Frequently Asked Questions


Payment

Q: How can I pay at Roope Vintage?

We accept all major credit and debit cards, Paypal, Google Checkout, personal cheques, postal orders and cash.

Q: How secure is it to pay on your website?

All payments are processed via a third party payment provider (Credit or Debit Card Transactions are processed by Proxy). We never gain access to your credit card details at any time, we do not keep them on file. All payments are also handled via a 128BIT SSL secure connection.

Q: Can I pay over the phone?

Yes, we can process payments and orders over the phone, you can call us on 01727 761048.


Delivery

Q: Do you ship frames abroad?

Yes, we do ship frames and sunglasses worldwide.

Q: How much does shipping cost?

Shipping costs (registered) for a frame or sunglasses is UK £8.00, £18.00 for everyone else.

Q: How long does my order take to get to me?

Once dispatched 2-3 working days to UK, to Europe 5-6 days and rest of the world 6-10 days.

Q: How do you send parcels, can I track my order?

All Parcels are sent by Royal Mail registered ‘signed for’ which has a tracking number.


Returns Policy

Q: Can I return Frames if I don’t like them?

Yes, you can return frames (only) to us for an exchange or a refund. All goods must be returned to us in stock condition within 28 days of receipt.In the case of exchange we will charge the additional shipping cost of £8 for UK or £18 for International items.

Q: What happens if I receive faulty/damaged frames?

We take great care to ensure you will receive your order in an excellent condition, should this not be the case please contact us before sending them back for exchange.

Q: Can I send frames/sunglasses back once prescription lenses have been fitted?

Orders with prescription lenses, reading glasses, custom non-prescription lenses, and replacement lenses are made to your specifications so they cannot be reused and are therefore Non-refundable. However, in the event of any problem with your purchase due to a fault on our part, we shall do our very best to rectify the matter as soon as possible. Please contact us before returning any goods to us.

Q: Will I get a full refund?

Once we receive goods back in pristine condition,we will issue a full refund for the frames. Shipping costs and orders with prescribtion lenses are not refundable. Please note if you are not ordering from the UK, that the refund will be issued in Pounds sterling and we cannot compensate for any exchange rate fluctuations that might occur between the purchase date and refund date. Any costs that occur for returned goods will be deducted from the refund. ( Please note: do NOT return goods via Courier services like FEDEX as extra charges of approx. £ 30 will be payable)

Q: I made a mistake when ordering, what should I do?

Please contact us as soon as possible and we will try to sort it out.

Phone 01727 761048, or email admin@roopevintage.com

Q: If I need to return Glasses to you, how should I do that?

Please ensure the secure packaging and safe delivery of returned goods. Please add the correct amount of postage. Take care to arrange the custom declaration to avoid unnecessary import duty when we receive them. Any costs that occur for returned goods will be deducted from the refund. ( Please note: do NOT return goods via FEDEX as extra charges of approx. £ 30 will be payable)


Frames

Q: Some frames have more than one frame size, like 48x22x140. What does this mean?

48mm is the width of each lens along the center, 22mm is the width of the bridge for the nose and 140mm is the total length of the side arms.

Q: Can I order frames with plain lenses that have no prescription in them?

Yes, we do fit plain lenses to all our frames if required. However, the plane lenses we fit will be of optical quality to avoid distortion. We mostly fit just clear plane lenses, but you can have the lenses tinted if required. e.g. dark sunglass tints, light ‘cosmetic’ graduated tints, photo chromic or Polaroid etc.

Q: Can I order more than one frame at a time?

Yes, we ship a maximum of three frames per order. Orders exceeding three frames will be dealt with on a case by case basis. *Please note: for orders of more than three frames: (1) If 50% of the order is purchased, no further charges will apply. (2) If over 50% of the order is returned, a 10% fee will be charged to cover extra admin costs.

Q: What if my frames are out of stock?

Our frames are usually shipped within 2/3 days. For frames that are out of stock, we will contact you with an estimated delivery time.

Q: Are all your retro frames genuine Vintage?

A lot of our vintage frames in the Retro section are genuine vintage. They are unworn and in pristine condition and can be fitted with your prescription if required. Other Frames are reproductions of vintage Designs.


Your Prescription

Q: How do I obtain my Prescription?

Opticians must issue you with your prescription after your eye examination, after all, that is what you have paid for and you are entitled to it. If not, you should ask for it. It is the law that says they have to provide you with a copy of your prescription. We also recommend you ask the optician to include your pupilary distance (PD) measurement in your prescription.

Q: What does PD / Pupillary Distance mean?

PD is the distance between the centres of each pupil, which is a very easy measurement to take. We need this measurement so we can fit your lenses accurately. Your optician could give you this measurement on request.

Q: Can I measure my PD myself?

Yes, you can measure the PD yourself.

Wearing your current glasses, look in the mirror. Close your right eye and, with a non-permanent marker pen, mark the centre of the left pupil on the lens. Repeat with the other eye. Measure the distance between the two dots and you’ve got your PD.


Lenses

Q: Do you sell glass lenses as well as plastic lenses?

We only sell ophthalmic quality plastic lenses since they are lighter to wear and more impact resistant. If you would like a quote for glass lenses please contact us.

Q: Don't plastic lenses scratch more easily?

Hard ‘scratch resistant’ coatings and ‘anti-reflection’ coatings protect the surface of modern plastic lenses to a very high standard. The advantages of comfort and safety make them highly recommended against the use of glass lenses.

Q: What are anti reflection coatings?

Anti Reflection coatings on your lenses reduce surface reflections that can get in the way of your vision. These reflections also make it difficult for another person to see your eyes clearly; all that eye makeup will be wasted if it cannot be seen. We highly recommend it for computer use and driving.

For more info on AR coatings, see our video: http://www.roope.co.uk/reflectionsVideo.html

Q: Do you sell prescription sunglasses and other tinted lenses?

Yes, almost all our sunglasses can be fitted with your prescription and we can copy the same tint that is in the sunglass already if required. Alternatively, we can fit any colour you want, a solid tint or graduated tint, light or dark. We can also fit photochromic or Polaroid lenses.

For more advice on sunglasses, see our video: http://www.roope.co.uk/sunglassesvideo.html

Q: Can I order Bifocal or Varifocal lenses?

Yes, we can supply Bifocal and Varifocal lenses in all types, tints and sizes. However, in addition to your PD measurement, we need another important measurements to fit these lenses correctly.

For Bifocals, we need the height in mm of the segment top from the lower rim of the frame.

For Varifocals, we need the height in mm of the fitting cross from the lower rim of the frame.