Frequently Asked Questions
Ordering & Delivery
How does the ordering process work?
Select a frame, provide your child's prescription details and PD measurement, and complete checkout. All orders are reviewed by a registered Dispensing Optician before dispatch.
What do I need to order?
You'll need:
- A valid prescription for your child (less than 2 years old)
- Your child's pupillary distance (PD) measurement
- Your child's date of birth
How long does delivery take?
Once approved by our Dispensing Optician, orders typically take 5-7 working days for delivery.
Prescription & Measurements
Where do I get my child's prescription?
Your child's prescription is provided by your optometrist after an eye examination. By law, they must provide this to you free of charge.
How do I measure PD?
PD (pupillary distance) should ideally be measured by an optician. If measuring at home, follow our PD guide (link to guide when available).
What if my child needs special lenses (e.g., MiYOSMART)?
Select the appropriate lens type during checkout. Our Dispensing Optician will verify suitability for your child before proceeding.
Safety & Compliance
Who reviews my child's order?
Every order is reviewed by a registered Dispensing Optician (DO) who verifies the prescription and ensures the frame/lens combination is safe and appropriate for your child.
Why are some prescriptions flagged or rejected?
UK law requires additional care for children under 16. Our Dispensing Optician may flag orders for additional checks or reject them if the prescription falls outside safe parameters for remote dispensing.
Is this service GOC compliant?
Yes. All dispensing decisions are made by a registered Dispensing Optician in accordance with General Optical Council requirements for under-16 dispensing.
Returns & Refunds
What is your returns policy?
See our full Returns Policy for details on returns and refunds.
What if the glasses don't fit?
Contact us within 14 days of receipt. We'll arrange a return and replacement at no additional cost.
Payment & Pricing
When am I charged?
Your payment is authorized at checkout but only captured after our Dispensing Optician approves your order.
What if my order is rejected?
If your order cannot be fulfilled, your payment authorization is cancelled and you are not charged.
Still Have Questions?
Contact us at support@relensify.co.uk or visit our Contact page.