FAQs

Prescription

How do I find out what my prescription is?

You will need an up to date eye examination, at the end of this test you should be given a copy of your prescription.

How do I send my prescription?

You can send us your prescription by uploading it when you are at the checkout. Alternatively, keep it ready by uploading it to the prescription section on your account. You can also email a scanned image to prescriptions@chakshu.co.uk once you have placed your order. Please note that orders can not be processed until we have received this.

What is pupillary distance, and how do I get mine?

Pupillary distance (indicated on your prescription as PD) is the distance between the pupil centres of each eye, usually measured in millimetres. This is important for us to know in order to ensure you are looking through the optical centre of your lenses within the frame. This allows us to give you the best possible vision through your glasses.

If this measurement is not included in your prescription, you can request it from your optician.

However if you are unable to obtain this measurement, we would like you to follow this method of measuring your PD.

What you need:

A phone camera and a standard sized card (e.g. bank card/store loyalty card)

Step 1: Hold the card below your nose (if using a bank card please ensure all private information is covered)

Step 2: Hold your phone at arm’s length to take a selfie, please ensure you look directly into the phone camera

Step 3: You will be asked to upload your selfie at the checkout stage as well as uploading  your prescription.

 

Please note you will require a professional to measure your PD more precisely if you have been previously told that you have a squint (where you have an eye that turns in or out)

I require prism correction in my glasses, am I still able to order online?

Currently we are unable to process prescriptions that include a prismatic correction.

Lenses

Do I need to pay extra for lenses?

No. We believe in a simple pricing structure, all your lens requirements will be included in the cost shown. All lenses include anti-glare, scratch resistance, UV protection, and thinner and lighter lenses, as standard.

All of our prescription and non-prescription sunglasses come with polarised lenses, which gives 100% UV400 protection. If you require a special tint or a bespoke colour, feel free to contact us at info@chakshu.co.uk to discuss your options.

What is the best way to clean my lenses?

To keep your glasses looking as good as new, we recommend you use the Chakshu nano-fibre cleaning cloth to clean your lenses.

Your lens is a delicate piece of medical equipment – treat it well, and avoid using paper towels, moist wipes or liquids that contain alcohol or other corrosives, as these substances may damage the lens coatings.

Where are the lenses fitted?

Our lenses are custom-cut to your frames by our own team in a London-based lab. We ensure precision and accuracy when fitting the lenses into the frame. All of our glasses are quality checked by fully-qualified Chakshu optometrists to confirm the required British Standards are met.

Do you sell contact lenses?

No, at this moment we do not sell contact lenses.

Can I order Varifocals?

Yes, varifocal lenses are available at Chakshu. Varifocals require precise measurements, so a few extra steps need to be taken with all our varifocal orders.

We will need to carry out a Varifocal Verification, once you have placed your order we will send you your chosen frame with easy-to-follow instructions. From this we will be able to obtain the required measurements, ensuring you get the best vision possible from your glasses.

Can I order glasses if I have a high prescription?

We accept prescriptions, with SPH values between +6.00 and -6.00, and a CYL value up to -2.50. For higher prescription we include thinner and lighter lenses as standard.

If you are outside the parameters specified and really want a Chakshu pair, don’t despair! We will be having Chakshu pop-up stores at different locations and will be accepting higher prescriptions at these locations. We hate to discriminate, but we feel accuracy is important and unfortunately for stronger prescriptions we would prefer the measurements are taken in person. Sign up to our newsletter to keep up to date!

What are thinner and lighter lenses?

All of our optical glasses come with 1.6 index lenses as standard, this is thinner and lighter than the usual basic lenses.

If you have a high prescription, we will upgrade your lenses for free to a refractive index of 1.67 depending on how high your prescription is. This will give your glasses a thinner aesthetic finish and a lighter overall feel.

What are Switch lenses?

Switch lenses change colour with UV exposure, which will make your clear lenses go darker in the sun.

You will have the option to upgrade to these lenses during the payment process.

