FAQ/Help

We're available to help you Monday-Friday in two different time zones:

Australia: +61 (0)2 8006 5196
UK: +44 (0)20 81441942

Or if you prefer you can get our help via email eyelove@specsaddict.com

Style

Which Specs Addict glasses will look good on me?
If I don't wear glasses - can I still buy Specs Addict glasses?
What should I do if my new frames don't sit properly on my face? Help!

Pricing

Are my lenses really included for free?
Can I just buy the frames?
How do I redeem a gift certificate/ discount coupon?
What are the Terms and Conditions for Gift Certificates/ discount coupons?
How can I pay?

Prescriptions

Where should I get my eyes tested?
I don't have my prescription - where do I get it?
My prescription does not contain my Pupil Distance (PD) – what can I do?
How recent does my prescription need to be?
What do all the numbers on my prescription mean?
Do you support all prescriptions?

About Specs Lenses

Where are Specs Addict’s lenses from?
Are coatings included free of charge?

Sunglasses

What’s the deal with Specs Addict sunglasses?

Shipping

When will my new frames arrive?
Is shipping really free?

Returns

What is your returns policy?
How do I return my frames?
How do I change or cancel my order?

General

I’d like to do some Specs Addict press – how do I contact your media department?

Which Specs Addict glasses will look good on me?

Ultimately glasses are an expression of your personality, style and taste. At Specs Addict we have made the experience of shopping for glasses easy, quick, pain free and best of all, you can try before you buy! The Specs Addict Virtual Mirror allows you to try on any of our frames, in all available colours, so that you can see exactly what they look like on you.

Our Virtual Mirror has been uniquely designed for Specs Addict, to ensure that you are happy and confident with your new frames. Our Virtual Mirror is easy to use and is absolutely free. You can either upload a photo of yourself from your laptop or PC, or from Facebook, or you can take a snap of yourself with your webcam. Simple!

You can try on as many pairs of Specs Addict glasses or sunglasses as you like and you can share your picture with the Specs Addict community or with your own friends (share via Facebook and Twitter).

If you’d like opinions about which frames to buy, you can ask people to vote on your own Facebook page.

If you’re still unsure about which Specs Addict frames to buy, why don’t you look at our styling tips to help you choose a frame and a colour that will flatter and complement your skin, hair and personal look. Click here to read our styling tips.

If you’re interested to find out more about the Specs Addict Virtual Mirror, please read our article called “Virtual Reality – life as an augmenter of reality”, which explains how the virtual mirror works.

If I don't wear glasses - can I still buy Specs Addict glasses?

Yes, you can buy Specs Addict glasses with non-prescription lenses. We have lots of customers who wear our glasses and sunglasses as a fashion accessory even though they have perfect 20/20 vision!

When you click 'Add to Cart' choose the top option 'Enter my prescription / Clear lenses'. Then click the check box marked 'I want to buy these frames without prescription lenses'. The form will disappear as no further information is required.

Your frames will arrive with non-prescription (plano) lenses. If you would like to pop some sunglass lenses into your frames, just email us at eyelove@specsaddict.com and we will arrange this for you.

Are my lenses really included for free?

Yes. At Specs Addict our aim is to provide our customers with super cool prescription glasses and sunglasses at low prices – so that you can wear a different pair every day! Our price, AUD$150 (or equivalent in other currencies we accept), includes your Specs Addict frames as well as prescription lenses.

We use various lenses to ensure the perfect combination of your prescription and our frames. If your prescription is less than about +5 or - 5, your lenses will be included free of charge. If you have a stronger prescription then we need to make sure that we provide you with thinner lenses. Our website will advise you of this on the cart page. So, if you have a strong prescription, we will use ultra-thin (1.67 index) lenses. The technically advanced materials used for ultra-thin lenses are very expensive so we have to include a AUD$30 charge to cover the extra cost. If you'd prefer to use these ultra-thin lenses with a lower prescription, just contact us at eyelove@specsaddict.com  and we can arrange this for you.

Can I just buy the frames?

Yes. If you'd rather get your lenses elsewhere, we can supply you with a frame with no lenses. Just select this option in the secure check out process.

What should I do if my new frames don't sit properly on my face? Help!

Don't panic, we will sort it out. Have a quick look at our article called “Straight Talking”. As much as we try to make sure that your new frames are adjusted before we send them to you, not everyone’s face is perfectly aligned, so you may need your new Specs Addict frames to be slightly tweaked.

Follow the advice in our article “Straight Talking” and if you are still having trouble please see your local optician who will be able to adjust your glasses in about 5 minutes and free of charge. If you have any problems, please contact us at eyelove@specsaddict.com.

Where should I get my eyes tested?

Your local optometrist will be able to test your eyes. To find your local optometrist, just do an online search for 'optometrist' or 'eye test'. Normally Medicare/NHS pick up 100% of the bill. Tests don't take long - between 15 and 45 minutes, depending on the optometrist and your personal needs.

