macau, Indonesia, Malaysia, Singapore, Japan, Czech Republic, Denmark, Finland, Belgium, France, Germany, Greece, Ireland, Italy, Luxembourg, Monaco, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom, Israel, Dubai, South Africa and Russia. We are constantly trying to expand our service. If you would like to order glasses online from Glasses Gallery, and cannot see the country where you live on the list, please contact cso@glassesgallery.com to check whether we can deliver to your location.

Products & Pricing

A: Yes! We carry a wide variety of prescription sportsglasses. Please visit HERE to see the full collection.

A: Pricing is based on the different lens package you choose during the add lens process, before adding your glasses to cart.

Our standard clear lens package comes FREE with any prescription lenses to provide customers and includes all the below feature:

  • Impact resistant
  • Scratch Resistant
  • UV Protection
  • Easy-to-clean technology
  • Our premium anti-reflective coating which optimal vision acuity

Please note that added prescription costs will incur if you select progressive or bifocal lenses. Progressive lenses are not available on all models at this time. Check out our Free Lens Promotion offer, where selected frames are eligible for free progressive and bifocal lenses

Frames & Lenses

A: Titanium is a silver-gray metal that is 3 to 4 times stronger as stainless steel It is tough, lightweight and corrosion-resistant. Titanium frames can be produced in different colors and finished up nicely giving a clean, modern look.

Stainless steel frames is scratch resistant, lightweight, and still much stronger as normal steel. Stainless steel is readily available and reasonably priced.

Both metals work well for a wide range of frames.

A: For eyeglasses, we offer:

For sunglasses, we offer:

For sportsglasses, we offer:

A full overview of our lens offering can be found here.

A: All our lenses are made of quality, strong, and light-weight materials. All our lenses come with 100% UVA / UVB protection as well as anti-reflective coating and scratch-resistant coating. Based on your choices, your lenses may also include blue light filtering coating which is very helpful when working with computers.

  • First, blow off any particles or dust.
  • Then, clean with lukewarm water, and use a nonabrasive neutral detergent to wash away any grease.
  • Lastly, wipe them dry with a soft cotton or microfiber cloth.

Do not use paper products, abrasive cleaners, glass cleaners, or other solvents as these may scratch, weaken, or crack the lenses.

For sunglasses, make sure not to place sunglasses in the car or anywhere that has a high temperature as your lenses may overheat.

A: We currently do not sell lenses separately.

A: We offer types of coatings:

  • Anti-reflective coating enhances vision by reducing reflection and increase the transmission of light. It also helps make thick lenses look thinner. 
  • Scratch-resistant coating is a thin film of hard coatings that is put on the surface of plastic lenses to improve its scratch resistance. It is added to protect against damage and prolongs lenses life. 
  • Blue light filtering coating blocks the blue light that is emitted by the sun and artificial light sources such as LEDs, computers, and smart phones. The blue light spectrum can be harmful to the eyes, especially the retina.
  • UV coating is used to filter harmful UVA / UVB rays. All Glasses Gallery lenses have UVA / UVB protection.

A: Sure we do! After you pick your favorite frame, you can choose the lens type: single vision, bifocal, or progressive to match the lens function you require, say, daily use or transitions. If you do not get the option to choose bifocal or progressive that means your frame does not support this lens.

A: All Glasses Gallery clear lenses come with standard anti-reflective (AR) coatings on both sides of each lens. Please let us know if you do not require the coatings or need just the scratch-resistant coatings.

A: All Glasses Gallery lenses filter harmful UVA/UVB rays.

A: Click HERE to get the information as it contains a detailed diagram to better illustrate the content. If you need more details, please email us at cso@glassesgallery.com and we will get back to you.

A: We are a lens manufacturing expert with 25 years of lens production experience. Thanks to this experienced, we are able to offer customized solutions for our customers. Glasses Gallery lenses surpasses the strict CE, FDA and ISO 9001:2008 standards with premium materials, high-tech polishing and durable lens coatings. Our ultimate aim is to best take care of your optical needs. We are the go-to destination for designer frames and high performance lenses.

A: Glasses Gallery is an online eyewear store which is your destination for exclusive boutique and designer frames combined with superior lenses that provide unparalleled functionality and safety. Our site features a Pupillary Distance (PD) measurement tool to help you gain a critical measurement for prescription lenses exactly when you need it.

We feature the widest variety of prescription sunglasses and sports glasses and pride ourselves on the frames which are not commonly found online, for both adults and children. As a recognized leading lens specialist, we strive to offer a wide array of lenses to cater for our customers' optical needs from all walks of life

As a recognized leading lens specialist, we strive to offer a wide array of lenses to cater for our customers' optical needs from all walks of life. Check out our lens function pages for more details.

General

A: To update your account information, log in and click on "Account" and update any fields as you wish, then press save.

A: Easy! When you are on our home page, scroll to the very bottom and you will see a SIGN-UP box prompting you to enter your email address. You are just seconds away from getting exclusive offers and discounts, insider news and the latest eyewear trends.

A: If you do not wish to receive our news and exclusive offers, you can unsubscribe any time by clicking the unsubscribe link located on the bottom of the newsletter.

A: Please email cso@glassesgallery.com along with your interest detail and target market and we will forward your request to the appropriate sales department and contact you directly.

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