Frequently Asked Questions

Once you have added Purchase and Prescription History into Your Account, the birthdate used to retrieve that information becomes an integral part of Your Account and is stored permanently for future reference.

To update your address on our mailing list, please call our customer care representatives 8000261962. Please allow two to three months for your request to be processed as our marketing partners store their materials for delivery in advance.

You can contact N1 EssilorLuxottica via phone or email. Our customer care representatives can be reached by phone at 8000261962 or via mail at supportecom@elcm.com and are available to assist you Monday to Friday 10AM-7PM. Please visit our Contact Us page to send us an email by clicking on Send an email on the Contact Us page and filling in the requested information. One of our customer care representatives will respond within one business day.

N1 EssilorLuxottica sells eyewear to the United Kingdom only at this time.

It's easy to keep track of all the frames you find online at N1 EssilorLuxottica. When you find a frame you like from our catalogue, simply click the 'heart' button located within the product. You can review your Favourites by clicking on 'My Favourites' tab in the top navigation when you're ready.

At N1 EssilorLuxottica, we take the security of your personal information very seriously. We follow generally accepted industry standards to protect the personal information submitted to us, and guard that information against loss, misuse or alteration. When you enter sensitive and/or personally-identifying information on our registration page or during the ordering process, we encrypt transmissions involving such information using secure protocols so you can make the most of what our site has to offer, and rest assured your information is kept safe.

If you'd prefer not to receive emails from N1 EssilorLuxottica, simply click the 'Unsubscribe' link that will be in any email you receive from us.

For any questions you can reach our customer care center directly at 8000261962. Our DavidClulow.com website is open 24/7 for you to visit and shop online.

For full contact details of all of our stores, please see Our Stores section of the website.

Our store hours vary depending on location. Please select your nearest store to find out the opening hours.

We offer a full refund on damaged or faulty goods on spectacles and a full refund on sunglass frames:

• Only payments for prescription spectacles or lenses, which are faulty or not to the correct specifications will be refunded in full.
• Charges for professional fees are non-refundable under any circumstances.
• Prescription goods requiring a refund must be returned with the packaging and in a saleable condition to any N1 EssilorLuxottica Opticians.
• Prescription purchases requiring a refund where the purchase was in a department store concession, can only be returned in concessions of the same department store where we operate an Opticians.
• We will offer you a full refund or exchange on Sunglasses, (not including accidental damage/scratch lenses or decorative stones) within 30 days of purchase with the original receipt and only if the N1 EssilorLuxottica tag is still attached to the bridge of the sunglasses. The product and packaging must be in a saleable condition.
• Purchases made at outlets store can only be returned to outlet stores.
• Purchases made at department store concessions can only be returned to concessions of the same department store, and as per the department stores exchange/refund policy.
• Gift cards, once purchased are non-refundable under any circumstances.
• Refunds will not be given without proof of purchase.
• This does not affect your statutory rights.

CREDIT/DEBIT CARD POLICY

Due to the increase in card fraud we will, on occasion, telephone the card issuer for direct authorisation on your purchase. You may also be requested for an additional form of ID.
We apologise for any inconvenience this may cause.

Of course! If you have a valid prescription you can always use it at N1 EssilorLuxottica, either online or in stores - no matter where you got it. Just be sure to check the expiration date and it is signed by an optician. Entering an expired or not valid prescription may result in your online order being cancelled.

PD stands for pupillary distance- which is the space between the centers of your pupils. This number tells the lens maker where to put the optical center for your glasses.

The same prescription can be used with clear or sun lenses. The prescription associated with individual purchases is displayed under Purchase History.

Your brain needs time to adapt to any new prescription. This can take 2-3 days for Single Vision lenses and 3-5 days for Progressive lenses. Use them gradually until you become comfortable. Please contact our customer service team after that time period if you still have problems adapting to your new lenses. 

You should not experience blurred vision, eyestrain or headaches during the adjustment period. If you experience any of these, we recommend calling customer care on 8000261962.

If the prescription on your new glasses doesn’t feel right, click here for advice on what’s normal and what to look out for during the adjustment period.

If the prescription needs to be updated, give customer care a call at 8000261962 and one of our agents can help with next steps, whether that be a return or stopping in your nearest store for an adjustment.

You can send your prescription in three ways; The easiest way, and quickest for processing your order, is to text or upload a photo of your prescription. You will find instructions how to do this in the cart process. If you have any questions about sending your prescription in, please call us at 8000261962.

