FREQUENTLY ASKED QUESTIONS

PRESCRIPTIONS

How do I find out what my prescription is?

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


We offer eye examinations at Chakshu London opticians, based within easy reach of Camden Town, Regent's Park and Primrose Hill. 

How do I send my prescription?

You can email a scanned image or photograph of your prescription to info@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 (PD), 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) 

Method:

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: Please email a copy of your selfie to info@chakshu.co.uk, along with a copy of 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.

Can I order lenses for any prescription online?

We currently offer prescription lenses online for anyone that has a SPH value no greater than +/-6.00 and a CYL value no greater than -2.50. Stronger prescriptions require more precise measurements to be taken. If your prescription is stronger than this, please visit us in store to order your glasses. 

SUNGLASSES

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 reflection from water, snow and other light reflecting surfaces is cut out. 


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

What are Sensity lenses? 

HOYA's Sensity lenses are 100% UV protected and are activated by UV light exposure and turn dark when you go outdoors and return to clear when you go indoors. They are great for people who spend a lot of time outdoors and don't want the hassle of having to swap from sunglasses to glasses.

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

We have chosen colours for the lenses that we feel match 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. 

FRAMES

What materials do you use to make your frames?

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

Where are Chakshu London frames manufactured?

All of our frames are desgined in London and manufactured in a small family run factory 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.

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!

Will my frame lose its shape after wearing it?

We use high quality durable material 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 in our store for adjustments.

What if I need to adjust the frame?

If you feel your glasses are not fitting well, please come down and visit us in store for an adjustment or pop into your local opticians and we're sure they would be happy to help.  

LENSES

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.

Do I need to pay extra for my lenses?

Chakshu London glasses include 1.5 index Hoya lenses with their premium Hi-Vision Longlife coating. Thinner lenses are available at an additional cost. 


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. 

Where are the lenses fitted?

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

Do you sell contact lenses?

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


We do provide contact lens services at Chakshu London opticians, come visit us in store with a valid contact lens prescription to purchase contact lenses. Alternatively you can book an appointment with one of our optometrists for a contact lens fittings or aftercare.

VARIFOCAL LENSES - Available in store only

Why am I not able to order varifocals online?

Additional precise measurements are required to ensure you will get the best possible vision with varifocal lenses. These are best taken in person by experienced optical staff, please visit us in store if you are interested in purchasing varifocal lenses. 

What are varifocal 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. 

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 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 your face. Pop back in to our opticians and we will happily adjust them for you.

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 there is a £15 delivery charge. Please select select international delivery at the checkout stage.

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

All orders will be delivered within 7-10 working days. 


Please note we can only process the order for prescription glasses once we have received a copy of your prescription and PD via email to: info@chakshu.co.uk

What happens if have not received my glasses yet?

Once your order has been dispatched, you will be emailed a tracking number which you can use to track your order on Royal Mail. However if you are having difficulty doing this, please email us at info@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 London glasses come with a convenient foldable case and a Chakshu nanofibre cleaning cloth.

Will someone have to be 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!

ORDERS

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. 


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


As we would like to ensure your glasses are made to the correct prescriptions and the measurements are accurate, you will be required to email us a scan or photograph copy of prescription and your PD (or selfie with standard card if you do not know your PD - see Prescriptions tab) to info@chakshu.co.uk. Please ensure the recall date is in the image that is sent to us. 


We will not be able to process your order until we have received this. You will receive a confirmation email once your order has been placed, please reply to this with your prescription and PD details. 


We can hold your frames for 5 days, until we receive the copy. We will require this before the order can be completed. 

How do I place my order?

We pride ourselves on our simple ordering system, you will be prompted along the way with what is required for us to be able to process your order. 


Should you need any assistance during the ordering process please call us on 0203 981 2907 between 10:00am -  6:00pm Monday to Saturday, and 11:00am - 4:00pm on Sunday. Alternatively please email us at info@chakshu.co.uk


As we would like to ensure your glasses are made to the correct prescriptions and the measurements are accurate, you will be required to email us a scan or photograph copy of prescription and your PD (or selfie with standard card if you do not know your PD - see Prescriptions tab) to info@chakshu.co.uk after you have placed your order. Please ensure the recall date is in the image that is sent to us. 


We will not be able to process your order until we have received this. You will receive a confirmation email once your order has been placed, please reply to this with your prescription and PD details. 


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 a credit card?

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


When will the money be deducted from my account for the 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. If you continue to have problems please call us on 0203 981 2907 or email us at info@chakshu.co.uk.

Will I receive a receipt of my order?

You will receive a full itemised receipt via 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. 


We accept Edenred VDU vouchers at Chakshu London opticians.

RETURNS, EXCHANGE AND CANCELLATION

Can I cancel my order?

Prescription glasses are a bespoke item, hence once we receive a copy of your prescription via email we will process the order to your specifications straight away. You will no longer be able to cancel the order once we have processed the order at this stage. 


If you have gone through the checkout process and have not sent us the prescription, then you will be able to cancel the order for a full refund. 

Can I exchange the frames as I no longer like the ones I have ordered?

Prescription glasses are a bespoke item, once the glasses have been ordered to your specifications we will not be able to exchange them. 

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 info@chakshu.co.uk within 24 hours and we will exchange them for you.

I cannot get on with my new glasses, what should I do?

Our glasses are quality checked by our fully qualified Chakshu optometrists to ensure they match the prescription and PD measurements provided. 


We always advise a period of adaptation (up to two weeks) to any new prescription, especially if there has been a large change. However you may need to visit your opticians if you feel that you are unable to get used to the new prescription. 


If you require further assistance, you can call us on 0203 981 2907, email us at info@chakshu.co.uk or visit us at info@chakshu.co.uk, based within easy reach of Camden Town, Regent's Park and Primrose Hill.