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Frequently asked questions

Most of what people ask us comes down to one thing: we are a practice first, a shop second. Our optometrists are qualified and examine every prescription before we dispense anything — the answers below follow from that.

Eye examinations

Do I need an appointment?

We recommend it. We have one examination room and qualified optometrists on rotation, so slots are genuinely limited — walk-ins are welcome but may wait. Book a slot here.

Which examination should I choose?

If you simply need to check whether your prescription has moved, a Vision Test is enough. If it has been a couple of years, or you have a family history of glaucoma or diabetes, choose a Standard or Comprehensive examination — those include retinal and pressure checks that a refraction alone will not catch. If you are unsure, book a Standard and we will tell you honestly if you need more.

Can I choose my optometrist?

Yes. Each of our optometrists is qualified and has a different focus — complex prescriptions, progressive dispensing, contact lenses — and their days differ. The booking page shows who is in when.

How long does it take?

Between fifteen minutes for a vision test and an hour for a paediatric examination with vision therapy assessment. Allow extra time if you plan to choose frames afterwards; that is the part people underestimate.

Prescriptions and lenses

Can you use a prescription from another optometrist?

Yes, if it is recent. We will still take our own fitting measurements — pupillary distance and fitting heights are specific to the frame you choose, not to the prescription, and no external prescription includes them.

My last progressives never felt right. Will these?

Usually the problem was centring rather than the prescription. Bring the old pair when you come; measuring where the corridor actually sat on your face tells us a great deal in about a minute.

How long do lenses take?

It depends on the prescription and the coatings — a simple single-vision lens is quick, while a high-index progressive with a bespoke tint is surfaced to order. We will give you a date at the time of dispensing rather than a guess now.

Do you do bespoke tints?

We do, mixed in-house. It is the same work behind the Vintage Wall. Any depth or gradient you like, on prescription or plano.

Can sunglasses be made to my prescription?

Yes. Almost every pair in the boutique, including our own Optique Atelier frames, can be glazed to your prescription — polarised or plain, in any tint we carry. Bring your prescription, or have it checked with us first.

Buying

Why can't I add some frames to my basket?

Pieces from Cartier, Chanel, Henry Jullien and Daniel Swarovski are held at the boutique and fitted in person. At those price points a frame chosen from a photograph is a frame chosen badly, so we ask you to request a private viewing instead.

Can I order prescription lenses online?

You can choose and reserve the frame online, but the lenses are dispensed at the boutique. The measurements have to be taken on your face in the frame you have chosen.

Are the Vintage Wall pieces original?

Yes — original frames from the nineties and early two-thousands, with original hardware, usually finished with our own tints. They are single pieces, so when one goes it is gone. See the Vintage Wall.

Aftercare

Can you adjust or repair spectacles you didn't sell me?

Yes. Bring them in — re-fitting, nose pads, hinges and ultrasonic cleaning are often done while you wait. Book ahead if you'd rather not wait: repairs and adjustments can be scheduled as an appointment the same way an eye test can.

Do you fit contact lenses for first-time wearers?

Yes, and we include a training session covering insertion, removal, hygiene and care. Nobody leaves without being able to handle their own lenses confidently.

How do I look after my eyewear?

Clean lenses only with water and a microfibre cloth — tissue and shirt cuffs scratch coatings. Store frames in a case rather than a bag; a temple bent by being tossed loose in a handbag is the most common repair we see. Rinse contact lenses in fresh solution each time, never tap water, and replace the case every three months.

Returns, guarantees and delivery

What is your return policy?

Frames are returnable within 15 days in original, unused condition. Prescription lenses are surfaced to your eyes and are non-refundable, but remade free of charge if the error was ours. Sealed contact lens boxes can be exchanged within one year of the printed expiry date; opened boxes are considered case by case. Vintage Wall pieces are exchange-only within 15 days, with no cash refund.

Who pays for return shipping?

We do, if the return is due to our error or a manufacturing defect. For a change of mind, return shipping is the customer's responsibility. Approved refunds go back to your original payment method.

What if my prescription turns out to be wrong?

We remake your lenses free of charge within 30 days of dispensing, if the error was in our refraction.

What if I can't adapt to my new progressives?

We remake them once, in a different progressive design at the same tier, at no charge. If that still doesn't work, we downgrade you to single vision and refund the price difference.

Do frames carry a warranty?

Yes — 12 months against manufacturing defects such as hinge failure, solder joints and coating delamination. This excludes accidental damage, normal wear, and Vintage Wall pieces.

What are your delivery terms?

Free delivery above ₹2,500, 3–5 working days, prepaid only — we do not currently offer cash on delivery.

Not answered here?

Call +91 98990 16027 or write to customercare@optique.in