FAQ

Contact us

Our customer care team is based in London and available to answer any queries Monday to Sunday from 10:30 am to 7:00 pm GMT.

Email: info@prismlondon.com

Call: +44 207 935 5407

Delivery

UK delivery time and cost
To deliver within the UK, PRISM uses DHL courier express service. This is an overnight service and has a tracking facility. The cost is £5 per delivery. PRISM endeavours to have your order delivered to you within 3-5 business days. Please note, that PRISM will not be held responsible for delays or unforeseen delivery issues.

For prescription glasses, PRISM endeavours to have your order delivered to you within 10-14 days.

International delivery times and costs
International delivery is by Fedex Priority couriers. Delivery times and costs vary depending on your location and size of package. Please see the table below (delivery times are not for optical orders with prescription lenses):

For optical glasses with prescription lenses, add 5-7 days to the delivery times listed in the table above.

Order tracking
Once your order has been dispatched, you will receive an email, which contains your order tracking number for either DHL (UK orders) or Fedex (international). Track your order via the carriers website.

Taxes and duties
For all deliveries within the EU – taxes and duties are included in the price.
For deliveries outside EU – taxes and duties will need to be paid on receipt of goods. Fedex will call you directly when the goods enter the country in relation to payment of duties when applicable.
Please be aware of your regions duties and taxes thresholds.

Returns, exchanges and refunds

Returns Policy

• Returned goods must be returned within 14 days after delivery. Upon receipt of goods and subject to the below, a refund will be issues within 3 days.
• Returned goods must be in perfect condition, unworn, undamaged, unaltered and unwashed.
• Returned goods must have all labels and tags intact.
• Goods must be returned in its original packaging.
• Swimwear must have all labels and hygiene strip intact.
• Postage charges are non-refundable.
• Gift card purchases are non-refundable.
• Returned goods must be marked as “a return with no commercial value” in order to avoid any customs charges.
• The cost of return shipping is the customer’s responsibility.
Sale items are non-refundable, therefore please take note of current sale terms and conditions. Items marked 70% off are final sale. We will not accept returns or exchanges on these items. 
• Items purchase online may be returned or exchanged in our London boutique.

Exchange Policy

• For any reason, you can exchange all or part of your order subject to them being returned undamaged.
• PRISM will pay the cost of shipping your exchanged goods to you on the first exchange only. This means that shipping costs for any subsequent exchanges on the same order will be paid by you.
• Optical glasses that have been fitted by PRISM with prescription lenses, can be exchanged only once if the frame does no fit.
• Prescription lenses that can’t be worn can be exchanged only once for new prescription lenses subject to a prescription lens check. It is ultimately at PRISM’s discretion whether the prescription lenses should be exchanged or a refund on the lenses will be offered.
• Return shipping costs is the customers responsibility.

Returns how-to (from within the EU)

1. Within your delivery, you will receive a PRISM returns information form
2. Fill out the returns information form.
3. Package the goods carefully.
4. Deliver the goods to PRISM by your chosen carrier. It is recommended that you are covered by insurance. Any loss or damage of the goods in transit is the customer’s responsibility.
5. Return address is – PRISM, 54 Chiltern St, London, W1U 7QX, United Kingdom

Returns how-to (from outside the EU)

1. Within your delivery, you will receive a PRISM returns information form
2. Fill out the returns information form.
3. Package the goods carefully.
4. Clearly state on any documentation if shipping from outside of the EU (both internally and externally), “a return with no commercial value” to avoid any customs charges. Any customs charges incurred are payable by the customer.
5. Deliver the goods to PRISM with your chosen carrier. It is recommended that you take insurance. Any loss or damage of the goods in transit is the customer’s responsibility.
6. Return address is – PRISM, 54 Chiltern St, London, W1U 7QX, United Kingdom

Account

Account setup
When purchasing an item from PRISM, you don’t need to create a new account you can just checkout as a guest. However, we recommend you set up an account to save time entering your delivery and billing details next time you wish to make a purchase. We do not store your credit card details.
Privacy
PRISM respects and regards highly the privacy rights of its online users. Please refer to PRISM’s privacy policy for further details by clicking here.

Unsubscribe from newsletter
If you prefer not to be contacted by us, you may email us at info@prismlondon.com to request being removed from our mailing list.

Product information

Care instructions
Within each product page, under the drop down “Care”, you can find the recommended care instructions.