It all depends on the prescription. We offer single vision lenses ranging from +8 to a -14 for our online customers. We recommend the DC-HD lens if you don't want to see a thick lens outside of your frame. If you prescription is outside of this range, or you have multifocal needs, come see us at your nearest store and we will get you in the perfect pair.

The prescription information listed under Prescriptions and Purchase History is for reference purposes only.

At N1 EssilorLuxottica, we have a wide assortment of premium lens solutions to suit every vision need. Simply choose the option that best describes your lifestyle to view recommended lenses and lens treatments to suit your needs.

You can often underestimate how important a regular eye examination is. Everyday situations such as using a computer, watching television and driving can all put a strain on your eyes so it is important to have a regular check-up. An eye test can help detect eye conditions like long or short sightedness and eye disease before you notice the effect on your sight. Below 40 years of age, we recommend that you have a sight test at least every 2 years. Above 40 or if there is any history of eye disease in your family, you should have a test every year.

After asking you a few questions on your vision, general health, family, work and lifestyle in general, our opticians will examine your eyes for the following:

• vision quality
• unaided and aided (with any glasses or contacts you already use)
• eye muscle performance and health
• internal eye health, ideally using our state of the art Retinal Scanner*
• front of eye health – eye fluid pressure

Retinal Screening is available in selected stores. Please click here to see available locations.
Further test for depth perception, colour vision and visual field may also be performed if required. All these tests are carried out using the very best in eye examination technology and with your N1 EssilorLuxottica optician providing step by step explanations, so that you know what’s involved at each stage.

If you are already a N1 EssilorLuxottica customer, we will be able to check your records from any of our stores. But if you’re new to N1 EssilorLuxottica, you’ll need to have an eye examination (unless you have a valid, in-date prescription from a qualified practitioner).

Yes you can reschedule or cancel your eye appointment but you need to contact the store before and let them know.

Retinal screening is available in the following stores:
Bluewater
Brighton
Cambridge
Canary Wharf Jubilee Place
Canary Wharf Cabot Place
Covent Garden
Harrods Opticians
High Street Kensington
Islington
Kings Road
Loughton
Selfridges
Wigmore St
Wimbledon

For full contact details of all of our stores, please see Our Stores section of the website.

An eye test costs £35 in all stores.

You can book an eye test online here, or by contacting your nearest store.

You can order on-line at Davidclulow.com and we will ship them directly to your home. Ordering your contact lenses couldn’t be easier thanks also to our direct mail scheme. Simply go to your nearest N1 EssilorLuxottica store, sign up and from then on, your contact lenses will always be delivered straight to your door. You also receive extra benefits when you sign onto this scheme.

Yes, you can order your contact lenses direct from the davidclulow.com/en-UK website. We offer a wide variety of contact lenses at competitive prices, including disposable soft contact, bifocal/multifocal, toric, and coloured lenses. You can buy your contact lenses in bulk or purchase only what you need and have them delivered straight to your door.

Contact lenses can be a great choice for many people. Recent advances in lens design mean that contact lenses are comfortable, offer better vision and are more affordable than ever before. To find out which contact lens is suitable for you, please book an eye examination today.

Contact lenses offer freedom from wearing glasses, look more natural and provide an unobstructed view and are suitable for people of all ages who live an active lifestyle. They are great for sports, dancing, driving and many other activities. You’re also able to wear your choice of sunglasses with contact lenses.

Even young children can wear contact lenses and research has shown they can be very successful. Freedom from glasses can boost children’s self-confidence, as well as allowing them to participate fully at school, at sports and at play. For the best advice, please book an appointment or go into your nearest store where one of our qualified opticians will be able to help.

Yes, you need a valid and in-date prescription for contact lenses. Contact lenses come in many designs and only an optometrist or eye specialist is qualified to know and recommend which lens and prescription is right for you.

No. A contact lens prescription is different from a spectacle prescription.

We stock all types of contact lenses, including daily disposals, monthly wear, twice monthly/fortnightly, gas permeable and coloured lenses.

Please click here to view our Contact Lens guide

It’s important to follow all recommended procedures but some hygiene measures are crucial. Always wash and dry your hands before touching your lenses.
If you wear daily disposable lenses apply a fresh lens directly from the pack and discard after each use.
If your lenses are re-usable, rub and rinse them with solution before you put them on your eyes and before you store them.
Make sure you empty the lens case after each use, clean and air dry it and replace the case regularly.
Never use tap water to store, clean or rinse your lenses or case. Only use the solution recommended by your practitioner and follow the instructions carefully. You may be asked to take along your case and solution when you go for your aftercare appointment.

