Help and FAQ
Phone lines and chat available Monday - Thursday 9am - 7pm, Friday 9am - 6pm, Saturday 10am - 6pm, and Sunday 11am - 5pm British time.
Most frequently asked questions
What is my Pupillary Distance?
This is the distance between your pupils, measured in mm. We need this measurement to correctly glaze the lenses in your frame. In the UK this measurement is part of the dispensing service, and won’t necessarily be written on your prescription. You can ask your optician for the measurement, or use our online measuring app. Alternatively, you can stop by one of our stores where we will happily measure this for you free of charge.
How does Home Try On work?
If you are in the UK, you can take advantage of our Home Try On Service. Choose four frames and select the ‘Try At Home For Free’ option. From the point you receive the frames, you can try them out for five days before returning them to us. The whole process is completely free and there is no obligation to buy.
Can I check the status of my order?
You can view the current status and location of any order by signing into your Cubitts account.
How can I send you my prescription?
During the checkout you have 2 options.
1. Upload a photo or scanned copy of the prescription
2. Email the prescription later to firstname.lastname@example.org
Please note that given the unprecedented situation occurring globally, we are currently only able to accept out of date prescriptions from patients who have lost or broken spectacles needed to perform their daily activities safely, or who are key workers. All customers are required to comply with this when placing an essential order.
We also ask that in these unusual circumstances you will be diligent in getting an eye examination as soon as it is safe to do so.
What prescriptions can you cater for?
Online, we offer single vision lenses for either distance or reading vision. Our standard price of £125 ($165 / €150) includes single vision prescription lenses using a 1.5 or 1.6 index lens. This typically covers prescriptions with sphere (SPH) values between -5.00 and +5.00. For stronger prescriptions you can add higher index, thinner lenses to your order. You have the option to add these in the checkout, but if you don’t we’ll get in touch after you’ve made your order to discuss the best option. There is a limit to the strength of prescription that we can cater for online.