Frequently asked questions

From ordering in store or online, orders generally take 7-10 working days to be made. Once the order is ready, these are our delivery times: 

• UK- next working day (except Fridays/bank holidays)  
• EU - 3-5 working days 
• Rest of world - 7-10 working days 

On the one-year anniversary of your frames, we will invite you in for a complimentary frame rehab. During your frame rehab we will: remove the lenses and clean them, polish the frame, tighten screws and check hinges, deep clean in an ultrasonic bath, and re-adjust the frame to ensure the fit is still comfortable when you come in for collection.

Read more about frame rehab and our other services here.

Your frame will be eligable for frame rehab one year after you purchase.

On the one-year anniversary of your frames, we will invite you in for a complimentary frame rehab. There is a 30 day window to claim your rehab.

Any time after this, you can still take advantage of this service for £25.

Shipping costs are covered for customers in the UK.

For our International customers, shipping and import taxes are to be paid for by the sender.

Read more about frame rehab and our other services here.

We offer a 30-day no-quibble returns or policy from the date you receive your order, including prescription lenses.

You will be provided with a pre-paid postage label.

Read more about returns here.

For International customers, postage for all returns are to be paid for by the sender.

This excludes Bespoke orders, monogrammed cases, or otherwise personalised products which we cannot offer a return on unless there is a fault with the product.

You can also exchange your order within 30 days by getting in contact with our customer service team.

Read more about returns here.

For UK customers, we use Royal Mail to facilitate our free returns policy. Please allow up to 5-7 working days for the money to reach your bank account once HQ receives your return.

For a refund, create a pre-paid return label here.

For an exchange Contact our Customer Service team.

For our International customers, postage for all returns are to be paid for by the sender. Please send your returned package to the below address quoting your order number and write 'Return' on the outside label:

Cubitts. The Brewery Building, 55-61 Brewery Road, London. N7 9QH. UK

For our US customers, we provide a pre-paid DHL returns label with your order. To find your closest DHL drop off location, click here.

Read more about returns here.

Our Bespoke service allows you to recreate any Cubitts frame to your exact facial measurements using our unique face-scanning technology. Choose from any existing Cubitts style, and choose from over 130 acetate colours and patterns.
Looking for something more one of a kind?

That’s where Bespoke + comes in. Create a completely unique frame in consultation with our design team. Your frame will be fit to your exact measurements, in a unique shape and style - in a choice over either 300 acetate colours, ethically-sourced water buffalo horn or in some cases, more experimental materials. All Bespoke+ orders include a complimentary eye examination, 1.5 or 1.6 single vision prescription or sun lenses, a monogrammed leather case, and personal engraving on the inside temple.

Read more about Bespoke here.

Unfortunately not. Online we offer single vision lenses only. The good news is that we do offer them in all of our stores. Precise measurements and adjustments must be made whilst you are wearing your chosen frame in order to fit varifocal or bifocal lenses. If our stores are not convenient for you, you can buy the frame without lenses and take it to your local optician to have the lenses fitted.

If you would like to repeat a previous order with the same frame, we will already have your height measurements on file and can replicate the order for you.

Read more about lenses here.

Which lenses you need will depend on your prescription.

There are broadly four different types of optical lenses:

Single vision lenses are the most common, and provide correction for one field of vision. For most people this will either be distance, or near (reading).

Readers provide simple magnification power for reading. No prescription is required.

Non-prescription clear lenses are ready to wear and can be changed by a local optician if required. These are also known as ‘plano’ lenses.

If you need to correct more than one field of vision - for example both distance and near vision - we also offer progressives, otherwise known as varifocals. The area in between is called intermediate vision (computers).

If you’re not sure, we’re here to help.

As well as the type of lens, you can choose the ‘index’ of lens. Most prescriptions require standard 1.5 or 1.6 index lenses. 

Stronger prescriptions may require high-index lenses (thinner 1.67 or thinnest 1.74). High-index lenses are lighter and have flatter curvature. You can add these to prescription orders during the checkout.

Read more about choosing lenses here.

After having an eye test with any qualified optometrist, it is your optician’s legal obligation to provide you with a copy of your prescription.

To process an order for prescription lenses, we use a prescription as it is written; which includes the date of the examination, signature of the authorising optometrist, and date of expiry must all be present in order to proceed with an order.

We do not accept contact lens prescriptions. Contact lens and spectacle prescriptions are slightly different due to the different proximity of the lenses from your eyes.

Read more about prescriptions here.

We offer store collection for online and phone orders at all of our store locations. Simply select which store you would like to pick up from during checkout.

Please note that multiple orders will always be ready to collect at the same time.

Read more about orders here.

You can reset your password here.

Once you create an account with Cubitts, you can view the status of any live orders as well as your order history. There is an option to print an invoice and to view past prescription details that have been uploaded onto the system.

Please note, any orders before November 25th 2021 will not yet be visible in your account. Please contact us for this information instead.

Read more about account information here.

We offer a guarantee against any product fault for two years after the day of purchase. The warranty covers manufacturing product faults that are outside of general wear and tear.

Read more about warranty and services here.