Frequently Asked Questions - (FAQ)

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1. What If I want prescriptions in my frames? 

If you want prescription lenses with your frame (purchased from our online store), we would need a Prescription that's valid within the last 12 months minimum (1 year) and it should include your Pupillary Distance Measurement (PD). 

2. How do I get my Prescription + (PD)?

You can request your Prescription from your optician, once you've had an eye test. Please also ask for your Pupillary Distance Measurement (PD). 

By law (UK Opticians Act 1989), your optician must provide you with a clear and legible copy of your prescription.  

Note: We can not provide prescription lenses without a prescription.

3. What is Pupillary Distance (PD) and how do I find out my measurement?

PD is the distance between the center of your left eye to the center of you right eye. You can get your PD from your optician as they are legally obligated (UK Opticians Act 1989) to provide this information upon request along with your prescription once you've had an eye test.

4. How can you sell Designer Frames at these prices? 

We can do so because of the connections we've made with several UK / EU Wholesalers whilst working in the optical retail field in the high street for over 6 years. In stores such as Vision Express, Specsavers and established local independent opticians.

Find out more by checking out our 'About Us' Section.

5. Do you sell some of the same services I would find in a high end retail store? 

Yes we offer the following services;

- Prescription Glasses 

- Prescription Sunglasses

- Anti Reflection Coating - (MAR) 

- Thinned down lenses (1.6 |1.67 |1.74)

- Tinted lenses that come in Grey, Green and Brown. 

- Photochromic Lenses - (Transition Lenses) 

Check out our 'Prescription Service' Section for details and pricing.

6. Who or What is Heph Atelier? 

Heph Atelier is a privately owned limited company run by a small team that provides designer eye wear goods, without the hefty price tag usually associated with it. 

7. Where do you source your products from? 

We only source our products from Wholesalers and Licensed Opticians throughout the UK / EU.

8. What type of payments do you accept?

All Major Debit/Credit Cards including Visa, MasterCard, American Express and of course PayPal.

9. What is your Refund Policy? 

Our refund policy is simple, you can return your items within 14 days of receiving it, however you will have to pay for postage. In addition, the frames must be in the same condition in which it was received, and it should include all items that were in the original package. 

You can find more info by visiting our Refund Policy section.

10. What If I want to return my glasses with the prescription lenses? 

No problem at all, however we will refund the amount paid for the glasses but NOT the lenses. So please try to make sure you are happy with your prescription before ordering. 

 You can find more info by visiting our Refund Policy section. 

11. How strong a prescription can you provide lenses for?

We provide lenses with a power ranging between (+5.00) and (-5.00).

We provide lenses with a CYL that ranges between (-1.25) and (+1.25)

12. Do you offer Exchanges? 

No, unfortunately we don't offer exchanges.

13. How long will my glasses take to arrive? 

UK Delivery | 2 - 5 working days approximately.

EU Delivery | 5 - 7 working days approximately.

International Delivery | 7 - 10 working days approximately.

If there are any delays you will be notified immediately. In addition a royal mail tracking number will be provided.   

14. Do you ship to the UK, Internationally, Worldwide?

Yes, we deliver worldwide, delivery times will vary based on country / region.

15. Do you offer refunds for delivery fees when returning items?

No, unfortunately we do not, you will have to pay for returns postage.

You can find more info by visiting our Refund Policy section.  

16. Are you Opticians? 

No, we are not opticians. However we do trade and work closely with licensed opticians in order to ensure the correct lenses are produced in accordance with your prescription.

17. Who will be producing my prescription lenses? 

Licensed opticians who will work with us as 3rd party sub contractors.

18. Can you read my prescription from my current glasses? 

No, unfortunately we would not be able to as that isn't possible.

19. Can I use my contact lenses prescription to order from you? 

No, this wouldn't be possible as the prescription for contact lenses are not the same as the prescription for glasses. 

20. What are the prescription lenses you provide made of? 

They are made from Plastic Varieties or Polycarbonate.

21. Don't plastic lenses scratch? 

The plastic lenses and polycarbonate lenses that we acquire for your prescriptions are built to be quite resistant. That being said they will only scratch if not handled with care.

22. I made a mistake when ordering my glasses? What can I do? 

Do not worry, first contact us via email heph.atelier@gmail.com and we will cancel the order if the item hasn't been shipped. In the case that it has shipped, simply return the item for a full refund within 14 days of receiving it with all of it's original packaging. 

Please Note - You will have to pay for returns postage.

23. I made a mistake when ordering my **PRESCRIPTION** glasses? What can I do? 

Do not worry, first contact us via email heph.atelier@gmail.com and we will cancel the order if the lenses for the item hasn't been produced and issue you a full refund. 

However, In the case that it has been produced, we will refund the amount paid for the glasses only but NOT the lenses.

24. Can I reserve frames? 

No, unfortunately you can't. However if a frame you like is out of stock we can notify you when it's back in stock if you contact us as heph.atelier@gmail.com.

25. Can I request for a specific frame that is not listed? 

Yes you can and we will try our best to source that frame. However we can offer no guarantees. 

26. What if my frames need adjusting after I receive them? 

Unfortunately we do NOT offer fittings, if you would like your frames to be adjusted please search for a local alternative. 

27. Do you sell Prescription Sunglasses and other tinted lenses? 

Yes we do, please refer to our 'Products' page for more info.

28. Do you sell Bifocal / Varifocal (Trifocal) Lenses?

No unfortunately at this time we do not, we only sell single vision lenses.

29. Can you re-glaze my existing frames?

No, unfortunately we do not offer this service. 

30. I have a question that isn't answered here? 

No problem send us your query via the 'Contact Us' section.