Occasionally you may experience mild discomfort or redness with your lenses. If discomfort is caused by a dirty, dusty or damaged lens, or by the lens being inside out, symptoms usually improve when the lens is removed. In almost all cases of infection remove your contact lenses and contact your optician.

Follow our Optician’s advice carefully to achieve the best possible comfort and vision.
Hygiene is especially important, such as always washing and drying your hands before touching your lenses.
Don’t forget you’ll need regular visits to check the health of your eyes, find out about the latest advances in contact lenses and make sure your lenses are the best for you and your eyesight.

DO’S AND DON’TS OF CONTACT LENS WEAR:

• Here are some useful tips to help you get the best out of your lenses:

DO

• Have regular check-ups as advised by our Optometrists
• Wash and dry your hands prior to handling your lenses
• Rub, rinse and store your lenses in the recommended solution before and after each use (except single-use lenses, which should be discarded after each wear)
• Clean the lens case with solution, wipe with a clean tissue then air-dry after each use
• Always apply the right lens first to avoid mixing them up
• Check the lens is not inside out before applying
• Handle carefully to avoid damaging the lens
• Apply your lenses before putting on make-up
• Remove lenses then remove make-up
• Keep your eyes closed when using hairspray or other aerosols
• Replace your lens case at least monthly
• Discard lenses and solutions that are past their expiry date
• Wear only the lenses specified by our Optometrists
• Stick strictly to the recommended wearing schedule and replacement frequency
• Make sure you have an adequate supply of replacement lenses or a spare pair
• Have an up-to-date pair of spectacles for when you need to remove your lenses

DON’T

• Use tap water, or any other water, on your lenses or lens case
• Wet your lenses with saliva
• Put a lens on the eye if it falls on the floor or other surface, without cleaning and storing again
• Apply a lens if it is dirty, dusty or damaged
• Continue to wear your lenses if your eyes don’t feel good, look good, or see well
• Re-use or top up solution – discard and replace with fresh solution each time lenses are stored
• Decant solution into smaller containers
• Wear lenses left in the case for more than seven days without cleaning and storing them in fresh solution
• Sleep in your lenses unless specifically advised to by your practitioner
• Wear any lens overnight if you are unwell
• Use your lenses for swimming, hot tubs or water sports, unless wearing goggles
• Wear your lenses when showering unless you keep your eyes firmly closed
• Switch the solution you use except on the advice of your practitioner
• Use any eye drops without advice from your contact lens practitioner
• Share contact lenses or wear any lenses not specified by your practitioner

Remember that if you have any questions about your contact lenses you should consult our Opticians for advice. Go to www.bcla.org.uk for more information on contact lenses.

Of course! We can fit your glasses with non-corrective, clear lenses for which no prescription is required. When you find that perfect pair, click on 'Add frame only to bag' and proceed to checkout. If you have any difficulty, feel free to give our customer care agents a call at 8000261962. They can walk you through the process.

You can! We are happy to introduce online shopping for single vision customers. Please check back with us soon for multifocal, bifocal on our website. To find the nearest store that carries a specific model of eyewear on our website, please enter your zip code in the search box on the page that the glasses are displayed on. You can also call or visit the N1 EssilorLuxottica store in your area to see if they carry the specific frame you're looking for or call our customer care representatives 8000261962.

Please click here to find your nearest store.

We sell a vast array of the most desirable brands from Ray-Ban and Oakley to Dolce&Gabbana and Prada. Please click here to view a full list of the brands we stock.

Yes, but it depends on the damage and the type of repair needed. Most stores can replace screws free of charge and conduct a free service on your spectacles. In some cases, where spectacles are badly damaged, a new pair will need to be purchased.

Yes, we sell single vision lenses, varifocal lenses, bifocal lenses and transitions lenses. Our experts in store will help find the perfect lens for you and your frames.

Yes, in most instances we can put your recommended prescription in your chosen pair of sunglasses; however, it is not possible in all styles. We also now offer Ray-Ban prescription lenses in your Ray-Ban frames, click here to find out more.

When selecting your glasses, our skilled teams will assist you in choosing a suitable frame for your visual, lifestyle and vocational needs. Any necessary adjustments will be made upon collection of your new glasses. If they are anything less than a perfect fit, pop into one of our N1 EssilorLuxottica stores for a complimentary fitting and adjustment.

