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About Us

What types of glasses can I buy from Lance?

We propose a wide range of non-prescription and prescription glasses that perfectly serve your daily needs. 

Here you have a brief lineup of what we can offer but don’t hesitate to get in touch with us if you can’t find what you need:

– Non-prescription sunglasses
– Non-prescription glasses
– Single vision glasses
– Single vision sunglasses
– Multifocal glasses
– Multifocal sunglasses
– Screen Glasses

We only sell carefully handmade frames using hand operated tools and high quality optical machinery. Each of our frames is individually made. The precision stages are conducted with human operated machines and hand controlled tools, ensuring the accuracy of the product. 

Is Lance Prescription Ready?

Yes, we do cover any kind of prescription until +/- 10. Prescriptions are available on any type of lenses.

Index 1,56 included at no extra cost, recommended for corrections less than +/-2.
Index 1,60 is recommended for corrections less than +/- 4.0 (59$).
Index 1,67 is recommended for correction less than +/-6 (99$).

What Is the Pupillary Distance?

Pupillary distance (PD) measures the distance between the centres of your pupils.It is done in millimetres and is used to determine where you look through the lens of your glasses. The average adult’s PD is between 54-74 mm. This distance is usually measured during an eye exam. If that did not happen, you can as well measure it by yourself.

Lenses & Prescriptions

How Do I Read My Prescription?

The majority of opticians have eye tests available but please take into consideration that not all opticians provide one time eye tests. Do make sure that you have all the necessary information about your prescription, which should also include using an eye chart.

What should you receive? 

–  For multifocal glasses – the reading addition (ADD) for each eye.

– The sphere (S, SF or SPH) and/or cylinder value for each eye (C or CYL).

– If we’re talking about a cylinder, there must also be an axis to it (A, As, AXI, AXS or AXIS).

– The pupillary distance (PD) of each eye (in case only one value is provided, divide it by two).

How do single and multifocal prescriptions work?

There are two main types of lenses we can provide, based on your prescription:

Single vision lenses – they correct either farsightedness (hyperopia) or nearsightedness (myopia) and have the same prescription over the whole surface of the lenses.

Multifocal lenses – if you need both distance and near corrections, these are the perfect lenses for you, not having to change between 2 pairs of glasses with different prescriptions. 

What about the lens quality ?

All of our lenses are made of resistant yet lightweight plastics, tailored to perfectly fit your prescription. We cover indexes (thicknesses) from 1.50 to 1.67.

Lenses come with an UV protection for no extra cost. However, if you wish to benefit from anti-reflective, anti-scratch, hydrophobic coatings or blue light filter, these can as well be added.

Can a scratched lens be fixed?

Unfortunately, it can’t. If scratched, a lens has to be completely replaced. Please refer to our Customer Service for further advice. Prescription lenses have a starting price of $39.

What Are Sharp & Fade Lenses?

Lance Sharp lenses are available as plain lenses, Blue Light Filter included, with or without prescription as well as sun lenses with UV420 protection – for your frame or the Lance Sun Clip.

Lance Fade lenses are Photocromic lenses that allow you to have 2 pairs of glasses in one – as the lens coating reacts to the UV light, it darkens in less than 5 seconds and clears in less than 30 seconds. You can always add the Blue Light Filter to your lenses if you wish!

Managing Your Order

Do I need to register with an account when I place my order?

You can always check out as a guest when making an order without having an account.

We anyhow recommend you to register an account in order to benefit from a faster checkout, receiving updates, promotions and viewing your order history. 

What happens after placing an order?

After having your order reviewed by our team and being contacted if needed, you’ll receive an order confirmation via email along with your estimated date of delivery. You’ll then receive further info about the status of your order and its location. 

How can I check the status of my order?

View the status & location of any order by signing into your Lance Account on our Track Your Order page.

Can I change my order?

We normally start processing our orders as soon as possible so we’d advice you to contact us as fast as you can if you need to change something about your order.

Please note that once your order has been processed wi will be unable to make further changes. Moreover, once an order has been dispatched, you can no longer change or cancel it. 

How can I pay?

We accept all major credit and debit cards online with secure payment processed by Stripe or PayPal.

How long does it take to process an order?

It depends on the type of lenses you opt for. 

Normally, orders containing sun lenses are processed the following day while orders containing view lenses are processed within 14 days from placing the order as they are custom products that need to be manufactured especially for you. 

Once your order is processed and packed it’ll be ready to be shipped. 

Can I order more than one pair with different prescriptions?

Absolutely. Our platform enables you to buy as many pairs as you wish, as well as introduce different prescriptions.

How old do I have to be to order prescription glasses?

Prescription orders can only be placed if you are 16 years old or above. Anyone under the age of 16 can still place an online non prescription order.

I had a problem while placing an order. What should I do?

Please contact our team in order to establish whether your order has been placed or whether the payment has been received. If the payment has not been received, your order cannot be processed.

Delivery & Returns

How much does the delivery cost?

