Frequently Asked Questions

• Your Prescription
• Process
• Lenses
• Frames
• Delivery
• Royal Mail Strike

• How to read and understand your glasses prescription
• Sphere, this is often abbreviated to 'sph' on prescriptions. This number will have minus or a plus sign in front of it for example –3.00 or +2.25. If the sphere is written as this ∞ it is the same as plano.
• Some prescription include a cylinder, this is often abbreviated to 'cyl'. This number will also have minus or a plus sign in front of it, for example –0.50 or +1.25. If there is a cylinder there will also be an axis.
• Some prescriptions will include a reading addition, this is often abbreviated to 'add'.

Example one: glasses for distance


Example two: glasses for reading / close work


Example three: glasses for distance and reading or bifocals / varifocals


• Why do you need my glasses prescription?

Your glasses prescription enables us to manufacture your glasses to match the correction your optometrist prescribed. As registered opticians we must ensure accuracy and that the glasses are made correctly.

• Why do you need to contact my optician?

If you place your order online we will verify the prescription by telephoning your optician to confirm that the lenses you want to order are the correct ones and that your prescription details are valid and in date.

• Is the glasses prescription the same as my contact lens prescription?

No. Both prescriptions are different and you will need to ask your optician to supply you with the details specifically for your glasses. Glasses prescription has different details to that of contact lenses, the prescription can also be slightly different.

• What is my pupillary distance (PD)?

This is the distance between your pupils. It’s an important measurement to enable us to set the lenses correctly in the frame. This will ensure you receive optimum vision. To obtain your pupil distance measurement you need to ask your optician. If you require further assistance, please call us on 0845 257 3366.

• I am unable to understand what my prescription exactly is?

Contact our Customer Service team on on 0845 257 3366 who will be more than happy to assist.

• What is the maximun prescription you cater for?

The maximum prescription which you can order is up to plus or minus 15.00 sph and plus or minus 6.00 cyl. If your prescription is outside this range please contact a Boots Opticians practice on 0845 257 3366.

• How do I order online?

Follow the process in the online guide, this will step you through the process

• Do you accept NHS glasses vouchers?

We’re unable to accept NHS vouchers online at the moment. We're currently looking into ways of carrying out the validation of these forms required by the NHS. If you would like to use your voucher you can contact your nearest Boots Opticians practice, they will be happy to help you with your selection.

• Is it safe to order online?

Yes. Your credit card details are protected when they are sent over the internet using industry standard SSL encryption. In the unlikely event of the unauthorised use of your debit or credit card, the majority of banks and card issuers will cover part, or all the fraudulent charges.

• I have forgotten my password

If you have forgotten your password, or your email address has changed, you can use our password recovery page. If you still have difficulties, please contact a member of our Customer Services team on 0845 257 3366 who will be able to help you.

• Can someone collect my glasses on my behalf?

No, you must collect your glasses in person. As this is a bespoke product with prescription and measurements manufactured specifically for you, we need to make sure that they fit correctly before you wear them as we would normally do with a practice order.

• Are the lenses the same as from my optician?

Yes you can be assured that we use same quality and brand of lenses to match your prescription, however our practices will offer a wider range. If you cannot find the lenses that you wear listed, then please contact a member of our Customer Services team on 0845 257 3366 who will try and help you.

• Do you sell bifocal / varifocal lenses?

Yes. To ensure the accuracy of both frames and lenses, you’ll need to pop in to one of our practices for some additional measurements.

• Do you sell the full frame range that your practice sell?

We offer over 600 styles including 22 designer brands and our exclusive Boots brand ranges. There are frames and colours to suit every taste including plastic, metal, rimless and part-rimless (supra styles). Our practices offer additional colours in some styles and some additional brands.

• What styles do you sell?

We offer over 600 styles including 22 designer brands and our exclusive Boots brand ranges. There are frames and colours to suit every taste including plastic, metal, rimless and part-rimless (supra styles).

• What are your delivery charges?

Glasses are delivered free of charge to UK addresses only.

• How soon will I receive my order?

Glasses orders are normally dispatched within 14 days of the order being placed.

• Will you inform me if the glasses will be delayed?

If due to unforeseen circumstances the order is delayed we will inform you of the situation and discuss the appropriate steps we're taking to ensure you receive your order as quickly as possible.

• Do you offer an express service?

We can offer an express service on most orders. For cost and details please email us at customerservice@bootsopticiansonline.com or telephone us on 0845 257 3366.

• How do I return my goods?

If you need to return your glasses you may do so by either contacting our Customer Service Team on 0845 257 3366 who will discuss the process for returning. Alternatively visit the Boots Opticians practice where you picked up your glasses.

• What is your guarantee/refund policy?

Glasses purchased from BootsOpticians.com are subject to the following :
At BootsOpticians.com we offer you a 14 day, no quibble guarantee. If you have any need to return your glasses we will refund you the full amount for the returned goods. The refund will always be credited to the card used to take the initial payment.

The 14 day period starts from when you collect the order and the Guarantee/Refund policy is specific to glasses purchased via BootsOpticians.com.
Your statutory rights are not affected by our guarantee/refund policy.

• What about refund for postage and packaging?

Postage for returns is pre-paid. Please return glasses to the freepost address that Customer Services provide.

• Can I exchange my glasses for a higher priced pair?

In the event you wish to exchange your glasses for a higher priced pair you will need to return the glasses you no longer require within 14 days of collecting them to obtain a refund and then place a new order for a different pair.

• Where is my nearest practice?

Click here to find your nearest Boots practice.

• Queries?

If you have any more questions please contact our BootsOpticians.com Customer Service team on 0845 257 3366