FAQs

Orders & Payment

So you’ve decided to order! Want to know anything about the process? Rest assured, we’ll be doing our best to get your sunglasses to you safely.

How can I pay for my order?

We accept payment by Visa, MasterCard, Maestro, American Express and PayPal.

How can I cancel or amend my order?

For standard sunglasses and ophthalmic frames without prescription lenses we’ll be able to cancel your order and payment transaction if you get in touch with us prior to dispatch of your parcel. Orders for prescription eyewear are put into production almost immediately after receipt of the order, but we can normally cancel an order if you let us know less than an hour after ordering.

How long will my order take?

This will depend on what you have ordered. If your order is for a non-prescription pair of sunglasses then your order will be dispatched immediately and will arrive in the length of time indicated by your delivery option. Your prescription order will take longer, indicated by the length of time quoted on the product page when you added the purchase to your basket.

Why do prescription orders take longer?

Prescription eyewear is bespoke, made to precise specifications to ensure you receive accurate corrective vision. When we receive your order, your prescription is checked by us to verify its accuracy and suitability for your selected frame. Production work for your prescription lenses is handled externally by one of several leading glazing labs. Once your lenses have been produced, they are shipped to us for a final quality check before being forwarded on to you.

Can I track the progress of my order?

Yes! Go to My Account and select Orders to see a summary of your outstanding orders.

Delivery

Need an order sharpish, or have a more specific request? Maybe you just want to track shipping, or want to make an amendment to your address. We’ve tried to cover all the bases with these questions!

What delivery options do you offer?

We offer free next working day delivery as standard to addresses within the UK (on non-prescription orders). We also offer international standard and express delivery options to international addresses. For more information consult the Delivery page.

Can I receive my item at a specific time of day?

We are able to offer several options for specific delivery times, please contact us for more details.

Can I track the progress of my shipment?

Yes! On dispatch you should receive an email with a code that can be used to track your delivery. Enter this code via the means provided on the email to track your parcels progress. Some of our couriers will also provide their own updates by email or text message to supply further information such as a specific time slot for delivery.

Can I amend my delivery address after ordering?

If you would like to amend your delivery address before dispatch, go to My Account, select Orders and make amendments to the relevant order. If you would like to amend your delivery address after dispatch, contact us to make arrangements.

My delivery hasn't arrived. What should I do next?

If your delivery has not arrived on the day or time quoted by us or the courier then Contact Us to resolve the problem.

Returns & Exchanges

If you’re not hitting it off with your new shades then we’re happy to have them back. No hard feelings! If something’s on your mind about returns or exchanges then flick through these questions.

How long do I have to return an item?

We offer a 100% refund or exchange on all non-prescription eyewear for 28 days after delivery.

How do I return an item?

For UK orders, we offer a free returns service for standard purchases and home trials. Go to our Delivery & Returns page to begin the process.

Can I exchange my purchase for another product?

Yes! If you would like to exchange your purchase for a product of lower value we will refund you the difference in price between the two products. If you would like to exchange for a product of higher value then we will get in touch with you to arrange additional payment before shipping out your replacement.

How long will it take to receive a refund?

Refunds are processed once we have received your returned purchase. Payments typically clear within two to three days of being processed.

Can I return my prescription eyewear?

As prescription glasses and sunglasses are made to order, we are only able to refund the cost of the frames and not the lenses. For more information, or if you are having problems with the vision in your new glasses, please call 01780 433033.

Fitting & Style

We love shopping online, but sometimes it can be hard to know if you’re picking the right frame for you. If you want to know anything more about the frames we offer then these questions should tell you all you need to know.

Do you sell frames without lenses?

Yes! Our entire range of ophthalmic eyewear is available for purchase as-is, without prescription lenses fitted. Alternatively we are able to produce plano lenses without a prescription for our frames.

Which frame size is right for me?

Frame sizes on Tortoise+Black are standardised, and take into account the width of the lenses and the bridge. We list frame dimensions on every product, so if you already own a frame and know its frame dimensions then you have a great point of reference! For more detailed help with frame sizing you can consult our handy Size Guide.

Which frames will look best on me?

If you’re struggling to set on the right frame for you, or feeling completely lost as to what would work, then try our Personal Shopper service to narrow down our selection based on your preferences.

Can I try frames before I buy them?

We offer a Home Trial service, allowing you to try on up to three frames at home to make sure the fit and feel is to your satisfaction. Alternatively you can visit our Store and try on as many frames as you please!

