Today, we’re lifting the veil and taking you behind the scenes of Glasses Direct, to where the magic happens. If you’ve ever wondered what happens once you place an order, you’ve come to the right place. Grab a cup of tea and read on.
So what happens between clicking ‘Complete Purchase’ and receiving your new glasses? We explain all.
History & background
Before we get into the magic of how our glasses are made, let’s rewind and go back to the beginning. For those who might be unfamiliar, Glasses Direct actually started out in an old Wiltshire barn back in 2004. It wasn’t until 2007, following immense and rapid growth that production moved to Swindon, where it has stayed ever since!
Where are your glasses made?
Swindon is home to our warehouse and lab where your glasses are assembled and shipped out to you. Your glasses are made up of two main components: frames and lenses, but we mostly deal with your lenses in our lab. To cut and fit lenses to size with your unique prescription to size, we use state of the art MEI machines. These miracle machines let us cut more lenses, more accurately in less time. This means we’re able to fulfil more orders than ever before. These machines are incredibly cost-effective, meaning we’re able to keep our prices low.
Another impressive thing that comes from Swindon is the Home Trial. In the same way that your glasses are made (more on that in a bit), glasses for Home Trial are assembled and packaged here. Did you know that over 21,000 Home Trial packages have been sent out this year?
Who works on your order?
Aside from the lab, you can find our customer service team, opticians and lab technicians in Swindon. They work hard around the clock to make sure you get your glasses as quickly as possible. Curious to know what each team does? See below:
- Customer service: Answer your calls and emails, helping with any queries you may have.
- Opticians: Check through your order and prescription to make sure everything is in order. They’ll also give you a ring if anything is missing.
- Lab technicians: Cut and shape your lenses then assemble your glasses.
While production is based in Swindon, our finance, marketing, technology and management teams can be found in London.
The most asked questions from customer service team
We know that buying glasses online can sometimes be a bit tricky, so we asked our customer service team what some of the most common queries were.
- How long will my order take?
- Most glasses will be made within 7 days. However, for orders that include thinner lenses, varifocals and tinted lenses, this time could be longer.
- What is my PD and how do I measure it?
- PD stands for pupillary distance and is the distance between your two pupils.
- If you have a stronger prescription or are ordering varifocals, our opticians will ask you for an accurate PD.
- The easiest way to measure your PD is to take a picture of yourself with a credit card-sized card on your forehead, with your eyes looking directly into the camera.
- Send this picture to our opticians and don’t forget to provide a contact number, as they may need to speak to you.
- You can also request your PD from your optician at your next eye test.
- Can I adjust my glasses?
- Did you know that you can adjust your glasses yourself! Simply follow this link that has instructions on how to do this.
- Alternately, if you’re feeling confident then you can return your glasses and we will adjust them for you. This usually takes between 1 to 2 days. And it’s totally free!
- My glasses have been dispatched but haven’t arrived. What do I do?
- Most glasses are delivered within 48 hours of being dispatched. Before we can make a ‘Lost in Post’ claim, it’s best to wait for 7 days to allow for any internal delays with our delivery partner. If you have still not received your glasses after this period then please contact us so that we can replace your order.
From start to finish: What happens to your order?
Now that you know what goes on behind the scenes, it’s time to see how everything comes together. As promised, check out the ordering process, from the moment you submit your order to the moment it arrives at your door (or desk).
⇒ Place your order online
⇒ Your order is received by our qualified opticians
⇒ An optician reviews your order
⇒ For complex orders, an optician will contact you to verify a few details
⇒ You will receive a confirmation email
⇒ Your order is sent to the warehouse
⇒ Your lenses are cut down to shape by the high tech MEI machine
⇒ Your glasses are assembled by hand
⇒ Your glasses go through quality control testing
⇒ Once approved your glasses are shipped via Royal Mail
⇒ You will receive a dispatch email
⇒ Your new glasses are delivered, direct to your door!
Ready to place your order? Check out some of our great styles.