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  • How to get your pupillary distance

    If you cannot have this information through your ophtalmologist or your optician, you can proceed the following way: you can ask a friend to help you measure it, nevertheless it is not that accurate that is why we recommend this only if you have no other options: your friend puts a ruler above your eyes, adjusting the measure 10 cm in the middle of your nose to make the measurement easier. To measure the right half pupillary distance: face to face, you stare at your friend's left eye while he measures the distance between your right pupil and the middle of your nose. To measure the left half pupillary distance: face to face, you stare at your friend's right eye while he measures the distance between your left pupil and the middle of your nose. To give you an idea, the average pupillary distance is about 31.5 mm.

     

    You received your order but cannot see clearly with your lenses

    If you encounter this kind of issue, you need to contact us within 30 days from the delivery of your package. If the delay is exceeded, no solution can be offered. We will first be checking that the prescription that you provided is correct. We will be checking every detail in order to provide you with the best solution. We recommend you to write to our optical service, to Jeff at : prescriptions@polette.com and send your prescription and pupillary distance and he will answer you within 24h.
    We will always find a solution to bring you satisfaction.
    In case you have made a mistake writing down your prescription, the lenses will remain at your own cost. In case it is a manufacturing defect, we will send you your lenses at our cost.

     

    How to chose a tint on plain lenses

    You can absolutely chose a tint and a level of tint for all of our eyeglasses.
    You can pick among these colors: black, blue, red, yellow, brown, green, pink or even grey or brown for photochromic lenses that are clear indoors and darken outdoors.
    You can get different levels of tints on your lenses: 25% (the clearest) 50% (the average) 85%.(the darkest)
    25% : mostly a really light tint on your lens.
    50% : a light tint.
    85% : equals traditional sunglasses.
    You can also get a gradient tint: 25% on the lowest part of the lens, 50% on the middle and 85% on the upper part of the lens.

    You should know that if you order tinted lenses, they won't be mirrored.

     

    You have a strong prescription and you need to choose your frames and lenses index level

    For the record, with strong prescription you should take into account the size of the frame: the bigger it is, the thicket the lenses will get.
    For prescription from +/- 3 to +/- 5 If you chose an average sized frame you can pick the 1.67 index level, which will be perfect in terms of thinness and wear – scratch- resistant and anti-reflective coating offered on all of our lenses except on our fashion lenses-.
    Over that values we advise our 1.74 index level. Regarding prescriptions over +/- 4.00, our opticians highly recommend you to choose an acetate or faux wood acetate frame from our category L'Atelier.

     

    You need progressive lenses and want to know more about our expertise

    We offer progressive lenses, all anti-reflective and scratch-resistant.
    I advise you to send your prescription to Jeff - our lead optician- to prescriptions@polette.com so that he can guide you through the choice of your lenses according to your correction.

    Concerning the wear of ADD lenses- as every prescription lenses- the centering of the correction on the lens is made thanks to your pupillary distance.

    The pupillary distance is the distance between the centers of the pupils in each eye. This measurement has to be given to you by your optician or your ophtalmologist and allows us to correct the lens with much accuracy.

    The segment height can be taken into account for simple progressive lenses. We have made the choice of offering you last generation ADD lenses that allows you a large field of vision, which gives you a total comfort and a very easy adjustment.

     
  • You want to choose a frame but are scared it will not fit you.

    First of all, you should know that you can buy several frames with fashion lenses, try them home and then send them back to our return center to get a voucher or a replacement then place your final order with all the options you need. This is a good solution to try our frames on and make a good choice in order to be sure it fits you perfectly.
    Then, if the frame just needs to be adapted to the shape of your face you can contact us and we will help you to adjust them.

     

    If the frames does not fit you, how can you send us back your order?

    If your glasses do not fit your face, you can send them back to our after sale service – at your cost- in order to get a replacement or a voucher of the price of your frame and shipping fees only.

    Once the package is sent, please send an email to alice@polette.com with the name of the frame you wish to replace it with. We offer a virtual tryon online that allows you to try all of our designs straight from your webcam.

     

    How is our virtual try on working ?

    Here are the different steps in order to use the virtual try-on:
    You just need to chose the frame of your choice, then take a picture thanks to your webcam by hitting the 'Camera' spot. Once this done, you will see two small rounds appear then you will just have to position them on your pupils and then click on the green V.
    Then, you simply need to click on OK and the frame position itself on your face.

     
  • Exchange and refund conditions

    Only the customized products are not refundable nor exchangeable. If your frame has no corrective lenses nor tint, you can get a voucher or a refund. If your lenses are customized, our services will make some verifications before a solution can be offered. The accessories are not refundable nor exchangeable. For more information, click on this link: http://www.polette.com/en/terms-of-service/

     
  • Can your healthcare insurance pay you back if you purchase on polette.com ?

    We are not affiliated to any social security organization. Therefore you cannot be refunded when buying on polette.

     
  • What is our delivery time?

    Our delivery time is about 10 to 20 days to Europe, and 20 to 25 days to the United States of America, Canada, Australia, etc.

    If you get prescription eyeglasses, please keep in mind the 2 days needed to conceive single-vision lenses and 6 days for progressive lenses and sunglasses.

     
  • Do we have other options but Paypal to pay through your website?

    You just need to check the option: Payment through Credit Card directly on the Paypal platform and you will then be redirected on a Paypal page but for direct payment.

    Then you can enter your bank account information and will be redirected towards our website to validate the payment by clicking on the tab Validate/ Continue on the bottom of the page.