Can I adjust my frame to improve the fit?

Many of the frames on Tortoise+Black are designed to accommodate a wide range of face shapes and sizes. Some frame materials allow for a degree of adjustability but this is not something we recommend the customer perform as it may lead to irreversible frame damage. If you’ve bought a frame and feel like it could do with a tweak then contact us for further advice.

Prescription

We consider prescription eyewear our speciality, collaborating with some of the world’s leading optical labs. Got a question before you place your order? Maybe you can find the answer to it here!

How do I read my prescription?

If there is anything you are unsure about, please get in touch and we will be more than happy to help.

Do I need extra measurements for varifocal (progressive) lenses?

We’ll normally need a couple of extra pieces of information in order for you to order varifocals. The first is the NEAR/ADD component of your prescription. This should be part of the prescription given to you by your optician. The second is your pupillary distance or PD. This may or may not be part of your prescription. If you require a PD measurement then you can contact your optician who is obliged to supply this information to you.

My prescription is more than two years old. Can I order?

We require that your prescription is no more than two years old in order for you to place an order.

What kind of prescription lenses do you use?

The majority of our frames are fitted with POP lenses. Learn more about what goes into making these lenses by checking out our guide. Oakley frames are fitted with lenses from their official prescription programme.

I have a strong prescription. Are you able to accommodate it?

No problem. Nonetheless, we recommend contacting our team if you have any concerns about the strength of your prescription. We can tailor solutions if required, and all orders will be overseen by our in-house dispensing optician.

Home Trial

The Home Trial is convenience at its finest! If you want to know more about the process then cast your eye over these commonly-asked queries.

How much is the home trial?

We charge a one-off payment of £4.95 for the home trial. This covers outward and return postage for your frames.

I reside outside the UK. Can I have a home trial?

Depending on your location we may be able to offer the home trial service for an added charge to cover shipping expenses. Contact us to discuss your options in more detail.

How long do I have to try the glasses?

Once you receive your home trial you have 7 days to return the glasses to us.

How do I return the Home Trial?

Returning the home trial is as simple as generating your free returns label, attaching it to your parcel and taking it to your local Post Office. For more information go to our Delivery and Returns page.

Can I have more than one Home Trial?

If you’ve had a home trial and none of the frames took your fancy then you are more than welcome to set up a new one and give it another go! Just drop us a line at 01780 433033 to arrange another home trial.

Product Care & Warranty

A little TLC can help your frames give a lifetime of sunshade service. Find some pointers within. Alternatively, if you’re feeling let down by the quality of your purchase then we’ve also fielded some questions on warranties.

How can I take better care of my eyewear?

All of the eyewear we sell is typically supplied with one of either a microfibre bag or hard case, or in some cases both. We recommend always storing your eyewear in either its bag or case when not being worn to stop the accumulation of dust. If your lenses are dirty, only clean them with the bag or cloth supplied with your eyewear. If marks are stubborn, warm water should help to lift the most stubborn smears. Never use detergents or abrasive materials when cleaning your eyewear!

My eyewear is damaged. Is it covered by warranty?

All of our eyewear is normally covered by a 1-to-2 year warranty period covering manufacturing defects. Warranties will typically never cover accidental damage, including lens scratching. If you’ve encountered a problem with your product then don’t hesitate to Contact Us to explain your issue.

How long does the warranty last on my eyewear?

Warranty lengths typically vary from 1 to 2 years, covering manufacturing defects. Prescription lenses are also covered by a warranty period. To get more information on the warranty policy for your purchase or a brand you are interested in then get in touch.

Will my eyewear come with a case?

Your eyewear will always come with some form of portable storage, in the form of a microfibre bag, hard case or both.

General Questions

Anything that didn’t quite fit anywhere else we’ve thrown in here. We hope you find what you’re looking for!

How can I contact you?

We are available to contact by phone at 01780 433033, you can email us at help@tortoiseandblack.com or you can reach us via Instagram or Facebook.

What are your business hours?

We are open for business from 09:00 to 17:00 from Monday to Friday, excluding bank holidays.

Are your products genuine?

Rest assured that every piece of eyewear you buy on Tortoise+Black is authentic. We have long-standing partnerships with our distributors and are licensed retailers of some of the biggest names in eyewear including Ray-Ban and Oakley.

What are your Terms and Conditions?

If you’re a fan of the fine print you can cast your eyes over our Terms & Conditions here.

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