We offer free delivery on all orders over 249$, however this will not include duties and delivery taxes. Customs and import duties are different depending on each country so we suggest you to check before purchasing.

Can I track my parcel online?

Online tracking is available for all parcels. Once your order has been processed and packed, you will receive an email notification with a tracking number and a link to track your parcel with the courier company.

How long until my order arrives?

Here you have a guideline of expected times for the European Union and United States:

Standard Prescription Glasses : 7 – 14 Working Days
High-index Prescription Glasses & Multifocals : 14 – 21 Working Days
Non Prescription Glasses – 5-9 Working Days
Accessories & Lenses – 5-9 Working Days 

Will I have to pay duties for my glasses ?

That depends on your local tax code. Any applicable duties/VAT are the sole responsibility of the customers. We do not have any control over charging each customer additional duties/VAT at the time the order is made, therefore these fees (if applicable) may be imposed at the time of receiving the package. If you have any doubts whether or not you will be charged duties/VAT for your order, please contact your local post office. We advice you to read our Terms and Conditions carefully before making a purchase.

All our packages are shipped from Hong Kong & Mainland China and planning to develop a warehouse in Europe in the following months. 

How will my order be delivered?

You will receive a dispatch confirmation email from Lance along with email updates from the couriers, containing detailed information about your delivery. We work with top couriers such as DHL & UPS.

Which is your return policy?

If you are not completely satisfied with your new glasses, you can always return them to us within 30 days. International returns must be paid for by the sender. Please allow up to 7-14 working days for the money to reach your bank account. 

We are happy to refund in full or exchange any item if you are not satisfied. Get in touch by open a ticket with our team. 

Please bear in mind that you shall not be refunded for prescription lenses as long as the prescription we’ve sent you is correct – this type of lenses are specially designed for you, therefore we can not accept them back.

How can I return an item?

Please refer to our Support Team. They will provide you with a return authorisation number (don’t forget to include your order number, product and reason for your return).  All returns MUST obtain a valid return authorisation number from our team before being safely returned.

Once you’ve obtained your return authorisation number, please post all items you wish to return to the following address.

Please make sure that all the items you’re sending back are in their original packaging, protected from damage and make sure you’ve attached a copy of your order (containing your order number, name and return authorisation number stated in clear). Any products returned without the appropriate paperwork or a valid return authorisation number shall not be accepted and will be held until payment for return shipping is received.

Please note that it is your sole responsibility to return any items to our warehouse in good conditions – our recommendation would be opting for a tracked, insured parcel.

Lance does not offer free returns ergo return postage will only be refunded if items are found inadequate from a manufacturer issue.

Once your return has been received by our Customer Service Team, all products will be inspected and your return will be processed

Are sale items returnable?

Unfortunately, all purchases made during a sales period are final. The only items eligible to be returned are the ones that are deemed faulty. Please refer to our Returns & Refund policies to find out more about the definition of a faulty product.

How long does it take for a return or refund to be processed?

If a return is valid and has met all the criteria, an online gift card for the total value of your returned items shall be sent to the email address affiliated with the order. Do note that we do not refund the return postage costs.

If a return has met all criteria for a valid refund, you shall receive your refund to the same payment method used before. The funds should get to you in 2 to 5 business days. Taking into consideration the fact that each financial institute is different, this period of time can not be guaranteed by us.
Sadly, we can not refund you on a different credit card or through an alternative payment method.

If the product you’re returning fails to meet the criteria of a valid refund – due to lack of care, misuse or mishandling, the product will be returned to you in the same condition.
If you return your product without a Return Authorisation, covering the expense of that return back to you might be at your own expense.
Please make sure you obtain your Return Authorisation prior to returning the product to avoid further inconveniences on both sides.

Customer service working hours?

Our Customer Service Team is available Monday to Thursday between 8:00am and 4:00pm, and Friday between 8:00am and 3:00pm (not including Public Holidays). During the end of year holiday season, our office hours may be shortened and this period also includes an increased number of Public Holidays.

How can I find out about new product releases?

Registering an account with us will enable you to receive news, promotions and updates as well as check out faster, track your order and view your order’s history.

If the product I want to purchase is out of stock, what can I do?

Due to higher demand, some products are sold out quicker than we’d expect. If this is the case, please refer to our team to find out more about re-stocks.

What can I do if I don’t understand my prescription?

We kindly remind you that we are not opticians, we only produce lenses based on the information and parameters you provide us with through the survey.

We advice you to talk to your optician about the parameters you don’t understand, showing them our prescription form, if needed.

The information you provide is your sole responsibility. Lance won’t be held responsible in case of a mistake as we have no way of verifying your prescription.

Are my glasses reimbursed by my health insurance?

Your health insurance may or may not cover eye care. Before you purchase Lance frames, we recommend you to get in touch with your insurance provider in order to find out if eyeglasses are covered for reimbursement. This mainly depends of your insurer and the policy you hold.

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