Everyone is entitled to have their eyes tested and receive a legible copy of their prescription without any pressure to purchase glasses. This is your right- please do not be pressured to buy glasses at the same place you have your eyes tested, if you don’t want to.

I don't have my prescription - where do I get it?

Please ask the optometrist that you visited most recently for a copy of your prescription. They should be able to post it, fax it or email it to you. If you encounter problems, we are happy to call on your behalf. It is your right to have a legible copy of your prescription provided to you. It is also your right to freely choose where you buy your glasses – you should not be pressured to buy your glasses at the same where you got your eyes tested if you don’t want to.

My prescription does not contain my Pupil Distance (PD) – what can I do?

If you are going to get your eyes tested, make sure your prescription includes your Pupil Distance on the prescription. For more information on Pupil Distance, please see our article entitled “PD and Me – when size matters”. If, for whatever reason, your PD has not been included on your prescription, you can measure your PD online on the Specs Addict Size Matters PD Application. The Size Matters Application is easy to use, accurate and free of charge. To measure your PD – for real or just for fun – click here.

What is my Pupil Distance, or PD?

Your pupil distance is the distance between your pupils. You need this measurement to order glasses so we can position the lenses correctly for you. While you can measure it yourself, it’s a lot easier to have a professional do it for you. There are 2 ways to measure this, Monocular and Binocular. You should use one or the other.

  • If there is only one number: enter it as your Binocular Pupil Distance.
  • If there are 2 numbers, both around 60: They are both Binocular PDs and you will need to enter just one depending on whether you need distance or reading glasses. The first number is your Distance Vision (DV) Pupil Distance - enter this for non-reading glasses. The second number is your Near Vision (NV) Pupil Distance - enter this for reading glasses, remembering to include anything in the ADD column too.
  • If there are 2 numbers, both around 30: These are your Monocular Pupil Distances, where the distance to each pupil from your nose is measured separately. You should enter both. The first number is for your right eye, and the second your left.

The average monocular pupil distance for males is: 65mm, and the average binocular pupil distance for females is: 62mm. (wikipedia)

How does the Specs Addict “Size Matters PD measuring tool” work?

Specs Addict is a market leader in developing an easy to use, free, accurate and quick tool to measure your PD, without having to even leave your desk! Yes, that’s right, at www.specsaddict.com.au  you are able to measure your Pupil Distance quickly and accurately.

The Specs Addict “Size Matters PD Tool” uses a credit card as a standard measuring tool. This is because credit cards are the same size all over the world (we think this is easier than cm and inches – it’s a one size fits all). For a detailed explanation about how to use the Specs Addict PD Measuring Application, please read our article called “Measuring your PD – when size does matter”.

How recent does my prescription need to be?

Australian prescriptions have an expiry date, usually 2 years. Please let us know the date of expiry of your prescription when you fill in our online prescription form.

What do all the numbers on my prescription mean?

If you have any doubt about how to enter your prescription on our website, please contact us.

Sphere (SPH) - this is the overall power of your prescription. We can fill all prescriptions. Don't forget the + or - sign as this indicates long or short sighted correction respectively. Sometimes the measurement is multiplied by 100, so you see -325 instead of -3.25.

Cylinder (CYL) - this is an additional correction for people with astigmatism, where one axis of the eye requires a different correction to the other. We currently fill +2 to -2 Cylinder prescriptions. Sometimes the measurement is multiplied by 100, so you see -125 instead of -1.25.

Axis - this indicates the axis of correction for an astigmatism.

Add - sometimes a bit of additional power is required for reading glasses. If your prescription includes 'add' then you should enter them if you want glasses for reading. Don't forget to use your Near Vision (NV) Pupil Distance in this case.

Prism & Base - This is a less common correction and unfortunately we can't currently support it. You can still buy frames-only and have a local optician install the lenses into Specs Addict frames.

If you have any problems with understanding the numbers on your prescription please email us at eyelove@specsaddict.com

My prescription is not entering correctly on the form

Please let us know and we will help you. Contact us here.

Where are Specs Addict’s lenses from?

Specs Addict works with an internationally recognised optical laboratory that produces world-class lenses. Specs Addict provides you with high quality optical and sunglass lenses, which are the same lenses that are sold by optometrists around the world. The only difference is that Specs Addict offers you very low prices so that you can wear a different pair of glasses every day!

Do you support all prescriptions?

Yes we do. Most of our customers fall into two categories:

  • those with fairly low prescriptions, for which Specs Addict provides you with lenses free of charge, and
  • those with higher prescriptions (usually above minus 5) for which we need to provide you with high index lenses (so that they are thin), for which there is a $AUD30 charge (or equivalent in any other currency we accept).

If you have different prescription needs, please contact us at eyelove@specsaddict.com and we will do our best to help you.

What’s the deal with Specs Addict sunglasses?