Varifocal Lenses

What are varifocals glasses and do I need them?

Our varifocal glasses are designed in such a way that you have crystal clear vision at long distances, short distances and every distance in between. These special lenses avoid the need of swapping between two pairs of glasses.

If you currently wear glasses for long distance and are finding that reading small text is getting more difficult or that you seem to be taking your glasses off to read more often then this is a sure sign that you need an additional prescription for near vision. This will be written as reading ADD in your prescription.

To avoid having multiple pairs of glasses or constantly taking your glasses on and off, varifocals are the most convenient solution for you.

What is Varifocal Verification?

Varifocal Verification is the method our Chakshu Optometrists have instilled to ensure all measurements are taken. This is to ensure you will be looking through the correct part of your varifocal, optimising the vision you will get out of you new glasses.

Once you have placed your order we will send you your chosen frame with easy-to-follow instructions on how to take a selfie with your glasses. Send this to us and we will take the measurements that we need. When we have received this photo we will process your order.

Which lens coatings available with varifocals glasses?

As with all our glasses, varifocals include anti-glare, scratch resistance, UV protection, and thinner and lighter lenses, as standard.

Can I order varifocals if I have a high prescription?

Yes, we accommodate prescriptions between +6.00DS and -6.00DS, with an astigmatism of up to – 2.50DC, and offer thinner and lighter lenses at no extra charge.

Can I have varifocal glasses as sunglasses?

Yes, our varifocals are available as a sunglasses. Alternatively, if you would like the best of both worlds you can opt for switch lenses that will make your clear varifocals go darker in the sun.

I am having difficulty adjusting to my new varifocals glasses, what should I do?

Any new prescription can take a little while to adapt to however if you are having trouble adjusting to your new varifocals try  these simple steps:

 

  • With varifocals it is important to remember to point your nose in the direction you want to look at and to lift your chin up slightly. Take particular care when walking down the stairs.
  • If you find the vision clearer if you physically move the frames up or down, the frames may need adjusting slightly so they sit better on you face. Visit an opticians and they will happily adjust them for you.

 

If you are still not getting on with your varifocals do not hesitate to contact us at info@chakshu.co.uk.

Sunglasses

What types of sunglasses lenses do you use?

There are wide rang of sunglass lens options available, all of which provide 100% UVA and UVB protection.

Prescription and non-prescription sunglasses can come with polarised back-coated anti-reflective lenses as standard.

Some of our prescription and non-prescription sunglasses are also available with mirror tints.

We also offer switch lenses, which react under UV exposure. 

If you require a special tint or a bespoke colour, feel free to contact us at info@chakshu.co.uk to discuss your options.   

What are polarised lenses?

Regular sunglasses are tinted to reduce the amount of light that can pass through the lens to your eyes. In comparison, polarised lenses have a specially designed film to help prevent glare by limiting the direction of light that can pass through the lens. In particular, glare caused by reflections from water, snow and other light reflecting surfaces is cut out.

A great asset for any skiers, fishermen and beach goers or even better if you’re all three!

Can I have varifocal glasses as sunglasses?

Yes, our varifocals are available as a sunglasses. Alternatively, if you would like the best of both worlds you can opt for switch lenses that will make your clear varifocals go darker in the sun.

What are back-coated anti-reflective sunglass lenses?

This is where the anti-reflection coating has been put on the back of the optical lens. The benefit of this is to prevent unwanted reflections and ensure the lenses appear like regular sunglasses without the tinge of green that you can get with the usual anti-reflective coatings.

Am I able to change the colour of the sunglass lenses?

We have chosen colours for the lenses that we feel matches the frame design in the best way. However if you do have any special requests, please make a note of this in the ‘Order notes’ box that comes up during the order process.

I have a high prescription, can I still order prescription sunglasses?

Yes, we accommodate prescriptions between +6.00DS and -6.00DS, with an astigmatism of up to – 2.50DC, and offer thinner and lighter lenses at no extra charge.