Size guide

Sale items
PRISM has seasonal sales, which we will notify you of by email if you have opted in to email communication. Please note that goods marked as ‘final sale’ or otherwise specified on the product page or within the terms and conditions are non-refundable.

Ordering and payment

Pricing
All prices shown are including VAT.
Alternative currencies to GBP are available including USD, EUR and AUD.
Taxes and duties
For all deliveries within the EU – taxes and duties are included in the price.
For deliveries outside EU – taxes and duties will need to be paid on receipt of goods. Fedex will call you directly when the goods enter the country in relation to payment of duties when applicable.
Please be aware of your regions duties and taxes thresholds.
Shop
Find your item by searching through the filtered navigation at the top of the page. You can filter by item type, style and colour. Once you have found your item, on the product details page, select your size click the “add to basket” button. Continue shopping and add as many items as you wish to the basket before check out.

Placing an order
From the basket, you can change quantities of items you wish to purchase or add a discount code when applicable.

Once the basket is complete, click on the “Checkout” button, which will take you to the shipping and billing details page. Here you can also sign up for the PRISM newsletter, which will keep you up to date with events and offers.

Despite efforts to ensure stock availability, please note that occasionally stock runs out and we will notify you by email in the event that this happens.

Phone orders
You may call our customer service number to place an order over the phone. Our customer care team is based in London Monday to Saturday from 10:30 am to 7:00 pm GMT.
Call: +44 207 935 5407

Payment
Payment methods include: Visa Debit, Maestro, MasterCard, and American Express.
You can either pay directly through Sagepay on the website or alternatively Paypal.

What should I do if my order hasn’t been delivered?

If you’re order hasn’t been delivered within 5-7 days, please contact info@prismlondon.com

Can I cancel or amend my order once it’s been placed?

We aim to process orders as quickly as possible, which means you’ll be unable to make any changes once it’s placed. However, we will do our best to help accommodate you if you promptly email info@prismlondon.com with your request.

Optical prescription lenses

What kind and range of prescriptions can be filled?
We offer only single vision prescription lenses for optical. This means only for near (reading or far (distance) prescriptions. (this means we do not offer multifocal lenses at this time).
Prescription ranges that can be filled are:
Sphere (SPH): -4.00 to +4.00
Cylinder (CYL): up to +2.00

What prescription lenses do you provide?
All optical prescription lenses are the following:
• Manufactured and fitted by leading international lens manufacturer and lab HOYA
• 1.6 high index
• Antiglare coating
• Antiscratch coating
• 100% UV protection

Having a valid prescription (within 2 years)
It is recommended that you have an eye examination every two years. We check every prescription to make sure that it has been taken within two years and if it has expired will notify you. When you have your eye examination, make sure to ask your optometrist to include the pupillary distance (PD) measurement on the prescription.

Important measurement needed: pupillary distance (PD)
The pupillary distance (PD) is the measurement in millimetres between your pupils. It is important for us to have your PD so we can ensure the lenses are centred on your eyes perfectly.
Your optician/optometrist should have your PD on file but they can be reticent to provide it. If so, please let us know and we will help you attain it.

Prescriptions with a prism correction.
Unfortunately at this stage, we do not offer these prescription lenses.

How do I submit my prescription?
We will need a copy of your prescription to fulfil the order. To do this, on the product page you can upload a scanned/photo copy or select to send it later.

How do I order multiple pairs of glasses with different prescriptions?
If you are interested in one pair of glasses for reading and one for distance or two pairs for two different people, please place a separate order for each pair. If they are being delivered together to the same address, in the comments section of the shopping cart, note that these pairs should be shipped together and we will refund the shipping as required so you are not being double charged.

Problems with adjusting to your new prescription lenses.
Sometimes it takes a few days to adjust to a new prescription, but if you are having ongoing trouble with your prescription glasses, please contact us and we will determine the issue in order to find a solution, which may include a free lens replacement.

Can my order be gift-wrapped?

Yes, for specially gift-wrapped items please send an email enquiry to shop@prismlondon.com. A special note can be sent with the wrapping if required.

Press

Who do I contact if I have a Press or marketing enquiry?
For all enquiries, please email: press@prismlondon.com or write to the following address: Press Department, PRISM, 25-27 Lonsdale Rd, London NW6 6RA.

Provide feedback

We would love to hear your feedback on our product and service.

Please email info@prismlondon.com with your feedback.

Wholesale enquiries

Who do I contact if I would like to stock PRISM?
For all wholesale and stockist enquiries please email: sales@prismlondon.com