Many Specs Addict frames have been designed to be compatible with sunglass lenses. As our collection grows, we will also grow our sunglass range. In the meantime, there are some pretty cool looks you can get by putting different coloured sunglass lenses into your Specs Addict optical frames.

For some suggestions about which Specs Addict frames look the best with sunglasses, click here.

Can the sunglass lenses be done as prescription lenses?

Of course they can. All you have to do is fill in your prescription, tick the box that says “sunglass lens” and pick the colour (or colours!) you want.

You could have three or more different looks from one pair of Specs Addict frames!

How do I put the sunglass lenses in?

You have a few options:

  • If you want to wear your Specs Addict frames as sunglasses all the time, tell us at “checkout” and we will fit your lenses for you.
  • If you want to alternate between reading lenses and sunglass lenses, we have designed the frames so that you can easily pop the lenses in and out.

Do you sell progressive lenses?

If you require progressive lenses, please contact us. We will be most happy to help.

Do you sell photo chromatic lenses?

Photochromatic lenses are lenses that change tint depending on the light. For example, they are clear lenses while you are inside, but they will develop a sunglass tint when you go outside. If you would like photochromatic lenses in your Specs Addict frames, please contact us and we will sort this out for you.

Are coatings included free of charge?

Yes, they certainly are. All of our lenses are sent to you with a top-quality multi-coat: UV-proof, anti-reflective and scratch-resistant. Specs Addict believes that these coatings are a fundamental requirement of high quality lenses, and so we have absorbed the expense so that you get the coatings for free.

Can I get additional coatings?

Yes you can. If you require any additional coatings you can upgrade to a supreme quality lens. This option will be coming to Specs Addict very soon, so watch this space.

For more information on the types of coatings offered by Specs Addict, please see our article called “Coatings for You and Me” (link).

When will my new frames arrive?

As quickly as we can possibly send them to you. We aim to dispatch in 2-3 days using express couriers wherever possible. Sometimes the universe conspires against us and it can take a little more time to get your Specs Addict frames to you (especially if you have a complex prescription or non-standard lens requirements).

If you live in a remote area delivery can be slower. If you want to check in on exactly where your frames are, contact us and we'll let you know where things are at.

At the time of purchase you will be issued with shipping tracking number.

Click here for standard shipping times to some of the most popular countries.

Is shipping really free?

Yes, our shipping is totally free. Specs Addict delivers your new frames to you, for FREE! No exceptions. You will not pay any delivery costs at all. There are no hidden charges on your invoice, nor will you be expected to pay upon delivery. Specs Addict will send you your new frames, for FREE, every time and anywhere.

What about Customs charges?

Specs Addict absorbs the cost of shipping only. You the customer, will be liable for any customs taxes or duties that may be payable in your country.

Which countries do you ship to?

Wherever you are, on whichever corner of our beautiful planet, Specs Addict will send you your new frames, FREE of charge.

How do I redeem a gift certificate/ discount coupon?

Lucky you! To use your gift certificate, you shop in the normal way on our site, and then enter the gift certificate reference number or discount coupon number from your certificate right at the end.

So, have a browse around the site and add what you'd like to the cart. You then enter your prescription and shipping address. When you click continue, you will be able to enter your gift certificate Ref No.

If the total amount is more than your gift certificate, you will be taken to our secure payment system to pay the remainder. If you haven't used the full amount of your certificate, you will be able to use the remainder on another purchase later.

What are the Terms and Conditions for Gift Certificates/ discount coupons?

You can read them here.

How can I pay?

We accept VISA, MasterCard and Paypal. Our payment gateway is Skrill Moneybookers which is a secure payment provider where your financial details will be safely and securely stored. 

What is your returns policy?

It is important to us that you feel 100% happy and confident in your new Specs Addict frames. If for any reason you don't, it’s only fair that you can return your frames. You can return your frames for any reason within 15 days for a replacement, different pair or complete refund.

Click here for full details of our returns policy.

How do I return my frames?

Please ensure that no wear and tear has occurred.

If you want to return your frames, please contact us. Please let us know what the problem is and whether you would like a new pair or a refund. We'll let you know how to return the frames which should be securely packaged up with frames, case and cloth. Unfortunately, you will be liable for the postage costs of returning the frames to us, unless exceptional circumstances apply.

How do I change or cancel my order?

Please contact us if you'd like to modify your order once it’s been processed. We can’t guarantee that it will be changed, but we will do our best to make sure you are happy with your choice and we will try to sort it out for you.

I’d like to do some Specs Addict press – how do I contact your media department?

Specs Addict love being the centre of attention! If you’d like to cover us in any form of media (digital, print or otherwise), please contact our media contact and co-founder Colette Griplas at colette@specsaddict.com.

We have a media pack available to send to you, which includes some of our press releases, information about our Sri Lankan Charity, a behind the scenes video as well as high resolution photos of our collection and advertising campaign (including our sexy male model with no shirt on!)