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
  • b. Upload your prescription
  • c. Send your prescription later. If you choose to send your prescription later, a 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 is standard for all purchases. 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 a copy at cso@glassesgallery.com and our CSO will get back to you as soon as possible.

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

A: Yes, you can make changes or cancel your order but any changes must be made within 12 hours of ordering.

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. You can also find this information in your account under the “My Orders” menu.

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: 

Distance vision: -17.00 

Near vision: +3.50

Sports: +4.0 / -6.0 / CYL +-6.00 

Eyeglasses: +10.00 / -17.00 / CYL +-6.00 

Sunglasses: +7.00 / -10.00 / CYL +-6.00

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 lens. You can send your prescription to cso@glassesgallery.com. For faster processing please provide your order number and name.

A: Your contact lens prescription may differ from your eyeglass prescription, and using it for glasses could lead to severe discomfort. We need a recent prescription (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 3D Real-Time Try On technology! 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 sportsglasses available at Glasses Gallery are Rx-able. 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 sure do! Most of the sunglasses and sportsglasses available at Glasses Gallery are Rx-able. 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 30 calendar days and 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 the correction of 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 12 hours as we process our orders quickly and clearly mention WRONG PRESCRIPTION in the email subject. Do not forget to include your name, order number and new prescription details in your email.

Please note that if your order has already been shipped, even you contact us within 12 hours, an extra charge may be incurred for any changes made.

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 cannot not be held liable for non-delivery of any ordered product(s).

A: Yes, it's totally safe to make an online purchase from us. Your security is our first 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. territory 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 and tax fees / 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.

Exchange & Returns

A: Our products are designed with quality and precision and exquisitely polished with gifted craftsmanship. If for any reasons you do not find the product satisfactory, you can return it within 30 calendar days upon receipt of your item. 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 need to fill out the return merchandise authorization form (RMA Form) that is included in your shipment and email it back to cso@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.

Products returned for exchanges or returns must meet the following four (4) criteria.

  • Unused and undamaged
  • With Glasses Gallery tag attached to the frame
  • In the resealable packaging provided with them (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 will only be issued back to the same credit card account supplied to pay for the original order.
  • There is a frame re-stocking fee of $15 and a re-ordering fee for lenses which is equivalent to 50% of the purchase price of lenses shown on the invoice.
  • Please read our Terms and Conditions for more details.

A: We usually process your exchange within 3 business days but please allow up to 30 business days for the exchange process to be completed.

A: It can take up to 14 business days (started when the request process is complete) for the refund to show on your account due to varying processing time between payment providers.

A: It can take up to 14 business days (started when the request process is complete) for the refund to show on your account due to varying processing time between payment providers.

To get a refund on frames without prescription lenses, a frame re-stocking fee of $15 will be applied.

To get an exchange on frames with prescription lenses, the re-stocking fee still applies plus a re-ordering fee for lenses, which is equivalent to 50% of the purchase price of lenses shown on the invoice. Please refer to the tables below for details. 

NON-PRESCRIPTION EYEWEAR

NON-PRESCRIPTION EYEWEAR

 

PRESCRIPTION EYEWEAR

30 Business Days Exchange Policy   30 Business Days Return 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 re-ordering fee charged -50% lens purchase price
30 Business Days Return Policy   30 Business Days Return Policy
  • Full cash refund minus $15 frame re-stocking fee
  • Item(s) must be in original case with Glasses Gallery tag attached and undamaged
 
  • Full cash refund minus
    - 50% lens purchase price
    - $15 frame re-stocking 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 business days. If you are not satisfied with the exchanged product received, you can still get a refund and will be charged for frame re-stocking fee and lenses re-ordering 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 you must write the RMA Number on the outside of the package. Also please bear in mind the charges that incur.

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. This is how we are able to provide you with genuine products at a very competitive price.

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 four (4) 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.

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

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 of our frames and prescription lenses are covered by our 365-Day manufacturers' warranty.

A: If you notice any defects in your frame(s) or lenses that are covered under our warranty, Glasses Gallery will repair or replace your item FREE of charge, as long as it is returned to us within one year of purchase. Please email us at cso@glassesgallery.com= to find out if the damage is covered under our warranty. Below tables are a quick check for your reference. 

LENS DEFECTS

FRAME DEFECTS

What's Typically Covered What's Typically Covered
  • Cracks not caused by rough handling
  • Peeling coatings
  • Reshipping back to customer after repair/replacement
  • Stripped screws
  • Broken nosepad posts
  • Broken or loose hinges
  • Dislodged jewels or logos
  • Oxidation or discoloration
  • Reshipping back to customer after repair / replacement
What's Not Covered What's Not Covered
  • Exposure to excessive heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning
  • Courier back to Glasses Gallery
  • Exposure to excessive heat or cold
  • Prolonged exposure to water
  • Rough handling
  • Improper cleaning
  • Courier back to Glasses Gallery

A: If you scratch your Glasses Gallery prescription lenses within one year of purchase, we will replace the scratched lenses with new ones of the same correction, color, and type at 50% off the current retail price.