Frames

What material do you use to make your frames?

Currently our frames are made from high quality Italian acetate, this makes our frames lightweight and durable and are available in a large array of unique colours.

We are constantly in the process of bringing out new designs made from different high quality materials. If you would like to know more, sign up to our mailing list to be the first to know when these frames are ready for purchase.

Where are your frames manufactured?

All of our frames are designed in London and manufactured in Italy. Each one of our frames go through a 72 step manufacturing process before they are ready to be glazed with your prescription lenses. Check out this video to see how we’ve made your next pair of glasses.

Can I find the same frames elsewhere?

No, our frames are unique to us. As we design our own frames, and personally chose the colours, our frames will not be available anywhere else in the world. We believe that everyone should look unique, and that’s why we only make a limited quantity of each frame – so grab them whilst they are still here!

How can I be sure that the frames I chose will fit me correctly?

We go through a number of methods to ensure that the frame will sit perfectly on your face. However, we can never be sure that the frame will fit absolutely correctly, every face is different.

Beneath each frame we have given you a series of numbers, which represent frame measurements in millimeters:

49 – 21 – 140 

[49] Lens Size: The width of each lens

[21] Bridge Size: The width of the bridge (distance between the lenses)

[140] Arm Length: Full length of the arm

If you currently wear glasses, these measurement should be on you current frames and would be a good indication of which frame size would suit you best.

We also offer a free home trial service, where you can try on one of our glasses before you place your final order. For more information see our Home Trial section

Will my frame lose its shape after wearing it?

We use high quality durable materials including Teflon coated hinges, so each time you open and close your glasses will feel the same as they did the first time you put them on. Our frames should retain its shape, however we know from time to time this may not be in our hands. In which case you can always pop down to your local opticians or come and visit us at one of our pop up stores for a free adjustment.

Sign up to our mailing list so you can keep up to date with forthcoming pop up locations.

What if I need to adjust the frame?

If you feel your glasses are not fitting well, please come down to one of our pop up stores for a free adjustment or pop into your local opticians and we’re sure they would be happy to help.

How often do you bring out new ranges of glasses?

At Chakshu headquarters we are always looking to expand our range, so each one of you can find the perfect pair of glasses. We are currently working on a bringing out a new range each season, but please sign up to our mailing list so you can be the first to know.

Home Trial

What is the home trial?

Our free home trial is where you can choose up to 4 frames at a time to try out at home before committing to order them, also as a bonus you get to show them off to your friends and family!

They will be sent to you within 1-3 working days by special delivery (please note this means they will need to be signed for). You then have 7 days to try them out before sending them back to us using the pre-paid postage label provided.

Why do you require my credit/debit card details if it’s free?

This is purely for security reasons, you will not charged for this service.  

However if the frames are returned to us in a damaged condition or if we have not received them back within 14 days, then you will be charged £100 per frame, this is the retail price for the frame only without prescription lenses.    

I live outside the UK, can I still do the Home Trial?

Unfortunately we do not offer this service to customers living outside of the UK.

When will I know my Home Trial has been dispatched?

We will send you an email confirming when we have dispatched the chosen frames, you will also receive a tracking number so you can track your package.

How do I return my home trial?

With your home trial you should receive a prepaid special delivery postage label, attach this to the outside of the cardboard packaging and send back to us from your local post office. If you do not receive this postage label, please contact us at help@chakshu.co.uk

Order

What do I need before placing an order?

To order glasses with your prescription lenses, we require your most recent prescription. A usual prescription will be valid for two years after your sight test, unless stated otherwise by your optometrist.

During the order process, we will require you to upload a scanned copy or photograph which should be signed by your optometrist to ensure it is valid. This should be given to you at the end of your sight test, you can request one if  it isn’t.  

If you are unable to provide the prescription copy at the time of your order you can email it to us later at prescriptions@chakshu.co.uk. We can hold your frames for 5 days, until we receive the copy. We will require this before the order can be completed.  