You can purchase a gift card from any N1 EssilorLuxottica Opticians. Find a store near you.

N1 EssilorLuxottica gift cards are valid one year from the date of purchase.

You can load the card with up to £500 for use in any N1 EssilorLuxottica Opticians store.

They can be redeemed in all N1 EssilorLuxottica Opticians. They cannot be redeemed in the N1 EssilorLuxottica sunglass concessions within department stores.

N1 EssilorLuxottica gift cards will not be replaced if lost, stolen or damaged and are subject to the terms on the card.

Gift cards are non-refundable, once purchased they cannot be returned or exchanged.

Emails are sent immediately upon request, but it's normal for it to take about 15 minutes to get to your inbox.

1. Proofread the email address to look for an incorrectly typed address: Do we have your correct email address? Just a single miss - typed letter will cause an email to go to the wrong address. Double check that it's been entered correctly.
2. Check your Spam / Junk folder: Sometimes mail from an unknown sender gets filtered out and lands in your Spam folder. If you find emails from N1 EssilorLuxottica in your Spam, just add us to your email contacts or safe senders list (news@e.davidclulow.com). This will make sure that mail from N1 EssilorLuxottica is recognized by your mail server and delivered to your inbox.
3. Look into your Firewall, Content Filter, or Email Security Policy: see if your firewall, content filter or virus scan is blocking our email notifications. Ask your Internet Service Provider (ISP) or corporate IT department if emails from [Davidclulow.com] be added to the email white list to make sure that N1 EssilorLuxottica messages aren't blocked.

Not yet. But our team is hard at work to make this a possibility, and make it an even better experience than you'll find anywhere. Find your nearest N1 EssilorLuxottica store to take advantage of AccuFit®, for a more precise fit with your multifocal or bifocal eyewear.

You sure can! Just sign into your my Account, click on 'Purchase History' and you will see your online purchases. Each frame will have it's own line, hopefully to make it easier to track down your favourite pair.

Simply enter your details and the items you selected in-store will be automatically added to your cart. All you need to do is select the delivery method and proceed to checkout. If there is any problem, please contact our customer service and they will be able to assist you.

Choose Klarna as you payment method when you check out. You can then split your purchase into 3 monthly payments or select one of the other options available with this payment method. Find out more about how it works here.

The payment methods are: credit cards, PayPal, apple pay and Klarna. We accept all major credit cards for online purchase: PayPal, Apple pay, Klarna, Visa, Mastercard, Discover, and American Express.

Your secure credit card payment will be processed as soon as we receive your order. It can take up to one day to show up on your credit card. If you have any questions, please give customer care a call at 8000261962.

You can redeem a promo code at the bottom left of the Shopping Bag before proceeding with the checkout process. If you need more instructions or have additional questions, simply give us a call at 8000261962 Monday to Friday 10AM-7PM.

Glasses can take from 8-10 days, depending on the prescription, special finishes, etc. We are committed to providing your eye wear in the least amount of time possible without sacrificing our high - quality standards. To accommodate the many product enhancements that are now available, special processing is sometimes required. The prescription orders are typically processed within 8 business days upon validating your prescription.

Call (8000261962 free toll number) or write to supportecom@davidclulow.com so that our Customer Service will create the Return Label & Authorization for you to get the return process started. We accept returns within 30 of when you take your order home, or when they arrive at your door, as long as the glasses are in original condition and undamaged. A prepaid shipping label will be emailed to you, ready to be printed and attached to your packed return. Drop it in the mail and once we receive your item, we will refund your purchase and send an email to confirm. Visit www.davidclulow.com/en-UK /return-policy for more details.

At this time we are only able to accommodate return through our call center (8000261962 free toll number). Visit www.luxotticacustomercare.com/Demo1/returns for more details.

It takes about 7-10 days for your refund to show up. If you feel like it's been too long, please give customer care a call at 8000261962 and one of our agents will check on the progress of your return.

For Frames eyewear & accessories the Green shipping (6) is totally free, while the standard shipping (4) has a cost of 4£ if the order purchase in less than 60£. For prescription eyewear the Green shipping timing is up to 10 days, while the standard is up to 8 days. For contact lenses & accessories the Standard Shipping as well (3) has a cost of 4£ if the order purchase in less than 60£. If you have any questions about shipping, give customer care a call at 8000261962.

To cancel or make changes to your order, give one of our lovely customer care agents a call at 8000261962.