A: Please email us with a photo of your frame with the malfunctioning part, a description of the replacement piece, your order number, and the situation that caused this incident to occur. We will try to assist you to our best capacity on a case-by-case basis.

Shipping & Taxes

A: We strive to ship all orders within a week.

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: We currently ship to United States, United Kingdom, Canada, Australia, New Zealand, Germany, South American and the Eurozone. Our 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: Yes, we send every order with our partnering couriers which require your signature upon receipt of the product. This way is best to track your order and ensure of its successful delivery; it also serves for verification purposes in exchanges and returns.

A: We do not provide worldwide shipping just yet but we encourage you to contact us and we can check if we can ship to you.

Products & Pricing

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

A: The material is called Trivex. Trivex is thin and lightweight, blocks 100% UV, gives you clear vision and optimal safety as its impact resistance is 10 times the FDA requirement. We carry two brands using Trivex: Trilogy and NXT.

Please click HERE to get more information.

A: We sure do! Glasses under our Safewear collection are "Kidproof" as we manufacture the glasses using Trivex. Trivex material bears an impact resistance which is 10 times stronger as the FDA requirement and offers maximum safety to kid’s eyewear. You are welcome to email us at cso@glassesgallery.com if you need help. 

Learn more about our lens offers here.

A: Yes! We are proud to help kids with their optical needs when they are out having fun. Kids out there need safety glasses b to protect their eyes from the elements and the sun. Our prescription sunglasses, also known as "Kidproof," also block harmful UV rays which cause harm to the eyes of your child. We have different lens types and functions plus various coatings to best protect your kids. You can find out more HERE.

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:

  • 1.59 Index
  • Impact resistant technology
  • Scratch Resistant technology
  • UV Protection coating
  • Anti-Static technology
  • Easy-to-clean technology
  • Our premium anti-reflective coating which allows up to 99.7% of the visible light to go through the lens for 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.

Each completed prescription eyewear includes a frame (either an Rx Insert or an Rx-Ready Sunglass) with prescription lenses mounted (i.e. the corrective lenses customized to your prescription). 

Lens colors other than clear will also typically affect the price. In all cases, fully itemized pricing is clearly displayed on the site as you build your order. Of course, you will also have the opportunity to review your itemized order before submitting.

Frames & Lenses

A: Don't worry. Though our frames are gone fast, we do our best to bring them back in stock as soon as possible to satisfy our customers' needs. Please email us at cso@glassesgallery.com to enquire anything about out-of-stock frames, and we will be glad to inform you of the estimated time.

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 such as polycarbonate or Trivex. All our lenses come with 100% UVA / UVB protection as well as anti-reflective coating and scratch-resistant coating. Based on your choices, your lens may also include blue light block coating which is very helpful when working with computers.

A: Polycarbonate Lenses require special care, so clean your lenses carefully.

  • 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 four 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 prolong lenses life. 
  • Blue block 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: NXT is a brand developed by Essilor and uses Trivex material to make a lightweight sunlens with optimal clarity. Trivex was originally developed for the US military and is amazingly lightweight, yet incredibly strong. NXT is designed to deliver an unbelievably rich visual experience and stand up to the physical demands of your high-performance lifestyles. If you need more details, please email us at cso@glassesgallery.com and we will get back to you.

You can also visit HERE to get more information.

A: Trilogy is a brand developed by Younger Optics and uses Trivex material to make the lenses. Trivex was originally developed for the US military and is amazingly lightweight, yet incredibly strong. Trilogy lenses provide clear and crisp vision; they are thin as well as lightweight, and they offer supreme safety as its impact resistance is 10 times the FDA requirement. If you need more details, please email us at cso@glassesgallery.com and we will get back to you. You can also visit HERE to get more information.

A: Please go HERE to get the information as it contains color samples 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: Please go HERE to get the information as it contains color samples 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: Please go 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: Our lens supplier is a globally established lens manufacturing expert with 20 years of lens production experience. Thanks to this experienced lens laboratory 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 3D real-time 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. Glasses Gallery also offers an exclusive “Kidproof” lens for all kids glasses, which is a shatter-proof lens made from a military-grade material called Trivex, with a scratch free coating and powerful UV protection that comes standard.

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.

Only the best! Our partner laboratory has its own proprietary brand lenses which surpasses the strictest CE, FDA and ISO 9001:2008 standards. We also use plenty of well recognized patented brands like Transitions, NuPolar Polarized, DriveWear and others which are produced in the USA by Younger Optics, and shipped to our laboratory for further processing. You receive 12 months warranty and a brand certificate.

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 and first name. 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. You can also log in to your Glasses Gallery account. On the "Information" page underneath the “Date of Birthday” field, simply uncheck “Receive News”.

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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