We also require your Pupillary Distance (PD) which is the distance between the pupils of your two eyes.

 

How do I place my order?

We pride ourselves on our simple ordering system, however should you need any assistance during the ordering process please email us at orders@chakshu.co.uk.

Can I track my order?

Yes, at Chakshu we want you to be able to follow the process. You will receive a tracking number via email or text message once your order has been dispatched. You can then visit Royal Mail to track your order.

Can I buy a pair of glasses for someone as a gift?

Yes, you can choose any of the glasses on our website as a gift. If prescription lenses are needed we will need a copy of their prescription and their PD measurement. If you are unsure of this information you can purchase the frames only and your gift receiver can then contact us with regards to the prescription lenses.

Payments

What payment methods do you accept?

We accept all major credit and debit cards. This can be done via our secure online system.

 

Do I have to pay an extra fee if I pay with credit card?

No, there will be no extra fee for paying with credit card.

When will the money be deducted from my account for my order?

As soon as you have placed your order, the money will be deducted from your account straight away. Although it can take a little while for this to show up on your bank statement.

What happens if my payment does not go through?

If your payment method has been declined, please try again with an alternative payment method.

Will I receive a receipt of my order?

You will receive a full itemised receipt in an email once your order has been processed.

Can my health insurance pay for my glasses?

Although we can not take direct payment from your health insurance provider, usually you can have the amount paid reimbursed by them. However please check with your health insurance provider for full terms and conditions.

Delivery

Where do you deliver to?

We offer free standard delivery within the UK. However, if you would like to order from outside the UK, please get in touch with us at orders@chakshu.co.uk and we will do our very best to help.

How long does it take for my glasses to arrive once I have placed my order?

Depending on the type of lenses you require for your glasses this can vary. For single vision lenses, your glasses will be with you within 5-7 working days. For varifocals, they will be with you within 7-10 working days.

We do offer Express delivery for an extra charge should you need your glasses any faster, this would be within 1-3 working days for single vision and 5-7 working days for varifocals. 

Once you have placed your order, we will be able to provide you with a more accurate delivery date. 

How much is delivery?

Standard Delivery: FREE (You can expect your delivery within 5-7 working days for Single Vision lenses and 7-10 working days for Varifocal lenses)

Express Delivery: £8.00 (Your order will be processed quicker, and you can expect your delivery in 1-3 working days for single vision and 5-7 working days for varifocals.)

EU and Worldwide delivery: Please contact us at orders@chakshu.co.uk for further information.

What happens if I have not received my glasses yet?

Once your order has been dispatched, you will be emailed a tracking number whereby you can track your order on Royal Mail However if you are having difficulty doing this, please email us at orders@chakshu.co.uk and we would be more than happy to check the progress of your purchase for you.

What’s included in my delivery?

Chakshu glasses come with a beautiful handmade case and a Chakshu nanofibre cleaning cloth.

Will someone have to be at home to receive my delivery?

Yes, we will require someone to be home to sign for the package, we want your glasses to be well looked after on their journey to you!

Returns, exchange and cancellation

Can I cancel my order?

Don’t worry! It’s ok to change your mind, just contact us on orders@chakshu.co.uk within 24 hours from when you placed your order and we will give you a full refund within 14 days.

I've received my glasses, but would like to return them? How can I do this?

Here at Chakshu we hope that you are fully satisfied with your new glasses. We therefore offer a 28 day returns policy. For non-prescription glasses, you will receive a full refund, minus a delivery fee of £7.00. For prescription glasses we offer an exchange for the same value, since the glasses have been made specifically for you.

Email us at orders@chakshu.co.uk within 28 days of receiving your glasses to arrange a refund or exchange.

What happens if my glasses have arrived and they are damaged?

Every precaution possible is taken to ensure your glasses arrive in perfect condition. However if they do arrive damaged please notify us at orders@chakshu.co.uk within 24 hours and will exchange them for you.

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